طراحي و تبيين مدل اثربخشي مديريت دانش بر اثربخشي سازمان هاي خدماتي: رويكرد آميخته

Designing and Explaining the Model of Knowledge Management Effectiveness on the Effectiveness of Service Organizations: A Mixed Approach

ﻫﺪف از اﺟﺮاي اﯾﻦ ﭘﮋوﻫﺶ ﺗﻌﯿﯿﻦ ﻣﺆﻟﻔﻪﻫﺎي ﻣﺪﯾﺮﯾﺖ داﻧﺶ و ﺑﺮرﺳﯽ ﻣﯿﺰان ﺗﺄﺛﯿﺮ آن ﺑﺮ اﺛﺮﺑﺨﺸﯽ ﺳﺎزﻣﺎﻧﯽ اﺳﺖ. ﺑﺮاي اﯾﻦ ﻣﻨﻈﻮر از روشﺷﻨﺎﺳﯽ آﻣﯿﺨﺘﻪ اﺳﺘﻔﺎده ﺷﺪ. در ﻣﺮﺣﻠﻪ ﮐﯿﻔﯽ اﺑﺘﺪا ﺑﺮ اﺳﺎس ﭘﯿﺸﯿﻨﻪ ﻧﻈﺮي و ﺗﺠﺮﺑﯽ، ﻣﺆﻟﻔﻪﻫﺎي ﻣﺪﯾﺮﯾﺖ داﻧﺶ، ﻣﺸﺨﺺ ﺷﺪ. ﺳﭙﺲ ﺑﻪ ﮐﻤﮏ 11 ﺧﺒﺮه ﺑﺎ اﺟﺮاي ﺳﻪ ﻣﺮﺣﻠﻪ ﭘﺎﻧﻞ دﻟﻔﯽ، ﻣﯿﺰان ﺗﻮاﻓﻖ آﻧﻬﺎ در ﺧﺼﻮص ﻣﺆﻟﻔﻪﻫﺎ ﺑﺎ ﺿﺮﯾﺐ ﮐﻨﺪال )W( ﻣﺸﺨﺺ ﺷﺪ. در ﻣﺮﺣﻠﻪ ﮐﻤﯽ، ﺑﺮ اﺳﺎس ﻧﺘﺎﯾﺞ ﺑﺨﺶ ﮐﯿﻔﯽ، ﯾﮏ ﭘﺮﺳﺸﻨﺎﻣﻪ ﻣﺪﯾﺮﯾﺖ داﻧﺶ ﺗﻬﯿﻪ و ﻫﻤﺮاه ﺑﺎ ﭘﺮﺳﺸﻨﺎﻣﻪ اﺛﺮﺑﺨﺸﯽ ﺳﺎزﻣﺎﻧﯽ ﺑﯿﻦ 293 ﻧﻔﺮ ﺑﻪ روش در دﺳﺘﺮس ﺗﻮزﯾﻊ ﺷﺪ. رواﯾﯽ ﺳﺎزه ﻫﺮ دو ﭘﺮﺳﺸﻨﺎﻣﻪ ﺑﺎ ﺗﺤﻠﯿﻞ ﻋﺎﻣﻠﯽ ﺗﺄﯾﯿﺪي ﺑﺮرﺳﯽ ﺷﺪ ﮐﻪ ﻧﺘﺎﯾﺞ ﻣﻄﻠﻮب ﺑﻮد. آﻟﻔﺎي ﮐﺮاﻧﺒﺎخ ﭘﺮﺳﺸﻨﺎﻣﻪﻫﺎي ﻣﺪﯾﺮﯾﺖ داﻧﺶ و اﺛﺮﺑﺨﺸﯽ ﺳﺎزﻣﺎﻧﯽ ﻧﯿﺰ ﺑﻪ ﺗﺮﺗﯿﺐ 0/96 و 0/93 ﺑﻪ دﺳﺖ آﻣﺪ. ﺑﺮاي ﺗﺤﻠﯿﻞ دادهﻫﺎ از ﺗﺤﻠﯿﻞ ﻣﺴﯿﺮ و ﻣﺪلﯾﺎﺑﯽ ﻣﻌﺎدﻟﻪ ﺳﺎﺧﺘﺎري اﺳﺘﻔﺎده ﺷﺪ. ﻧﺘﺎﯾﺞ ﻧﺸﺎن داد ﮐﻪ ﻣﺪﯾﺮﯾﺖ داﻧﺶ ﺑﺮ اﺛﺮﺑﺨﺸﯽ ﺳﺎزﻣﺎﻧﯽ ﺗﺄﺛﯿﺮ ﻣﺜﺒﺖ دارد، ﺑﻪﻃﻮري ﮐﻪ 7/6 درﺻﺪ از وارﯾﺎﻧﺲ اﺛﺮﺑﺨﺸﯽ ﺳﺎزﻣﺎﻧﯽ ﺗﻮﺳﻂ ﻣﺪﯾﺮﯾﺖ داﻧﺶ ﺗﺒﯿﯿﻦ ﻣﯽﺷﻮد. در ﺑﯿﻦ ﻣﺆﻟﻔﻪﻫﺎي ﻣﺪﯾﺮﯾﺖ داﻧﺶ، ﻓﻘﻂ ﻣﺆﻟﻔﻪﻫﺎي اﯾﺠﺎد، ﺣﻔﻆ و ﺑﻪ ﮐﺎرﮔﯿﺮي داﻧﺶ ﺑﺮ ﻣﺘﻐﯿﺮ اﺛﺮﺑﺨﺸﯽ ﺳﺎزﻣﺎﻧﯽ ﺗﺄﺛﯿﺮ ﻣﺜﺒﺖ دارﻧﺪ. ﺑﺮ اﯾﻦ اﺳﺎس، ﻟﺰوم ﺗﻮﺟﻪ ﺑﻪ ﻣﺆﻟﻔﻪﻫﺎي اﯾﺠﺎد، ﺣﻔﻆ و ﺑﻪ ﮐﺎرﮔﯿﺮي ﺑﻪﻣﻨﻈﻮر دﺳﺘﯿﺎﺑﯽ ﺑﻪ اﺛﺮﺑﺨﺸﯽ ﺳﺎزﻣﺎﻧﯽ ﻣﻮرد ﺗﺄﮐﯿﺪ اﺳﺖ.

The present study aimed to identify the components of knowledge management and examine their impact on organizational effectiveness. For this purpose, a mixed-method approach was used. In the qualitative stage, the knowledge management components were initially determined by theoretical and empirical literature review; afterward, the agreement among 11 experts on the extracted components was obtained by the Kendall agreement coefficient (W), using the three stages of the Delphi panel. In a quantitative stage, the knowledge management questionnaire was developed based on the qualitative stage results and administered, along with the organizational effectiveness questionnaire, to 293 individuals, selected by convenience sampling. The construct validity of both questionnaires was assessed by confirmatory factor analysis, which showed good results. Furthermore, the reliability coefficients of the knowledge management and the organizational effectiveness questionnaires, estimated by Cronbach’s alpha, were .96 and .93, respectively. Path analysis and structural equation modeling were used to analyze the quantitative data. The results revealed that knowledge management positively influenced organizational effectiveness, and about %7.6 of its variance was explained by knowledge management. Among the knowledge management components, only knowledge creation, knowledge retention, and knowledge application positively influenced organizational effectiveness. It can be concluded that knowledge creation, retention, and application need to be emphasized in achieving organizational effectiveness