[[alternative]]The Support Role Information Center and Its Effects on End User Computing Success

計畫編號：NSC88-2416-H032-015研究期間：199808~199907研究經費：277,000[[sponsorship]]行政院國家科學委員

Critical Success Factors for Multi-Channel Service Delivery (MCSD)

Multi-channel service delivery is increasingly used in the interactions with citizens and businesses. Some projects have been undertaken successfully, whereas others failed and the reasons for success are not entirely clear. In this paper we focus on success factors for the development and implementation of multi-channel service delivery strategy. The factors are derived based on a document analysis and expanded and validated by public sector staff working in this field. In total 21 CSF were found and the top eight critical factors concern especially institutional and macro issues related to managing the interdependencies of strategic decisions, lobbying for strong political support and management buy-in, harnessing scarce resources, determining the right channel and services mix, enhancing inter-organizational integration and coordination, and managing clients’ perceptions. The findings should help to improve the development of service delivery strategies

User satisfaction as a measure of success in end user application development: An empirical investigation

End user application development to support organisational tasks is a phenomenon that is becoming increasingly important to organisations, yet there is little empirical research evaluating its effectiveness. Measures of user satisfaction, which are commonly used to evaluate organisational systems, may be inappropriate when end users assess systems they have developed themselves. This study compared the satisfaction ratings of applications which were evaluated by their end user developers with ratings of the same application by other end users. End users were significantly more satisfied with applications they had developed themselves. Possible implications of this finding are discussed

Impact of corporate orientation of information technology adoption in the United States forest products industry

This study aims to contribute to addressing the gap that exists in determining the role an organization’s internal operations play in information technology (IT) adoption in organizations. In particular, this research stems from investigating the relationship between company success at adopting information technology systems (the Internet) in the United States forest products industry (specifically, the lumber sector) and the extent to which organizational orientation within the industry supports the development. Following an extensive literature review, a conceptual model that represents the synthesis of information technology adoption-marketing orientation influences is developed. (This study does not infer that a company can acquire only one orientation at any one time). The United States forest products industry has traditionally been perceived as being production-oriented by many researchers. Marketing orientation, however, is a relatively new phenomenon that is gradually seeping into the way the industry does business as a result of competition, technology advancement, and the changing needs of consumers. Consequently, a number of propositions are tested and managerial and research recommendations are put forward. Overall, this research finds that email and the World Wide Web are the two most popular internet-based applications used by companies in the lumber industry. A positive relationship exists between factors of Internet adoption (extent of Internet application, user participation, perceived ease of use by user, perceived usefulness by user, and adoption diffusion by company) and “perceived company effectiveness of Internet adoption” under high and low marketing orientation, with a higher rate of increase in high marketing orientation than low marketing orientation

Strategic IT, but not by ITself : on the relevance of the organizational context for strategic success with IT

Information technology (IT) has performed an important role in the functioning of organizations during the last decades. IT concerns the automation of the information services in and between organizations. Many authors consider the (automation of) information services as important because they regard "information" as a production factor in addition to the traditional production factors of "land, labor and capital". Information services concern the input, storage, processing and distribution of information for the execution, the planning and control, and the support of the primary processes of organizations. Via the automation of the information services, this execution, planning and control, and support of the primary processes may improve. The organization’s use of IT is found in the field of (Management) Information Systems. This field is concerned with the planning, development and use of information systems for the performance, management and support of organizational activities. Although the costs of certain components used in the automation of the information services, such as 'chips' and software, have been dropping, the total investment in IT has been rising. New technology and improvements in knowledge enable newer and more advanced applications with better opportunities than before. The exploitation of these opportunities is, however, no triviality. Therefore, the goal of the research is to gain insight into the exploitation of the IT. This study researches the ways in which organizations really improve their performance. It is aimed, in particular, at the strategic functioning of organizations; hence, we speak about the strategic usage of IT.