錯誤管理文化對組織績效的影響─以組織學習為中介變項

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蔡宇喬(Yu-Chiao Tsai) 查詢紙本館藏

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人力資源管理研究所

論文名稱

錯誤管理文化對組織績效的影響─以組織學習為中介變項
(The Relationship between Error Management Culture andOrganizational Performance: The Mediating Effect of Organizational Learning)

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摘要(中)

「人非聖賢，孰能無過」，是從古流傳至今的至理名言，說明了身而為人，若要完全避免及排除錯誤是不可能的。儘管所有人都會犯錯，人們還是不願意或是不習慣談論自己所犯的過錯，因為錯誤的經驗通常是不愉快的，因此，要能夠坦然面對錯誤，從錯誤中學習，似乎不是那麼容易。然而，我們必頇知道，害怕犯錯抑或是害怕承認錯誤，可能會產生更多的負面效應。舉例來說，若組織反對
犯錯，只會使得組織變得畏縮或過於小心，這樣的組織運作模式，使得組織不願意冒險，似乎也無法促進組織學習以順應環境的改變，進而可能導致更嚴重以及無法挽回的失敗。因此，本研究旨在探討錯誤管理文化、組織學習以及組織績效間的關係及影響，藉此了解企業可否經由培養正向的錯誤管理文化，進而強化其組織學習，最終提升組織績效。
本研究採電子問卷以及紙本問卷並行的方式來進行資料收集，總計共發放471份問卷，回收152份，回收率達32.27%。在研究對象方面主要以銀行保險業、電子資訊業、製造業、運輸倉儲業、批發零售業以及專業、科學及技術服務(例如法律及顧問業)之專業人員、基層主管以及中高階主管為研究對象。由於一家公司的文化應為貫徹一家公司的精神，每位員工對錯誤管理文化的體會與認知應相同，因此問卷發放對象以一家公司一人填答為主，且不限制填答人是否擔任管理職。
根據研究結果顯示，正向的錯誤管理文化對組織學習以及組織績效皆呈現顯著正向之影響，且正向錯誤管理文化對組織績效的影響力頇透過組織學習為中介媒介才能發揮，也就是說，當錯誤發生時，若組織能夠盡量減少發生錯誤時所帶來的負面影響(例如減少錯誤的責備)，並且增加發生錯誤時可能帶來潛在的正面影響(例如從錯誤中學習)，便能促進組織的學習，進一步提升組織的績效。

摘要(英)

Although human error is universal and inevitable, most of us are unwilling or not used to talk about it when it happens because there are always unpleasant experiences
come after error. Even though it seems not that easy for human to face error and to learn from it, we have to know if we are afraid to confront error, it can result in much
more negative consequences. In this way, the major aim of this study is to clarify the casual relationship between error management culture and organizational performance,
particularly with the focus of the mechanism of organizational learning to see if organizations can strengthen organizational learning and increase organizational performance by molding error management culture.
The data in this study were primarily collected from questionnaires. To ensure the relations between error management culture and organizational performance
would not be restricted to certain industry sector, we included different industries in our sample: banks, insurance, wholesale, retail trade, consultancy, manufacturing, transport, and high-tech industry.
The findings of this study were that error management culture was positively related to organizational learning and organizational performance, and the results also
verify the mediating role of organizational learning, suggesting that organizations may want to mold error management culture as a way to enhance organizational learning and in order to boost organizational performance.

關鍵字(中)

★ 組織學習
★ 錯誤管理文化
★ 組織績效

關鍵字(英)

★ Organizational learning
★ Organizational performance
★ Error management culture

論文目次

第壹章、緒論 ........................................... 1
第一節、研究背景與動機 ................................. 1
第二節、研究目的 ....................................... 2
第三節、研究流程 ....................................... 3
第貳章、文獻探討........................................ 4
第一節、錯誤管理文化 ................................... 4
第二節、組織學習 ....................................... 8
第三節、組織績效 ...................................... 12
第四節、錯誤管理文化與組織學習 ........................ 17
第五節、組織學習與組織績效 ............................ 19
第六節、錯誤管理文化與組織績效 ........................ 20
第參章、研究方法....................................... 23
第一節、研究架構與研究假設 ............................ 23
第二節、研究對象 ...................................... 24
第三節、研究變項與操作性定義 .......................... 24
第四節、統計分析方法 .................................. 29
第肆章、研究結果....................................... 31
第一節、研究樣本特性描述 .............................. 31
第二節、因素分析 ...................................... 33
第三節、信度分析 ...................................... 38
第四節、相關分析 ...................................... 38
第五節、迴歸分析 .......................................40
第六節、組織學習對錯誤管理文化與組織績效之中介效果分析..44
第七節、組織學習對錯誤管理文化因素構面與組織績效之中介效果分析 46
第伍章、研究結論與建議 ................................ 51
第一節、研究假設驗證結果 .............................. 51
第二節、管理實務意涵與應用 ............................ 54
第三節、研究限制與建議 ................................ 55
參考文獻 ............................................... 58
附錄一、研究問卷........................................ 67

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指導教授

黃同圳(Tung-Chun Huang)

審核日期

2009-6-13

推文