本研究以Austin和Searle的言辭行動理論以及Argyris組織學習理論為基礎，探討資訊人員溝通的防衛言辭行為對理解程度的影響。以實驗法探究非直接及直接的言辭行動以及防衛言辭行為如何影響參與者了解包含在言辭中的意思力，並使用眼動儀為工具衡量參與資訊人員的資訊注意力。研究發現不同言辭行動的使用顯著影響參與者的理解及資訊注意力，而參與者的資訊注意力的情形亦顯著影響其理解。本研究結果有助於後續研究者更進一步探討資訊專業人員溝通時涉入的理解過程；在實務上，可以協助組織減低肇因於防衛言辭行為所造成的組織學習障礙。

Based on Austin and Searle’s speech act theory and Argyris’ organizational learning theory, this study investigates how defensive speech routines impact the level of communication comprehension by information system professionals. Relying on the eye tracker as tool to measure information attention of participating IS professionals, the present researcher has conducted experiments to evaluate how indirect and direct speech acts as well as defensive speech routines influence subjects’ understanding of illucotionary forces embedded in the speeches. The findings suggest that the different speech acts exert significant influence on subjects’ comprehension and information attention, and information attention in turn significantly influences comprehension. The results of this study may help researchers to further investigate the congitive processes involved in IS professionals’ communication and aid practitioners in reducing dysfunctional organizational learning due to defensive speech routines.

第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究問題 5
第三節 研究目的及貢獻 6
第二章 文獻探討 8
第一節 溝通與組織 8
第二節 言辭行動理論 9
一、 簡介 9
二、 何謂言辭行動 11
三、 非直接言辭行動 16
四、 SAT理論相關概念探討的研究 17
五、 應用SAT的相關研究 18
六、小結 20
第三節 防衛行動策略 20
一、 行動理論 20
二、 一般性防衛行動策略 22
三、 資訊領域的研究 26
四、 小結 28
第四節 華人社會的關係 28
第五節 眼動、注意力及理解 30
第六節 研究架構及假說 32
一、研究架構 32
二、 假說推論 34
第三章 研究設計 40
第一節 變項的操作化 40
第二節 研究方法 44
第三節 實驗設計 45
第四章 資料分析與討論 52
第一節 樣本基本資料分析 52
一、電腦程式部分 52
二、眼動實驗部分 55
第二節 假說檢定及討論 58
一、電腦程式實驗部分 58
二、眼動儀實驗部分 62
三、討論 73
第三節 其他分析與討論 77
第五章 結論與建議 81
參考文獻 84
附錄A: 實驗個案材料及基本資料問卷 95

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