人力資源管理系統對知識分享和服務創新的影響──心理資本之中介效果

Explore the Impact of Human Resource Management System on Knowledge Sharing and Service Innovation: The Mediation of Psychological Capital

人力資源管理系統及員工心理資本是近年來組織如何管理好員工的重要議題。本研究目的在於探討人力資源管理系統及心理資本對於旅宿業員工知識分享及服務創新行為的影響。研究採便利抽樣法，對象以台灣台南地區三星級以上飯店正職員工為研究對象。問卷內容包含：人力資源管理系統、知識分享、服務創新與心理資本等四大構面量表；共發出210份問卷，有效問卷206份（98%）。採用信效度分析、敘述性統計、相關分析與路徑分析探討變項間影響。結果顯示人力資源管理系統能正向影響員工知識分享行為並與服務創新行為有正向關係，表示有良好的薪酬福利、績效評估與訓練發展，員工就有更高的意願從事知識分享及服務創新的行為，及員工個體心理資本越高就越有意願進行知識分享及服務創新的行為，根據研究結果進一步提出研究及實務建議。

Human resource management system and psychological capital are important issues in how organizations manage employees well in recent years. This study explores the impact of human resource management system and psychological capital on knowledge sharing and service innovation of hospitality employees. Convenience sampling method was adopted in the research, and the subjects were full-time employees of three to five-star hotels in Tainan. A total of 210 questionnaires were collected, and 206 of them (98%) were valid. The following statistical methods were adopted for analysis: reliability analysis, descriptive statistics, correlation analysis, and regression analysis. The results showed that the human resource management system positively affect the knowledge sharing and service innovation behavior of hospitality employees, which means that if the lodging industry does well in salary and welfare, performance evaluation, and training and development, employees will have a higher willingness to engage in knowledge sharing, as well as service innovation behavior. The higher the individual psychological capital of employees, the higher willingness they are to share knowledge and service innovation.