政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/35253
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113160/144130 (79%)
Visitors : 50762284      Online Users : 672
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version
    政大典藏 > College of Commerce > Department of MIS > Theses >  Item 140.119/35253


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/35253


    Title: 服務導向企業中之資訊科技與企業契合度之評估
    Assessing IT-business alignment in service-oriented enterprises
    Authors: 蕭祥恩
    Hsiao, Shiang En
    Contributors: 張欣綠
    Chang, Hsin Lu
    蕭祥恩
    Hsiao, Shiang En
    Keywords: 企業契合度
    企業e化
    IT規劃
    服務導向企業
    顧客滿意度
    Service orientation
    IT-business alignment
    IT planning
    Service-oriented information technology
    Customer quality
    Date: 2007
    Issue Date: 2009-09-18 14:33:29 (UTC+8)
    Abstract: Nowadays more and more enterprises transform into service-oriented infrastructure to sustain their competitive advantage. Although IT is an enabler of service-orientation, IT must align with business strategies to deliver expected value. In order to ensure the investment of service-oriented IT can improve the quality of customer service effectively, we aim to develop an IT-business alignment framework to assess the quality of alignment in the context of service-oriented enterprises. In our framework we propose three components of IT-business alignment: strategic alignment, operational alignment and social alignment. The strategic alignment is the degree to which the business process and information can support corporate service strategies. The operational alignment is the degree to which information systems fulfill the information and process needs of service orientation. The social alignment is the degree to which a common service climate is shared between IT and business units.
    Our data is collected from web questionnaires. The total data set constitutes a representative sample of n=300. Among all returned questionnaires, 96 were found to be complete and usable; this represented a response rate of 32 percent. From this research we get four conclusions: (1) Regardless of customer integration level, strategic alignment plays a significant role in improving customer service quality. (2) Strategic alignment is particularly influential to customer service quality when the enterprise is not service-oriented. (3) Operational alignment is not significant; however with the increasing of data integration level, enterprises increasingly emphasize the operational alignment. (4) Regardless of service-orientation; social alignment effectively helps enterprises make good customer service quality and retain customers.
    Nowadays more and more enterprises transform into service-oriented infrastructure to sustain their competitive advantage. Although IT is an enabler of service-orientation, IT must align with business strategies to deliver expected value. In order to ensure the investment of service-oriented IT can improve the quality of customer service effectively, we aim to develop an IT-business alignment framework to assess the quality of alignment in the context of service-oriented enterprises. In our framework we propose three components of IT-business alignment: strategic alignment, operational alignment and social alignment. The strategic alignment is the degree to which the business process and information can support corporate service strategies. The operational alignment is the degree to which information systems fulfill the information and process needs of service orientation. The social alignment is the degree to which a common service climate is shared between IT and business units.
    Our data is collected from web questionnaires. The total data set constitutes a representative sample of n=300. Among all returned questionnaires, 96 were found to be complete and usable; this represented a response rate of 32 percent. From this research we get four conclusions: (1) Regardless of customer integration level, strategic alignment plays a significant role in improving customer service quality. (2) Strategic alignment is particularly influential to customer service quality when the enterprise is not service-oriented. (3) Operational alignment is not significant; however with the increasing of data integration level, enterprises increasingly emphasize the operational alignment. (4) Regardless of service-orientation; social alignment effectively helps enterprises make good customer service quality and retain customers.
    Reference: Bieberstein, N., Bose, S., Walker, L., & Lynch, A. (2005). Impact of service-oriented architecture on enterprise systems, organizational structures, and individuals. IBM Systems Journal, 44(4), 691-708.
    Buxbaum, P. (2001). Measuring alignment. Computerworld, 35(19), 46.
    CFO Publishing Corporation. (2003). The new it value proposition: Focus on business process optimization, not cost cutting. Boston, MA.
    Chan, Y. E.(2002). Why haven`t we mastered alignment? The importance of the informal organization structure. MIS Quarterly Executive, 1(2), 97-112.
    Clemons, E. K., & Row, M. C. (1992). Information technology and industrial cooperation: The changing economics of coordination and ownership. Journal of Management Information Systems, 9(2), 9-28.
    Crawford, C. H., Bate, G. P., Cherbakov, L., Holley, K., & Tsocanos, C. (2005). Toward an on demand service-oriented architecture. IBM Systems Journal, 44(1), 81-107.
    Day, G. S. (1994). The capabilities of market-driven organizations. Journal of Marketing, 58(4), 37-52.
    Huang, C. D., & Hu, Q. (2007). Achieving IT-Business strategic alignment via enterprise-wide implementation of balanced scorecards. Information Systems Management, 24(2), 173-184.
    IBM SIMM Model, “Increase flexibility with the Service Integration Maturity Model (SIMM)”, IBM Global Service, 2005, http://www.ibm.com/developerworks/ webservices/library/ws-soa-simm/ , accessed on 2008/06/16.
    Kohli, A. K., Jaworski, B. J., & Kumar, A. (1993). MARKOR: A measure of market orientation. Journal of Marketing Research, 30(4), 467-477.
    Luftman, J. (2003). Assessing IT/business alignment. Information Systems Management, 20(4), 9-15.
    Maes, R., Rijsenbrij, D., Truijens, O., & Goedvolk, H. (2000). Redefining business-IT alignment through a unified framework. Amsterdam: Universiteit van Amsterdam, Department of Information Management.
    Menor, L. J., & Roth, A. V. (2007). New service development competence in retail banking: Construct development and measurement validation. Journal of Operations Management, 25(4), 825-846.
    Molla, A., & Licker, P. S. (2005). Perceived E-Readiness Factors in E-Commerce Adoption: An Empirical investigation in a developing country. International Journal of Electronic Commerce, 10(1), 83-110.
    Moody, K. W. (2003). New meaning to IT alignment. Information Systems Management, 20(4), 30-35.
    Narver, J. C., Slater, S. F., & MacLachlan, D. L. (2004). Responsive and proactive market orientation and new-product success. Journal of Product Innovation Management, 21(5), 334-347.
    Oh, W., & Pinsonneault, A. (2007). On the assessment of the strategic value of information technologies: Conceptual and analytical approaches. MIS Quarterly, 31(2), 239-265.
    Peak, D., & Guynes, C. S. (2003). The IT alignment planning process. Journal of Computer Information Systems, 44(1), 9-15.
    Ray, G., Barney, J. B., & Muhanna, W. A. (2004). Capabilities, business processes, and competitive advantage: Choosing the dependent variable in empirical tests of the resource-based view. Strategic Management Journal, 25(1), 23-37.
    Reich, B. H., & Benbasat, I. (2000). Factors that influence the social dimension of alignment between business and information technology objectives. MIS Quarterly, 24(1), 81-113.
    Rockart, J. F., Earl, M. J., & Ross, J. W. (1996). Eight imperatives for the new IT organization. Sloan Management Review, 38(1), 43-55.
    Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, 83(2), 150-163.
    Slater, S. F., & Narver, J. C. (1999). Research notes and communications: Market-oriented is more than being customer-led. Strategic Management Journal, 20(12), 1165-1168.
    Tallon, P. P., & Kraemer, K. L. (1999). A process-oriented assessment of the alignment of information systems and business strategy: Implications for IT business value. For Submission to the Fourth Americas Conference on Information Systems (AIS), Maryland, USA, 1-10.
    Weill, P., Subramani, M., & Broadbent, M. (2002). Building IT infrastructure for strategic agility. MIT Sloan Management Review, 44(1), 57-65.
    Weiss, J. W., Thorogood, A., & Clark, K. D. (2006). Three IT-business alignment profiles: Technical resource, business enabler, and strategic weapon. Communications of AIS, 2006(18), 676-691.
    Zhu, K., Kraemer, K., & Xu, S. (2003) Electronic Business Adoption by European Firms: A Cross-country Assessment of the Facilitators and Inhibitors. European Journal of Information Systems (12), 251-268.
    Description: 碩士
    國立政治大學
    資訊管理研究所
    95356034
    96
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0095356034
    Data Type: thesis
    Appears in Collections:[Department of MIS] Theses

    Files in This Item:

    File Description SizeFormat
    603401.pdf52KbAdobe PDF2878View/Open
    603403.pdf22KbAdobe PDF2720View/Open
    603404.pdf99KbAdobe PDF2784View/Open
    603405.pdf24KbAdobe PDF2684View/Open
    603406.pdf47KbAdobe PDF2956View/Open
    603407.pdf70KbAdobe PDF2873View/Open
    603408.pdf68KbAdobe PDF2912View/Open
    603409.pdf39KbAdobe PDF2738View/Open
    603410.pdf25KbAdobe PDF2679View/Open
    603411.pdf27KbAdobe PDF2797View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback