本研究的主要目標是希望針對國內建置ERP系統的製造業進行研究，探討影響ERP系統成功的各項因素，這些因素包含了這顧問服務品質團隊過程、管理階層和使用者的支援以及顧問服務品質以及ERP軟體和企業需求之間的差異性等。除了直接的影響之外，由於軟體差異性是一項不可避免的問題，本研究同時也希望能夠瞭解控制軟體差異性的各項因素，以降低其所造成的影響。
本研究的驗證結果顯示：在個別因素的主效果方面，顧問服務品質對於ERP系統成功有正向的影響，高階主管支持對於組織效益有正向的影響，ERP軟體與企業需求兩者之間的差異性對於系統品質有負向的影響，衝突解決對於系統品質有正向的影響；在軟體差異性與其他因素的交互作用方面，軟體差異性可藉著高階主管支持、顧問服務品質、溝通與衝突解決將其負面影響降至最低。由研究結果也可以得知，企業在進行ERP系統規劃及建置的過程中，應謹慎選擇顧問服務公司，並採取適當的策略以降低軟體差異性所造成的負面影響，使得ERP系統能夠有效地建置完成。

1.李晴雯，「使用者部門人員和資訊人員在系統建置的過程中，衝突之來源與影響」，國立中央大學未出版碩士論文，民88。
2.果芸，「對ERP應有的認識」，資訊與電腦，第228期，1999年7月號。
3.周樹林，「我國ERP市場現況與展望」，資訊與電腦，第228期，1999年7月號。
4.周樹林，「我國ERP市場成長與產品發展趨勢」，資訊與電腦，第238期，2000年5月號。
5.楊國樞、文崇一、吳聰賢、李亦園，社會及行為科學研究法，13th東華，1997年。
6.劉國良，「資訊顧問服務業市場分析」，資訊與電腦，第244期，2000年11月號。
7.簡世雄、劉學鐸、林茂山，「我國企管顧問業之發展及輔導策略」，經濟部七十八年度研究報告，民78。
8.Aharoni, Yair (1993), Coalitions and Competition: The Globalization of Professional Business Services. New York: Routledge.
9.Baker, B.N., D.C. Murphy and D. Fisher (1983), “Factors Affecting Project Success,” in Project Management Handbook, David I. Cleland, William R. King, eds. New York: Van Nostrand Reinhold.
10.Barcus, Sam W. and Joseph W. Wilkinson (1986), Handbook of Management Consulting Services. New York: McGraw-Hill.
11.Barki, H. and J. Hartwick (1989), “Rethinking the Concept for User Involvement,” MIS Quarterly, 13 (1), 53-63.
12.Barki, H. and J. Hartwick (1994), “User Participation, Conflict, and Conflict Resolution: The Mediating Roles of Influences,” Information Systems Research, 5 (4), 422-438.
13.Basil, Preetam, David C. Yen and Hung-Lian Tand (1997), “Information Consulting: Developments, Trends and Suggestions for Growth,” International Journal of Information Management, 17 (5), 303-323.
14.Bingi, Prasad, Maneesh K. Sharma and Jayanth K. Godla (1999), “Critical Issues Affecting an ERP Implementation,” Information Systems Management, 16 (3), 7-14.
15.Blili, S. L. Raymond, and S. Rivard (1998), “Impact of Task Uncertainty, End-user Involvement, and Competence on the Success of End-user Computing,” Information & Management, 33 (3), 137-153.
16.Boland, R.J. Jr. (1978), “The Process and Product of System Design,” Management Science, 24 (9), 887-898.
17.Bostrom, R.P. (1989), “Successful Application of Communication Techniques to Improve the System Development Process,” Information & Management, 16 (5), 279-295.
18.Boulding, Kenneth (1963), Conflict and Defense. New York: Harper & Row.
19.Brown, Stephen W. and Teresa A. Swartz (1989), “A Gap Analysis of Professional Service Quality,” Journal of Marketing, 53 (April), 92-98.
20.Carman, James M. (1990), “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions,” Journal of Retailing, 66 (Spring), 33-35.
21.Caruana, Albert, B. Ramaseshan, Michael T. Ewing and Fariba Rouhani (1998), “Expectations About Management Consultancy Services：Testing the Assumption of Equivalence Across Australian and Singaporean Firms,” Journal of Professional Services Marketing, 18 (1), 1-10.
22.Crosby, Philip. B. (1979), Quality is Free: The Art of Making Quality Certain. New York: New American Library.
23.Davenport, Thomas H. and J.E. Short (1990), “The New Industrial Engineering: Information Technology and Business Process Redesign,” Sloan Management View, 31 (4), 11-27.
24.Davenport, Thomas H. (1998), “Putting the Enterprise into the Enterprise System,” Harvard Business Review, 76 (4), 121-131.
25.Davison, Robert (1997), “”An Measurement for Measuring Meeting Success, Information and Management, 32 (4), 163-176.
26.Dean, N.J. (1968), “The Computer Comes of Age,” Harvard Business Review, 46 (1), 83-91.
27.Delone, William H. and Ephraim R. McLean (1992), “Information Systems Success: The Quest for the Dependent Variable,” Information Systems Research, 3 (1), 60-95.
28.Edstrom, A. (1977), “User Influence and the Success of MIS Projects: A Contingency Approach,” Human Relations, 30 (7), 589-607.
29.Franz, C.R. and D. Robey (1986), “Organizational Context, User Involvement, and the Usefulness of Information Systems,” Decision Sciences, 17 (4), 329-356.
30.Freeman, Kim D. and Jack Dart (1993), “Measuring the Perceived Quality of Professional Business Services,” Journal of Professional Services Marketing, 9 (1), 27-47.
31.Gross, P. and M. J. Ginzberg (1984), “Barriers to the Adoption of Application Software Packages,” SOS, 4 (4),211-226.
32.Grover, Varun, Myun Joong Cheon and James T.C. Teng, (1996), “The Effect of Service Quality and Partnership on the Outsourcing of Information Systems Functions,” Journal of Management Information System, 12 (4), 89-116.
33.Gobeli, D.H., H.F. Koenig and I. Bechinger (1998), “Managing Conflict in Software Development Teams: A Multilevel Analysis,” Journal of Product Innovation Management, 15 (5), 423-435.
34.Jack Dart (1996), “Retailer versus Non-Retailer Perceptions and Behaviors Regarding Professional Service Providers,” Journal of Professional Services Marketing, 15(1), 71-84.
35.Jang, Young and Jinjoo Lee (1998), “Factors Influencing the Success of Management Consulting Projects,” International of Project Management, 16 (2), 67-72.
36.Jehn, Karen A. (1995), “A Multimethod Examination of the Benefits and Detriments of Intragroup Conflicts,” Administrative Science Quarterly, 40 (June), 256-282.
37.Jehn, Karen A. and Jennifer A. Chatman (2000), “The Influence of Proportional and Perceptual Conflict Composition on Team Performance,” The International Journal of Conflict Management, 11 (1), 56-73.
38.Jiang, James J., Gary Klein and Thomas L. Means (2000), “Project Risk Impact on Software Development Team Performance,” Project Management Journal, December, 19-26.
39.Hackman, J. R. (1987), “The Design of Work Teams,” in Handbook of Organizational Behavior, J. W. Lorsch, eds. Englewood cliffs, NJ: Prentice-Hall, 315-342.
40.Hammer, Michael (1990), “Reengineering Work: Don’t Automate, Obliterate,” Harvard Business Review, 68 (4), 104-112.
41.Hite, Robert E. and Cynthia Fraser (1988), “Meta-Analysis of Attitudes Toward Advertising by Professionals,” Journal of Marketing, 52 (July), 95-105.
42.Kaiser, K. and A. Srinivasan (1982), “User-Analyst Differences: An Empirical Investigation of Attitudes Related to Systems Developments,” Academy of Management Journal, 25 (3), 630-646.
43.Keen, P.G.W. and J.L. McKenney (1974), “How Managers’ Minds Work,” Harvard Business Review, 52 (3), 79-90.
44.Keen, P.G..W. and M.S. Scott-Morton (1978), Decision Support Systems: An Organizational Perspective. Mass: Addison-Wesley.
45.King, W.R. and J.I. Rodriguez (1981), “Participative Design of Strategic Decision Support Systems: An Empirical Assessment,” Management Science, 27 (6), 717-726.
46.Known, T.H. and R.W. Zmud (1987), “Unifying the Fragmented Models of Information Systems Implementation,” in Critical Issues in Information System Research, Richard J. Boland and R. A. Hirschheim eds. New York: Wiley.
47.Kotler, Philip, S.W. Ang, S.M. Leong, and C.T. Tan (1999), Marketing Management: An Asian Perspective. Singapore: Prentice Hall.
48.Lapierre, J. (1998), “The Role of Corporate Image in the evaluation of Business-toBusiness Professional Services: The Case of Consulting Engineers,” Journal of Professional Services Marketing, 16 (1), 21-41.
49.Lapierre, J., Pierre Filiatrault and Jean-Charles Chebat (1999), “Value Strategy Rather Than Qulaity Strategy: A Case of Business-to-Business Professional Services,” Journal of Business Research, 45(2), 235-246.
50.Lee, J. and S. Kim (1992), “The Relationship between Procedural Formalization in MIS Development and MIS Success,” Information & Management, 22, 89-111.
51.Lee, J. and Y. Kim (1999), “Effect of Partnership Quality on IS Outsourcing Success: Conceptual Framework and Empirical Validation,” Journal of Management information systems, 15 (4), 29-61.
52.Lucas, H.C., Jr. (1974), “Systems Qulaity, User Reactions, and the Use of Information Systems,” Management Informatics, 3 (4), 207-212.
53.Lucas, H. C., Jr. (1981), Implementation: The Key to Successful Information System. New York: McGraw-Hill.
54.Lucas, H. C., Jr., E. J. Walton and M. J. Ginzberg (1988), “Implementing Packaged Software,” MIS Quarterly, 12 (4), 537-549.
55.Mckeen, James D., Tor Gulmaraes and James C. Wetherbe (1994), “The Relationship Between User Participation and User Satisfaction: An Investigation of Four Contingency Factors,” MIS Quarterly, 18 (4), 427-451.
56.McKeen, James D. and Tor Gulmaraes (1997), “Successful Strategies for User Participation in Systems Development,” Journal of Management Information Systems, 14 (2), 133-150.
57.Mohr, J. and R. Spekman (1994), “Characteristics of Partnership Success: Partnership Attributes, Communication, Behavior, and Conflict Resolution Techniques,” Strategic Management Journal, 15 (2), 135-152.
58.Morris, P.W.G. and G.H. Hough (1987), The Anatomy of Major Projects. New York: John Wiley.
59.Mumford, E. (1979), “Consensus System Design: An Evaulation of this Approach,” in Design and Implementation of Computer-Based Information Systems. Holland.
60.Nidumolu, Sarma (1995), “The Effect of Coordination and Uncertainty on Software Project Performance: Residual Performance Risk as an Intervening Variable,” Information Systems Research, 6 (3), 191-219.
61.Nidumolu, Sarma (1996), “A Comparison of the Structural Contingency and Risk-Based Perspectives on Coordination in Software-Development Projects,” Journal of Management Information Systems, 13 (2), 77-113.
62.Parasuraman, A., Valarie Zeithaml, and Leonard Berry (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall), 41-50.
63.Parasuraman, A., Valarie Zeithaml, and Leonard Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, 64 (1), 12-40.
64.Pitt, Leyland F., Richard T. Waston and C. Bruce Kaven (1995), “Service Quality: A Measure of Infromation Systems Effectiveness,” MIS Quarterly, 19 (2), 173-187.
65.Porter, Thomas W. and Bryan S. Lilly (1996), “The Effects of Conflict, Trust, and Task Commitment on Project Team Performance,” The International Journal of Conflict Management, 7 (4), 361-376.
66.Power, R.F. and G.W. Dickson (1973), “MIS Project Management: Myths, Opinions and Realities,” California Management Review, 15 (3), 147-156.
67.Rai, Arun and Hindi Al-Hindi (2000), “The Effects of Development Process Modeling and Task Uncertainty on Development Quality Performance,” Information & Management, 37 (6), 335-346.
68.Rao, H. R. and J. M. An (1995), “The Effect of Team Composition on Decision Scheme, Information Search, and Perceived Complexity,” Journal of Organizational Computing, 5 (1), 1-20.
69.Robey, D. and D.L. Farrow (1982), “User Involvement in Information System Development: A Conflict Model and Empirical Test,” Management Science, 28 (1), 73-85.
70.Robey, D. and D.L. Farrow (1989), “Group Process and Conflict in System Development: A Conflict Model and Empirical Test,” Management Science, 35 (10), 1172-1191.
71.Robey, D., Larry A. Smith and Leo R. Vijayasarathy (1993), “Perceptions of Conflict and Success in Information Systems Development Projects,” Journal of Management Information Systems, 10 (1), 123-139.
72.Saarinen, Timo (1996), “An Expanded Instrument for Evaluating Information System Success,” Information & Management, 31 (2), 103-118
73.Salaway, G. (1987), “An Organizational Learning Approach to Information Systems Development,” MIS Quarterly, 11 (2), 245-264.
74.Schmenner, Roger W. (1986), “How Can Service Businesses Survive and Prosper?,” Sloan Management Review, 27 (3), 21-32.
75.Shin, Hyunsik and Jinjoo Lee (1996), “A Process Model of Application Software Package Acquisition and Implementation,” Journal of Systems Software, 32 (1), 57-64.
76.Soh, Christina, Sia S. Kien and Joanne Tay-Yap (2000), “Cultural Fits and Misfits: Is ERP A Universal Solution,” Communications of the ACM, 43 (4), 47-51.
77.Sussman, Stephanie Watts and P. J. Guinan (1999), “Antidotes for High Complexity and Ambiguity in Software Development,” Information & Management, 36 (1), 23-35.
78.Tan, Margaret (1994), “Establishing Mutual Understanding in Systems Design: An Empirical Study,” Journal of Management Information Systems, 10 (4), 159-182.
79.Tan, Raykun R. (1996), “Success Criteria and Success Factors for External Technology Transfer Projects,” Project Management Journal, 45-56.
80.Tuner, J.R., L. Grude and L. Thurloway (1996), The Project Manager as a Change Agent. McGraw-Hill.
81.Welti, Norbert (1999), Successful SAP R/3 Implementation: Practical Management of ERP Project. Reading, MA: Addison-Wesley Publishing Company.
82.Weill, P. (1992), “The Relationship Between Investment in Information Technology and Firm Performance: A Study of the Value Manufacturing Sector,” Information System Research, 3 (4), 307-333.
83.Wilson, Aubrey (1972), The Marketing of Professional Services. London: McGraw-Hill.
84.Yap, C.S., C.P.P. Soh, and K.S. Raman (1992), “Information Systems Success Factors in Small Business,” Omega, 20 (5-6), 597-609.
85.Zmud, R.W. and J.F. Cox (1979), “The Implementation Process: A Change Approach,” MIS Quarterly, 3 (2), 35-43.