A study of the effect of Customer Characteristics, Organizational Climate and Conflict Management on Project Performance

• Main Authors: Tseng Li Hsuan, 曾莉璇
• Other Authors: 傅振瑞
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/52292598506420160515

碩士 === 國立高雄應用科技大學 === 資訊管理系碩士在職專班 === 96 === How to improve project performance within a limited budget and time has always been a popular topic. Among all the factors, people-customers and project team - are the most influential factors. This study aims to investigate factors influencing project performance through the viewpoint of the “project manager” to discuss how customers of different characteristics, the organizational climate and the conflict management ability of the project manager influence project performance. There is no set rule for the formation of organizational climate; instead, it takes the effort of the whole project team to develop. Project managers can shorten the distance among the team members through leadership style and create a harmonious working environment to enhance work efficiency and improve work performance. Customers of different characteristics have various requirements on the system; what type of characteristic would influence the performance and benefit the project is the focus of this study. Additionally, frequent communication is required throughout the project that also raises the chance for conflicts. This study also investigates the influence of emotion management of the project manager in the time of conflicts. This empirical study takes project managers as subjects and adopts the survey research method. A total of 100 questionnaires were distributed. Among them, 63 copies are valid and 37 are invalid and void. For data analysis, this study adopts PLS path analysis to conduct model verification. The results of model and path coefficient test show that customer characteristic, organizational climate and conflict management have significant effect on project performance. The findings of this study include: 1. The most important factor influencing project performance is "organizational climate", followed by "conflict management" and "customer characteristic". 2. Among the "organizational climate" factors influencing project performance, "leadership style" is the most significant factor. 3. Among the "emotion management" factors of project managers influencing project performance, the "application of emotions" is the most important factor. In the application of actual work, project managers are recommended to increase mutual understanding before the project begins. Establishing a good organizational climate reduces conflicts and lessens the influence of customer characteristics on project execution in order to enhance information project performance. Keywords: Customer characteristics, organizational climate, conflict management, project performance