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題 名 | 與解決問題有關的知識分享互動模式--以認知觀點=A Study on the Knowledge Sharing Model for Problem Solving: The Cognitive Perspective |
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作 者 | 許芳銘; 張志舜; | 書刊名 | 交大管理學報 |
卷 期 | 26:2 民95.12 |
頁 次 | 頁187-214 |
分類號 | 494 |
關鍵詞 | 知識分享; 問題解決; 認知; Knowledge sharing; Problem solving; Cognition; |
語 文 | 中文(Chinese) |
中文摘要 | 知識分站不是組織的目的,組願意推動知識分站其目的乃在於建構本身的能力,以解決其現階段或下階段所面臨的問題。本研究採用認知的觀點,將解決問題的過程分為問題描述、原因分析、要因解釋、對策擬定四個階段,並且依序透過實務上的問題情境,探討在此四個解決問題階段中,不同的知識分站互動方式使面臨問題者對問題認知的影響。研究結果顯示在四個階段中,請教資深同仁、定期經驗分站、團隊互動開會、以及調閱客訴歷史紀錄等知識分站互動方式均能顯著地提昇面臨問題者對問題的認知了解。另外,就知識特性而言,隱性知識比顯性知識更為重要。最後,組織若能朔造高度分站的情境,也能有效提升知識分站互動方式的效能。 |
英文摘要 | Knowledge sharing is not the ultimate purpose, but is the intermediate process of organizations. Applications on increasing organizational capabilities and solving problems in present or next stages are essential enablers to make knowledge sharing valuable. Through cognitive perspective, this study classifies the problem-solving processes into four stages: problem formulation, causes analysis, root cause interpretation, and alternatives formulation. Knowledge sharing activities in four empirical scenarios are investigated to conclude the important factors for problem solving. This study indicates that consulting senior colleagues, regularly sharing experience, interacting with team members, and reviewing historical complaint-cases reports were significantly useful for improving the understanding and solving of problems. Tacit knowledge is more important than explicit one. This study also finds that highly cooperative sharing environment could increase the effectiveness of knowledge sharing interactions. |
本系統中英文摘要資訊取自各篇刊載內容。