User-IS Conflicts, User-IS Interaction Quality, and Project Performance: An Empirical Study

資訊系統使用者與開發人員之衝突、互動品質與專案績效關係之實證研究

10.6382/JIM.200804.0010

詹前隆(Chien-Lung Chan)；陳鴻基(Houn-Gee Chen)；張國忠(Kuo-Chung Chang)；李婷(Ting Lie)

衝突 ； 互動品質 ； 專案績效 ； 專案管理 ； Conflicts ； user-IS interaction quality ； project performance ； project management

資訊管理學報

15卷2期（2008 / 04 / 01）

209 - 224

英文

使用者與開發人員之間的衝突已被認定為資訊系統開發過程中一個重要的風險因子。其對專案績效的負面影響在資管領域已被討論。Wang等學者(2005)提出了在衝突與專案績效間之中介變數，而並非尋找減輕衝突對於專案績效所造成負面衝擊之方法。本研究之目的乃根據Wang等學者(2005)探討在台灣這種強調「以和為貴」的文化，衝突之影響程度及使用者與開發人員之間的互動品質。結果顯示，在台灣文化中的衝突比在美國文化中的衝突(Wang et al. 2005)有更大的影響，而使用者與資訊系統開發人員間的互動品質是衝突與專案績效間關鍵的中介變數。文中並討論本研究對於衝突管理與資訊系統開發理論與管理實務上之意涵。

Conflict has been defined as an important risk factor during information systems development. Its negative effect on project performance has been argued in the IS field. Wang et al. (2005) proposed the mediating variable between conflicts and project performance, instead of identifying means to alleviate the negative effect of conflicts on project performance. The purpose of this study is to examine the magnitude of the impact of conflict on software project and user-IS interaction quality on IS project implementation in a culture more emphasized ”harmony”. The study is conducted through surveying IS professionals in Taiwan. Our results show that conflict has a stronger effect in Taiwan setting, compared to Wang et al. (2005), and interaction quality is a critical mediator between conflict and project performance for IS implementation. Theoretical and managerial implications for conflict management and information systems development are discussed.

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