企业ITSM实施中用户使用意向研究:TAM的修正与应用  

The Usage Intention of End-users in ITSM Implementation:Revise and Application for Technology Acceptance Model

作　　者：陈江涛[1,2] 张亚军[2] 

机构地区：[1]华中科技大学管理学院,湖北武汉430074 [2]长江大学管理学院,湖北荆州434023

出　　处：《科技管理研究》2014年第24期199-203,共5页Science and Technology Management Research

基　　金：湖北省教育厅人文社科青年项目"基于云计算的IT服务定价模型研究"(13q043);长江大学人文社科青年项目"基于消费者价值的IT服务定价模型研究"(2012csq014)

摘　　要：对技术接受模型进行拓展,将内外部支持、利益共识、转移成本和自愿性纳入考量范围,构建ITSM实施环境下用户使用意向的理论模型,并利用271份有效问卷检验理论假设模型。结果表明,内外部支持和利益共识显著地影响用户对ITSM的有用认知和易用认知,主观规范和转移成本显著地影响用户的使用意向,而自愿性对有用认知与使用意向之间的关系有显著地调节作用。This paper makes an expansion on Technology Acceptance Model by taking internal/external support, shared interest, switching costs and voluntariness into consideration and develops a theoretical model of end - users ＇ usage intention in ITSM implementation. The theoretical hypotheses are tested based on the 271 valid questionnaires. The results show that internal/external support and shared interest can significantly affect the end - users＇ perceived usefulness and perceived ease of use for the ITSM system ; subjective norm and switching costs significantly affect the end - users ＇ usage intention, while voluntariness significantly moderates the relationship between the perceived usefulness and end - users＇ usage intention.

关 键 词：IT服务管理 内外部支持 技术接受模型 自愿性 

分 类 号：F274[经济管理—企业管理]