逆物流系統中，企業須與夥伴協同合作，以降低不確定性和風險，進而提高績效。影響逆物流協同合作績效的因素，包含質化的資訊分享與協同合作因素和量化的成本、利潤因素。本研究以資料包絡分析法(Data Envelopment Analysis ,DEA)，針對12家有逆物流活動之製造商，評估逆物流發展現況，給予未來資源分配建議。 本研究中，質化指標先經由層級分析法(Analytic Hierarchy Process , AHP)做前置處理，再與量化指標進行DEA分析，選用DEA模式為CCR及BCC模式，分析各別協同合作績效之相對效率，並透過差額變數分析與敏感度分析探討不同投入和產出的變數組合，對效率的變化，進而瞭解各個變數對於績效之影響。 再針對企業目前之逆物流協同合作現況，提供資源分配之建議，使企業資源能更有效利用。

協同合作(collaboration)是一個以知識為基礎的互動及建構過程，從1990年中葉起在供應鏈中就被廣泛運用在各項議題中。協同供應鏈成員間的關係主要建立在專案上，彼此間可能沒有合作過的經驗，未來也可能沒有再次合作的機會；事實上，選擇值得信任的合作夥伴是協同供應鏈邁向成功的重要步驟。本研究發展了一個選取信任合作夥伴的模式，在於企業發現新的商業機會時，能選擇一個以往沒有合作經驗但具有高度初始信任(initial trust)的候選人。該模式主要採用聲譽系統(reputation system)和推薦網絡(referral networks)來選取最具有良好聲譽的候選人。我們的模式首先是利用推薦網絡蒐尋到與候選人合作過的第三者來取得候選人的主觀及客觀評選資料，接著利用蒐集到的資料計算出初始信任分數最高的候選人作為協同合作夥伴。在實驗中証實本研究確實可以協助企業選取到具有良好特質的候選人，同時本研究也找出了影響實驗結果的關鍵因素及其值。 / Collaboration is an interactive, constructive and knowledge-based process that has been widely discussed since the mid 1990s. Relationships among participants in the collaborative supply chain are based on projects; with participants have neither histories of interaction, nor any plan for future cooperation. However, selecting a right partner is a critical starting point for successful collaboration in supply chain management. This study develops a Reputation-Based Partner Selection Model (RBPS model) for selecting unknown collaborative partners to explore a new business opportunity, ensure that the partners have high levels of initial trust. The proposed model utilizes the referral networks and reputation system to identify the objective and subjective testimonies of partner candidates from third parties who had previously collaborated with the candidates. These information elements are aggregated into an initial-trust score, and the candidate with the highest score is selected to be a collaborative partner. The experiments were designed to test the model that can help the requestor enterprise to select a partner with the highest initial trust among multiple candidates. The results showed that the candidate, with fine temperament in three trust types (as competence, goodwill and predictability), was selected far more often than other competitors after multiple tests of computer simulations. Additionally, the critical factors and values that most affect the results of RBPS model to select the most reputable candidates were identified.

中小企業一向是經濟成長的主力，然而受限其資源的短缺，往往無法提供顧客更好的商品或服務。雖然文獻指出中小企業可以透過資訊科技與夥伴和顧客合作來克服它先天的弱勢並提供更好的服務，但仍有許多模糊未解的問題。例如，哪一種中小企業較願意導入以資訊科技為基礎的協同合作模式(IT-enabled Collaboration)？而這樣的合作模式是否能真正的提升他們的績效表現呢？本研究以資源基礎理論和服務導向邏輯理論(service-dominant logic)為基礎，將資源分為operant資源、operand資源、資源互補性及資源相似性，試圖找出在何種資源模式下，中小企業會偏向使用以資訊科技為基礎的協同合作模式。研究方法採用個案研究，並以宜蘭縣枕頭山休閒農業區的八家中小型業者為目標進行訪談。在資料蒐集和分析之後，本研究發現operand資源與operant資源皆會正向的影響到中小企業對科技化合作的參與，其中又以operant資源的影響為更大。此外，從研究中也驗證了科技化合作能促成中小企業績效的提升。根據研究結果，本研究將operant資源視為影響中小企業導入科技化合作模式進而達成績效提升的主要關鍵資源。 / Small and medium sized enterprises (SMEs) are the main force to economic growth, but they usually restricted by resource shortage when they want to upgrade goods or services. Past literature has indicated collaboration with partners and customers through information technology (IT) may overcome their weakness and serve better. However, there still are blurs, like what kind of SMEs are more likely to engage IT-enabled collaboration? Will IT-enabled collaboration really enhance SMEs performance? Our research framework based on resource-based view and service-dominant logic categorizing SME resources into (1) operand resources, (2) operant resources, (3) resource complementarity and (4) resource similarity. We attempt to find out what key resources in SMEs are related to the usage of IT-enabled collaboration and the contributions to SME performance. We conduct case study with 8 SMEs in Mt. Pillow Leisure Agriculture Area. After data collection and analysis, we figure out that both operand and operant resources have positive impact on IT-enabled collaboration; furthermore, operant resources contribute more for SMEs to communicate and coordinate with each other and customers. In addition, from our research, we demonstrate that IT-enabled collaboration helps SMEs to perform better. Therefore, we suggest operant resources as important resources for SMEs engaging in IT-enabled collaboration and consequently enhancing their performance.

近年來，中小企業(SMEs)於經濟中扮演與日俱增的重要性，使得產官學界希望能知道更多如何提升其企業績效的方法。本研究定義企業主動積極性(proactivity)為一關鍵影響因子，可使企業預期改變、想要改變，進而執行改變，以提高企業績效。本研究亦視資訊科技基礎下之協同合作(IT-enabled collaboration)為增加企業主動積極性各面向的可能方法。本研究採用個案研究(case study)，對象為臺灣宜蘭縣枕山休閒農業區。研究結果顯示，中小企業確實可透過資訊科技基礎下之協同合作，塑造其企業主動積極性，進而提升企業績效。本研究亦可協助中小企業認識企業主動積極的重要性，並協助其透過資訊科技基礎下的協同合作，增加其主動積極性。 / The emerging importance of small and medium-sized enterprises (SMEs) has led to an increased interest in how to improve performance. In our research framework, we define proactivity as an essential factor that enables a company to anticipate change, to have the desire to make a change, and to implement that change to improve the performance of SMEs. We hypothesize that Information Technology (IT)-enabled collaboration has the potential to help firms achieve all dimensions of proactivity. To verify the research framework, a case study was conducted in the Mt. Pillow Leisure Agricultural Area in Yilan County, located in the northeast of Taiwan. Our research found that SMEs can enhance their performance after developing proactivity through IT platform-based cooperation. The results of this study can assist SMEs in improving their performance by signaling the importance of proactivity and assisting SMEs in improving their proactivity through IT-enabled collaboration.

近年來服務產業迅速的擴張與發展，對於經濟的影響力也不斷提升，其中中小型的企業(SMEs)扮演了相當重要的角色。先前許多研究顯示回應能力對於中小企業績效成長的重要性，然而卻少有文獻提及如何定義中小企業的回應能力與如何發展中小企業的回應能力。本研究從文獻回顧中分別定義出了三個層面的回應能力：市場感應能力、顧客連結能力與敏捷度。此外，我們認為中小企業可以透過資訊科技為基礎之協同合作促進本身的回應能力，提供更佳的服務給顧客，進而提升企業績效。因此，我們提出研究架構來驗證資訊科技為基礎之協同合作、企業回應能力以及企業績效三者之間的關係，並且選擇宜蘭縣枕頭山休閒農業區為我們的實驗對象。從研究結果中我們發現中小企業透過 資訊科技為基礎之協同合作來提升回應能力並且也使績效有正向的成長。也幫助中小企業更了解如何運用科技化協同合作提升企業績效。 / The service economy has been expanding recently, with small- and medium-sized enterprises (SMEs) playing an important role. Previous research has shown that responsiveness is one of the most important strategic capabilities that SMEs should consider for enhancing their performance; however, how to define responsiveness and how to develop it in the SME context are seldom discussed. A review of the literature leads us to propose three dimensions of responsiveness in the SME context: market sensing, customer linking, and promptness. Moreover, we propose that IT-enabled collaboration should facilitate this capability. We develop a research framework to examine the relations between IT-enabled collaboration, responsiveness, and organizational performance. To verify our research framework, a case study that was deployed in the Mt. Pillow Leisure Agricultural Area in Yilan County. We observe that SMEs can achieve higher level of performance after they have enhanced responsiveness through cooperation via the IT-enabled platforms. The results of this study can also help SMEs improve their performance by realizing the importance of responsiveness and how to enhance responsiveness through IT-enabled collaboration.