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題名:資訊軟體服務滿意度之研究-非契約性與組織雙元性觀點
作者:洪憶華 引用關係
作者(外文):I-Hua Hung
校院名稱:國立高雄第一科技大學
系所名稱:管理研究所
指導教授:周斯畏
學位類別:博士
出版日期:2013
主題關鍵詞:心理契約控制機制資源基礎觀點非契約性機制組織雙元resource-based viewpsychological contracnon-contractibilityorganizational ambidexteritycontrol mechanism
原始連結:連回原系統網址new window
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近年來,資訊軟體服務(Software-as-a-Service)是企業進行軟體委外的重要選擇之一,它關係企業資源與資訊科技人才之配置策略,亦是影響企業競爭優勢的重要因素。然而,過去的研究很少能同時由非契約性及組織雙元性探討軟體服務之顧客滿意度。本研究期望透過資源基礎觀點、非契約性、及組織雙元性等觀點,分析企業進行軟體服務時顧客滿意度之相關影響因素。具體而言,非契約性包括任務型非契約性與互動型非契約性機制,組織雙元性包括協調力與適應力,及二者交互作用之情境雙元。本研究藉由同時考量前述因素的影響,探討企業進行軟體服務之顧客滿意度,並以問卷調查法針對國內1000大製造業及中小企業進行調查,共取得有效問卷266份,進行資料分析結果發現,協調力對任務型非契約性與互動型非契約性機制具有正向的影響,適應力對任務型非契約性與互動型非契約性機制亦具有正向的影響,情境雙元對任務型非契約性與互動型非契約性機制亦同樣具有正向的影響。最後,非契約性中介因素對顧客滿意度也具有正向的影響,而前述三項組織能力透過非契約性機制也會對顧客滿意度產生間接的效果,相關的理論、假設、與研究發現如本文所述。
In the past a decade, Software-as-a-Service (SaaS) business model could be an attractive alternative with its off-the-shelf IT application subscription approach when firms conducting an application software outsourcing, because it is related to the strategies of how enterprise resources and information technology(IT) staffs to be allocated and the competitive advantage of a firm. However, very few studies focus on the user satisfaction in the post-implementation stage with organizations. This study develops and tests a theoretical model to investigate the user satisfaction of software-as-a-service. Drawing on resource-based view, non-contractibility, and organizational ambidexterity, this study proposes an integrated model that delineates the relationships among organizational ambidexterity, non-contractibility, and user satisfaction. Specifically, three important concepts related to dual structures (alignment, adaptation), contextual ambidexterity, and non-contractibility (task-based non-contractibility, interaction-based non-contractibility) are proposed. This research was carried out by surveys over 1000 large manufacturers and mid-size enterprises, yielding 266 effective surveys in the end. The analysis shows that: (1) Alignment, adaptability, and contextual ambidexterity have positive effects on both task-based non-contractibility and interaction-based non-contractibility. (2) Intermediate non-contractibility has a positive effect on user satisfaction. The three mechanisms described earlier also have indirect effects on user satisfaction through intermediate non-contractibility. Related theories, hypotheses, and findings are described as the followings.
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