旅行業導入資訊科技探討知識管理、組織文化與組織績效之研究

A Study on Knowledge Management, Organizational Culture and Organizational Performance by Information Technology of Travel Agency

臺灣有很多論文在研究關於企業組織中知識管理的領域，但觀光旅遊產業中旅行社的研究卻很少，本研究在探索旅行社組織中，知識導向型文化、資訊科技能力、轉換型領導、知識管理流程能力對組織績效之影響力。經由臺灣五大都會區發送1898份問卷，有效回收912份，共213家旅行業人員為研究對象，採用結構方程（SEM）模式進行驗證本研究的研究假說，進而提出本研究的研究結論與貢獻。本研究結果顯示，知識導向型文化對轉換型領導、知識管理流程能力、組織績效是有效的。轉換型領導對資訊科技能力、知識管理流程能力是有效的。資訊科技能力對知識管理流程能力、組織績效是有效的。知識管理流程能力對組織績效是有效的。

In Taiwan, there have been numerous theses about the domain of knowledge management in business organization. Yet there are few researches on the part of travel agency in tourism industry. For organizations like travel agency in particular, the present study investigates the influences of knowledge management, knowledge-oriented culture of organizational culture, information technology ability, transactional leadership as well as knowledge management process ability on organizational performance. The designed questionnaire was given to 1898 subjects from 213 travel agencies in the five metropolitan areas of Taiwan. In total, 912 valid responses were returned. Structural Equation Modeling has been used to verify the hypotheses of the study and further to provide a conclusion and contribution. The results show that knowledge-oriented culture is beneficial to transactional leadership, knowledge management process ability and organizational performance. Transactional leadership is beneficial to information technology ability and knowledge management process ability. Informational technology ability is beneficial to knowledge management process ability and organizational performance. Knowledge management process ability is beneficial to organizational performance.