臺灣博碩士論文加值系統

客戶承諾是軟體委外發展長期關係的重要元素之一，藉此提供雙方一個穩定社會關係規範發展的基礎，彌補軟體委外時，純粹契約管理無法規範到的不確定性因素與相關事先無法預知的風險，但是，往往承諾較少的一方很可能產生投機與自利行為。本研究使用關係交換理論與控制機制說明軟體委外任務特性本身所存在的需求不穩定和技術複雜度因素，導致客戶對軟體委外服務廠商所採取控制機制的影響，進而導致客戶承諾的兌現。本研究首先從文獻中找出軟體委外理論與相關變數，再從個案中深度訪談變數意涵，最後推導假設與建立模型，研究假設如下：(1) 發展一個整合理論模式，來驗證軟體委外任務特性對控制機制的影響，以及控制機制對客戶承諾的影響。 (2) 探索軟體委外時，企業所面臨需求穩定性和技術複雜度等任務特性的影響。 (3) 探討軟體委外任務特性對正式控制機制的作用。研究結果提供企業尋找軟體委外時，如何使用正式控制機制和關係流程控制的方式來建立長期夥伴關係，讓對方承諾投入更多的資源與精力，確保委外專案成功。

The commitment of customer which develop long-term relationship in the software outsourcing is a key factor. Client and outsourcing firm take advantage of commitment to provide a stable foundation for the development of social relations norms. To make up for contract management can not regulate to the uncertainties and task characteristics risks. However, disproportional commitment parties may induce opportunity and self-interest. This study built on relational exchange theory of the firm to theorized that customer commitment across software outsourcing is a function task characteristics and control mechanisms. We investigate how specific task characteristics (requirement instability, technology complexity) impact control mechanism(foundation characteristics, relational processes, behavior control). Three kind of control mechanism are hypothesized to commitment. We begin by reviewing the literature on software outsourcing formal contract, relational exchange theory, and their complementary versus substitution, followed by a discussion about control mechanisms and clan control. Research hypothesis as follows: (1) The development of an integrated theoretical model, the control mechanism to verify the characteristics of the software outsourcing tasks, and control mechanism of customer commitment. (2)control mechanism of software outsourcing project positively influence commitment. (3)interaction between clan control and foundation characteristics negatively influences commitment. Overall, the findings support the proposition that task characteristics not only effect control mechanism but also enable effective clan control of software outsourcing through the development control mechanism with high level of commitment.

目錄
中文摘要 ii
英文摘要 iii
誌謝 iv
壹、緒論 1
一、研究背景 1
二、 研究動機 4
三、 研究目的 5
四、 研究範圍 5
五、 論文結構與研究程序 6
貳、文獻探討 8
一、 軟體委外 8
二、　客戶承諾 11
三、　控制機制 13
四、　任務特性 15
五、　本章總結 18
參、研究方法 20
一、　研究模型 20
二、　研究假說 21
三、　研究變數的操作性定義與衡量 25
四、　研究樣本 31
五、　測試 31
肆、資料收集與分析 32
一、　研究樣本之資料特性 32
二、　資料收集與描述 32
三、　資料分析 36
伍、結論與建議 46
一、研究結果與討論 46
二、研究貢獻 49
三、研究限制 49
四、未來研究方向 50
陸、參考文獻 51
英文文獻 51
柒、附錄 55
附錄一 55
附錄二 57

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