科技持續意圖影響因素之研究：以台灣速食業為例 / The impact of factors on technology continuance intention: the case of the fast-food industry in Taiwan

[[abstract]]隨著科技的快速發展及勞力成本的提高，許多連鎖業者紛紛導入科技於工作平台中，除了冀望能降低勞力成本外也期望能提高工作效率，進而能可以提供給顧客更多、更好的服務，尤其在講求服務速度的速食業裡更是迫切所需。在2004年台灣三大西式速食業者相繼推出電話訂餐的服務，而其背後的最大資源即是透過科技的輔助。但是，科技的使用並非總部而是連鎖門市的第一線員工。因此，為了解科技對企業是否發生幫助，就必須探究影響員工使用的因素，進而推斷科技對企業能有效益的產生。 本研究以整合科技接受模型為理論基礎，將影響員工對科技持續意圖的因素分為個人影響因素與組織影響因素。其中，個人影響因素包含績效期望、努力期望二部分，而組織影響因素則建構在組織支持理論中的認知組織支持及認知主管支持二部分。透過了解員工的持續意圖後，再探索與員工的角色績效表現的關係。本研究以21家摩斯漢堡的中區門市店長及員工為研究對象，採用成對樣本的問卷調查方式，在問卷預試部份，有效問卷為41份；在實測部份，共發出369份，回收175份，有效問卷為175份。並進一步透過PLS統計軟體進行結構模式分析，研究結果顯示： 1 組織影響員工持續意圖部分，認知主管支持會正向影響員工的持續意圖，認知組織支持與員工持續意圖間不存在顯著的影響關係。 2 員工的持續意圖與員工的角色績效表現間存在正向的顯著關係。其中，員工的持續意圖對角色內績效的影響效果大於角色外的績效表現行為。 本研究貢獻，在於過去研究多集中使用整合科技接受模型分析單純的消費者與員工對於使用科技的行為態度，鮮少從連鎖型態的觀點出發，故本研究將科技的持續使用與連鎖型態做結合。本研究針對研究結果再透過業界訪談，除了能了解研究結果對理論發展有貢獻外，並可供速食業者亦或其他連鎖經營業者作為策略擬定之參考。 / [[abstract]]With the speedy development of information technology and the increasing labor costs many chain stores start to introduce the technology in the working platform In addition to looking for reducing labor costs the managers also expect to improve the efficiency and then hope to provide customers the better service particularly in the fast-food industry which emphasizes the speedy service is an urgent need Therefore in order to understand whether the technology helps the business managers must explore the factors that affect the use by employees and they could infer that the technology can benefit the production of enterprise In this study unifying the Theory of Acceptance and Use of Technology is being a theoretical basis it will separate the factors of impact of employees on the continuing intention of technology into personal factors and organizational factors Among these factors the individual factors include performance expectancy and effort expectancy and the organizational factors are constructed from the organization support theory of perceived organizational support and perceived supervisor By understanding the continuing intention of staff then explore the relationship between the role of performance and employee continuing intention The research survey with 175 usable questionnaires by employees and use PLS to verify the research model The research results are as follows: 1 The part of organization’s impact on their intention perceived supervisor support will positively affect employees’ ongoing intention and there is no significant relationship between perceived organizational support and employee’s continuing intentions 2 The staff’s continuance intentions and the role performance exists significant positive relationship Among them the effect of the staff’s continuance intentions on the in-role performance is better than on the role of extra-performance behavior About the major contribution of this study past studies have usually focused on technology acceptance model to analysis the simply employee's and customer's behavior and attitude of using technology however few patterns from the chain point thus this study connects the continuing usage of technology and the chain stores The results of this study contribute to the development of the theory and it will provide the fast-food chains or other chain store a strategic development of the industry