Management information system department has long been considered as a supporting function in organization and develop the system which should fulfill users¡¦ need to support the business process. Although previous studies indicate users participate in project process can enhance the project outcome, the final ISD project failure rate is still high and extra costs and time occurs consequently. Based on internal service concept adopted from marketing filed, this study views MIS department is viewed as an internal service provider and end user is viewed as a customer in development stage. We attempt to understand the antecedents and consequence of user co-production in ISD project. Project outcomes are expected to be affected by user co-production, represented by open communication, shared problem solving, involvement in project governance, tolerance, accommodation, advocacy and personal dedication. Project outcome is evaluated by user satisfaction, system quality and project performance. Besides, this study adopted social capital theory and examined how co-production is affected by social capitals between users and developers. Paired data collected from both user representatives and developers through using survey approach was used to test proposed hypotheses. The results showed that user co-production has positively significant influence on project outcomes, and social capitals between user representatives and developers also have positively significant influence on user co-production. Discussion of the results and conclusions about this study were made. Finally, the study also provides some academic and practical implications

User participation has long been considered as one important factor which affects the development of information management systems performance. It is believed that the cooperation between users and developers contributes to higher satisfaction and acceptance. Service has become the main economic activities in the modern society and traditional good-dominant logic has been replaced by service - dominant logic. Based on this concept, information system development can also be considered a service in which the final value determined by the extent to which the project can meet the predefined goal and fit users¡¦ needs. To maximize the value created, users should be viewed as co-producer and play a more active role in the system development process. The main research purpose of this study is to understand how users can act as value co-production in different types of information system development project. We studied three different hospital information system projects: user-initiated internal project, IT department initiated the project, and outsourcing development project. We then explored how users can co-create value under different contexts. By using case study approach and based on service-dominant logic concept, we identified the importance of user co-production and clarify the role that users may play. The results of this study can contribute to system development project and serve as a reference for subsequent research.

The Service-Dominant Logic concept has replaced the traditional Product-Dominant Logic to be the mainstream of contemporary business activities. Based on this concept, value creation is viewed as a co-produced result instead of the responsibility of producer only. Through applying Service-Dominant Logic to information systems development and maintenance process, one can conclude that users should play a more active role as a co-producers. Past user participate studies largely focused on system development stage only and only little attention has been paid the maintenance process. Given the importance of maintenance in system life cycle, the main purpose of this study is to understand the factors that drive users to engage in value co-production. I adopted case study method and analyzed antecedents of co-production behavior performed by users. According to the found results, I suggest that familiarity toward system, source of demand for services, and system complexity are three potential factors that may lead to various co-production behaviors. The findings of this study can serve as critical reference for future studies. Practitioners can also be benefited by knowing how to enhance user co-production in the maintenance stage of system life cycle. Keywords: Service-Dominant Logic, System Maintenance, User Participation, Value Co-production, Case Study

The management information systems (MIS) department has played a role that supports information systems development, functionality and business operations in the organization. However, information system development (ISD) projects have a high failure rate because the users¡¦ needs cannot be met. Most of the previous literature indicated that users should be involved and participate in ISD projects to enhance project performance. Nevertheless, the failure rate of ISD projects is still high because of the complex relationship between users and developers. To deal with this problem, previous studies indicated that co-production behavior can facilitate project performance and success. They did not discuss the drivers that influence users to work as co-producers in ISD projects. Different from previous studies, and based on the MARS model concept adopted from the organizational behavior field, this study applies some drivers of co-production and implies that the information system is co-produced by users and developers. Via the MARS model, we attempt to explore the critical role of motivation, IT knowledge, role clarity, and organizational support in influencing user co-production behavior. We also expected that co-production behavior has an influence on system quality and user satisfaction from the perspective of service-dominant logic. Data collected from 178 users confirmed our hypothesis that co-production behavior is positively associated with user satisfaction and system quality, and extrinsic motivation has a positively significant influence on user satisfaction co-production behavior. Finally, the implications for academia and practitioners are also provided.

The adolescence, the stage between childhood and adulthood, is the transitional period for the youth to march toward maturity. The teenagers at this stage are facing some obvious changes of both physical and mental aspects. For example, their bodies begin to have apparent differences, and they start to be curious about their future. It¡¦s very important to teach the teenagers at this stage the correct concepts and offer them opportunities to learn to be adults. The quality of adolescent education is also an index of future development of a country. As we see today, our society suffers from problems like family structure incompletion, family violence, dropout, juvenile delinquency, sexual abuse and sex transaction, etc. These problems may harm our teenagers or lead them to commit crimes. Therefore, the society has the responsibility to offer a safe and warm place for teenagers who lost their parents or have been misled. It¡¦s a place for them to correct errors and make a fresh start. This research is a study on an organization named ¡§House of Grace¡X Angel House.¡¨ It¡¦s a place established by the local government and the nonprofit organization for dropout girls. Social Affairs Bureau of Kaohsiung City Government work with Department of Education of Kaohsiung County Government to set up a cooperative halfway home for the dropouts and provides the place and budget for living. The thesis applied qualitative research method including document analysis and in-depth interviews to study the strategic alliance between the local government and the nonprofit organization. The thesis analyzed the goal, period, content, model, and contract of the alliance. It also reveals the effort they made and showed strong concern for adolescent delinquency problems. Besides, the thesis brought up the pros and cons of the alliance as a reference for both parties to set up new contracts for future cooperation. The result showed that becoming strategic alliance and building partner relationship with local government are the key factors for nonprofit organizations¡¦ survival and development. Angel House heavily depends on government. Government provides subsidies for its facilities and also offers professional consultancies. On the other hand, the government also needs the support from the NGO to work together for social welfare. The thesis suggested that nonprofit organizations should try to reverse the stereotype as a disadvantaged group which the society perceived. They must adopt marketing activities and connect with the citizens. In addition to the governments, they should cooperate with enterprises and seek more resources. By their passion for work and life, the nonprofit organizations will bring more love and care to society.

The marine aquarium trade has played an important role in shaping the ecological state of coral reefs in Indonesia and much of the Asia-Pacific. The use of cyanide by ornamental fishers in Buleleng District, Bali, in the 1980s and 1990s has resulted in a precipitous decline in the ecological health of reefs. Cyanide-free harvesting techniques were introduced after 2000, along with reef restoration measures. This thesis examines social and ecological processes in the fishing village of Les, Bali, in ending the use of cyanide and the resulting ecological restoration. An emphasis on conservation-development (with livelihood objectives) was important in securing interest and cooperation across stakeholder groups. Adaptive approaches to governance and knowledge co-production were also important. The strategy used at Les is now being exported to other communities across Indonesia, and provides a promising example of a marine resources-based conservation-development initiative that may be implemented at other, similar communities.

Service providers have long recognized that their customers play a vital role in the service delivery process since they are not only recipients but also producers, or co-producers, of the service delivered. Moreover, in the particular context of self-service technology (SST) offerings, it is widely recognized that customers’ knowledge, skills and abilities in co-producing the service are key determinants of the services’ adoption and usage. However, despite the importance of customers’ capabilities, prior research has not yet paid much attention to the mechanisms by which service providers can influence them and, in turn, how the providers’ efforts affect customers’ use of the service. This dissertation addresses research questions associated with the role of a provider’s technology support and education in influencing customer use of an SST, namely public cloud computing infrastructure services. The unique datasets used to answer these research questions were collected from one of the major global providers in the cloud infrastructure services industry. This research context offers an excellent opportunity to study the role of technology support since, when adapting the standardized and commoditized components of the cloud service to their individual needs, customers may face important co-production costs that can be mitigated by the provider’s assistance. Specifically, customers must configure their computing servers and deploy their software applications on their own, relying on their own capabilities. Moreover, the cloud’s offering of on-demand computing servers through a fully pay-per-use model allows us to directly observe variation in the actual use customers make of the service. The first study of this dissertation examines how varying levels of technology support, which differ in the level of participation and assistance of the provider in customers’ service co-production process, influence the use that customers make of the service. The study matches and compares 20,179 firms that used the service between March 2009 and August 2012, and who over time accessed one of the two levels of support available: full and basic. Using fixed effects panel data models and a difference-in-difference identification strategy, we find that customers who have access to full support or accessed it in the past use (i.e., consume) more of the service than customers who have only accessed basic support. Moreover, the provider’s involvement in the co-production process is complementary with firm size in the sense that larger firms use more of the service than smaller ones if they upgrade from basic to full support. Finally, the provider’s co-participation through full support also has a positive influence on the effectiveness with which buyers make use of the service. Firms that access full support are more likely to deploy computing architectures that leverage on the cloud’s advanced features. The second study examines the value of early proactive education, which is defined as any provider-initiated effort to increase its customers’ service co-production related knowledge and skills immediately after service adoption. The study analyzes the outcome of a field experiment executed by the provider between October and November 2011, during which 366 randomly-selected customers out of 2,673 customers that adopted during the field experiment period received early proactive education treatment. The treatment consisted in a short phone call followed up by a support ticket through which the provider offered initial guidance on how to use the basic features of the service. We use survival analysis (i.e., hazard models) to compare the treatment’s effect on customer retention, and find that it reduces by half the number of customers who leave the service offering during the first week. We also use count data models to examine the treatment’s effect on customers’ demand for technology support, and find that the treated customers ask about 19.55% fewer questions during the first week of their lifetimes than the controls.

The marine aquarium trade has played an important role in shaping the ecological state of coral reefs in Indonesia and much of the Asia-Pacific. The use of cyanide by ornamental fishers in Buleleng District, Bali, in the 1980s and 1990s has resulted in a precipitous decline in the ecological health of reefs. Cyanide-free harvesting techniques were introduced after 2000, along with reef restoration measures. This thesis examines social and ecological processes in the fishing village of Les, Bali, in ending the use of cyanide and the resulting ecological restoration. An emphasis on conservation-development (with livelihood objectives) was important in securing interest and cooperation across stakeholder groups. Adaptive approaches to governance and knowledge co-production were also important. The strategy used at Les is now being exported to other communities across Indonesia, and provides a promising example of a marine resources-based conservation-development initiative that may be implemented at other, similar communities.

This paper deals with a unique form of collaboration in Sweden between a public institution and civil society in the form of Södertörn's firefighting union and civil volunteers. This is a unique collaboration form in Sweden and is active in Hovsjö, a neighborhood in Södertälje. Collaboration as a term is generally seen as a positively charged concept that is widely used, but what does it mean in this context? To make a scientific deep dive in the collaborative form, a distinction is made between the theoretical terms of co-creation and co-production. These terms functions as two separate ideal forms of collaboration with different characteristics which make out the analytical lens of the paper to understand and classify the collaboration form. Co-creation refers to a collaboration form in which the end user has a role in the collaborative form which involves active involvement in the stages of production, that is the design of the concept itself. Co-creation as a concept and its use is reserved for collaborative forms where the end user is involved as co-initiator or designer. Co-production on the other hand refers to a collaboration form in which the end user has a clearer role as service provider and another actor sets the agenda. Interviews were conducted with representatives from Södertörn's firefighting union and a civil volunteer. The overall assessment of the collaborative form is that it can be categorized as coproduction, due to the relation between the actors involved in the collaboration form. Södertörn's firefighting union, who is the initiator, is leading and controlling the collaboration form. There is no common value creation in the design of the collaborative form, instead the value occurs in the execution phase, in terms of the rescue service who owns the agenda. The collaboration form is there for classified as co-production. Despite the dominant position of co-production, the analysis of the form of collaboration and its actors has not revealed any tensions between the two. All actors' views on the form of collaboration as well as the other actor are of a positive nature.

Este trabalho tem por objetivo principal investigar o papel da co-produção como antecedente do controle percebido e a influência deste na satisfação. Informação e escolha de reembolso também são investigadas como potenciais antecedentes do controle percebido, uma vez que co-produção, informação e escolha são consideradas, respectivamente, formas de controle comportamental, cognitivo e de decisão. O controle comportamental refere-se a uma influência direta do indivíduo no ambiente. O controle cognitivo refere-se à interpretação de um indivíduo sobre um evento e tem o ganho de informação como um subtipo de controle. O controle de decisão representa a oportunidade de escolher entre diferentes tipos de ação. Esses três tipos de controle são considerados capazes de aumentar a percepção de controle dos consumidores. Acredita-se que o aumento de controle percebido, por sua vez, é capaz de elevar os níveis de satisfação dos consumidores. Sugere-se ainda que a auto-eficácia e o desejo por controle poderiam influenciar a relação entre controle percebido e satisfação, implicando em maiores níveis de satisfação quando consumidores apresentam maiores níveis de auto-eficácia e de desejo por controle. Dois estudos experimentais de desenho fatorial e intersujeitos foram conduzidos para testar as hipóteses formuladas no capítulo de fundamentação teórica. O primeiro estudo contou com a participação de 97 estudantes de uma universidade brasileira, manipulando co-produção e informação na oferta de uma viagem de férias, enquanto que o segundo contou com 90 estudantes de uma universidade francesa, manipulando co-produção e escolha de reembolso na oferta de uma escrivaninha. A análise dos resultados mostra que co-produção, informação e escolha de reembolso influenciam positivamente a percepção de controle e que esta, por sua vez, afeta de maneira positiva a satisfação. Os estudos não apresentaram suporte para as hipóteses envolvendo moderação da auto-eficácia e do desejo por controle na relação entre controle percebido e satisfação. Esses resultados possuem implicações gerenciais e acadêmicas que são discutidas no capítulo de considerações finais, abrindo espaço para futuras pesquisas sobre o tema. / The main purpose of this research is to investigate the role of co-production as an antecedent of perceived control and the latter’s influence on satisfaction. Information and refund choice are also investigated as potential antecedents of perceived control since coproduction, information, and choice are considered as behavioral, cognitive and decisional control, respectively. Behavioral control refers to an individual’s response which may directly influence the environment. Cognitive control refers to an individual’s interpretation of an event and it presents information gain as a control subtype. Decisional control represents the opportunity to choose among different courses of action. It is considered that these three types of control may enhance consumers’ perception of control. The increase in perceived control, in turn, is capable of raising consumers’ satisfaction levels. Moreover, self-efficacy and desire for control could influence the relationship between perceived control and satisfaction, such that higher levels of satisfaction when consumers exhibit higher levels of self-efficacy and desire of control. Two experimental studies with factorial between subject design were conducted in order to test the hypotheses formulated in the theoretical background chapter. The first study had the participation of 97 students from a Brazilian university, manipulating co-production and information on a vacation travel’s offer, while the second study had the participation of 90 students from a French university, manipulating co-production and refund choice in the offer of a writing desk. Results show that co-production, information, and refund choice positively affect the perception of control, which, in turn, positively affects satisfaction. The studies do not support the hypotheses related to the moderation roles of selfefficacy and desire for control on perceived control and satisfaction relationship. In the last chapter, we discuss managerial and academic implications, making room for future research on the theme.