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研究生:王玟凱
研究生(外文):Wang Wen-Kai
論文名稱:組織公民行為影響資訊系統導入成功之研究
論文名稱(外文):The impact of Organizational Citizenship Behavior on information system implementation success
指導教授:李有仁李有仁引用關係
指導教授(外文):Li Eldon Y.
學位類別:碩士
校院名稱:元智大學
系所名稱:資訊管理研究所
學門:電算機學門
學類:電算機一般學類
論文出版年:2005
畢業學年度:93
語文別:中文
論文頁數:83
中文關鍵詞:組織公民行為資訊系統成功系統導入協調氣候
外文關鍵詞:Organizational Citizenship BehaviorInformation System SuccessSystem ImplementationCoordination Climate
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大型資訊系統的導入過程中,導入團隊與使用者之間的合作對於導入的成敗來說是相當重要的。導入團隊透過展現組織公民行為(organizational citizenship behavior),亦能有效地增進系統導入成功。然而,目前文獻仍缺乏探討相關議題之研究。因此,本研究旨在檢證組織公民行為與資訊系統導入成功的關聯性,其中基於相關文獻提出了可能存在於此一關係的中介因子-協調氣候(Coordination Climate)與促進導入流程(Process Facilitation)。
本研究採用問卷調查方式,針對國內6家大型企業,共蒐集了145位大型資訊系統使用者的實徵資料。經過統計分析後,本研究發現:
1. 導入團隊於系統導入期間主動展現出來的創新及分享行為能有效影響資訊系統績效。
2. 導入團隊在此期間所展現出來的幫助、參與及運動家精神等行為能營造出一個導入團隊與使用者之間的良好氣候(協調氣候)及合作(專案合作),而有利於資訊系統導入。
3. 導入團隊主動展現出來的幫助、創新及分享行為能有效地改善系統導入流程。
4. 導入團隊展現出來的組織公民行為,能夠產生一個彼此協調互信的氣候,或者促進系統導入流程的互助合作,進而有效地影響到資訊系統的績效。
本研究同時驗證了所提出的兩個中介構面(協調氣候與促進系統導入流程),使其足以成為具有信效度的衡量構面。
In the implementation process of large-scale information system, the cooperation between the implementation team and users is critical to system implementation success. Through Organizational Citizenship Behavior the team could also effectively enhance the chance of success. However, the extant literature still lacks of research outcomes related to this issue. Consequently, the purpose of this research is to examine the relationship between Organizational Citizenship Behavior and information system success. Meanwhile, we proposed two possible mediators, coordination climate and process facilitation, which may exist between this relationship.

This research has investigated 6 large companies with 145 users of large-scale systems. After statistical analyses, the main results are as below:
1. Behavior of creativity, innovation, and sharing, among the implementation team, does positively affect information system performance.
2. The behavior of helping, participating, and sportsmanship, which were exhibited by the team in the process, could nurture a positive climate (coordination climate) and cooperation between the team and users; therefore, it could also be beneficial to system implementation.
3. The behavior such as helping, creativity, innovation, and sharing, which exhibited voluntarily by the members of the implementation team, could effectively improve the system implementation process.
4. Organizational Citizenship Behavior, which the implementation team voluntarily exhibits, could not only produce a climate of coordination and trust but also engender cooperation between the team and the user during system implementation process. This in turn positively affects information system’s performance.
Moreover, this study empirically confirms the two proposed mediators: coordination climate and process facilitation. These two constructs in system implementation are supported with acceptable validity and reliability.
書名頁 I
論文口試委員會審定書 II
教育部授權書 III
國科會授權書 IV
中文摘要 V
英文摘要 VII
誌 謝 IX
目錄 X
表目錄 XII
圖目錄 XIV
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究貢獻 3
第六節 研究流程 4
第二章 文獻探討 5
第一節 資訊系統成功 5
第二節 組織公民行為 7
幫助行為(Helping behavior) 8
主動進取(Initiatives) 9
公民美德(Civic virtue) 10
運動家精神(Sportsmanship) 10
自我充實(Self-development) 11
第三節 組織公民行為影響資訊系統成功 14
第四節 組織公民行為及其與資訊系統成功之間可能的中介因子 15
群體氣氛 16
促進系統發展/導入流程 17
組織公民行為影響群體氣氛 19
組織公民行為促進導入流程 20
協調氣氛與資訊系統成功之關係 21
系統發展導入流程與系統成功之關係 22
第五節 研究架構 24
第三章 研究方法 25
第一節 操作型定義與衡量法 25
第二節 量表施測與收集 30
第四章 研究結果 32
第一節 問卷回收與資料描述 32
第二節 因素分析結果 38
第三節 配適度分析以及信度分析 40
配適度分析 40
信度分析 41
第四節 效度分析 43
聚斂效度(Convergent Validity) 43
區辨效度(Discriminant Validity) 47
第五節 假說檢定 49
人口統計變項與本研究依變數構面之檢測 49
組織公民行為與資訊系統成功之檢測(假說1) 51
組織公民行為與協調氣氛之檢測(假說2) 52
組織公民行為與促進導入流程之檢測(假說3) 53
協調氣氛為組織公民行為與系統使用之中介變數之檢測(假說4-1) 55
協調氣氛為組織公民行為與系統品質之中介變數之檢測(假說4-2) 57
協調氣氛為組織公民行為與系統對個人層級影響之中介變數之檢測(假說4-3) 58
協調氣氛為組織公民行為與『系統對組織層級影響』之中介變數之檢測(假說4-4) 59
促進導入流程為組織公民行為與『系統使用』之中介變數之檢測(假說5-1) 60
促進導入流程為組織公民行為與『系統品質』之中介變數之檢測(假說5-2) 62
促進導入流程為組織公民行為與『系統對個人層級影響』之中介變數之檢測(假說5-3) 64
促進導入流程為組織公民行為與『系統對組織層級影響』之中介變數之檢測(假說5-4) 66
第五章 結論與建議 70
第一節 結論 70
第二節 研究限制 73
第三節 建議與未來研究方向 73
參考文獻 75
附錄一 83
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