企業經營的最後目的在於組織獲利，而管理者的一切作為就是為了達到這個目的，在達到目的的過程中可能藉由引進新的管理手法或是導入新的設備來增加組織效能，開創出新的局面，但是這個過程的代價通常是非常高昂的，除了必需付出一些金錢上的成本之外，也可能因為人員的反彈而形成阻力，甚至對組織帶來一些負面的傷害。曾經風靡一時的電腦化、自動化、合理化、ISO9000品質管理系統、目標管理、客戶關係管理、平衡積分卡、六個標準差、全員品質管理等等，組織藉由新的管理活動打造他的不死夢想。但不知這些組織是被這一波波的管理流行風潮推上了高峰頂點，或是成為了這些浪潮下的犧牲者而退出了市場。
本研究以分佈台灣北中南同車系的四家經銷商三百七十八位業務人員為研究樣本，以了解組織在推動業務人員使用個人數位助理的過程中所遭遇的問題，及使用個人數位助理後對組織實際績效的影響為何。以行為理論模型之科技接受模型(TAM)為主，輔以理性行動理論(TRA)及計劃行為理論(TPB)等，配合與第一線業務人員的訪談，發展出問卷，問卷內容共分成八項構面，自變項部份有六項構面，包括了外部因素、易用認知、有用認知、助益環境、自我效能、及行為態度，中介變項為使用意願，依變項除了模型中的實際使用之外另再加入實際績效之構面。實際績效之資料由組織提供業務人員先前一段時間的績效財務報告而得。
研究結果發現除了實際績效之外其餘八項構面均呈現高度相關，符合科技接受模型的理論。雖然四家公司處於不同的地理位置及具有不同的方案推動方式，但四家公司的受訪人員對八項構面的認知程度卻是一致的。四家公司之間因區域別而在某些構面上呈現了顯著的差異，尤其以北部的受訪公司和其它地區的公司存在著較多的顯著差異。研究中也發現，使用者本身的個人因素及特性並不會對使用個人數位助理的意願有任何的影響。同時，使用意願的構面扮演顯著的中介效果，亦即六項自變項會因為使用意願的介入而強化了使用者實際使用的強度。
公司應注重使用者對於客戶資訊回饋的處置方式及效率，否則不但會使得使用者設備內無效客戶的比率愈來愈高，也會使得使用者的使用意願愈來愈低。傳統的管理方式對某些資訊處理可以得到不錯的工作效率，應予以保留，不可一味的將之廢除，不然可能招致反彈且可能降低實際的績效。另外，內部溝通的效果及努力是可以再加強的。
本研究不討論應用軟體的人因介面或適用性及PDA硬體面的功能速度等問題。

The final objective of operating business is simply profit making, and by every mean managers are to ensure to achieving this objective. Along the processes of achieving the objective, new management methods or new facilities may be introduced to enhance the organization performance, and opportunities are then created. But the costs for these processes are usually very high in value. Not only the monetary principal that is required but also the reactions from employees may cause resistance resulting in negative impacts to the organization.
Many management approaches had once caught the world’s eyes such as computerization, automation, rationalization, ISO 9000 quality management system, objective oriented management, Customers Relationship Management, Balanced Score Card, 6 Sigma, Total Quality Management etc, organizations pursuing their lively dreams through the new management approaches. But the thing is whether these organizations are moving up to the tip of the wave of fashion or swallowing down by the wave and be phased out from the market.
This research takes four sale dealers including 387 salesmen as the sample across the northern, central and southern parts of Taiwan to analyze the difficulties of the organization encountering for promoting use of PDA and the impacts of the actual performance on the organization by using PDA. Applying known behavioral models such as Technology Acceptance Model (TAM), Theory of Reasoned Action (TRA), Theory of Planned Behavior (TPB) etc, together with the front line salesmen interviews so as to prepare the questionnaire for this research. The questionnaire is constituted by eight key constructions in which there are six constructions for the independent variables including External Factors, Ease of Perceiving, Usefulness of Perceiving, Facilitation of Perceiving, Self Efficiency and Behavioral Attitude. Meditative variable is the level of Intention of Usage while dependent variable is the Actual Usage. In addition, dependent variable also takes Actual Performance into consideration. Data of the actual performance was obtained from previous financial reports of the organization.
The results of this research, with exception of actual performance, show high degree of relationship with the rest of other eight aspects, which is in accordance with the theory of technology acceptance method. Although those four sales outlets are varied in terms of geographical locations as well as methods of driving strategy, four companies in the aspects of “most agree” and “most disagree” share the same view. There are apparent deviations on certain aspects among four companies due to geographically differences, in particular the company located in northern area where significant deviation is observed in comparison of other companies in other areas. Research also shows that personal factors and characteristics of users would not affect intention of using personal digital assistance. Also, the aspect of intention of use plays significant role in interface effect which means that the six variables will be strengthened by introducing the aspect of intention of use.
Companies should pay significant attention on the update frequency and treatment of customer feedbacks to the users. Otherwise, not only the percentage of invalid information in the users’ PDAs will get higher, but also the level of intention of use would contrary become lower. Conventional management methods can still perform well and be effective on certain information and thus they should be retained not discarded without favorable reasons. Otherwise, there may be a bounce back in turn to reduce the actual efficiency. The internal communication and endeavor can be strengthened further.
This research, however, does not discuss aspects relating to the interface or suitability of software applications as well as the configuration of hardware of PDA such as speed.

第壹章、 緒論...............................................................................................1
第一節、研究背景與動機.........................................................................1
第二節、研究目的.....................................................................................5
第三節、研究流程 ...................................................................................5
第貳章、 文獻探討 .....................................................................................7
　　第一節、行為理論模型理論 …………………………………………...8
　　第二節、個人數位助理之簡介...............................................................28
第參章、 研究方法 ...................................................................................30
第一節、研究架構及假設 .....................................................................30
第二節、研究工具設計 .........................................................................32
第三節、研究樣本來源 .........................................................................34
第四節、問卷設計與內容 .....................................................................35
第五節、研究程序 .................................................................................40
第六節、資料分析方法 .........................................................................40
第肆章、 研究結果 ...................................................................................43
第一節、樣本基本資料分析 .................................................................43
第二節、各構面之相關分析 .................................................................48
第三節、各公司之差異分析 .................................................................54
第四節、中介變項使用意願之中介效果 .............................................56
第伍章、 結論與建議 ...............................................................................63
第一節、結果與討論 .............................................................................63
第二節、建議 .........................................................................................66
第三節、研究限制 .................................................................................68
參考文獻 .........................................................................................................70
表目録
表1-1 研究流程 ...........................................................................6
表2-1 創新特性與採用意願相關研究彚整 ................................23
表3-1 研究假設彚整表 ...................................................................32
表3-2 各構面於問卷中之題目編號 ..............................................36
表3-3 問卷量表信度分析 ............................................................37
表3-4 自變項六項構面之因素分析 ..............................................38
表4-1 樣本之基本統計資料 .....................................................44
表4-2 受訪資料敍述統計表 .....................................................46
表4-3 受訪人員對PDA整體評價之彙總表 ……………………..47
表4-4 實際績效之敍述統計表 .....................................................48
表4-5 各構面之相關程度分析表 ..............................................49
表4-6 年齡層與各構面之差異分析 .......................................50
表4-7 公司年資與各構面之差異分析 .......................................51
表4-8 學歷與各構面之差異分析 ..............................................52
表4-9 姓別與各構面之差異分析 ..............................................53
表4-10 婚姻狀態與各構面之差異分析 .......................................53
表4-11 四家公司間之One-way ANOVA 檢定表 .........................55
表4-12 使用意願對六項變數整體的中介效果之檢定 ..................56
表4-13 使用意願對外部因素中介效果之檢定 ................................57
表4-14 使用意願對易用認知中介效果之檢定 ................................58
表4-15 使用意願對有用認知中介效果之檢定 ................................59
表4-16 使用意願對助益環境中介效果之檢定 ................................60
表4-17 使用意願對行為態度中介效果之檢定 ................................61
表4-18 使用意願對自我效能中介效果之檢定 ................................62
圖目録
圖 1-1 全球PDA市場需求預估 .......................................................3
圖 2-1 理性行動理論 ............................................................................8
圖 2-2 科技接受模型 ...........................................................................11
圖 2-3 計劃行為理論 ...........................................................................14
圖 2-4 分解式計劃行為理論 .............................................................17
圖 2-5 創新擴散過程 ...........................................................................19
圖 2-6 說服及決定階段模型 .............................................................21
圖 2-7 自我效能理論 ...........................................................................26
圖 3-1 研究架構圖 ...........................................................................31
附録
附録一：問卷 ................................................................................73
附録二：10 Dec 2003 訪談摘要 ....................................................76
附録三：前測施測摘要 ..................................................................77
附録四：專家訪談摘要 ..................................................................78

壹、中文部分
王淑娟，資訊系統採用行為之研究-以某大學資訊系統為例，國立雲林科技大學 資訊管理系碩士在職專班 碩士論文，民國 九十一年六月。
賴琬仍，開業醫師對診所資訊系統之需求與態度調查之研究，中國醫藥學院醫務管理學研究所碩士論文，民國八十六年七月。
王精文、吳振潤，診間醫令資訊系統滿意度之探討，資訊管理學報，Vol.5, No.1, 49-61頁。
陳君儒，不同族群對於PDA功能需求與選單系統操作績效之研究，大同大學工業設計研究所碩士論文，民國九十年六月。
吳逸融，企業導入行動科技關鍵性之策略因素，元智大學資訊管理學系碩士論文，民國九十年六月。
鄭惠心，PDA應用在保險業務員工作之研究，樹德科技大學資訊管理研究所碩士論文，民國九十二年六月。
黃慧珍，壽險業網路科技環境下之顧客關係管理與其競爭優勢之探討-以南山人壽保險公司為例，國立中山大學高階經營碩士班碩士論文，民國九十一年六月。
曾盧培，在行動商務的環境中建構客戶關係管理系統，交通大學管理學院碩士班碩士論文，民國九十一年六月。
陳淑鳳，電子化政府下國稅稽徵人員資訊科技接受行為模式之研究”,中山大學公共事務管理研究所碩士在職班，民國九十年六月。
經濟部技術處產業資訊服務網，網址http://www.itis.org.tw/index.html。
手持王網頁，網址http://www.cerun.com/info/begin/begin.htm。
貳、英文部分
David D. Lopez and Daniel P. Manson, “A Study of Individual Computer Self-Efficacy and Perceived Usefulness of the Empowered Desktop Information System”, Business Administration Computer Information Systems, Fall 1997, pp.83-92
Davis, F.D., R.P. Bagozzi and P.R. Warshaw(August 1989), “User Acceptance of Computer Ttechnology：A Comparison of Two Theoretical Models”, Management Science, 35(8), pp.982-1003.
Davis, F.D., R.P. Bagozzi and P.R. Warshaw(1992), “Extrinsic and Intrinsic Motivation to Use Computers in the Workplace”, Journal of Applied Social Psychology, pp.1111-32.
Davis, Fred D(1989), “Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology”, MIS Quarterly, pp.319-335.
Deborah R. Compeau and Christopher A. Higgins, “Computer Self-Efficacy: Development of a Measure and Initial Test”, MIS Quarterly Jun 1995, pp.189-211
Gayle J. Yaverbaum, “Critical Factors in the User Environment: An Experimental Study of Users, Organization and Tasks”, MIS Quarterly Mar 1988, pp.75-88
Mark T. Dishaw and Diane M. Strong, “Extending the Technology Acceptance Model”
Tait, P. and Vessey, I.(1988), “The Effect of User Involvement on System Success：A Contingency Approach”, MIS Quaraterly, pp.91-107.
Toni L. Doolen, J. David Porter and Jim Hoag(July 2003), “The relationship Between PDA Usage and Student Performance in an Introductory Engineering Course”, Journal of Engineering Education, pp.263-268
Tanya Irwin and Michelle Jeffers, “PDAs on fast track in automotive sector”, Adweek New York, May 5, 2003
Viswanath Venkatesh, “Creation of Favorable User Perceptions: Exploring the Role of Intrinsic Motivation”, MIS Quarterly Jun 1999, pp.239-260
Viswanath Venkatesh and Fred D. Davis, “A Model of the Antecedents of Perceived Ease of Use: Development and Test”, Decision Sciences, Summer 1996, pp. 451-481
Viswanath Venkatesh and Fred D. Davis, “A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies”, Management Science, Vol.46, No. 2, February 2000 pp. 186-204
Yaverbaum, G.J.(1988), “Critical Factors in the User Environment：An Experimental Study of Users Organizations and Task”, MIS Quaraterly,12,1, pp.75-88
Yogesh Malhotra and Dannis F. Galletta, “Extending the Technology Acceptance Model to Account for Social Influence: Theoretical Bases and Empirical Validation”, Proceedings of the 32nd Hawaii International Conference on System Sciences - 1999
http://www-unix.oit.umass.edu/~aizen/tpb.diag.html#null-link