在21世紀的知識經濟洪流?堙A知識工作不斷增加，人民對於政府機關提供知識經濟時代所需的知識密集與公共政策的服務需求與日俱增，因此建構知識型政府，在「知識管理」的體系下善用知識管理的策略創造知識的價值，提昇為民服務品質，以強化國家的競爭力，已是當今政府機關施政的重要目標之一。然而「人力資本」在公部門致力於提昇服務品質上，確為一個重要影響因素，因為惟有「人」才能轉化組織的各種資源，成為有價值的服務與產品，使之成為具體的績效表現。人力資源管理大師Ulrich（1998）曾對智慧資本下一重要定義“智慧資本=能力x承諾”，然而人員對公平的認知會影響其工作滿足、工作投入、對組織的承諾、對主管的信任等（鐘金玉，2001）。因此，建構知識型政府除須要有高素質的公務人力外，組織公平乃扮演一個極重要的媒介角色。
據此，本研究乃採便利抽樣方法，以高雄市政府所屬機關，執行對外服務民眾業務之所屬各單位、單位主管、單位人員及至上述各單位洽公之民眾為研究對象，探討知識管理策略對人力資本的影響效果、人力資本對服務品質的影響及組織公平在人力資本與服務品質之間的中介效果為何？以期能從研究中發現公部門之知識管理策略、人力資本、服務品質與組織公平之間的關聯性，進而對公部門能提供有助於提昇服務品質的看法與建議。本研究針對單位主管進行「知識管理策略」量表資料收集，共發放問卷106份，取得有效問卷為99份；單位人事人員進行「人力資本之組織人力結構」分量表資料收集，共發放問卷106份，取得有效問卷為105份；直接服務洽公民眾之單位人員（每單位五位）進行其他人力資本之「人員積極態度、學習文化、人力運用管理」分量表及「組織公平」分量表資料收集，共發放問卷530份，取得有效問卷為476份；至各研究對象洽公之民眾或與研究對象互動頻繁之事業單位（每單位發放五份問卷）進行「服務品質」量表資料收集，共發放問卷530 份，取得有效問卷為430份。經問卷發放、回收及運用相關統計方法分析結果，得到重要發現如下：

一、在公部門，知識管理策略對人力資本的提昇有正向的顯著影響。
二、在公部門，人力資本對服務品質有正向的顯著影響。
三、在公部門，人力資本對組織公平認知有正向的顯著影響。
四、在公部門，組織公平認知對服務品質有正向的顯著影響。
五、在公部門，組織公平在人力資本與服務品質之間具有中介效果。

With knowledge economy coming, knowledge workers increase unceasingly. The public's demand for new information and policies provided by the government in this era of information economics is increasing day by day. Without a doubt, constructing a knowledgeable government that uses efficient ways of managing information in order to increase the usefulness of different information under the system, and a government which promotes service quality to the general public in order to increase the nation's competitiveness in the world has become a key issue for the administration. However, since only “human being” can transfer any resources into valuable services and products to become concrete achievement performances; “human capital” devotes to the promotion of service quality in the public sectors is an important influence. Ulrich (1998) define Intellectual Capital as：“Intellectual Capital = Competence * Commitment” However, views of human towards justice will influence the satisfaction of work, work effort, faith towards the organization and trust of supervisors, etc. Therefore, constructing a knowledgeable government in addition to high official quality, organization justice acts an extremely important role of connection.
According to the above, This paper focus on the relationship between human capital and service quality. In addition, it provides insight to how knowledge management strategy affects human capital. Furthermore, we also want to discuss the mediating effect of organizational justice on the relationship of human capital and service quality. The sample in this study consisted of 99 supervisors, 105 personnel staffs, 476 civil servants, and 430 customers by convince sampling.
The results demonstrated as bellows:

1. In public sectors, knowledge management strategy was positive related to human capital.
2. In public sectors, service quality increased when human capital was high.
3. In public sectors, human capital has significant positive effect on the civil servants’ impression on organization justice.
4. In public sectors, civil servants’ impression on organization justice has significant positive effect on service quality.
5. Organization justice mediated the relationship between human capital and service quality.

目 錄

第一章 緒 論...........................................................1
第一節 研究背景與動機.................................................1
第二節 研究目的.......................................................3
第三節 研究流程.......................................................4
第二章 文獻探討........................................................5
第一節 人力資本.......................................................5
第二節 知識管理策略..................................................15
第三節 服務品質..................................................... 20
第四節 組織公平..................................................... 31
第三章 研究方法...................................................... 38
第一節 研究架構..................................................... 38
第二節 研究假設..................................................... 39
第三節 研究變項的操作性定義與衡量................................... 40
第四節 資料蒐集與研究樣本........................................... 43
第五節 資料分析方法................................................. 49
第六節 信度及效度分析............................................... 51
第四章 研究結果分析.................................................. 56
第一節 各研究變項間之相關分析....................................... 56
第二節 不同屬性在人力資本、組織公平與服務品質之差異分析............. 59
第三節 各研究變項間之影響性分析......................................64
第四節 組織公平的中介效果分析與探討................................. 69
第五節 研究假設驗證彙整..............................................73
第五章 結論與建議.....................................................78
第一節 研究結論..................................................... 78
第二節 研究限制..................................................... 82
第三節 研究建議..................................................... 83
參考文獻............................................................. 85
中文部份............................................................ 85
英文部份............................................................ 87
附錄 研究問卷......................................................... 94
圖 目 錄

圖1-1-1 研究流程........................................................4
圖2-2-1 管理策略分類圖.................................................16
圖2-2-2 知識管理策略與知識管理類型之對應關係...........................17
圖2-3-1 The Nordic Model 北歐模式.......................................23
圖2-3-2 服務品質觀念性模式.............................................24
圖2-3-3 服務品質三種構面模式...........................................25
圖2-3-4 服務品質之多層面與多構面模式...................................26
圖2-3-5 平衡績效衡量系統............................................... 29
圖2-4-1 組織公平與前因、後果變項相關性的探討...........................36
圖3-1-1 研究架構圖.....................................................38
表 目 錄

表2-1-1 人力資本定義彙總表................................................8
表2-1-2 人力資本衡量指標彙整表...........................................14
表2-2-1 知識管理策略分類彙整表...........................................18
表2-3-1 服務品質定義彙整表...............................................22
表2-3-2 績效衡量指標.....................................................30
表2-4-1 Adams 平等理論-員工選取參比較標的四種路徑.......................32
表2-4-2 Adams 的平等理論................................................32
表3-4-1 問卷發放及回收統計情形表.........................................43
表3-4-2 研究單位樣本特性.................................................44
表3-4-3 研究單位主管樣本特性.............................................45
表3-4-4 研究單位人員樣本特性.............................................47
表3-4-5 研究單位洽公民眾樣本特性.........................................48
表3-6-1 人力資本之因素結構及因素負荷量...................................52
表3-6-2 服務品質之因素結構及因素負荷量...................................53
表3-6-3 知識管理之因素結構及因素負荷量...................................54
表3-6-4 組織公平之因素結構及因素負荷量...................................55
表4-1-1 知識管理策略、人力資本、組織公平與服務品質間之相關分.............58
表4-2-1 不同單位規模與各變項之單因子變異數分析...........................59
表4-2-2 不同性別與各變項間之t檢定表......................................60
表4-2-3 官等與各變項之單因子變異數分析...................................61
表4-2-4 教育程度與各變項之單因子變異數分析...............................62
表4-2-5 年齡與各變項之之單因子變異數分析.................................63
表4-3-1 知識管理策略對人力資本之迴歸分析表...............................64
表4-3-2 人力資本對服務品質之複迴歸分析表.................................65
表4-3-3 人力資本對組織公平之複迴歸分析表.................................66
表4-3-4 人力資本各構面對組織公平之迴歸分析表.............................66
表4-3-5 組織公平對服務品質之複迴歸分析表.................................67
表4-3-6 組織公平對服務品質之複迴歸分析表.................................68
表4-4-1 組織公平對人力資本各構面與服務品質之層級迴歸分析表...............71
表4-5-1 單位基本特性與各研究變項差異分析彙整表...........................73
表4-5-2 研究單位人員個人屬性與各研究變項差異分析彙整表...................75
表4-5-3 知識管理策略對人力資本之影響力驗證彙整表.........................75
表4-5-4 人力資本對服務品質之影響力驗證彙整表.............................76
表4-5-5 人力資本對組織公平之影響力驗證彙整表.............................77
表4-5-6 組織公平對服務品質之影響力驗證彙整表.............................77
表4-5-7 組織公平對人力資本及服務品質間之中介效果驗證彙整表...............77
表5-1-1 研究假設驗證彙整表...............................................81

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