資訊系統使用階段變革歷程之研究－－以動態觀點，檢視「使用慣例」與介入措施交互調適的影響效應

A Study of Change Process within Information System Post-adoptive phase --A Dynamic Approach to Review the Impact of Mutual Adaptation between Routine Effects and Intervention

「企業資訊系統使用階段的變革歷程」與組織能否從資訊系統得到實質效益有密切關係。然而，這方面的研究始終有限，特別是變革「介入措施」係由管理者或使用者所主導的爭議，迄今仍有多種論述。基此，本研究透過對台灣大型傳產企業長期使用資訊系統變革歷程的參與觀察、歷程文件蒐集與敘事分析，試圖理解居間原委。研究發現：「使用階段變革歷程」，除涉及「介入措施」效應外，還包括共存的「使用慣例」與之交互調適的影響。這種交互調適包括「介入措施」對「使用慣例」所產生增強、抑制或衝突效應；以及「使用慣例」反向對「介入措施」的促進或抑制影響。這種情境底下，管理者或使用者主導變革情況皆有可能發生；這意味著，實務者在關注「介入措施」議題同時，尚須把焦點放在「使用慣例」，才能促進最終的組織效能。

The purpose of this study is to explore the change process with regard to key actors within the information system post-adoptive phase. This research concerns with agents that trigger change, and relate to the intention and behavior of manager and users, especially focus on issues of who dominates the intervention, how the related actors within the postadoptive phase interact, and what impact is generated from the change process. This study draws upon one large enterprise of the Traditional Industry in Taiwan through participant observation, process documents, and the narrative analysis to understand the reason why this situation happened. The phenomena observed consist of two significant events in the change process and five post-adoptive phases, and the interaction between key actors. Information system involves uncertainty of the investment and the risk of losing profits. Although many information system researches had been conducted, there were questions not clarified yet. Researchers started to introspect the research approach to see if it was too “adaptation-oriented” to ignore “user’s phase”. In the meantime, some researches on “user’s phase” started to be published in top-tier journals. However, most of them were limited to either user’s attitudes or system construction and none of them studied both the users and the information system at the same time. Moreover, the lack of longitudinal and multi-dimensional researches might lead to deficiency in theoretical implications. Due to all the gaps mentioned, this research studied the post-adoptive phase in a company that has used information system for a long time. Therefore, the study discovers that the whole change process within post-adoptive phase has related to intervention effort, routine effectiveness, co-exist and mutual adaptation effective. The mutual adaptation includes the reinforcement, restraint, and conflict impact produced by the invention to the routine use; the promotion or restraint impact produced by the routine use to the invention. Under the situation, the change of post-adoptive phrase predominated by manager or user has possible. It means the routine effect issue can not be neglected when we focus on the past perspective. The use routine can make the ultimate organization efficiency. By delineate the change process among the post-adoptive phase of information system; we contribute to organization study on routine and technology-used.