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E89051
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衝突潛源與建設性衝突管理:以資訊系統開發過程為例
Conflict Potentials and Constructive Conflict Management: An Example of Information System Development
1.葉桂珍
1.Quey-jen Yeh
1.國立成功大學企業管理系
1.Department of Business Administration, National Cheng-Kung University
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1.國立成功大學企業管理系
1.Department of Business Administration, National Cheng-Kung University
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):1999-08-01
A.14 計畫執行期間(訖):2000-07-31
1999-09-151999-11-15
A.16 收到日期:2000-09-18
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企業電腦使用者

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93
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C.2 聯絡日期:2000-10-21
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1.國立成功大學企業管理系
1.Department of Business Administration, National Cheng-Kung University
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C.7 資料公開日期:2002-08-01
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1.使用者參與
2.情緒敵對
3.實質不滿
1.Emotional Hostility
2.Substantive Dissension
3.User Participation
在近年,資訊系統的發展過程已逐漸被社會科學研究者視為一種社會過程,強調人與人間各種活動與行為問題之探討。本文之目的,主在由心理與物質兩個層次,定義衝突之來源,並討論「使用者參與」在降低開發過程中使用者與系統開發者間衝突之效果。樣本為93位使用者,根據所參與的階段,這些使用者再被分為「全程參與」--參與「設計階段」與「執行階段」兩階段,以及僅參與「執行階段」兩群。結果顯示,一IS開發案的負面效果,似非來自使用者與開發者間的外在衝突,而是與使用者對資訊系統的情緒性敵對,以及一些未能在設計階段中解決的實質議題有關。換言之,衝突潛源和衝突本身似應分屬不同的建構,顯示資訊經理人應儘力在設計階段中化解使用者之實質不滿,並避免讓過去之衝突個人化。而就「建設性衝突管理」而言,認清一可能引起衝突的情境,並透過「使用者參與」解決該情境或潛源,比僅解決開發過程中的一些外在衝突,更重要許多。

The development of Information Systems(IS) has been viewed in recent research as a social process, focusing on interpersonal actions and behaviors. The purpose of this paper is to identify the sources of conflict in terms of both mental and material levels, and discuss the effect of user participation on reduction of the conflict between users and developers during IS development. Respondents were 93 end users, who were divided into two groups according to their participation either in the whole IS development process, that is, participation in both design and implementation, or in implementation only. Results showed that negative outcomes from the development process were not due to the manifest conflict between users and developers, but rather were linked to users\' emotional hostility toward IS and substantive dissension on related issues not satisfactorily solved during the design stage. That is, the construct for conflict potentials seems distinct from the construct for conflict itself. We conclude that I managers should work to resolve users\' substantive dissension during IS design stage, and to prevent past conflicts from becoming personalize. Primarily, for constructive management of conflict during IS development, recognizing a situation that has the potential to cause conflict and solving it through user participation is more imperative than simply reducing the manifest conflict.

D.16 完成檢誤日期:2001-08-07
D.17 預定釋出日期:2002-12-27
D.18 初次釋出日期:2002-12-27
D.19_1 最新版釋出日期:2002-12-27
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10.6141/TW-SRDA-E89051-1
http://efenci.srda.sinica.edu.tw/webview/index.jsp?object=http://efenci.srda.sinica.edu.tw:80/obj/fStudy/E89051
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