電子化作業為我政府作業營運揭開新的序幕，身為政府知識基礎之檔案管理，其多項電子化作業亦已步上軌道。而隨著典藏量不斷擴充與資訊技術快速的更迭，檔案的長期可讀取性成為電子檔案管理的瓶頸。因此，現代化電子檔案管理主要願景，即為善用資訊技術，建立穩定且具可擴充性之基礎架構，發展合乎時代需求之運作模式(Business Model)，以促進檔案長久保存，增進檔案處理效能，確保知識永續利用。 由國內外經驗發現，資訊平台間流程與資訊元件間之互通性即為架構互通性之關鍵點。因此本研究採用Zachman Framework為框架，分析資訊元件、流程與地點等檔案協同作業系統之關聯元件，以符合上述需求；於流程部分，本研究綜合美國與澳洲等電子檔案管理工作發展與知識管理之現行模型，提出「以知識為本之電子檔案管理作業流程螺旋」，以提升典藏文件之知識辨識、擷取與利用效率。 於架構部分，本研究則基於美國NARA提出之重要儲存技術架構-「以知識為本之網格(Knowledge-based GRIDs)（簡稱知識網格）」，綜合參考聯合國UN/CEFACT提出之「ebXML協同作業框架」，據以建立「以知識為本的協同文件管理技術框架與作業模型：KPC框架」，以期於分散式文件管理的基礎上，實現檔案管理系統間之作業互通性。後續並針對我政府電子檔案管理作業進行框架分析，以為系統建構之參考建議。 / Based on its e-Government project, ROC government is stepping in a new stage of routine services. Record management that serves as the basis of government knowledge management, are transferring into digital manner to enhance the efficiency and the convenience of the related services. Regarding the explosive increase of record volume and emerging of information technology, the Long-Term Accessibility of preserved material become a crucial issue on e-record management. Aiming at keeping and managing files through long period, as well as to facilitating record with knowledge inside, a stable, scalable infrastructure and the underlying business model for manipulating information becomes the very important task for knowledge management within e-government field. It is found interoperability between processes and between information is the key point of such interoperable information architecture. Therefore, this research applies Zachman Framework as an approach to investigate the required information, processes, and locations and further the IT architect for such a system as described above. Integrating existing models on Knowledge Management and related Record Management works done in USA (so-called Knowledge-based Grids by NARA) and Australia, this research carries out the "Knowledge-based Record Management Spiral" to enhance the recognition, acquirement, and utilization of archive knowledge. Based on the aforementioned architect, this thesis combines the experiences from "Knowledge-based GRIDs" of SDSC and "ebXML Collaboration Framework" by UN/CEFACT, and then coins a blueprint for the "Knowledge-based Preservation and Collaboration Framework"(KPC Framework), The KPC Framework can be applied by archivists or archival designers to model the collaboration activities in digital archive domain. Last but not the least, this framework is employed to build a trial model for Taiwan’s governmental e-record management and a validation on the feasibility of this model is also done by means of informal test.

根據Koster、De Lissnyder、Derakshan及De Raedt（2011）的注意力轉移困難假說，憂鬱者因注意力控制能力受損，而難以從負向訊息中轉移注意力，進而引發反芻，並再度強化憂鬱症狀。雖然反芻可再細分為深思反省與苦惱自責式反芻，但Koster等人未探究注意力轉移困難對苦惱自責式反芻的影響。此外，過往注意力訓練研究作業眾多且效果不一，又偏重改善個體注意力投入以減緩憂鬱。然而，卻鮮少探討注意力訓練對注意力轉移困難的介入，能否改善個體的苦惱自責式反芻程度。因此，本研究將同時探討注意力訓練能否改變高苦惱自責式反芻者對負向訊息的注意力偏誤（含注意力投入與轉移困難），進而降低苦惱自責式反芻程度。本研究以點偵測作業為注意力訓練作業，將高、低苦惱自責式反芻者隨機分派至注意力訓練組或注意力訓練控制組，接受為期兩週、共四次的注意力訓練，並於前、後測階段注意力測量作業中，檢驗對負向訊息的注意力偏誤與三階段中苦惱自責式反芻程度。本研究結果發現高苦惱自責式反芻者對負向訊息無明顯注意力偏誤，注意力訓練作業對高苦惱自責式反芻者的注意力歷程未有明顯影響，乃至苦惱自責式反芻程度的時序變化與接受注意力訓練與否無明顯關聯。本研究結果不支持原先假設、注意力困難假說及過去研究結果。然而，過往學者多強調個體高度負向認知與憂鬱情緒對注意力偏誤的影響，故本研究事後同時納入憂鬱與苦惱自責式反芻程度，欲探討憂鬱苦惱自責式反芻者對負向訊息有無注意力偏誤，乃至注意力訓練對憂鬱苦惱自責式反芻者注意力偏誤的訓練效果。本研究結果僅發現在修正版Posner作業中，憂鬱苦惱自責式反芻者更容易將注意力從負向訊息中轉移開來；在點偵測作業中，未有組間效果；在注意力訓練中，未有訓練效果。最後，本研究將於討論中，探討研究結果的可能原因，並提出本研究限制與未來研究上的建議。 / According to the impaired disengagement hypothesis (Koster, De Lissnyder, Derakshan, & De Raedt, 2011), the dysphoric that are difficult to disengage from negative stimuli due to low attentional control tend to ruminate, and then even worsen their depressive symptoms. Actually, rumination can be differentiated into two components: reflective pondering and brooding, but the core tenet of impaired disengagement hypothesis only puts the emphasis on rumination rather than brooding. Besides, there are many studies investigating the attention-training effects on depressive symptoms rather than rumination. To date, no studies even have investigated the training effects on impaired disengagement and brooding. Therefore, we aimed to examine the effects of attention training on attention bias toward negative stimuli, impaired disengagement from negative stimuli and brooding level in brooders. We investigated the training effect in brooding and non-psychiatric control participants via dot-probe task. During a two-week period, all of the participants were randomly assigned to complete 4 sessions of either attention training or no training. Also, participants completed two attentional tasks examined attention bias at baseline and post-training, and self-reported questionnaires of brooding and depressive symptoms at baseline, post-training, and follow-up. Overall, results indicate that brooders didn’t show attention bias to negative stimuli. Also, no beneficial effects of attention training on attention bias and brooding level were found in brooders. The previous hypothesis, impaired disengagement hypothesis and studies in the past were not supported. However, many cognitive models of depression have postulated that individuals with high levels of negative cognition and depressive affect tend to maintain their attention toward negative information. Therefore, we took levels of depression and brooding into account, and aimed to examine the effects of attention training on both attention bias toward negative stimuli and impaired disengagement from negative stimuli in depressive brooders. Results indicate that depressive brooders tend to disengage from negative stimuli in modified Posner task. No other findings in dot-probe task and attention-training task. Implications of these findings in depressive brooders are discussed and directions for future research are advanced.

本研究的主要目的有二：其一，驗證經過修改後的「句詞關聯作業」此一實驗派典，是否可以成為一套能有效區辨高、低社交焦慮者解釋性認知偏誤的測量工具。其二，驗證以「句詞關聯作業」作為解釋性認知偏誤修正工具時，是否能夠有效且持續地改善高社交焦慮者不適應的解釋性偏誤情形與社交焦慮症狀。為達到上述兩個研究目的，分為研究一與研究二進行。研究一選取86名高社交焦慮與59名低社交焦慮之非臨床大學校內學生，施予社交焦慮與情緒相關量表、句詞關聯作業以及解釋性偏誤相關問卷。研究一的結果顯示，相較於低社交焦慮者，高社交焦慮者同時具有較高程度的威脅解釋偏誤，以及較低程度的非威脅解釋偏誤。當執行組內比較時，則進一步發現並非高社交焦慮者具備某種解釋性的偏誤，反而是低社交焦慮者的解釋傾向展現出某些特殊性。此外，藉由相關分析，發現解釋性偏誤的在線與離線歷程、威脅與非威脅解釋偏誤之間具有緊密關聯，而句詞關聯作業與其他相關的測量工具彼此具備聚斂性。研究二邀請研究一之80名高社交焦慮者繼續參與實驗，隨機分派為改善訓練組與中性訓練組。受試者根據所屬組別接受相對應的訓練程序，為期四週共八次。訓練結束後再度施予社交焦慮與情緒相關量表、句詞關聯作業以及解釋性偏誤相關問卷，並於一個月後進行追蹤評估。研究二的結果顯示，改善訓練程序的確可有效地降低高社交焦慮者的威脅解釋偏誤，並且提升其非威脅解釋偏誤。細究此療效之所以發生的機制，主要在於促使高社交焦慮者形成與低社交焦慮者相似的解釋偏誤特性。然而，在降低社交焦慮症狀上，本研究並未看見明顯效果，內文將對此非預期結果進行討論。總體而言，針對社交焦慮者的解釋性偏誤情形，「句詞關聯作業」的確具備成為輔助性評估與介入工具之潛力。 / The purpose of the present study was twofold. First, it aimed to examine if the modified paradigm, sentence word association paradigm (SWAP), can differentiate interpretation between high and low social anxious individuals. Second, it tried to investigate the effects of interpretational training, using the training version of SWAP as cognitive bias modification program, in modifying interpretative bias and in reducing social anxiety symptoms in high social anxious individuals. In study 1, a total of 86 high social anxious and 59 low social anxious participants completed seven questionnaires and SWAP. The results showed that high social anxious individuals had greater threat interpretative bias and smaller benign interpretative bias compared to low social anxious individuals. Further, it was important to note that when comparing within group, actually not high but low social anxious individuals showed some special interpretation patterns. In addition, the statistics revealed significant correlations between on-line and off-line data, threat and benign interpretative bias. The current study also had found the consistency between SWAP and questionnaires measurements. In study 2, eighty high social anxious participants from study 1 were assigned randomly into modification training and neutral control group. All participants completed eight interpretaional training sessions delivered over four weeks (twice a week). Participants were also required to complete postassessments and follow-up assessments. The results indicated that the modification training program successfully increased the benign interpretative bias and decreased the threat interpretative bias, compared to the neutral control condition. When exploring the training mechanism, the current study discovered that modification training program helped high social anxious individuals gain the same interpretation patterns as low social anxious individuals had. However, the modification training program didn’t reduce social anxiety symptoms in high social anxious individuals. This unexpected finding were discussed. In conclusion, SWAP may have clinical utility when applied as assessment and intervention.

本論文之研究動機乃基於個人在醫藥相關領域多年的工作經驗，了解台灣製藥業現正處於內需小、廠商多、競爭愈來愈激烈且相互分食之市場環境，加上在現行醫療健保體制及政府相關政策(如cGMP制度)的影響下，尚需面對台灣未來加入WTO可能之衝擊，台灣製藥廠商如何依公司資源優勢尋求聯盟，以提升競爭力，使得企業能夠永續經營，是本研究之動機所在。基於上述之研究動機，本研究以台灣製藥業者為對象，探討下列的問題：(1)聯盟動機與聯盟型態之關係；(2)組織特性與聯盟型態、聯盟管理之關係；(3)聯盟型態與聯盟管理、聯盟績效之關係；(4)聯盟管理與聯盟績效之關係。本研究欲達成之目的有：(1)解析出台灣製藥業所採行之策略聯盟方式，及其如何經由不同之聯盟，以提升企業競爭力；(2)藉由本研究之發現，提供產業內的其他業者於日後進行策略聯盟時之參考。 本論文之研究架構，係由個人之實務經驗，加上參考相關之文獻推導而成，並依架構中各變數之關係設計出問卷，以問卷與訪談併用之方式，鎖定台灣製藥業四家知名企業為訪談對象，推展出四大類命題：聯盟動機、組織特性、聯盟型態及聯盟管理。 經由第五章之個案分析發現，台灣製藥廠商之聯盟方式主要以研究發展聯盟、生產聯盟及共同行銷聯盟為主；在策略聯盟中以降低風險及資源互補為主要動機；另在分析過程中亦發現，學理所稱聯盟管理為影響聯盟績效之重要因素，此點對台灣製藥業而言亦得出相同結果。研究中同時發現，台灣製藥廠商雖已逐漸重視國際化課題，然國際化發展策略及整體規畫仍嫌不足。 在研究過程中，已儘量追求結構之完整，逐步撰寫、推導對台灣製藥業現行策略聯盟之分析，惟仍不免有許多主客觀因素，形成本研究之限制。在後續研究上，建議後續研究者可針對本土規模相當之大型製藥公司間如何進行合作、研擬製藥業相互專業分工或轉型之道、或分析國際化的最佳步驟與途徑等，為台灣製藥業找出值得發展的新契機。

和顧客保持長期關係，對於企業經營是有利的，然而，由於資訊科技的進步與物流效率的提升，顧客越來越來越聰明，要尋找並取得替代產品與服務也越來越容易。在這樣的環境前提下，如何使顧客願意與企業維持長期關係而不轉向競爭者，是企業的一大挑戰。在文獻探討中本文發現，其關鍵是在於要能夠持續與顧客互動並了解顧客，並且將這些了解應用於產品設計、流程設計與組織設計。對於顧客的了解，本文定義其為顧客知識，就成為了顧客關係的基石。不過，由於與顧客的接觸點越多，了解顧客的管道就越多，其整合上有一定的難度，而資訊科技與傳統行銷方法都能夠產生對於顧客的了解，再加上產生並應用對於顧客的了解，以塑造顧客在消費與使用產品與服務時能得到高度的滿意，已經企業所有部門的責任，這樣跨部門的作業也不是一件簡單的事，這些議題都是企業在顧客知識管理上所需面對的。 在過往的文獻中所談的顧客知識管理，很多都混淆顧客資訊與知識，較無探討企業如何加工與顧客互動所得到的資訊，因此無法清楚了解企業在顧客知識管理上所作的貢獻為何。本文就以流程觀點，並以目前市場需求飽和且競爭激烈的人壽保險產業中的一家企業：保誠人壽為例，探討企業內的顧客知識流程，並且探討主要的影響因素，以了解企業在顧客知識管理上所作的努力。 而在本文個案的探訪後，本文還嘗試以服務業作業系統的角度，提出一種顧客知識的新分類：前台作業所需的顧客知識、後台作業所需的顧客知識，並且根據個案中保誠人壽的實際做法，修正文獻探討所提出的顧客知識管理架構，並且提出三種顧客知識管理的類型以及提出其管理重點，以作為實務界與後人研究的參考。 / It is beneficial for an enterprise to keep long-term relationship with its customers. However, owing to advances of information technology and the improvement of logistics efficiency, it is not difficult to search and acquire better products and services to substitute for what they are using now. Under these circumstances, it is a challenge for enterprises to retain their customers. How to do this? The answer in literatures is: to gain more customer insights (defined as customer knowledge in this study) through interactions with customers and apply them in product design, process design and organizational structure design. Therefore customer knowledge is the basics of long-term relationships with customers. But still, there are issues. First, an enterprise may have many contact points with its customers. Then, there are traditional ways versus information technology ways to generate customer knowledge. Finally, an enterprise has to think how to address appropriate customer knowledge to right departments and use them to enhance the total experience when interacting with customers. These are all issues an enterprise has to face with when trying to do “Customer Knowledge Management” (CKM). Most of past studies on CKM did not tell the difference between information and knowledge, thus can not clearly define what contributions an enterprise makes when implementing CKM. This study attempts to investigate practices of CKM in an enterprise in life insurance industry, in which the demand is saturated and the competition is fierce, from a process perspective to manifest how customer knowledge is generated and applied, and what main factors are to affect CKM in an enterprise. After investigation of the case, this study proposes a new framework, from the operation system in service industry, to classify customer knowledge into two categories: customer knowledge needed for front-office operations, and customer knowledge needed for back-office operations. In addition, according to practices in this case, this study will revise the CKM process framework proposed right after the literature review, and will raise keys to successful CKM in CKM processes, for the reference for following studies.