國際觀光旅館員工的知識分享意願與服務創新表現知覺間關係之研究－以團隊文化為調節變項

Abstract

本研究目的在瞭解我國國際觀光旅館中知識分享意願、團隊文化與服務創新表現的現況，及建構我國國際觀光旅館以團隊文化在知識分享意願與服務創新表現之調節效果理論模式。本研究採取量化研究取向，以問卷調查方法，探討餐旅團隊之知識分享變項（互利主義、聲譽主義、利他主義）與服務創新表現變項（新服務發展及員工服務創新行為）之間的關係，並提出不同團隊文化（團隊支持、團隊協調、團隊黏著）及其交互作用對服務創新之影響，並驗證研究假設及團隊文化的調節效應。 研究者透過文獻與前導研究，發展出本研究之相關量表-「知識分享意願量表」、「團隊文化量表」及「服務創新表現量表」，以配額抽樣方式對36家國際觀光旅館進行問卷施測，有效問卷共回收621份（共23家）。研究結果發現台灣國際觀光旅館之知識分享意願、團隊文化對服務創新表現均有顯著影響，「互利主義」、「聲譽主義」、「利他主義」之知識分享意願；及「團隊協調」、「團隊黏著」之團隊文化均可預測整體服務創新表現；團隊文化及知識分享意願之交互作用也可預測整體服務創新表現。最後，以線性結構模式建構及驗證以團隊文化調節知識分享意願及服務創新表現之理論模式。

The purpose of this study is to present an overview of Taiwanese international hospitality hotels’ knowledge sharing intention, team culture, and service innovation performance, as well as to establish a theoretical framework of the moderator effect of Taiwanese international hospitality hotels’ team culture on knowledge sharing intention and service innovation performance. This study adopts a quantified research approach and questionnaire survey to explore the relationship between hospitality teams’ knowledge sharing variables (symbiosis, reputation, and altruism) and service innovation performance variables (new service development and employee service innovation behavior). This research also proposes different team culture variables (team support, team coordination, and team cohesiveness) and examines their interactive effect on service innovation. Research hypotheses and the moderator effect of team culture were then empirically tested. Through literature review and advanced research, this study developed the related scales – “knowledge sharing intention scale,” “team culture scale” and “service innovation performance scale.” Using the quota sampling method, questionnaires were distributed to 36 international tourism hotels. Six hundred twenty one valid surveys were returned from 23 hotels. Results indicated that Taiwanese international hospitality hotels’ knowledge sharing intention and team culture significantly influence service innovation performance; knowledge sharing intention’s symbiosis, reputation, and altruism, and team culture’s team coordination and team cohesiveness can predict overall service innovation performance; the interactive effect of team culture and knowledge sharing intention can predict overall service innovation performance. Finally, linear structure was adopted to construct and test the theoretical framework of how team culture moderates knowledge sharing intention and service innovation performance.