【作者】 褚燕；

【导师】 黄丽华；

【作者基本信息】 复旦大学 ， 管理科学与工程， 2008， 博士

【摘要】 随着企业信息化建设的不断深入,如何有效地获得信息技术应用的商业价值,是企业信息化深入建设所面临的一个主要问题。目前已有相关的研究文献中,通过实证研究来揭示“如何”能利用信息技术提升企业能力、提升资源配置效率等问题的研究较少,难以对实践产生有效的指导。本文试图从资源互补性的视角出发,研究信息技术实施后与其互补企业资源之间的互补作用对业务流程绩效的影响,并深入分析信息技术实现其价值的途径和影响因素。本文在文献综述的基础上强调从企业流程层面来考察研究信息技术商业价值的重要性,分析界定了信息技术资源、信息技术能力以及与信息技术互补的企业资源,包括人力资源、业务流程资源等。以自组织理论为指导,深入讨论了信息技术与其互补资源的互补机制。基于以上分析,本文提出了信息技术与其互补资源的互补作用过程理论模型。本文选择国内金融企业的客户服务流程为实证研究对象,建立了信息技术与其相关资源的互补与业务流程绩效关系的测量模型,并进行了实证调查研究。通过调查研究发现,信息技术资源与信息技术管理技能的互补性、信息技术资源与人力资源的互补性、信息技术管理技能与人力资源的互补性均与客户服务绩效存在显著正相关关系;而信息技术管理技能与业务流程资源的互补性、人力资源与业务流程资源的互补性与组织绩效有显著正相关关系,而与客户服务绩效之间不存在显著相关性。通过对2个结构方程模型对比分析,发现信息技术与其互补资源相互作用后,对企业客户服务绩效产生影响,而非信息技术资源和相关企业资源直接影响客户服务绩效或企业绩效。在调查研究的基础上,论文进一步对信息技术与其互补资源的互补关系进行了讨论。接着本文选取了银行客户关系管理系统(CRM)应用为研究案例,进一步考察信息技术应用与其互补资源再配置的过程。通过案例研究发现,信息技术与其互补资源的作用延伸至组织层面的能力革新来实现资源再配置的过程。本文根据互补资源对信息技术商业价值的贡献程度不同,建立了互补资源对信息技术商业价值作用力示意图。论文在调查研究结论和案例研究结论的基础上进一步就信息技术的互补性资源配置路径及其共有因素进行了研究,建立了基于信息技术的互补性企业资源再配置路径图,勾勒出了信息技术商业价值的实现途径。论文最后分析了研究结论的理论与实践意义,并提出了进一步研究的方向。更多还原

【Abstract】 As the domestic enterprises in China have established the good base of information technology infrastructures, it becomes a more important problem to hinder informationlization from going deeply that how to effectively and efficiently utilize and manage information systems in firms, and then the firms realize potential information technology business value. However in the existing IT business value literatures in IS field, there are comparatively few empirical researches to illustrate how to use IT to improve operational capability in firms and prompt resources to effectively allocate and exploit and deploy, by which business managers are difficultly guided. From the perspective of complementarity of resources, this research provides an investigation on the interaction between information technologies and complementary resources to affect business process performance. The research also makes a deep investigation on how IT business value is realized and influencing factors based on Resource-based View and Self-Organization Theory.Based on IT business value literatures review, the research emphasizes the importance of the investigation on IT business value from the process-oriented view. From the perspective of Resource-based View, the research analyzes and defines the information technology resources, information technology capability, and complementary resources—human resources and business process resources. Based on the Self-Organization Theory, the research deeply investigates the interactive mechanism of information technologies and complementary resources. According to the above analysis, the research provides the interactive process theoretical model of information technologies and complementary resources based on the process-oriented view.Customer service process in domestic financial firms is chosen. Employing survey method, the research makes a confirmatory study on the on the variances model of the interaction between information technologies in firms and complementary resources and effect on business process performance. Survey study results indicate that the interaction of IT resources and IT managerial skills, the interaction of IT resources and human resources, and the interaction of IT managerial skills and human resources truly have significant positive influence on customer service performance. Then the interaction of IT managerial skills and business process resources, the interaction of human resources and business process resources have significant positive influence on firm performance, not customer service performance. By comparing the data fit of the two structural equation models, the result indicates that the interaction of information technologies and complementary resources affects customer service performance, not IT resources, IT managerial skills, human resources, and business process resources directly affect customer service performance or firm performance. Then the interactive relationships between information technologies and complementary resources are discussed.Then the research makes a thorough investigation on the complimentary resources allocation process based on Customer Relations Management (CRM) in Bank A (China). The Case study results not only illustrate the survey study results, but also move forward to discuss organizational capability change. According to the degree of the complimentary resources contributing to IT business value, the demonstration map of the complimentary resources affecting IT business value is established.Based on the survey results and case results, the research further investigate based on IT complimentary resources allocation processes and the same principal factors, and establishes the complimentary resources allocation process based on information technology, demonstrating and discussing how IT business value is realized. Practical and academical implementations are presented in the end.更多还原