A Research of the Influence of Knowledge Sharing on Service Behavior by Social Network of KUO YUAN YE Foods Co., Ltd.

• Main Authors: Chao,Ting-Ting, 趙婷婷
• Other Authors: Su,Chien-Hsun
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/39901495475941522940

碩士 === 致理技術學院 === 企業管理系服務業經營管理碩士班(含碩士在職專班) === 103 === The 21 century is the age of knowledge economy and network,many companies take social network as the method of communication and knowledge sharing between staffs. The 21 century also is the age of service which dominated the economic development, no matter in traditional industry or new industry, especially in inspecti- on and certification industry. To create added value through service has become the basic chips for competition. KUO YUAN YE Foods Co., Ltd. is a traditional cookies company,faces the changes of social value(ex: marry late or never,declining birth rat- e ) and attacks(the reduce quantity of sale), how to increase the customer satisfaction and loyalty by promote service behavior? The manager of sales department sets up social networks and hope to promote salesperson’s professional knowledge and improve service quality by managing social networks. This research is aimed at the Influence about knowledges Sharing on service behavior by social setwork of KYY. This research takes the members in the《GPSCP》social network of KYY. as the targets and gets research samples through online questionnaires. To take back 132 effective questionnaires by all of the first line salespersons in Taiwan, to use package software SPSS V.19 as the data analysis tool, and to analyze the obtained sample data through hierarchical regression analysis to verify this research’s Hypo- thesis. This research’s result indicates that： 1. Knowledge sharing has significant positive correlation to absorptive capability of organization. 2. Absorptive capability of organization has significant positive correlation to service behavior. 3. Knowledge sharing has significant correlation to service behavior. 4. Absorptive capability of organization has partial intermediary effect between knowledge sharing on social network and service behavior. 5. The climate of organization support doesn’t have interference effects between knowledge sharing and absorptive capability of organization. Finally, submit management opinion and suggestion upon the research result, for practical application reference.