臺灣博碩士論文加值系統

現代企業仰賴各類型的資訊系統(IS)來支援組織績效，提升作業效率。然而，企業在推行資訊系統導入專案時，必定不能忽視其所伴隨的成本與挑戰及專案居高不下的失敗率。探討資訊系統導入固有因素對於使用者心理契約違反的影響效果，有助於鞏固使用者與系統供應商(ISP)系統人員之間的關係與心理契約，降低專案過程中與完成後的使用者抗拒。
本研究根據社會交換觀點，認為使用者與系統人員須在資訊系統導入專案中建立一種社會交換關係，且此種關係中隱含雙方對於專案的心理契約承諾。一旦心理契約之中的承諾失約或不一致，使用者在心理上會產生系統人員違反彼此心理契約的認知，因而引發對系統人員的違背情緒之反應，造成使用者抗拒或排斥使用系統。此外，研究更進一步探討資訊系統導入固有因素做為使用者心理契約違反認知的前導因素，包含承諾失約(包含系統人員專業能力、使用者參與)以及承諾不一致(包含雙方溝通品質、承諾隱性本質、目標與價值觀同化)。高警覺屬性(例如系統人員的違反紀錄較多)的使用者較會監督系統人員使否有違反彼此心理契約的承諾。
本研究收集230位使用者意見，採實證研究，以十三個研究假設來驗證研究模型，並利用PLS統計方法進行檢驗。研究結果發現，心理契約違反認知對使用者抗拒有顯著影響，多個資訊系統導入固有因素對心理契約違反認知亦有顯著影響效果，並驗證違背情緒的確扮演心理契約違反認知與使用者抗拒之間一個重要的中介變數。其中，本研究亦證實歸因、認知公平扮演著心理契約違反認知與違背情緒之間重要的調節變數角色。
總而言之，有別於過去文獻以獨立且不同角度探討使用者抗拒效果，本研究援引心理學和組織行為學領域中行之有年的心理契約違反理論為基礎，提出一個較完整的架構來探討資訊系統導入固有因素對使用者心理契約違反認知的影響，以及這些違反認知對使用者抗拒的影響效果。最後，本研究也提供後續研究一個參考架構，並提出一些針對學術界與實務界上的建議。

Information systems (IS) implementations that support organizational effectiveness and enhance efficiencies remains costly, challenging and has a high failure rate. Research on user perceived psychological contract breach in user- IS provider (ISP) relationship can aid our understanding to impact of characteristics inherent to the IS implementations on user resistance as well as their impact on how to avoid user resistance. The purpose of this study is to extend IS theory through a sustained attempt to understand why some users resist IS in organizations, and a further exploration of social-psychological determinants of user resistance as these relate to quantitative model development. The psychological contract implies a set of reciprocal obligations that can be conceived of both sides relate to the IS project activities. A breach in this psychological contract could result in feelings of violation as an affective response among users who perceived the breach, and possibly lead them to resist IS.
Using data from 230 survey respondents, an empirical survey methodology was applied, and we used PLS to test the research model. Analysis showed that within a user-ISP relationship, a user perceived breach could attribute to user resistance and feelings of violation via reneging (i.e. poor ISP capabilities) and incongruence (i.e. communication and socialization on shared understandings of the objects/goals of the IS project). Being in a state of high vigilance, for example because the ISP had a breach in its record, made users more likely to monitor whether their psychological contracts had been broken by the ISP, as well as more likely to perceive that they had been broken. Our results also show that users’ interpretations, including causal attribution of the breach and perceived fairness after the breach, play moderating roles between user perceived breaches and feelings of violation.
In sum, the current study proposes an exploratory model to examine the antecedents of user resistance and the consequences of user perceived breaches of psychological contracts in the context of IS project implementation. The findings, their academic and practical implications, and directions for future research are discussed.

Chapter 1. Introduction 1
1.1 Background 1
1.2 Purposes and Research Questions 6
Chapter 2. Literature Reviews and Hypotheses 10
2.1 User Resistance Research 10
2.1.1 The User-ISP Relationship as a Social Exchange Relationship 16
2.2 Psychological Contract and Psychological Contract Breach 19
2.2.1 A Framework of Psychological Contract Breach 23
2.2.2 Comparing the Psychological Contracts of Users and ISPs in IS Project Implementations 25
2.3 Research Model and Hypotheses Development 28
2.3.1 User Resistance as a Type of Deviant Behavior in the Workplace 30
2.3.2 Reneging: Inability or Unwillingness to Fulfill the Psychological Contract 32
2.3.3 Incongruence: Divergent Schemata of the Fulfillment of the Psychological Contract 37
2.3.4 Vigilance: Driving User perceived Breach of Psychological Contract 43
2.3.5 Violation as an Affective Factor Triggering User Resistance 48
2.3.6 The Moderating Variables 50
2.3.7 Control Variables 54
Chapter 3. Research Methodology 56
3.1 Procedure 56
3.2 Sample Demographics 58
3.3 Measurement 61
3.4 Cross Factor Loading 69
3.5 Common Method Variance 72
3.6 Reliability and Validity 76
Chapter 4. Results and Discussion 84
4.1 Hypothesis Testing: The Structural Model 84
4.2 Analysis of Moderating Effect 87
4.3 Discussions 91
4.3.1 Impact of User Perceived Breach on User Resistance and Feelings of Violation 91
4.3.2 Predicting User Perceived Breach 93
4.3.3 The Moderating Roles of Causal Attribution and Perceived Fairness 101
Chapter 5. Conclusions 104
5.1 Conclusions 104
5.2 Academic Implications 108
5.3 Practical Implications 110
5.4 Limitations and Suggestions for Future Study 111
References 114
Appendix 127

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