儀然智德－商務禮儀知識管理對組織績效影響之研究

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Title:	儀然智德－商務禮儀知識管理對組織績效影響之研究
Other Titles:	Etiquette Nature Wisdom Morality--A Study on the Impact of Business Etiquette Knowledge Management on Organizational Performance
Authors:	王淑慧 WANG, SHU-HUI
Contributors:	企業管理學系管理科學碩博士班黃國忠 HUANG, KUO-CHUNG
Keywords:	商務禮儀;知識管理;組織績效 Business Etiquette;Knowledge Management;Organizational Performance
Date:	2023
Issue Date:	2023-11-13 14:47:11 (UTC+8)
Abstract:	本研究探討商務禮儀知識管理、對組織績效之間的影響，研究使用質性研究方法，透過文獻分析和專家訪談，探究商務禮儀知識管理對組織績效的影響。研究者對商業禮儀的概念源於職場生命教育的養成、社會經歷的磨練、個人宗教信仰等，藉由商務服務實踐內化，並透過知識管理思維探索禮儀背後的價值，進而調整管理方針，以實現組織績效目標。研究過程對百餘份文獻的分析和7位各專業領域的專家訪談，綜合交叉驗證和整合了參與者對商務禮儀、知識管理和組織績效的看法和意見，並進行相關性分析，以增強其相關性和信度。　　主要研究目的為理解商務禮儀其涵義，藉由知識管理落實時在生活中的同時，讀做一個人、讀明一點理，讀悟一點緣、讀懂一顆心，創造出善美的效益成果。研究內容包含：(1)探討商務禮儀之內涵與其知識之內化的重要性；(2)探討商務禮儀、知識管理與組織績效之間的關聯性；(3)探討透過知識管理在商務禮儀應用與生活態度之適用，所影響的組織績效可能性之認知；(4)提出相關建議。　　研究結果顯示，商務禮儀、知識管理和組織績效之間存在相互正向關聯和仲介效果。在商務禮儀對組織績效的影響方面，商務禮儀有助於促進組織內部的溝通和協作，減少誤解和衝突，建立專業的工作環境，提高工作效率和組織效能，包含溝通、禮儀文書等，可以幫助人們在商業環境中建立積極的形象和關係，進而提高工作效率。其重要因素蘊藏個人形象、內涵素養、人際關係、教育培訓、經驗延續和禮儀實踐等。在知識管理對組織績效的影響方面，教育和培訓是知識管理的重要組成部分，可以促進員工的知識和技能的提高，進而促進商業禮儀和知識管理的實踐，強調知識共用和知識轉移，可以促進企業內部和外部的知識流通，增加創新和競爭力。公司應該建立一個有效的知識管理系統，包括知識庫、社交媒體平臺、員工培訓和知識共用會議等，以促進知識的流通和共用，從而提高員工的專業知識和技能水準，增加組織績效。　　因此，研究建議組織應注重商務禮儀知識的內化、學習和實踐，對於個人素質和職場生涯發展也具有重要意義。透過商務禮儀提升自身素質，適應商務環境，建立良好的職場形象和人際關係，並應用知識管理提高對組織績效的貢獻。最後，研究建議未來的研究方向，探索商業禮儀知識管理內化的學習過程和影響因素，以及不同行業和文化背景對商業禮儀的看法和應用等等。這項研究為組織提供了有關如何運用商務禮儀和知識管理來改善績效的重要洞察和建議，同時也為未來相關研究提供了參考依據和方向。　　This study explores the impact of business etiquette and knowledge management on organizational performance. The research employs a qualitative research method and utilizes literature analysis and expert interviews to investigate the influence of business etiquette and knowledge management on organizational performance. The concept of business etiquette in this study is originated from the development of workplace life education, social experiences, personal religious beliefs and etc. By internalizing business services practices and exploring the values behind etiquette through knowledge management thinking, the management policies can be adjusted to achieve organizational performance goals. The research process analyzed over a hundred documents and interviewed seven experts from various professional fields. The study integrates and cross-validates participants' perspectives and opinions on business etiquette, knowledge management, and organizational performance, and conducts correlation analysis to enhance their relevance and reliability.　　The main research objective is to understand the meaning of business etiquette and its importance in the internalization of knowledge management in daily life in order to embody the principles of being a good person, understanding certain principles, grasping some connections, and comprehending the human heart, to create beneficial outcomes of goodness and beauty. The research content includes: (1)explore the essence of business etiquette and the importance of internalizing its knowledge, (2)investigate the relationship between business etiquette, knowledge management, and organizational performance, (3)examine the applicability of knowledge management in the application of business etiquette and attitudes towards life, and the perceived possibilities of influencing organizational performance, (4) providing relevant recommendations.　　The results of the study indicate that there is a positive correlation and mediating effect between business etiquette, knowledge management, and organizational performance. Regarding the impact of business etiquette on organizational performance, business etiquette helps to facilitate communication and collaboration within the organization, reducing misunderstandings and conflicts, establishing a professional work environment, and enhancing work efficiency and organizational effectiveness. This includes aspects such as effective communication and proper documentation, which help individuals to build a positive image and relationships in the business environment, thus improving work efficiency. Important factors underlying this influence include personal image, internal cultivation, interpersonal relationships, education and training, experience continuity, and etiquette practices.　　The important factors include personal image, internal quality, interpersonal relationships, education and training, experience continuity and etiquette practices. In terms of the impact of knowledge management on organizational performance, education and training are integral components of knowledge management that promote the improvement of employees’ knowledge and skills. This, in turn, facilitates the practical application of business etiquette and knowledge management by emphasizing knowledge sharing and transfer, fostering the circulation of knowledge within and outside the company, and increasing innovation and competitiveness. Companies should establish an effective knowledge management system, including knowledge repositories, social media platforms, employee training, and knowledge sharing conferences, to promote the circulation and sharing of knowledge, thereby enhancing employees' professional knowledge and skills and increasing organizational performance.　　Therefore, the study suggests that organizations should focus on the internalization, learning, and practice business etiquette knowledge, which also holds significance for personal qualities and career development. By enhancing oneself through business etiquette, adapting to the business environment, establishing a good professional image and interpersonal relationships, and applying knowledge management to contribute to organizational performance. Finally, future research directions are suggested to explore the learning process and influencing factors of internalizing business etiquette knowledge management, as well as the perspectives and applications of business etiquette in different industries and cultural backgrounds. This study provides important insights and recommendations for organizations on how to utilize business etiquette and knowledge management to improve performance, while also serving as a reference and direction for future related research.
Appears in Collections:	[Department of Business Administration, Master/Ph.D Program in Management Sciences] Disserations and Theses(Master and Doctoral Program in Management Sciences)

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