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題 名 | 航空公司空服員知識管理與工作績效影響之研究=The Influence on Knowledge Management with the Job Performance of Airlines' Cabin Crew |
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作 者 | 李貽鴻; 鄭雅方; 陳宏斌; | 書刊名 | 管理實務與理論研究 |
卷 期 | 5:1 2011.03[民100.03] |
頁 次 | 頁18-34 |
分類號 | 557.92 |
關鍵詞 | 知識管理; 工作績效; Knowledge management; Job performance; |
語 文 | 中文(Chinese) |
中文摘要 | 航空公司空服員的工作表現是航空業吸引顧客的重要因素之一,因此本研究將從空服員不同的背景,研究知識管理對工作績效所產生的影響。本研究首先探討相關文獻,並參考C航空公司知識管理與空服員考評方式,將知識管理分爲知識取得、知識儲存、知識分享與知識應用四個構面;另將工作績效分爲工作效率、工作品質及工作熱忱與創新三個向度,設計出符合本研究之問卷,以C航空公司全體空服員進行抽樣調查。本研究結果發現:一、C航空公司空服員性別、年齡、職位、年資,與知識管理有顯著正相關。二、C航空公司空服員性別、年齡、職位、學歷、年資,與其工作績效有顯著正相關。三、C航空公司空服員之知識管理與其工作績效有顯著的正相關。 |
英文摘要 | Service provided from flight attendant is one of the indexes when a passenger wants to choose airlines to fly with. Based on this assumption, this study is going to research about how knowledge management (KM) can affect flight attendant's job performance. The first part of this research is composed by KM and job performance related literature. Coped with C Airlines current flight attendant evaluation system and KM, we divide KM into four dimensions aspects to discuss about: knowledge acquisition, knowledge storage, knowledge sharing and application of knowledge management. Also, regarding job performance, we will use efficiency, quality and enthusiasm and innovation as criteria to design a survey which can illustrate our research the best. This survey will be answered by C Airlines flight attendant only. From the output of this study, we are finding: 1. Gender, age, job position and working experience is significance positive correlation to KM of C Airline's flight attendants. 2. Gender, age, job position, antecedent and working experience is significance positive correlation to job performance of C Airline's flight attendants. 3. The KM of C airline's cabin crew is positive correlation to its job performance. |
本系統中英文摘要資訊取自各篇刊載內容。