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博碩士論文 etd-0215112-030559 詳細資訊
Title page for etd-0215112-030559
論文名稱
Title
以服務導向觀點探討系統維護階段使用者參與價值共創之研究
Understanding user co-production in system maintenance: A service-dominant logic perspective
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
98
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2012-01-16
繳交日期
Date of Submission
2012-02-15
關鍵字
Keywords
服務導向邏輯、系統維護、使用者參與、價值共創、個案研究
User Participation, Value Co-production, Case Study, Service-Dominant Logic, System Maintenance
統計
Statistics
本論文已被瀏覽 5892 次,被下載 3713
The thesis/dissertation has been browsed 5892 times, has been downloaded 3713 times.
中文摘要
服務導向邏輯的概念是因應現今以服務業為主要經濟活動的經濟模式而產生,並已逐漸取代傳統的產品導向邏輯而成為主流。價值的創造已不僅是由生產者提供產品再透過與消費者的金錢交易而產生,而是轉變為由服務提供者與使用者的共同參與所創造出來的。這服務導向邏輯也非常適用於資訊系統的開發與維護過程,使用者不再只是需求的提出者,而是扮演更積極的知識貢獻者與共創者的角色。
本研究基於這新興的服務導向邏輯與使用者參與價值共創的理論,特別著重在以往相關研究比較少觸及的系統維護階段使用者參與的領域,主要目的在探討系統維護階段使用者參與價值共創活動程度的影響因素,以個案研究的方法,訪談並分析在維護階段的三個不同系統個案其差異性如何來影響使用者執行開放的溝通、共同解決問題、涉入專案治理、個人的投入、容忍、提倡推廣、調適等 價值共創行為。
根據本研究分析結果發現,系統熟悉度、服務需求來源與系統複雜度的差異性是可能影響使用者執行價值共創行為程度的三個因素。期望藉由本研究的研究過程與結論能夠提供後續研究者進行相關研究時的參考,並能對業界在如何提升使用者參與資訊系統維護績效的議題上有所助益。

關鍵字:服務導向邏輯、系統維護、使用者參與、價值共創、個案研究
Abstract
The Service-Dominant Logic concept has replaced the traditional Product-Dominant Logic to be the mainstream of contemporary business activities. Based on this concept, value creation is viewed as a co-produced result instead of the responsibility of producer only. Through applying Service-Dominant Logic to information systems development and maintenance process, one can conclude that users should play a more active role as a co-producers.
Past user participate studies largely focused on system development stage only and only little attention has been paid the maintenance process. Given the importance of maintenance in system life cycle, the main purpose of this study is to understand the factors that drive users to engage in value co-production. I adopted case study method and analyzed antecedents of co-production behavior performed by users.
According to the found results, I suggest that familiarity toward system, source of demand for services, and system complexity are three potential factors that may lead to various co-production behaviors. The findings of this study can serve as critical reference for future studies. Practitioners can also be benefited by knowing how to enhance user co-production in the maintenance stage of system life cycle.

Keywords: Service-Dominant Logic, System Maintenance, User Participation, Value Co-production, Case Study
目次 Table of Contents
論文審定書 i
致謝 ii
中文摘要 iii
英文摘要 iv
目錄 v
圖次 vii
表次 viii
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 3
第三節 研究問題 4
第四節 研究流程 5
第二章 文獻探討 6
第一節 使用者參與 6
第二節 從產品導向邏輯到服務導向邏輯 7
第三節 服務導向邏輯 9
第四節 從參與到價值共創 11
第五節 何謂使用者與開發者價值共創 12
第六節 在系統維護階段的使用者與開發者價值共創 14
第三章 研究方法與設計 15
第一節 研究方法 15
第二節 研究設計 18
第四章 資料分析 23
第一節 個案簡介 23
第二節 個案分析 33
第三節 個案之比較分析 56
第四節 研究發現 68
第五章 結論與建議 83
第一節 研究結論 83
第二節 研究貢獻 85
第三節 研究限制與後續研究建議 86
參考文獻 87
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