隨著科技進步及網路普及，即時通訊軟體已成為組織成員間交換資訊的首選，更進一步被認為是促進溝通與分享內容的重要工具，而使用社交媒體或平台可能會促進個人或組織知識的協作與分享，因此本研究試圖探討利用即時通訊軟體進行知識分享的前因(信任、評估顧慮、性格)及後果(創新行為、組織公民行為)。
本研究以擁有即時通訊軟體使用經驗的全職員工為研究對象，有效樣本255份。實證結果顯示，使用者的信任、開放性格、親和性格對於利用即時通訊軟體進行知識分享有正向顯著之影響，且利用即時通訊軟體進行知識分享對於創新行為以及組織公民行為有正向顯著之影響；另本研究亦發現，利用即時通訊軟體進行知識分享的行為，對於開放性格與創新行為之間具有中介效果，對於開放性格與親和性格與組織公民行為之間具有中介效果。
本研究之意涵為，管理者應該於組織中營造信任的氛圍，這將有助於成員於組織中增加對同儕信任，並讓擁有開放性格、親和性格的成員成為知識分享的先行者貢獻其知識，且鼓勵組織成員間不定期利用即時通訊軟體進行知識分享交流，並以正式交流(如，小組討論)和非正式交流(如，教育訓練、角色學習)藉此促進組織成員間有效的知識分享，最終提高組織成員的合作發展績效、創新行為與組織公民行為。

Following advances in technology and the popularization of the Internet, instant messaging software has become the number one choice for exchanging information among organization members. Said software is also deemed a crucial tool for such members to promote communication and content-sharing. Because the use of social media or platforms facilitates collaboration and sharing of knowledge among organizations or their members, this study investigated the factors (i.e., trust, evaluation apprehension, and personality) contributing to organization members using instant messaging software and the effects of using software on their knowledge-sharing behavior (i.e., innovative behavior and organizational citizenship behavior).
This study recruited full-time employees with experience in using instant messaging software as the study participants. In the end, 255 valid samples were collected. The empirical results showed that the users trust in instant messaging software, their openness trait, and their agreeableness trait exhibited a significant and positive effect on their use of instant messaging software to share knowledge. In addition, their use of such software to share knowledge exhibited a significant and positive effect on their innovative behavior and organizational citizenship behavior. Additionally, this study found that the use of instant messaging software to share knowledge mediated the effect of openness trait on innovative behavior; mediated the effect of openness trait on organizational citizenship behavior; and mediated the effect of agreeableness trait on organizational citizenship behavior.
This study recommends that managers build a trust-oriented atmosphere in organizations to help their members increase the trust of their peers; and assist members who are open and agreeable in becoming forerunners in knowledge sharing. Additionally, this study encourages organization members to periodically use instant messaging software to share knowledge, and formal exchanges (e.g., group discussions) and informal exchanges (e.g., education, training, and role-learning) to facilitate effective knowledge sharing among organization members, thereby elevating their cooperative development performance, innovative behavior, and organizational citizenship behavior.

誌謝 I
摘要 II
ABSTRACT III
目錄 V
表目錄 VIII
圖目錄 IX
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 4
第三節 研究流程 5
第二章 文獻探討 7
第一節 利用即時通訊軟體進行知識分享 7
壹、理論應用 7
貳、知識分享的定義與重要性 8
參、影響知識分享之因素 9
第二節 信任與利用即時通訊軟體進行知識分享 10
壹、信任定義 10
貳、信任與利用即時通訊軟體進行知識分享的關係 11
第三節 評估顧慮與利用即時通訊軟體進行知識分享 12
壹、評估顧慮定義 12
貳、評估顧慮與利用即時通訊軟體進行知識分享的關係 12
第四節 性格與利用即時通訊軟體進行知識分享 13
壹、性格定義 13
貳、性格與利用即時通訊軟體進行知識分享的關係 13
第五節 利用即時通訊軟體進行知識分享與創新行為 15
壹、創新行為定義 15
貳、利用即時通訊軟體進行知識分享與創新行為的關係 15
第六節 利用即時通訊軟體進行知識分享與組織公民行為 16
壹、組織公民行為定義 16
貳、利用即時通訊軟體進行知識分享與組織公民行為的關係 17
第七節 研究架構 18
第三章 研究方法 19
第一節 研究對象 19
壹、施測對象 19
貳、發放方式 19
參、採用形式 19
第二節 研究設計 20
壹、信任 20
貳、評估顧慮 21
參、性格 22
肆、知識分享 23
伍、創新行為 24
陸、組織公民行為 25
柒、控制變數 27
第三節 資料分析方法 28
壹、問卷篩選 28
貳、敘述性統計 28
參、信效度分析 28
肆、相關係數分析 28
伍、迴歸分析 28
第四章 研究結果 29
第一節 樣本基本資料分析 29
壹、問卷回收情況 29
貳、樣本結構資料統計分析 29
第二節 相關分析 30
壹、問卷構面信度分析 30
貳、相關係數分析 31
參、區別效度分析 33
第三節 假設檢驗 35
壹、信任、評估顧慮、性格與知識分享關係驗證 35
貳、知識分享與創新行為、組織公民行為關係驗證 36
第五章 結論與建議 39
第一節 理論意涵 39
壹、本研究與過去文獻驗證 39
貳、延伸探討-中介效果驗證 40
第二節 管理意涵 42
第三節 研究限制與未來研究建議 43
參考文獻 45

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