數位轉型和資訊通訊技術在職場中逐漸不可或缺。先前的研究主要關注使用資訊通訊技術的負面影響—即科技壓力及其相關的負面結果。然而，資訊通訊技術使用帶來的正面結果尚未被廣泛討論。與此同時，儘管台灣企業在新冠疫情爆發後加速了數位轉型，但文獻顯示對於台灣員工如何對待與使用資訊通訊技術設備上的研究仍然有限。因此本研究旨在(1)運用壓力互動理論探討台灣員工在工作中使用資訊通訊技術設備所產生的正面和負面感受，以及(2)通過質性方法研究台灣商業環境對員工日常使用資訊通訊技術的影響。本研究採用主題分析和半結構式訪談，共有十位來自不同行業的參與者，旨在識別新冠疫情前後使用資訊通訊技術設備的經驗。研究結果揭示四個主題：使用數位工具的正面與負面經驗、對於使用數位工具的期望，以及新冠疫情爆發前後的工作經驗。研究還發現個性和組織因素在主觀評估中顯著影響了資訊通訊技術上的使用，員工有更大機率視其工具為挑戰而非威脅。而個人的數位能力與技能在自次級評估中起到一定的作用，因此建議外來的研究者應該探討電子化領導對於在職場上使用數位工具的影響。

Digital transformation (DT) and the use of information and communication technology (ICT) are essential in the workplace. Previous study focused on the negative perspective of ICT usage, that is, technostress and its related negative outcomes. However, positive outcomes from ICT usage have not been widely discussed. Meanwhile, there is limited research on how Taiwanese employees perceive and react to ICT use, despite Taiwanese companies have accelerated digitization after the outbreak of COVID. Therefore, this research aims to (1) Explore both positive and negative feelings of Taiwanese employees using ICTs for work through transaction theory of stress and (2) Investigate the impact of the Taiwanese business environment on employees’ daily use of ICT through qualitative methods. Thematic analysis with semi-structured interviews were conducted with ten participants from different industries in Taiwan were conducted to identify the experiences using ICTs before and after COVID pandemic. The findings revealed four themes: the positive and negative experiences of using of digital tools, added expectations towards using digital tools and the working experiences before and after the COVID outbreak. It has been discovered that the personality and organizational factors significantly influence the perception of how the use of digital tools can be a challenge rather than a threat on primary appraisal. While individual digital skills plays a role in determining the overall outcomes on secondary appraisals, e-leadership is suggested for future research in exploring how it can influences employees use of digital tools in the workplace.

Thesis validation letter ……………………………………………………………..i
Abstract (Chinese) …………………………………………………………………ii
Abstract (English) ………………………………………………………………….iii
Table of contents …………………………………………………………………..iv
Table of figures …………………………………………………………………….vii
Table of tables ……………………………………………………………………..viii
1. Introduction …………………………………………………………………….1
2. Literature review ………………………………………………………………..2
2.1. Digital transformation ………………………………………………………3
2.1.1. Definitions ……………………………………………………………..3
2.1.2. Current DT research and employee feelings ……………………..……..4
2.1.3. Stages of digital transformation …………………………………………5
2.2. Information and Communication Technology (ICT) ………………………..6
2.2.1. Definition of ICT ………………………………………………………..7
2.2.2. ICT drawbacks and its current research …………………………………8
2.2.3. ICT and its relation to DT ……………………………………………….8
2.3. Technostress ………………………………………………………………..9
2.3.1. Overview of technostress ………………………………………………9
2.3.2. Components of technostress ……………………………………………9
2.3.3. Research gap in technostress ………………………………………….11
2.4. Transaction theory of stress ………………………………………………..12
2.4.1. Reason to adopt TTS under DT context ……………………………….12
2.4.2. Definition of TTS ………………………………………………………13
2.4.3. Research gaps of TTS and its relation to DT …………………………..14
2.5. TS in Taiwan and its business culture ………………………………………14
2.5.1. TS study in Taiwan …………………………………………………….14
2.5.2. Business culture ………………………………………………………..15
2.6. Summary & research questions …………………………………………….17
3. Methodology …………………………………………………………………..19
3.1. Introduction ………………………………………………………………..19
3.2. Research rationale of the methodology ……………………………………19
3.3. Research design ……………………………………………………………20
3.3.1. Choice of method …………………………………………………….20
3.3.2. Sampling strategy …………………………………………………….20
3.3.3. Sampling criteria ……………………………………………………..21
3.3.4. Designing and structuring interview …………………………………21
3.3.5. Pilot interview ………………………………………………………..22
3.4. Research ethics …………………………………………………………….24
3.5. Reliability and validity …………………………………………………….25
3.6. Data analysis ……………………………………………………………….26
4. Participants ………………………………………………………………..…..30
4.1. Participant characteristics ……………………………………………..……30
4.2. Participant details and impressions …………………………………………32
4.3. Summary of the participants ………………………………………….…….41
4.3.1. Communication purpose ……………………………………..……….40
4.3.2. Digital skills ………………………………………………….….……41
5. Findings: summary of main themes and sub-themes …………………………42
5.1. Theme one: the positive experiences of using digital tools ………………..42
5.2. Theme two: the negative experiences of using digital tools ………………..44
5.3. Theme three: the added expectations of using digital tools …………….….48
5.4. Theme four: the working experiences before and after COVID ……………49
6. Discussion ……………………………………………………………………..52
6.1. Research question one ………………………………………………………52
6.1.1. RQ1a. ………………………………………………………………….52
6.1.2. RQ1b. ……………………………………….…….…………………..56
6.2. Research question two ………………………………………………………57
6.3. Research question three …………………………………………………….62
6.3.1. RQ3a. …………………………………………………………………..62
6.3.2. RQ3b. …………………………………………………………………..64
7. Conclusion …………………………………………………………………….67
7.1. Practical implications ……………………………………………………….68
7.2. Limitation and Future suggestions ……………………………………….…68
Reference …………………………………………………………………………….70
Appendix 1 - Interview transcript translated example ………………………………76
Appendix 2 – Inform Consent form (Chinese) ……………………………………..100
Appendix 3 – interview questions ………………………………………………….102


Table of figures
Figure 2-1……………………………….…………………….…………………..14
Figure 2-2 ………………………………………………..……………………….16


Table of tables
Table 3-1 …………………………………………………………………………..28
Table 4-1 …………………………………………………………………………..31
Table 4-2 …………………………………………………………………………..37
Table 4-3 …………………………………………………………………………..39
Table 5-1 …………………………………………………………………………..44
Table 5-2 …………………………………………………………………………..48
Table 5-3 …………………………………………………………………………..50
Table 5-4 …………………………………………………………………………..51
Table 5-5 …………………………………………………………………………..52

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