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題名 系統服務整合業導入新內容資訊平台之抗拒與衝突研究 – 以L公司為例
A Case Study of Conflicts and Resistance in Implementing New Content Platform System in the System Integrator – A Case Study of L Company
作者 周志帆
Chou, Chih-Fan
貢獻者 洪為璽<br>季延平
Hung, Wei-Hsi<br>Chi, Yen-Ping
周志帆
Chou, Chih-Fan
關鍵詞 即時通訊軟體
資訊系統
資訊系統抗拒
資訊系統衝突
內容資訊平台
Content Platform
Instant Messaging Software
Information Technology System
IT Resistane
IT Conflicts
日期 2023
上傳時間 9-Mar-2023 18:34:00 (UTC+8)
摘要 即時通訊軟體與現代人的生活密不可分，即時的文字訊息傳遞，能夠快速與更有 效率的觸及目標對象。而隨著時間的推進，文字訊息已不再是使用即時通訊軟體的 唯一功能，用戶可以透過其滿足購物、通勤、娛樂與旅遊等需求。而即時通訊軟體公司為了提供上述多元的需求來滿足用戶，符合相對應的資訊系統即為關鍵。本研究為質性研究，採個案研究法，藉由論文作者實際參與新資訊系統導入的過程，並實際訪談個案公司來了解個案L公司導入新資訊平台系統所面臨之情境。接著再透過次級資料的交叉分析比對，產出結論。本研究發現，個案公司在導入新資訊平台時，產生抗拒與衝突的成因，除學者們研究提及之系統對於使用者是否帶來正向價值、及是否改變用戶原始權利的原因外，本個案也發現，最主要的衝突與抗拒成因會來自於溝通落差、衍生新系統資訊的不確定性、以及部門間的角力影響。期藉由本研究能帶給產業未來在執行新系統導入的過程中能能避免發生類似情境，更加的順遂。
Instant messaging software is inseparable for people living in 21st century. Instant text message transmission can quickly and efficiently reach the target audience. With the progress of time, text messaging is no longer the only function of using instant messaging software, users can also use it to fulfill the needs of shopping, commuting, entertainment and travel. The key for instant messaging software companies to fulfill and satisfy the needs of users is to adopt the appropriate information system.This research is based on qualitative research and case study methods. The author of the thesis actually has participated in the process of adopting new information system, and also interviewed the case company to understand the situation it faced. The conclusion of the thesis came from cross-analysis and comparison of the secondary data. It found that the reasons for the case company’s resistance and conflicts when adopting a new information platform are communication gap, un-certainty of deriving new system information, and the inter-departmental conflicts. The go-al of this research is trying to provide a guidance for companies’ owners or project owners who are looking for adopting new information system to avoid conflicts and resistance during the system implementation.
參考文獻 一. 中文文獻
MIC產業情報研究所，2021/11/29。【社群與通訊消費者調查系列一】「限動」最吸 引網友行銷掌握黃金1分鐘原則 網友起床優先看Line群組 年輕族群更愛看IG。 https://mic.iii.org.tw/news.aspx?id=611。搜尋日期:2022年12月12日。
台灣網路報告，2022。財團法人台灣網路資訊中心。https://report.twnic.tw/2022/assets /download/TWNIC_TaiwanInternetReport_2022_ CH.pdf。搜尋日期:2022年12月1 2日。
譯者孟慶凱，2000。Information Systems Foundations:資訊系統導論。新北:博碩文 化股份有限公司。

二. 英文文獻
Ang, J. and Pavri, F. (1994). A survey and critique of the impacts of information technology. In- ternational Journal of Information Management, 14(2), 122-133.
Barki, H. and Hartwick, J. (2001). Interpersonal conflict and its management in information sys- tem development. MIS Quarterly, 25(2), 195-228.
Boulding, K. (1963). Conflict and Defense : A General Theory. Harper and Row, New York. Coetsee, L. (1999). From resistance to commitment. Public Administration Quarterly, 23(2),
204-222.
Cole-Lewis, H., & Kershaw, T. (2010). Text messaging as a tool for behavior change in disease prevention and management. Epidemiologic Reviews, 32, 56-69.
Coser, L. (1956). The Functions of Social Conflict. Free Press, New York.
Dane, A. V., & Schneider, B. H. (1998). Program integrity in primary and early secondary prevention: Are implementation effects out of control. Clinical Psychology Review, 18, 23-45.
Dent, E. and Goldberg, S. (1999). Challenging ‘resistance to change’. The Journal of Applied Behavioral Science, 35(1), 25-42.
Hawn, C. (2009). Report from the field: take two aspirin and tweet me in the morning: how twitter, facebook, and other social media are reshaping health care. Health Affairs, 28, 361-368.
Hocker, JL. and Wilmot, WW. (1985). Interpersonal Conflict. Brown, Dubuque, IA.
James, A., Wall Jr., and Ronda Roberts Callister (1995). Conflict and its management. Journal of Management 1995, 21(3), 515-558.
Jermier, J. and Knights, D. (1994). Undefined Resistance and Power in Organizations: Agency, Subjetivity and the Labour Process. In Resistance and Power in Organizations (Jermier J, Knig-hts D and Nord W, Eds), 25-68.

Joshi, K. (1991). A model of users’ perspective on change: the case of information systems technology implementation. MIS Quarterly, 15(2), 229-242.
Joseph, A. D., (2008). Implementation matters: a review of research on the influence of implementation on program outcomes and the factors affecting implementation. American Journal of Community Psychology, 41, 327-350.
Kumar, K. and Dissel, HGV. (1996). Sustainable collaboration: managing conflict and cooperation in interorganizational systems. MIS Quarterly, 20(3), 279-300.
Lapointe, L. and Rivard, S. (2005). A multilevel model of resistance to information technology implementation. MIS Quarterly, 29(3), 461-491.
Lieke, V. (2013). The effects of text messaging and instant messaging on literacy. English Studies, 94(5), 582-602.
Lucus, H. C., Jr. (1973). Behavioral factors in system implementation. Paper presented at the University of Pittsburgh Conference, Pittsburgh, PA.
Markus, ML. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.
Marakas, GM. and Hornik, S. (1996). Passive resistance misuse: overt support and covert recalcitrnce in IS implementation. European Journal of Information Systems, 5(3), 208-220.
Miller, W. L., & Crabtree, B. F. (1992). Primary Care Research: A Multimethod Typology and Qualitative Roadmap. In Doing Qualitative Research in Primary Care: Multiple Strategies (B. F. Crabtree & W. L. Miller, Eds), 3-28. CA: Sage.
Motwani, J., Subramanian, R., and Goalakrishna, P. (2005). Critical factors for successful ERP implementation: exploratory findings from four case studies. Computers in Industry, 55(6), 529-544.
Ogara, S. O., Koh, C. E., & Prybutok, V. R. (2014). Investigating factors affecting social presence and user satisfaction with mobile instant messaging. Computers in Human Behavior, 36, 453-459.
Putnam, LL. and Wilson, C. (1982). Communicative Strategies in Organizational Conflict: Reliability and Validity of a Measurement Scale. In Communication Yearbook (Burgon MD, Ed), 629-652, Sage, Beverly Hills.
Ramirez, a., & Broneck, K. (2009). ‘IM me’: instant messaging as relational maintenance and everyday communication. Journal of Social and Personal Relationships, 26, 291-314.
Robbins, SP. (1974). Managing Organizational Conflict. Prentice Hall, Englewood Cliffs, NJ.
Thomas, K. W. (1992). Conflict and conflict management: reflections and update. Journal of Organizational Behavior, 13(3), 265-274.
Yin, R. K. (1994). Case Study Research Design and Method (2ed). Thousand Oaks: Sage Publication.
Yin, R. K. (2009). Case Study Research: Design and Methods (4th Ed.). Thousand Oaks, CA: Sage.
描述 碩士
國立政治大學
企業管理研究所(MBA學位學程)
105363010
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0105363010
資料類型 thesis
dc.contributor.advisor 洪為璽<br>季延平zh_TW
dc.contributor.advisor Hung, Wei-Hsi<br>Chi, Yen-Pingen_US
dc.contributor.author (Authors) 周志帆zh_TW
dc.contributor.author (Authors) Chou, Chih-Fanen_US
dc.creator (作者) 周志帆zh_TW
dc.creator (作者) Chou, Chih-Fanen_US
dc.date (日期) 2023en_US
dc.date.accessioned 9-Mar-2023 18:34:00 (UTC+8)-
dc.date.available 9-Mar-2023 18:34:00 (UTC+8)-
dc.date.issued (上傳時間) 9-Mar-2023 18:34:00 (UTC+8)-
dc.identifier (Other Identifiers) G0105363010en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/143820-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理研究所(MBA學位學程)zh_TW
dc.description (描述) 105363010zh_TW
dc.description.abstract (摘要) 即時通訊軟體與現代人的生活密不可分，即時的文字訊息傳遞，能夠快速與更有 效率的觸及目標對象。而隨著時間的推進，文字訊息已不再是使用即時通訊軟體的 唯一功能，用戶可以透過其滿足購物、通勤、娛樂與旅遊等需求。而即時通訊軟體公司為了提供上述多元的需求來滿足用戶，符合相對應的資訊系統即為關鍵。本研究為質性研究，採個案研究法，藉由論文作者實際參與新資訊系統導入的過程，並實際訪談個案公司來了解個案L公司導入新資訊平台系統所面臨之情境。接著再透過次級資料的交叉分析比對，產出結論。本研究發現，個案公司在導入新資訊平台時，產生抗拒與衝突的成因，除學者們研究提及之系統對於使用者是否帶來正向價值、及是否改變用戶原始權利的原因外，本個案也發現，最主要的衝突與抗拒成因會來自於溝通落差、衍生新系統資訊的不確定性、以及部門間的角力影響。期藉由本研究能帶給產業未來在執行新系統導入的過程中能能避免發生類似情境，更加的順遂。zh_TW
dc.description.abstract (摘要) Instant messaging software is inseparable for people living in 21st century. Instant text message transmission can quickly and efficiently reach the target audience. With the progress of time, text messaging is no longer the only function of using instant messaging software, users can also use it to fulfill the needs of shopping, commuting, entertainment and travel. The key for instant messaging software companies to fulfill and satisfy the needs of users is to adopt the appropriate information system.This research is based on qualitative research and case study methods. The author of the thesis actually has participated in the process of adopting new information system, and also interviewed the case company to understand the situation it faced. The conclusion of the thesis came from cross-analysis and comparison of the secondary data. It found that the reasons for the case company’s resistance and conflicts when adopting a new information platform are communication gap, un-certainty of deriving new system information, and the inter-departmental conflicts. The go-al of this research is trying to provide a guidance for companies’ owners or project owners who are looking for adopting new information system to avoid conflicts and resistance during the system implementation.en_US
dc.description.tableofcontents 中文摘要 I
ABSTRACT II
謝誌 III
目次 IV
表次 VI
圖次 VII
第一章 緒論 1
第一節 研究動機.....................................1
第二節 研究目的.....................................1
第三節 研究範圍與對象................................2
第四節 研究流程......................................2
第二章 文獻探討......................................4
第一節 資訊系統導入..................................4
第二節 資訊系統抗拒..................................5
第三節 資訊系統衝突..................................7
第四節 通訊軟體介紹..................................9
第五節 文獻回顧摘要..................................10
第三章 研究方法......................................11
第一節 研究流程與架構.................................11
第二節 研究方法 .....................................12
第三節 資料搜集 .....................................14
第四章 個案討論......................................17
第一節 個案公司簡介...................................17
第二節 L公司內容資訊平台...............................20
第三節 L公司內容資訊平台轉變...........................24
第四節 新內容資訊平台導入的抗拒與衝突 ..................28
第五章 結論與建議.....................................35
第一節 研究結論......................................35
第二節 後續研究建議...................................37
附錄一 訪談重點......................................38
參考文獻 ............................................44		zh_TW
dc.format.extent 1713608 bytes-
dc.format.mimetype application/pdf-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0105363010en_US
dc.subject (關鍵詞) 即時通訊軟體zh_TW
dc.subject (關鍵詞) 資訊系統zh_TW
dc.subject (關鍵詞) 資訊系統抗拒zh_TW
dc.subject (關鍵詞) 資訊系統衝突zh_TW
dc.subject (關鍵詞) 內容資訊平台zh_TW
dc.subject (關鍵詞) Content Platformen_US
dc.subject (關鍵詞) Instant Messaging Softwareen_US
dc.subject (關鍵詞) Information Technology Systemen_US
dc.subject (關鍵詞) IT Resistaneen_US
dc.subject (關鍵詞) IT Conflictsen_US
dc.title (題名) 系統服務整合業導入新內容資訊平台之抗拒與衝突研究 – 以L公司為例zh_TW
dc.title (題名) A Case Study of Conflicts and Resistance in Implementing New Content Platform System in the System Integrator – A Case Study of L Companyen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 一. 中文文獻
MIC產業情報研究所，2021/11/29。【社群與通訊消費者調查系列一】「限動」最吸 引網友行銷掌握黃金1分鐘原則 網友起床優先看Line群組 年輕族群更愛看IG。 https://mic.iii.org.tw/news.aspx?id=611。搜尋日期:2022年12月12日。
台灣網路報告，2022。財團法人台灣網路資訊中心。https://report.twnic.tw/2022/assets /download/TWNIC_TaiwanInternetReport_2022_ CH.pdf。搜尋日期:2022年12月1 2日。
譯者孟慶凱，2000。Information Systems Foundations:資訊系統導論。新北:博碩文 化股份有限公司。

二. 英文文獻
Ang, J. and Pavri, F. (1994). A survey and critique of the impacts of information technology. In- ternational Journal of Information Management, 14(2), 122-133.
Barki, H. and Hartwick, J. (2001). Interpersonal conflict and its management in information sys- tem development. MIS Quarterly, 25(2), 195-228.
Boulding, K. (1963). Conflict and Defense : A General Theory. Harper and Row, New York. Coetsee, L. (1999). From resistance to commitment. Public Administration Quarterly, 23(2),
204-222.
Cole-Lewis, H., & Kershaw, T. (2010). Text messaging as a tool for behavior change in disease prevention and management. Epidemiologic Reviews, 32, 56-69.
Coser, L. (1956). The Functions of Social Conflict. Free Press, New York.
Dane, A. V., & Schneider, B. H. (1998). Program integrity in primary and early secondary prevention: Are implementation effects out of control. Clinical Psychology Review, 18, 23-45.
Dent, E. and Goldberg, S. (1999). Challenging ‘resistance to change’. The Journal of Applied Behavioral Science, 35(1), 25-42.
Hawn, C. (2009). Report from the field: take two aspirin and tweet me in the morning: how twitter, facebook, and other social media are reshaping health care. Health Affairs, 28, 361-368.
Hocker, JL. and Wilmot, WW. (1985). Interpersonal Conflict. Brown, Dubuque, IA.
James, A., Wall Jr., and Ronda Roberts Callister (1995). Conflict and its management. Journal of Management 1995, 21(3), 515-558.
Jermier, J. and Knights, D. (1994). Undefined Resistance and Power in Organizations: Agency, Subjetivity and the Labour Process. In Resistance and Power in Organizations (Jermier J, Knig-hts D and Nord W, Eds), 25-68.

Joshi, K. (1991). A model of users’ perspective on change: the case of information systems technology implementation. MIS Quarterly, 15(2), 229-242.
Joseph, A. D., (2008). Implementation matters: a review of research on the influence of implementation on program outcomes and the factors affecting implementation. American Journal of Community Psychology, 41, 327-350.
Kumar, K. and Dissel, HGV. (1996). Sustainable collaboration: managing conflict and cooperation in interorganizational systems. MIS Quarterly, 20(3), 279-300.
Lapointe, L. and Rivard, S. (2005). A multilevel model of resistance to information technology implementation. MIS Quarterly, 29(3), 461-491.
Lieke, V. (2013). The effects of text messaging and instant messaging on literacy. English Studies, 94(5), 582-602.
Lucus, H. C., Jr. (1973). Behavioral factors in system implementation. Paper presented at the University of Pittsburgh Conference, Pittsburgh, PA.
Markus, ML. (1983). Power, politics, and MIS implementation. Communications of the ACM, 26(6), 430-444.
Marakas, GM. and Hornik, S. (1996). Passive resistance misuse: overt support and covert recalcitrnce in IS implementation. European Journal of Information Systems, 5(3), 208-220.
Miller, W. L., & Crabtree, B. F. (1992). Primary Care Research: A Multimethod Typology and Qualitative Roadmap. In Doing Qualitative Research in Primary Care: Multiple Strategies (B. F. Crabtree & W. L. Miller, Eds), 3-28. CA: Sage.
Motwani, J., Subramanian, R., and Goalakrishna, P. (2005). Critical factors for successful ERP implementation: exploratory findings from four case studies. Computers in Industry, 55(6), 529-544.
Ogara, S. O., Koh, C. E., & Prybutok, V. R. (2014). Investigating factors affecting social presence and user satisfaction with mobile instant messaging. Computers in Human Behavior, 36, 453-459.
Putnam, LL. and Wilson, C. (1982). Communicative Strategies in Organizational Conflict: Reliability and Validity of a Measurement Scale. In Communication Yearbook (Burgon MD, Ed), 629-652, Sage, Beverly Hills.
Ramirez, a., & Broneck, K. (2009). ‘IM me’: instant messaging as relational maintenance and everyday communication. Journal of Social and Personal Relationships, 26, 291-314.
Robbins, SP. (1974). Managing Organizational Conflict. Prentice Hall, Englewood Cliffs, NJ.
Thomas, K. W. (1992). Conflict and conflict management: reflections and update. Journal of Organizational Behavior, 13(3), 265-274.
Yin, R. K. (1994). Case Study Research Design and Method (2ed). Thousand Oaks: Sage Publication.
Yin, R. K. (2009). Case Study Research: Design and Methods (4th Ed.). Thousand Oaks, CA: Sage.		zh_TW