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題名：懷舊與師徒關係影響企業資源規劃系統之研究
作者：謝淑慈
作者(外文)：Su-Tzu Hsieh
校院名稱：國立中央大學
系所名稱：企業管理學系
指導教授：許秉瑜
學位類別：博士
出版日期：2013
主題關鍵詞：師徒關係；懷舊；行為控制理論；環境適應症候群；防衛機制；退縮；電腦的有用性期望；滿意度；持續使用意願；期望確認理論；科技接受模型；資訊導入成功模型；effects of mentoring；effects of nostalgia；General Adaptation Syndrome (GAS)；defense mechanism；regression；perceived behavioral control (PBC)；perceived usefulness；satisfaction；intention to continue；acceptance model (TAM)；expectation confirmation theory (ECT)；DeLone and McLean’s IS success models
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在此商業競爭激烈、科技與設備競賽的今日，公司必須持續更新資訊系統，以對抗競爭者。但是，新資訊系統導入時，卻常聽到系統使用者抱怨 “新系統不好用、新不如舊” ；使用者對新系統的抵制，常會導致新系統的失敗。甚至造成公司破產、解散。所以，應該深入研究使用者的懷舊情緒；但是，目前在資訊界對使用者的懷舊情緒卻很少。
依據心理治療醫師漢斯•薛利（Hans Selye）與Cohen and Gladstone等提出的一般適應症候群(General Adaptation Syndrome)學說，說明懷舊為人想退縮回以前；人們之所以回想要退縮回以前是因為他面臨過大的壓力、過度張力、感到無力與疲乏。如果沒有對懷舊做適當的處分，過大的壓力會繼續累積，累積至後來會有不理性行為的產生。至此，所有的管理方法對不理性行為無法產生作用。
本研究以促進企業資訊系統成功為前提，提出懷舊負面影響資訊系統成功。本研究建立懷舊模型，提出懷舊負面影響使用者電腦有用性知覺 (perceived usefulness)、懷舊負面影響使用者持續使用電腦意願 (continuous intention) 之假說，並獲得實際調查數據支持假說。
在心理治療上，對於退縮病人，醫師會給予建立控制感的心理輔導。本研究於懷舊模型上，提出行為控制知覺 (perceived behavior control)可以緩和懷舊。行為控制知覺會正面影響使用者電腦有用性知覺、行為控制知覺會正面影響使用者持續使用電腦意願。
本研究以促進企業資訊系統成功為使命，而師徒制是另一個影響企業資訊系統成功的重要因素，因為企業資訊系統是一個整合各營運功能、企業流程與營運之默隱知識 (tacit knowledge)於一身之共同資訊系統。長鞭效應 (bullwhip)使企業流程中任一環節之一小變動，皆會造成其下游作業之巨大變動；且變動作業的交叉相乘影響，讓營運作業流程更加錯縱複雜。雖然新資訊系統導入時，一定有使用者訓練；但是，這些錯縱複雜的跨部門營運作業，作業流程中內含之默隱知識，卻很難在短期的使用者訓練內，將此複雜默隱知識加以詳細說清楚。
另一方面，師徒，長久以來為企業所採用的方法；企業用師徒制傳播企業之默隱知識與核心競爭力。卻少有學術研究，對師徒可否促進企業資訊系統成功加以研究。
本研究運用組織行為內熱門的師徒理論，與DeLone and Mclean (1992)的以持續使用意圖代表企業資訊系統成功，探討師徒對企業資訊系統是否可以成功扮演重要角色。師徒對徒弟之資訊系統的有用性 (perceived usefulness)、滿意度 (satisfaction)、持續使用意圖 (intention to continue)有顯著的影響。
關鍵字：師徒關係、懷舊、行為控制理論、環境適應症候群、防衛機制、退縮、電腦的有用性期望、滿意度、持續使用意願、期望確認理論、科技接受模型、資訊導入成功模型
Nostalgia is expressed by complaints like, "The old one was better," which prevalently accompany the introduction of new technology and reengineering. With the constant corporate renewal of IT, nostalgic complaints are heard incessantly: yet the problem is ignored in the IT literature. The multi-stage model of General Adaptation Syndrome developed by psychology clinics shows that nostalgia is a symptom of excessive stress and fatigue. Without proper intervention, nostalgia can develop into seriously unreasonable behavior that undermines all management measures. This study examines effects of nostalgia in IT implementation with the hypothesis that it negatively affects perceived usefulness (PU) and intention to continue (CI). Supported by psychology literature, the authors argue that the effect of nostalgia can be compensated for by Perceived Behavioral Control (PBC), which can reduce nostalgia and reinforce positive impact on perceived usefulness and intention to continue.
Beside nostalgia, mentoring is another key factors impact Enterprise Resource Planning Systems (ERP) success, as reported Enterprise Resource Planning Systems (ERP) are platforms on which users of different functions apply knowledge of business processes in a connected and integrated environment. In these systems an upstream action has a bullwhip effect on downstream activities. The knowledge required to conduct operations with ERP includes system interface navigation and of tacit business processes. Although short-term training has been an essential part of implementing ERP, it has been difficult to convey the cross-functional process knowledge required to operate. On the other hand, mentoring has long been employed by organizations to transfer and propagate tacit knowledge. Notwithstanding that no research has been done on the impact of mentoring on ERP successful adaptation, the present study examines the mentoring theory used in successful organization and ERP success models to argue, and verify, that mentoring plays an important role in ERP adaptation through users’ perceived usefulness, satisfaction, and continuous intention.
Key words: effects of mentoring; effects of nostalgia; General Adaptation Syndrome (GAS); defense mechanism; regression; perceived behavioral control (PBC); perceived usefulness; satisfaction; intention to continue; acceptance model (TAM); expectation confirmation theory (ECT); DeLone and McLean’s IS success models
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