連鎖事業體系動態能耐之建構：組織知識交換觀點之實證研究

Building Dynamic Capabilities in Chain Systems: An Organizational Knowledge Exchange Perspective

本文旨從組織知識交換觀點，將連鎖事業體系視為－知識處理之組織體，以及連鎖事業體系之組織知識是鑲嵌與分散在體系成員（總部與各分店）的二個基本前提下，進而探討連鎖事業體系如何建構體系成員知識交換之系絡，以建立持久競爭優勢之動態能耐。在實證研究方面，本研究採問卷調查方式，以連鎖事業體系之總部為調查對象。實證研究結果大致上支持本研究之假說，亦即連鎖事業體系知識交換之關係系絡（網絡互動與信任關係）、認知系絡（學習意圖）有助於提升體系知識移轉與吸收之動態能耐，唯認知系絡之互動式學習僅略微提升體系之吸收能力。本文最後將提出對於連鎖事業體系之理論與實證意涵，希冀未來研究可多關注以連鎖事業經營為研究情境之課題。

From an organizational knowledge exchange perspective, the chain system is viewed as a network of knowledge-processing entities. The knowledge of the chain system is disseminated and embedded in the franchisors and outlets. Thus, a system should be designed to create opportunities and willingness for knowledge exchange between franchisors and outlets. A structured questionnaire survey is adopted as the research method and the samples of the study are franchisors. The results provide empirical support for the hypotheses that relational and cognitive context can improve the franchisors and outlets to transfer knowledge to build the chain's dynamic capability. Finally, in addition to discussing the theoretical and managerial implications of the research findings, this study compares related arguments in the literature to show that future research should pay more attention to the context of the chain systems.