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|Title: ||使用者介面設計、跨部門互動與關係品質對知識分享的影響 : 以臺灣電信業門市人員為例|
|Other Titles: ||The impact of user interface design, cross-sectoral interaction and relationship quality on knowledge sharing : a study of store personnel of Taiwan telecommunication industry|
|Authors: ||宋文珍;Sung, Wen-Chen|
|Keywords: ||使用者介面設計;跨部門互動;關係品質;知識分享;User Interface Design;Cross-Sectoral Interaction;Relationship Quality;knowledge sharing|
|Issue Date: ||2011-12-28 16:25:54 (UTC+8)|
With the drastic competition between the telecom service industry and high rising consumer consciousness, the expectation on store personnel is gradually relied on whether they have professional knowledge, well-trained quality and effectiveness for providing advices. In addition, each telecom service provider is a chain system. Under such business operation structure, what the retail stores rely on is a complete hardware / software sales resource service provided by the business headquarter, and their advantage of competition also depend on the integration power developed by the business headquarter with its retail stores. If a retail store intends to satisfy the customers with service quality and efficiency, its headquarter logistics needs to invest in more resource and support so that the store personnel can quickly and correctly respond to customers’ needs and inquiries to promote the rate of customer transaction conclusion and customers’ satisfaction. Accordingly, the purpose of this thesis is to discuss how a business builds up a channel of communication and knowledge support, which is trusted by the retail stores and easy to use. Then the store personnel are attracted to use the channel and let the logistics staffs in headquarter know about sales problems and customers’ opinions as encountered. In the meantime, via frequent communication of the logistics group and continuous coordination, the common consensus or solution upon various opinions is achieved so that the logistics staffs can gain satisfaction and trust from the store personnel to improve the relationship quality between the organization members. Further, the store personnel can transmit the knowledge, experiences or information that they have owned to other members so that the knowledge can be smoothly distributed, spread and saved inside the business to achieve the core competency of the business.
This research adapts the convenience sampling questionnaire method, of which the objects are store personnel of those in Taiwanese telecom industry. 200 questionnaires in total were delivered out and 186 valid returned questionnaires were received. By using SPSS statistics software to test the research assumption, the result is obtained as follows.
1.The user interface design brings positive impact on the relationship quality between organization members.
2.The cross-sectoral interaction brings positive impact on the relationship quality between organization members.
3.The relationship quality brings positive impact on the knowledge sharing between organization members.
4.The relationship quality brings an intermediary effect between the user interface design and the knowledge sharing between organization members.
5.The relationship quality brings an intermediary effect between the cross-sectoral interaction and the knowledge sharing between organization members.
|Appears in Collections:||[全球華商經營管理數位學習碩士在職專班] 學位論文|
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