非預期工作創新：台灣大車隊司機個案研究

Unintended Work Innovations: A Case Study of Taiwan Taxi Cabbies

陳則文(Tse-Wen Chen) ； 侯勝宗(Sheng-Tsung Hou)

《科技管理學刊》 14卷2期 (2009/06) Pp. 97-128

https://doi.org/10.6378/JTM.200906.0097

摘要

組織期望藉由導入新科技以達成創新之目的，是科技管理領域中重要的研究議題。但近年來，愈來愈多證據顯示，組織導入科技後，非但未能帶來預期的創新成果，反而產生了許多「非預期的創新」。為何會有非預期創新的產生？這是本研究所欲回答的研究問題。奠基於科技漸衍觀點，本研究採取詮釋型個案研究方法，透過使用者工作實務的微觀層次觀察，探討科技與組織如何受到工作實務的相互演化所影響。藉由一項名為iCall衛星派遣科技的長期田野調查，本文呈現台灣大車隊司機在科技導入前、導入後的工作變化，與在科技互動下的創新結果。研究發現，在七年的科技使用過程，台灣大車隊司機已經發展出多樣化的創新工作實務，其中至少包括三大類：預期型工作實務（理性科技使用者）、品牌型創新工作實務（感性科技使用者），與科技型創新工作實務（知性科技使用者）等。在此三大類工作創新中，分別存在著豐富且多元的創新內涵。最後，我們提出具體的理論與實務意涵，以供組織未來進行科技導入與轉移時的參考。

關鍵字

非預期工作創新 ； 工作實務 ； 科技使用 ； 計程車

並列摘要

Innovation through new technology transfer and implementation has been promoted by many organizations, and therefore has been reviewed and researched frequently in the field of technology management for the past decades. However, researchers are finding that ＜||＞unintended innovations＜||＞ can be detected after the technology is introduced into the organization, rather than the intended outcomes. It is then an intriguing question to ask where this unexpected innovation results from. Based on the emergent perspective, this paper demonstrates how technology itself and organization are enacted by work practices with the methodology of interpretive case study. By micro-level observation of the work practices, resulting from the implementation of the satellite dispatch system, this research depicts the change in the work practices of Taiwan Taxi's cabdrivers and the innovation outcomes of technology enactment. The innovative work practices of the cabdrivers can be categorized as three work practices, including the intended work practices (of the rational cabbies), the brand extension work practices (of the sentient cabbies), and the tech-savvy work practices (of the sensitive cabbies). In addition, more diversified and innovative outcomes underlie and further differentiate the three main types of work practices mentioned in the case study. Finally, we present the theoretical and practical implications that ongoing and micro-level observations should be conducted consistently during technology transfer and implementation.

並列關鍵字

unintended work innovation ； work practice ； technology use ； taxi

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