「信任是基礎，知識是力量」──以台灣國際觀光旅館為例

Trust Is the Foundation, Knowledge Is the Power - Examples of International Tourist Hotels in Taiwan

本研究以台灣國際觀光旅館員工為研究對象，探討員工組織信任、組織公民行為與知識分享之關聯性。資料收集採便利抽樣方式進行問卷調查，受測對象為國際觀光旅館工作滿六個月以上之員工，並請其直線主管以1比5配對方式協助填答員工之組織公民行為。問卷發放主管及員工各700份，回收有效配對問卷537份。研究結果顯示組織信任對組織公民行為及知識分享行為有顯著的正向影響；組織公民行為對知識分享（分享意願及分享行為）有顯著的正向影響；組織公民行為對組織信任與知識分享（分享意願及分享行為）產生中介效果。希冀本研究結果讓國際觀光旅館了解組織信任重要性，並為提升組織內公民行為與知識傳播的依據，以提高營收與績效。 This study targeted at employees of international tourist hotels in Taiwan while aimed to explore the relationship among organization trust, organization citizenship behavior, and knowledge sharing. Research samples were full-time employees and managers who have worked more than six months in the international tourist hotels in Taiwan. Questionnaire surveys with convenience sampling were adopted for data collection. Using sample matching method, direct managers were invited to evaluate organization citizenship behavior of their subordinate employees. There were 700 questionnaires sent to managers and employees respectively while a total of 537 valid matching questionnaires were received. Research results indicated that (1) organization trust had a positive impact on organization citizenship behavior and knowledge sharing behavior; (2) organizational citizenship behavior had a positive impact on knowledge sharing; (3) organizational citizenship behavior had a mediated effect on the relationship between organization trust and knowledge sharing. This study provides international tourist hotels with the understanding toward importance of organizational trust and its effect as the enhancement of organizational citizenship behavior and knowledge sharing, which would consequently lead to higher organization performance.