本研究主要針對系統開發生命週期的九個階段來探討系統開發人員與使用者之間的衝突各項要題，包括衝突的來源、平均衝突的強度、衝突的型態以及衝突的處理方式等。研究的進行主要是以多個個案的研究方式，對國內八家公民營企業進行深入訪談與調查，並且以問卷做為輔助工具。研究結果發現：在系統開發生命週期的九個階段中，衝突強度大小依次是成本利潤分析階段、系統建置階段、初步建議階段、系統分析階段、系統測試階段、系統設計階段、系統維護階段、稽核階段及程式測試階段。而在十七個衝突來源的分析中發現以溝通障礙、價值與認知的差異、使用者參與度、領導風格、專案權限清楚度等為主要衝突來源。本研究最後並比較各階段出現的衝突型式及管理者慣用的衝突處理方式，以提供管理者作為比較參考。

The purpose of this study is to investigate the conflict problems between end users and system developers during the nine stages in system development life cycle (SDLC).The conflict research issues include: source of conflict, tense of conflict, type of conflict and management of conflict. Eight enterprises in Taiwan are studied. The results indicate: among others, the cost-benefit analysis stage, system implementation stage, original proposal stage, system analysis stage have the most serious conflict problems between end users and system developers. Also, among 17 conflict variables, the communication problems, value and cognition difference degree, of user participation, leadership style, and clearance of project authorization are the most significant factors which may cause conflicts. At the last, some conflict management methods in different system development stages are also suggested.