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系統識別號 U0026-1601201322212800
論文名稱(中文) 企業資訊管理部門內部客戶服務轉換行為研究
論文名稱(英文) Discover the Service Switching Behavior of MIS Internal Customers
校院名稱 成功大學
系所名稱(中) 國際經營管理研究所碩士在職專班
系所名稱(英) Institute of International Management (IIMBA--Master)(on the job class)
學年度 101
學期 1
出版年 102
研究生(中文) 毛威
研究生(英文) Wei Mao
學號 RA7974100
學位類別 碩士
語文別 英文
論文頁數 81頁
口試委員 指導教授-鄭至甫
召集委員-王慕容
口試委員-林豪傑
中文關鍵字 服務滿意指標  企業內部客戶  資訊管理決策部門  關鍵事件分析法 
英文關鍵字 Satisfactory service  Internal customers  MIS department  Critical Incident Technique 
學科別分類
中文摘要 聚焦台灣科技服務產業,探索服務使用者轉換行為,我們以此篇研究探討、比較滿意(不滿)的服務區塊。在服務提供與接受者中,關鍵事件分析法蒐集了超過67個(非)電子化方案。計畫已經系統性地,歸納及整理出「標準化作業流程」細項。此外,研究指明令人不滿的服務結果,將導致服務轉換行為。然而,研究參與者期待接收到:一次到位的具體服務方案。另一方面,統整令人滿意的子選項與流程,可歸納在群組圖表當中。我們更加深入探索,服務提供(使用)者的心理狀態、行為模式。內部服務的提供(接受)團隊宣稱:期望獲得更多的組織資源挹注。但是企業資訊管理的建議執行提案中,卻未必全然為使用者所接受,反之亦然。此外,值得關注的決策觀點是:跨部門的受訪者傾向於更多角度地,接受超越268項關鍵事件範疇之外的直/間接服務。再令人滿意的服務方式,也無法確保不轉換行為的發生;也就是說,服務使用者的心態、行動,目前尚無明確的共識。總結來說,企業資訊管理部門的責任需要是,認真關懷所有員工的需求。本篇論文通篇發現到,MIS部門若期望更多地獲得員工信任,需要傾聽、溝通、行動、面對、解決、創新、更加多元化地服務使用者。因此,我們提出優化、具體可執行、及建設性的標準工作流程,有效提升使用者的信任感,明確且有效的降低轉換行為發生。儘管如此,本篇研究仍有所侷限於,華人商業團隊當中的研究對象。同時,我們相信,未來將有超越既有關鍵事件的跨產業研究計畫,且可以提升更進一步合作與挑戰。以上的資訊諮詢服務或可以做為下一個階段的潛在研究議題。
英文摘要 To find the internal service switching behavior in Taiwan IT industry. We conducted this article to connect and compare between the (un) satisfactory incidents. Critical incident technique was adopted for gathering over 67 e-service (traditional) incidents from service providers and receivers. Incident resolution was identified as the standard operation procedures (SOP). We got the meaningful findings that unsatisfactory services led to switch. However, the research participant looked forward adopting the non-switched reason and resolution. We grouped satisfactory solutions and SOP into subcategories to discover the behavioral status. Both internal service providers and receivers were proclaiming that they deserved to get more care (concern). The result was what MIS suggestion was not completely taken by receivers, vice and versa. The discoverable viewpoint was cross-department interviewees prefer to be treated beyond the 268 (67 multiplies 4) incidents, even though we had checked that the satisfactory solution might not necessarily lead to non-switch-behavior. In summary, it was MIS staffs obligation to treat equally on responses. The implication to the corporation was that to win staffs trust through communication, transform complaints into action, and put on-line suggestion into on-site practice. We proposed the satisfactory SOP to decrease switch, but the limitation was that we focused on eastern-context target. The beyond-incidents to the cross-industry collaboration / conflict were potential research issues.
論文目次 TABLE OF CONTENTS
ACKNOWLEDGEMENTS I
ABSTRACT II
摘 要 III
TABLE OF CONTENTS IV
LIST OF TABLES VII
LIST OF FIGURES VIII
CHAPTER ONE INTRODUCTION 1
1.1 Background. 1
1.2 Research Motivation. 2
1.3 Research Purpose. 3
1.4 Research Flow. 3
CHAPTER TWO LITERATURE REVIEW 5
2.1 The MIS Department. 5
2.2 Internal Services and Encounters. 6
2.2.1 Importance of Internal Customer Satisfaction. 6
2.2.2 Internal IT Services. 7
2.3 Traditional Services. 8
2.4 Diversified Technical Service. 9
2.5 Internal Customer Switching Behavior. 12
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 15
3.1 Critical Incident Technique Introduction. 15
3.2 CIT Questionnaire Design. 16
3.3 Sampling Design. 17
3.4 Data Collection Design. 19
3.4.1 Semi-Structured Interview. 20
3.4.2 CIT Questionnaire. 20
3.5 Data Analysis Design. 21
3.5.1 Open Coding. 23
3.5.2 Axial Coding. 24
3.5.3 CIT Credibility Check. 25
CHAPTER FOUR RESEARCH RESULTS 26
4.1 Data Response Analysis. 26
4.2 Overall Results. 28
4.3 Switch Determinants (RQ1). 29
4.3.1 Determinants in Unsuccessful Switch Scenarios. 29
4.3.2 Determinants in Successful Switch Scenarios. 31
4.3.3 Summary of Determinants. 33
4.4 Responses to Switch Requests (RQ2). 37
4.4.1 Responses in Unsuccessful Switch Scenarios. 37
4.4.2 Responses in Successful Switch Scenarios. 38
4.4.3 Summary of Responses. 39
4.5 Reliability Check and Confirmation. 39
4.6 Relationship Mapping (RQs 3 and 4). 42
4.7 Producing the Code Mapping for Further Study. 50
CHAPTER FIVE CONCLUSION AND SUGGESTIONS 54
5.1 Research Conclusions and Discussion. 54
5.2 The Contribution of this Research. 55
5.2.1 Contribution to the Research Field. 55
5.2.2 Managerial Implication of this Study. 56
5.3 Research Limitations. 57
5.4 Suggestions for Further Research. 58
REFERENCES 60
APPENDICES 66
Appendix 1: English Internal Customer CIT Questionnaire 66
Appendix 2: English MIS Employee CIT Questionnaire 70
Appendix 3: Chinese Internal Customer CIT Questionnaire 74
Appendix 4: Chinese MIS Employee CIT Questionnaire 78
LIST OF TABLES
Table 2-1 Seven CSFs of Organizational Information System 8
Table 2-2 Internal Standards and Specification Assessment on Customized Website 10
Table 4-1 Demographic Analysis 27
Table 4-2 SS and US Determinant Analyses between ICs and MIS department 35
Table 4-3 Assessing (Dis) Agreement Number of Service Switching Incidents 40
Table 4-4 Holsti’s Agreement of Service Switching Incidents 40
Table 4-5 Assessing (Dis) Agreement Numbers of Service Switches 40
Table 4-6 Holsti’s Agreement of Service Switching Incidents 41
Table 4-7 SS and US Responses’ Mappings between ICs and MIS department 43
LIST OF FIGURES
Figure 3-1. Interview model 17
Figure 3-2. First round sampling formula 18
Figure 3-3. Critical incident exposure and extend flowchart 23
Figure 4-1. MIS department’s solution’s prioritization 50
Figure 4-2. The company x target solution provision process 52
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