隨著知識經濟時代來臨，知識被企業界視為重要的資產，同時也是企業本身競爭能力的表徵，知識管理乃成為一項重要的議題。國道客運業為國內長途運輸中不可或缺的一種運輸方式，但汽車客運業仍被視為傳統產業，其經營策略與思維較其他客運業相比，顯得較為薄弱。所以若能探討目前國道客運業運作知識管理之情形，並有效地將知識管理概念導入其產業中，勢必能夠帶領國道客運業跟上新時代的腳步。
藉由回顧相關文獻後，本研究制定出適合評量國道客運業在此課題之績效指標，稱為國道客運業知識管理績效指標(Knowledge Management Performance Index for Intercity Bus Insdustry, KMPIB)，由於知識管理流程(Knowledge Circulation Process, KCPB)長期以來被認為是執行知識管理活動重要的程序，而成為本研究指標之衡量關鍵，進而建立KCPB與KMPIB間之關係式。本研究指標以知識管理流程為主體，結合企業文化、領導、資訊科技等知識管理促動要素，以瞭解運作知識管理活動與績效間之關連。
當知識管理流程效率愈好時，企業漸漸成為知識密集度高與競爭力高的企業，知識管理績效指標則愈佳，呈現正向影響。為驗證此指標對於國道客運業之可用性，本研究進行相關業者之普查，共回收22家公司83份樣本，另考量三個主要評斷國道客運業營運績效之標的，分別為司機生產力、車輛營收力、產出營收力。經由此三項標的與KMPIB之相關性分析，可以證實執行知識管理活動會正向影響國道客運業績效，本研究之結果可供國道客運業作為檢討營運及組織績效之參考。

In the new economy era, knowledge is one of the critical assets for enterprises. Deployment of knowledge management (KM) has become an important source of competitive advantage for enterprises as well as the latest hot topic in the business world. Intercity bus industry is still considered a traditional industry although it is one of indispensable transportation in Taiwan. The operations strategy and operations thinking of intercity bus industry is far less than competitors. Therefore, it is highly desirable to assess the status of KM in intercity bus industry in Taiwan and efficiently introduce KM concept into intercity bus industry.
This research aims to examine the relationship between KM and operations performance for bus companies. According to the literature, knowledge management performance index for intercity bus industry (KMPIB) was established to measure the performance of KM.Knowledge circulation process (KCPB) is the most important component in KM context. This index includes the concept of KCPB, enterprise culture, leadership and information technology.
When KCPB efficiency increases, enabling firms to become knowledge-intensive, KMPIB will expand, yielding positive influence of KM on operations performance. To assess KMPIB’s contribution in intercity bus industry, a questionnaire survey was conducted and statistically analyed. Results indicate that KMPIB positively influences three measures of operations performance: revenue per bus per day, vehicle-kilometers per driver per day, and revenue per vehicle-kilometer. The theoretical and practical implications of the findings on KM for bus companies are discussed.

1. 中華民國經濟部網站，「知識創新與生活優質」的服務業政策，取自http://www.moea.gov.tw/index.htm，民國95年。
2. 任維廉、吳佳綺、胡凱傑，「國道客運業策略群組與營運績效之相關性分析」，運輸計劃季刊， 32卷2期，民國92年，頁297-318。
3. 任維廉、胡凱傑，「大眾運輸服務品質量表之發展與評估─以台北市公車系統為例」，運輸計劃季刊，30卷2期，頁371-408，民國90年。
4. 吳佳綺，國道客運業策略群組、營運績效與移動障礙相關性之研究，國立交通大學運輸工程與管理學系碩士論文，民國86年。
5. 吳萬益、林清河，企業研究方法，華泰書局，民國90年。
6. 呂堂榮，國道客運業服務品質、顧客滿意度與移轉障礙對消費者行為意向之影響，國立交通大學運輸科技與管理學研究所之未出版碩士論文，民國91年。
7. 洪茂森，領導行為、學習型組織、知識管理、企業文化對組織績效之實證研究，國立成功大學企業管理學系碩士論文，民國92年。
8. 苗延仁、汪守仁、林聰明，學習曲線在少量製造成本上的應用，國立台灣科技大學工程技術研究所工業管理組碩士論文，民國75年。
9. 唐富藏，台灣地區內陸運輸競爭與費率政策之研究，中央研究院經濟研究所，民國73年2月。
10. 張瑚淞，定期海運業知識管理能力之研究，國立成功大學交通管理科學系碩士論文，民國94年。
11. 陳永隆、莊宜昌，知識價值鏈，中國生產力中心，修訂一版，民國93年。
12. 陳宏杰，國道客運應用策略聯盟之研究，國立交通大學交通運輸研究所碩士論文，民國95年。
13. 陳順宇，多變量分析，三版，華泰書局，民國93年。
14. 創業圓夢網網站，「第五屆創新事業獎」，取自http://sme.moeasmea.gov.tw，民國94年。
15. 黃聯海、廖秋萍，「知識管理之研究現況與趨勢」，第10 屆全國品質管理研討會，83-92頁，民國93年。
16. 勤業管理顧問公司，知識管理的第一本書，商業周刊，民國89年。
17. 楊育群，知識管理在電信服務業客服中心之應用研究，國立成功大學企業管理學系碩士論文，民國90年。
18. 楊政學，知識管理學理與實證，揚智文化，初版，民國95年。
19. 溫源鳳、湯凱喻，知識管理-科技、研發、資訊與績效，普林斯頓國際，初版，民國94年。
20. 葉威麟，知識管理之應用於台灣半導體業，國立交通大學管理科學系碩士論文，民國91年。
21. 劉常勇，「知識管理的定義」，知識管理學習網站，取自http://www.cme.org.tw/know，民國92年。
22. 蕭文龍，多變量分析最佳入門實用書，碁峰資訊股份有限公司，初版，民國96年。
23. 蕭聿宏，國道客運業者就聯合票價及班距規劃之最佳化模式研究，私立中原大學土木工程學系碩士論文，民國95年。
24. 譚大純、汪昭芬，評估知識績效的八大類指標，會計研究月刊，第185期，民國90年。
25. American Productivity & Quality Center (2001), Knowledge Management, http://www.apqc.org.
26. Arthur Anderson Business Consulting. (1999), “Zukai Knowledge Management,” Japan: TOKYO Keizai Inc.
27. Arthur Andersen & The America Productivity and Quality Center (1996), The Knowledge Management Assessment Tool: External Benchmarking Version, Winter.
28. Bassi, L. J. (1997), “Harnessing the Power of Intellectual Capital,” Training & Development, Vol. 51, No. 12, pp. 25-30.
29. Bhatt, G. D. (2002), “Management Strategies for Individual Knowledge and Organizational Knowledge,” Journal of Knowledge Management, Vol. 6, No. 1, pp. 31-39.
30. Birchfield, R. (2001), “What It Takes to Become World Class…and Why Kiwis Fail,” New Zealand Management, Vol. 48, No. 10, pp. 18-27.
31. Bonora, E. A. & Revang, O. (1991), “A Strategic Framework for Analyzing Professional Service Firm - Developing Strategies for Sustained Performance,” Strategic Management Society Interorganizational Conference, Toronto, Canada.
32. Borghoff, U.M. & Pareschi, R. (1998), Information Technology for Knowledge Management, Berlin: Springer.
33. Bukowitz, W. R. & Williams, R. L. (1999), The Knowledge Management Fieldbook, London: Prentice Hall.
34. Cavusgil, S. T. & Zou, S.(1994). “Marketing Strategy-Performance Relationship: An Investigation of the Empirical Link in Export Market Ventures,” Journal of Marketing, Vol. 58, No. 1, pp. 1-21.
35. Choi, B. & Lee, H. (2003). “An Empirical Investigation of KM Styles and Their Effect on Corporate Performance,” Information & Management, Vol. 40, pp. 405-417.
36. Colombo, R.A. & Morrison, D.G. (1989), “Brand Swithing Model with Implications For Marketing Strategy,” Marketing Science, Vol. 8, No. 1, pp. 89-99.
37. Corso, M. & Paolucci, E. (2001), “Fostering Innovation and Knowledge Transfer in Product Development through Information Technology,” International Journal of Technology Management, Vol. 22, No. 1, pp. 126-148.
38. Davenport, T. H. & Prusak, L. (1998), Working Knowledge: How Organizations Manage What They Know, Boston: Harvard Business School Press.
39. Delaney, J. T. & Huselid, M. A. (1996), “The Impact of Human Resource Management Practices on Perceptions of Organizational Performance,” Academy of Management Journal, Vol. 39, No. 4, pp. 949-969.
40. Despres, C. & Chauvel, D. (1999), “Knowledge Management(s),” Journal of Knowledge Management, Vol. 3, No. 2, pp. 110-123.
41. Dess, G. G. & Robinson, R. B. (1984), “Measuring Organizational Performance in the Absence of Objective Measures: The Case of the Privately-held Firm and Conglomerate Business Unit,” Strategic Management Journal, Vol. 5, pp. 265-273.
42. Fielding, G. J., Glauthire, R. E. & Lave, C. A. (1978), “Performance Indicators for Transit Management,” Transportation, Vol. 70, No. 4, pp. 365-379.
43. Gilbert, M. & Gordey-Hayes, M. (1996), “Understanding the Process of Knowledge Transfer to Achieve Successful Technological Innovation,” Technovation, Vol. 16, No. 6, pp. 301-312.
44. Gold, A. H., Malhotra, A. & Segars, A. H. (2001), “Knowledge Management: An Organizational Capabilities Perspective,” Journal of Management Information Systems, Vol. 18, No. 1, pp. 185-214.
45. Grant, R. M. (1996), “Prospering in Dynamically Competitive Environments: Organizational Capability as Knowledge Integration,” Organizational Science, Vol.7, No. 4, pp. 375-387.
46. Greengard, S. (1998), “How to Make KM A Reality,” Work Force, pp. 91-94.
47. Guiltinan, J. P., Madden, T. J. & Paul, G. W., (1997), Marketing Management: Strategies and Programs, McGraw-Hill Companies.
48. Hasan, H. & Al-hawari, M. (2003). “Management Styles and Performance: a Knowledge Space Framework,” Journal of Knowledge Management, Vol. 7, No. 4, pp. 15-28.
49. Hedlund, G. (1994), “A Model of Knowledge Management and the N-Form Corporation,” Strategic Management Journal, Vol. 15, pp. 73-90.
50. Hooley G. J, Lynch, J. E. & Jobber, D. (1992), “Generic Marketing Strategies,” International Journal of Research Marketing, Vol. 9, pp. 75-89.
51. Hult, G. T. M. (2003), “An Integration of Thoughts on Knowledge Management,” Decision Science, Vol. 34, No. 2, pp.189-195.
52. Kaplan, R. S. & Norton, D. P. (1992), “The Balanced Scorecard-Measures that Drive Performance,” Harvard Business Review, Vol. 70, pp. 70-79.
53. Kolter (2000), Marketing Management: Millennium Edition, New Jersey: Prentice-Hall.
54. Lee, H. & Choi, B. (2003), “Knowledge Management Enablers, Processes, and Organizational Performance: An Integrative View and Empirical Examination,” Journal of Management Information System, Vol. 20, No. 1, pp. 179-228.
55. Lee, K. C., Lee, S. & Kang, I. W. (2005), ”KMPI: Measuring Knowledge Management Performance.” Information and Management, Vol. 42, pp. 469-482.
56. Lovelock, C. H. (1996), Services Marketing, Prentice - Hall International.
57. Martilla, J. A. & James, J. C. (1977), “Importance-Performance Analysis,” Journal of Marketing, Vol. 41, No. 1, pp.77-79.
58. Mentzer, J. T., Flint, D. J. & Hult, G. T. M. (2001), “Logistics Service Quality as A Segment-customized Process,” Journal of Marketing, Vol. 65, No. 4, pp. 82-104.
59. Mohamed, A., Arifudin & Yogarajah (2002), “Customer Focused Management and Corporate Performance: An International Marketing Perspective of Malaysian Businesses,” American Business Review, Vol. 20, No. 2, pp. 95-102.
60. Nissen, M. E., Kamel, M. N. & Sengupta, K. C. (2000), “Toward Integrating Knowledge Management, Processes and Systems: A Position Paper,” Proceedings of the AAAI Spring Symposium Series 2000 Bringing Knowledge to Business Processes, Stanford, CA.
61. Nonaka, I. & Takeuchi, H. (1995), The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation, Oxford University Press.
62. Organization for Economics Cooperation and Development (1996), The Knowledge Based Economy, Paris: OECD.
63. Ouintas, P., Lefrere, P., & Jones, G. (1997), “Knowledge Management: A Strategic Agenda,” Long Range Planning, Vol. 30, No. 3, pp. 385-391.
64. Peffers, K. & Dos Santos, B. L. (1996), “Performance Effects of Innovative IT Application over Time,” IEEE Transaction on Engineering Management, Vol. 43, No. 4, pp. 381-392.
65. Porter, M. E.(1985), Competitive Advantage: Creating Sustaining Superior Performance, N.Y.: The Free Press, pp. 176-200.
66. Quinn, J. B., Philip, A. & Finkelstein, S. (1996), “Managing Professional Intellect: Making the Most of the Best,” Boston: Harvard Business Review.
67. Quintas, P., Lefrere P., & Jones, G. (1997), “Knowledge Management: A Strategic Agenda,” Long Range Planning, Vol. 30, No. 3, pp. 385-391.
68. Riahi-Belkaoui, A. (1986), The Learning Curve: A Management Accounting Tool. Westport, Conn.: Quorum Books.
69. Robert, H. (2004), Building a Knowledge-Driven Organization, McGraw-Hill Companies.
70. Sena, J. & Shani, A. (1999), Intellectual Capital and Knowledge Creation: Towards an Alternative Framework, Knowledge Management Handbook, Boca Raton: CRC Press.
71. Senge, P. (1998), “The Fifth Discipline - the Art and Practice of the Learn Organization,” the Society for Organization Learning, http://www.sol-ne.org.
72. Shin, M., Holden, T. & Schmidt, R. A. (2000), “From Knowledge Theory to Management Practice: Toward an Integrated Approach,” Information Processing and Management, Vol. 37., pp. 335-355.
73. Soo, C., Devinney, T., Midgley, D. & Deering, A. (2002), “Knowledge Management: Philosophy, Processes and Pitfalls,” California Management Review, Vol. 44, No. 4, pp. 129-150.
74. Spek, R. & Spijkervet, A. (1999), Knowledge Management: Dealing Intelligently with Knowledge, Utrecht: Kenniscentrum CIBIT.
75. Steward, T. A. (1997), Intellectual Capital: The New Wealth of Organizations, New York: Bantam Doubleday Dell Publishing Group, Inc.
76. Sveiby, K. (1997), The Organizational Wealth - Managing and Measuring Knowledge Based Assets, CA: Berrett-Koehler.
77. Talisayon, S. D. (2002), Knowledge and people, BusinessWorld.
78. Teece, D. J. (1986), “Profiting from Technological Innovation: Implication for Integration, Collaboration, Licensing and Public Policy,” Research Policy, Vol. 15, pp. 285-305.
79. Teece, D. J. (1998), “Capturing Value from Knowledge Assets: the New Economy, Markets for Know-How and Intangible Assets,” California Management Review, Vol. 40, No. 3, pp. 55-79.
80. Tiwana, A. (2000), The Knowledge Management Toolkit: Practical Techniques for Building a Knowledge Management System, NJ: Prentice Hall PTR.
81. Venkatraman, N. & Ramanujam, V. (1986), “Measurement of Business Performance in Strategy Research: A Comparison of Approaches,” Academy of Management Review, Vol. 11, No. 4, pp. 801-814.
82. Wills, J. (2000), “Credit Mapping: Validating Work Based Training Using Action Learning Outcomes,” Journal of Workplace Learning, Vol. 12, No. 3, pp. 89-93.
83. Wiig, K. (1993), Knowledge Management Foundations, Arlington: Schema Press.
84. Wu, M. D. (1978), A Study of Progress Function：Applied to Taiwan Compressor and Transformer Companies, 大同事業經營研究所碩士論文。
85. Youndt, M. A., Snell, S. A., Dean, J. W., & Lepak, D. P. (1996), “Human Resource Management, Manufacturing Strategy, and Firm Performance,” Academy of Management Journal, Vol. 39, No. 4, pp. 836-866.
86. Zack, M. H. (1999), “Developing a Knowledge Strategy,” California Management Review, Vol. 41, No. 3, pp. 125-143.
87. Zhang, Z. (2000), “Developing a Model of Quality Management Methods and Evaluating Their Effects on Business Performance,” Total Quality Management, Vol. 11, No. 1, pp. 129-137.