台灣年齡結構快速老化及子女供養的比例降低，政府對於老人經濟安全的保障逐漸成為重要的議題。然國民年金的推動卻一波三折，而敬老津貼政策成為了目前非軍公教族群老年經濟安全保障的制度，本研究欲從政策利害相關人回應性的角度去評估敬老津貼政策。 　　而本研究的研究焦點，為民國九十一年中央政府所開始發放的全國性的「敬老津貼」，並以領取敬老津貼人數最多的台北縣作為實證研究的範圍，利用了Dunn & Poister所提出的效能性、「效率性」、「公平性」、「適當性」、「回應性」及「充分性」六種政策評估指標去評估敬老津貼政策的現況，並透過對利害關係人深度訪談的分析，匯整及建構出敬老津貼政策評估指標下利害關係人的相關主張、關切與議題。 　　研究發現現行敬老津貼政策之利害關係人的議題產生多集中在公平性指標下，而且利害關係人對於敬老津貼增加金額的需求性主張及滿意度，深受國內其他老人津貼制度的影響。因此政府須重新評估一律排除公務體系退休者領取津貼、排富絛款設立及以職業為劃分的老人津貼政策的適當性；同時須注意國內及地方縣市的福利差異甚大的現象，才能符合照顧國民之公平性。其次，對於老人津貼制度金額不一的公平性爭議，應趕緊實行國民年金加以整合。另外則是雖然領取敬老津貼者對於申領敬老津貼的程序過程的便利性具有共識，然未接到敬老津貼申領津貼通知的老人，很有可能會影響老人請領津貼的時間點。而對於中低收入老人生活津貼的計算方式應考慮放寬未有奉養事實的子女資產部分，以及除了發放津貼的方式，也可規劃增加老人收入的老人福利選項。另外，領取敬老津貼者受訪者普遍對敬老津貼金額為中等的滿意度，而敬老津貼對於解決月可使用生活費9000元以下的老人經濟問題的效能性和充分性較高。 / The acceleration of population aging and diminishing financial support from offspring to senior citizens necessitate the establishment of a senior citizen’s social security system. Faced with the difficulties in implementing the citizen annuity, the government came up with an alternative plan in 2002: the Senior Citizens Welfare Living Allowance. This study shall take Taipei County, currently the administrative region with the largest number of Senior Citizens Welfare Living Allowance recipients in Taiwan, as an example. The six policy evaluation indicators suggested by Dunn& Poister, i.e. effectiveness, efficiency, equality, appropriateness, responsiveness, and adequacy are used to evaluate the current state of the Senior Citizens Welfare Living Allowance policy. The claims, concerns, and issues of the stakeholders of the Senior Citizens Welfare Living Allowance policy are concluded after holding in-depth interviews with the stakeholders. Research results found that stakeholders of the issues are mostly concerned about the equality of the policy. Demands of and satisfaction with the policy is determined by similar senior citizens’ allowance systems. Appropriateness regarding the distribution of allowances to participants of the public servant pension system is also of concern to the stakeholders. Inequality in the varying amount of the allowances between administrative regions is an issue, among many others, that can be addressed by the implementation of a citizen annuity system. In general stakeholders are moderately satisfied with the incumbent Senior Citizens Welfare Living Allowance policy. The policy is more effective and adequate for those with a monthly income of less than NTD$9,000.

本研究主要目的為探討原鄉教育路對幼師生涯發展的影響，透過四位烏來地區非原住民幼師的個案研究，瞭解幼師的生涯發展、影響幼師生涯發展因素、幼師的原鄉教育路及原鄉教育路如何影響幼師生涯發展，期望能提供到原住民族地區任教的其他非原住民教師在生涯規劃上的參考或協助。 本研究探討教師生涯發展主要以三位學者的理論為依據：Newman的週期論、Katz的階段論，與Fessler的循環論。影響幼師生涯發展因素則從以下的面向做討論：工作內容、人際交往、經濟報酬、文化因素等。幼師的原鄉教育路則分別從四個面向做討論：政策與制度、原鄉幼教師資、幼師與社區的關係與文化回應教學。 本研究採個案研究法，輔以半結構訪談方式蒐集資料，本研究綜合分析結果發現：個性、志向與家庭是影響教師生涯發展的風向球。個性、專業與關注方向會影響教師生涯發展模式的改變。人際關係、經濟報酬與福利影響幼師職涯變動。選擇原鄉教育路與幼師過去經驗有關。角色衝突與文化認同主宰文化回應教學的成效。 / The main purpose of this study was exploring the influences for the career development of preschool teachers working in indigenous areas. To understand the career development of preschool teachers, teacher career development factors, the working situation of preschool teachers in indigenous areas, and the influences for the career development of preschool teachers working in indigenous areas through four non-indigenous preschool teachers in Wulai. Hopefully, this study can be a reference to the preschool teachers when they plan their career development or make the career decisions. This study investigated that teacher career development mainly based on the theories of three scholars: the phase theory of Newman, the stage theory of Katz, and the cycle theory of Fessler. Career development factors of preschool teachers were discussed as follows: work content, interpersonal relationship, finance, and culture factors. The working situations of preschool teachers in indigenous areas were discussed as follows: policies and institutions, the profession of preschool teachers, the relationship between preschool teachers and community, and culturally responsive teaching. This study adopted multiple-case study, combined with semi-structured interviews to collect data. The results of this study were summarized as follows: Personality, ambition and family influence teachers' career development. Personality, profession and concerns will affect the model of teacher career development. Interpersonal relations, finance and welfare effect the career decisions of preschool teachers. Working in indigenous areas is related with the preschool teachers’ past experiences. Role conflict and culture identity dominate the effects of culturally responsive teaching.

創新是社會進步與改變的契機，機構是維繫社會安定的基石。然而，創新在導入社會時，常常會碰上機構的阻力，使創新難以擴散、甚至無疾而終。過去的創新管理文獻，對於此議題的探討不多，我們對創新者如何回應機構阻力的瞭解仍非常有限。本研究由機構對行動者的影響力下手，強調當創新遇上機構時，施展策略性回應的重要性；並主張在「順從與反抗」的策略性回應之外，「調適」是另一種策略性回應的選項，「柔韌設計」更是其中的代表。當創新者面對強大機構阻力時，本研究指出，需要以柔韌設計有技巧地回應機構的鎮壓。 本研究以長期的田野調查與質性研究方法，分析一項數位學習系統（即階梯數位學院）的設計特質與回應策略。有三大發現： 第一，本研究剖析了在創新與機構之間的調適過程，創新者的「調適學習過程」。本研究從機構脈絡之「教科書、入學方式、老師與教學」三大方向切入，從教改政策（法規）、社會規範（規範）與文化認知（認知）等機構的三大構面，分別剖析其內涵，以及對利害關係人（學生，創新的使用者）所造成在學習上的痛點與阻力。再分析創新者在創新推出後，從市場的反應學習到深入使用者的機構脈絡，如何轉化為設計。因此，本研究整理出階梯數位學院的三大頻道（動畫教學台、智慧評量台、線上家教台），其創新者的調適學習過程，描述出創新者在其中試誤、摸索、偵測到機構脈絡進而轉化為設計的過程。 第二，本研究探索具體的創新人造文物（即階梯數位學院），其功能與服務的設計特質為何，以及在創新者的調適過程中對創新人造文物的改變，又是基於甚麼樣的「設計原則」。本研究分析創新的設計，除了針對創新人造文物的特質之外，也分析解讀使用者的學習實務與效果，並從中歸納出三大頻道的設計原則。 第三，在「調適型」的策略性回應裡，除了過去文獻所討論之「迂迴遊走」（workaround）的調適型回應，創新者還可以如何更積極的回應機構呢？本研究從學習實務裡，探討創新設計對學生所產生的行為轉變與效果，瞭解助力如何產生，從而發現了一種新的策略性回應方式。依據這種策略性回應的型式與內涵，本研究將之命名為「槓桿式」（leveraging）之策略性回應，本研究並整理出三種借力使力的柔韌設計。這種策略性回應的巧思，在於將機構對創新者所造成的阻力，轉化為一種設計上的助力。這樣的設計策略，可以協助創新融入機構脈絡，贏得使用者採納。 本研究提出創新採納研究的新觀點，就是以策略回應與柔韌設計來重新檢視創新設計與創新採納之關係。在這樣的回應中，我們看到創新者如何調適學習，巧妙地處理機構的影響力，進而轉為創新物件的設計助力。這就是槓桿效應的秘訣，正如阿基米德曾誇言：「給我一個支撐點，我可以撐起整個地球。」這種柔韌的回應策略是以「四兩撥千斤」的方式，將機構的阻力轉化為設計的助力。這種槓桿策略點出柔韌（以柔克剛）的精神。柔韌設計具有哲學上的意義，從本研究所發現三種借力使力的柔韌設計裡，更看到了一種轉化的效果。用槓桿為隱喻，可以讓讀者聯想到如何以小搏大、以柔克剛、以靜制動的效果。因此本研究稱之為槓桿效應的策略回應。 本研究在學理上的貢獻主要有三：首先，本研究所發現創新者的調適學習過程，可以補充創新調適的文獻。第二，本研究初步剖析出柔韌設計的原則，可以提供柔韌設計未來研究的參考。第三，本研究以個案資料呈現柔韌設計，做為一種策略性回應的形式與內涵，也豐富了策略性回應的文獻。 / Whether an innovation would be accepted or resisted by the user has been a topic widely examined in previous research. The literature, however, has focused mainly on the characteristics of the innovation to predict whether users will be willing to adopt the technology. This study argues that innovation adoption process takes place within an institutional context which refers to regulatory rules, social norms and behavioral options that guide the thinking, attitudes and behaviors of individuals. The study further expounded that institutions exercise three forces on individuals -- regulatory, normative and cognitive. It is therefore important to examine the role that institutions play in facilitating or hampering innovations. Prior research has begun to examine the interactions between innovations and institutions. Several strategic responses to institutional forces were proposed that innovators can adopt. The resopnses can essentially be classified into three strategies. First, one can comply with the institution. Secondly, one can resist the institution while aggressively diffusing the innovation. The third option is, one can adapt the innovation to meet the requirements of institution while keep the novelty and value of the innovation. Therefore, many researches aim to exmine how innovations adapt to the institutional forces. Robust design represented a gentle way to adpapt to the institution forces strategically. After reviewing the related literature, the study argues that there are two important issues which were neglected. One is they neglect to describe and discuss the adaptative learining of the innovators which is the base of strategic response. The other is they did not identify what the design principles are during the innovation adaptation process. Another approach towards robust design was proposed – one inspired by the principles of Taiji. A key principle of Taiji stresses the importance of using a gentle approach to counter a strong force. Instead of countering a strong force with an equally strong opposing force, one should leverage the energy created by the opponent’s strong force to counter-attack. Hence, the study propose that when institutions pose strong barriers to innovations, one approach is to identify how barriers can be turned into enablers to guide the design of the innovation. The key to this approach is to focus on the users of the innovation, to understand the pain points that institutional barriers bring to users, so that an innovation can be designed to effectively address these pain points. Prior literature does not adequately focus on understanding how users’ experiences should be factored into the design of an innovation. This study thus discusses and presents robust design through a case study of an electronic learning system – Ladder Digital College. In the analysis, I first illustrated the adaptative learning process of innovators by analyzing the institutional context in which the innovation is adopted, to identify the constraints or challenges individuals faced as a result of strong institutional forces. Second, we discuss the design features of the innovation, examine how they help users to overcome the challenges and counter the key barriers posed by institutional forces and identify the design principles of the innovation adaptation. The findings advance the concept of robust design by noting the importance of innovator’s adaptative learning and design principle of innovation. Theoretical contributions and practical suggestions are also elaborated.

二○○一年年底通過了「大陸地區人民來台從事觀光活動許可辦法」，希望藉由此政策之推行，作為向中國大陸釋出善意的證明，以及挽救台灣觀光產業的處方籤。然而此政策是我國單方面的善意開放，再加上未來全面開放的時間表也沒有確定。因此，有相當多的不確定因素影響到此政策的執行成敗。此外，此政策從二○○二年一月執行至今已發生過多次的跳機（觀光客滯留）事件，致使社會各界均對此政策產生疑慮與擔憂。 因此，本文的研究目的在於：一、為該政策作一全面的檢討評估，以期提供整體性與前瞻性的政策分析與政策建議。二、提出更有效地安全管理機制，以減少中國觀光客在台逾期滯留。 研究歷經文獻檢閱、研究架構之提出、深度訪談與資料分析等過程後，研究所得結果彙整如下： 一、此政策執行至今仍然無法達到其預期的政策目標，讓台灣的觀光產業更加蓬勃發展。 二、旅遊品質與旅遊資源在短期內並非為影響此政策達成目標的關鍵因素；不過以中長期來看，旅遊品質與旅遊資源其實是影響台灣觀光產業發展的一個根本因素，也是最為重要的要素。 三、安全管理機制是必要且重要的，然而安全管理機制與其他因素相較之下，安全管理機制則屬於比較微觀的，比較屬於技術層面的東西。 四、在此開放旅遊的政策中，與中國簽訂旅遊協議其實是最基本的前提要件，屬於最重要的一個影響因素，若是少了這道程序，之後的安全管理機制與旅遊品質都會直接或間接受到影響。 五、今日的安全管理機制難以發揮功效，主要的原因在於我們沒有與中國大陸簽 訂協議。而且即使訂定出一套看似百密而無一疏的安全管理機制，也無法百分之百的杜絕中國旅客來台逾期滯留的問題。

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.

有越來越多品牌商除了管理直接客戶(代理商)外，也會積極與非直接客戶(下游客戶)建立關係，這樣的拉式策略不但能夠幫助品牌商取得市場資訊，也可藉此讓下游客戶對品牌商產生偏好，讓代理商因此對品牌商的產品產生需求；在這樣的情況下，代理商可能套牢在與該品牌商的關係中。本論文探究在品牌商的拉式策略下，對於品牌商、代理商與下游客戶的三方交換關係所造成的影響，以及處於中樞地位的代理商應如何降低負面衝擊。 本論文以台灣代理商為研究對象，藉由177份有效樣本進行實證研究。子研究一以品牌商觀點出發，研究結果指出，「品牌商對下游客戶的專屬資產投入」與「品牌商的品牌形象」將正向影響「下游客戶對品牌商的關係承諾」，進一步提高「代理商對品牌商的依賴」；另外，此研究也發現，代理形式將在「下游客戶對品牌商的關係承諾」與「代理商對品牌商的依賴」兩者的關係間扮演調節變數的角色。 子研究二則從代理商觀點出發，研究結果指出，當「下游客戶對品牌商與代理商的關係承諾正向差距」越大，則「代理商對品牌商的依賴」將越高；在這樣的情況下，若代理商提高「對下游客戶的專屬資產投入」與「對下游客戶的快速回應能力」，將有助於減少「下游客戶對品牌商與代理商的關係承諾正向差距」。另外，「代理商高層與下游客戶高層間的人際關係」與「代理商與品牌商的結盟程度」在本研究中則扮演調節變數角色，當「代理商高層與下游客戶高層間的人際關係」及「代理商與品牌商的結盟程度」越好時，將弱化「下游客戶對品牌商與代理商的關係承諾正向差距」與「代理商對品牌商的依賴」的負向關係。 / Increasing numbers of brand owners are actively investing marketing resources in not only their direct customers(distributors), but also those customers’ customers (downstream customers). This indirect customer marketing approach follows the “pull strategy” principle proposed in the channel literature. This kind of strategy provides the brand owner with valuable market information, creates product preference among the downstream customer, and aims to stimulate derived demand. Thus, the distributor faces a lock-in situation, and this leads to the brand owner occupying a stronger position and enhancing its profits. Under such a situation, the distributor may change its cooperative behaviors with the brand owner. The study interviewed 177 independent distributors who sell brand owners' products to downstream customers. The dissertation has two sub-studies. Study One is from the brand owner's perspective to investigate how the brand owner get stronger position in the channel system when it expands in overseas markets. The result showed specific investments from the brand owner to the downstream customer and the brand owner's good brand image may increase the downstream customer's relationship commitment to the brand owner. If the downstream customer’s commitment to the brand owner is high, the distributor may increase its dependent on the brand owner. In addition, the research also found that the number of distributors plays a moderating role in this study. If there are multiple distributors, the positive relationship between commitment of the downstream customer to the brand owner and the dependence of the distributor on the brand owner may become stronger. Study Two of the dissertation is from the distributor’s perspective. The brand owner's pull strategy may cause a decrese in the relationship performance of the distributor to the downstream customer. In order to solve this difficult situation, the study provides the distributor with the following solutions. The distributor can make specific investments to the downstream customer or improve its responsive ability to decrease the difference of commitment between the downstream customer to the distributor and the downstream customer to the brand owner. Moreover, the distributor can develop personal guanxi with the downstream customer or try to align with the brand owner to reduce the negative impact from this commitment disparity.

當身處一個競爭激烈的行業，企業想要保持發展，就必須與時俱進，積極創新。但企業應該從哪裡找到創新的機會？除了技術和產品之創新，越來越多企業開始關注商業模式的創新。過去，對商業模式創新的討論大部分集中在企業的內部系統活動改造，或是期待從開放創新中尋找機會。本研究嘗試把商業模式理解為一種敵我對應關係，從主流企業與後進者的攻防戰中理解創新的調適過程。通過分析「非主流」的後進者如何回應主流設計，並由主流企業之迷思理解後進者如何找出商業模式創新的可能。本研究發現，商業模式創新的本質是動態的，而其過程是調適的。後進者可以由主流企業建構商業模式之迷思中，找到自身商業模式創新的諸多樣貌與調適的巧思。 / In an industry that faces intensified competitions, firms need innovate constantly and timely so as to maintain steady growth. But where could firms identify opportunities for innovation? In addition to the innovation of technologies and products, more and more firms pay attention to business model innovation. Previously, our understanding of business model innovation is limited to firms’ business activity systems, or to seek opportunities from open innovation. This thesis attempts to consider the business model as a kind of responsive process between rivals; and to analyze the adaptation of business model within the defensive process between the mainstream firms and the second mover. By analyzing how the non-mainstream player may respond to the evolving dominant design, it is posisble to recognize the myths of the development of mainstream business models. This research suggests that business model innovations are dynamic in their nature and adaptive in their developmental process. The second mover could identify various patterns of new business models and conceive creative adaptation from the mainstream firms’ myths in building their own business models.

本論文研究以｢間接抱怨的反應｣的語言行為為研究方向；一方面以跨文化語用學的探討為主，研究母語為中文的台灣人與母語為美語的美國人語言行為之差異，藉以探討該語言行為的文化普遍性、獨特性；另一方面是以外語語用學的探討為主，研究台灣大專生學習美語的外語行為是否接近母語為英語的美國人，以深究研究對象的語用轉移現象。研究的四組受試人分別為36位以英語為母語的美國大學生、36位以中文為母語且以中文為學習主要媒介的台灣的大學生、36位英語學習程度較佳的台灣大學生、36位英語學習程度中等的台灣大學生。蒐集語言資料的工具是語言言談情境問卷(Discourse Completion Task，簡稱DCT)，依照蒐集到的語料進行量化、質化的資料分析。研究結果顯示：四組研究對象皆傾向以憐憫策略來回應間接抱怨。然而以兩項研究變項(性別與社交關係)來進一步討論時，研究結果呈現不同的策略使用：以中文為母語和英語學習程度較佳的台灣大學生這兩個研究對象趨於以沉默或是轉移話題來回應女性陌生人的間接抱怨，但是英語學習程度較中等的台灣大學生，卻是較常使用建議策略來回覆陌生人。再者，探究研究對象們的語用標記時，英語學習者常轉化中文的發語詞於英語表達中，相較於以英語為母語的美國大學生，他們的語用句型也較為簡化。根據研究結果與探討，英語學習者們的英語學習程度高低並不與其語用表現成正比，這論述可以呼應語用知識是有別於語言知識的概念。故在英語為外語教學上，除了英語能力的提升外，學習者應能有機會體驗不同情境下的語用表現，自覺性的討論出該表現背後的不同文化意涵，進而提升其對母語文化以及目標語文化所該具有的知識與內涵。 / This study investigated response strategies to indirect complaints (IC). On the one hand, it explored the cross-cultural differences in speech behaviors between native Mandarin Chinese speakers and native American English speakers. On the other hand, it examined EFL learners’ IC response behaviors in Taiwan. Four participant groups were invited in this study: 36 native speakers of American English living in the United States, 36 native Mandarin Chinese speakers living in Taiwan, 36 EFL learners with high English proficiency level, and 36 EFL learners with intermediate English proficiency level. Their language data were collected through designed Discourse Completion Test (DCT). Both quantitative and qualitative analyses were conducted to deal with the collected data. The research results indicated that the commiseration strategy was mostly used by all four participant groups. Yet, taking the two independent variables (gender and social-distance relationships) into consideration, informative results were found across different groups. The two groups of native Chinese speakers and EFL learners with high English proficiency level applied off strategy to their female strangers’ indirect complaints. On the contrary, the group of EFL learners with intermediate English proficiency level used more advice strategy to their strangers’ indirect complaints. Furthermore, negative transfer was found in the EFL learners’ linguistic realization to achieve illocutionary forces, including pragmatic markers and simplified sentential expressions. The research findings implied that there was not any positive relationship between language learners’ linguistic abilities and their pragmatic performance. The implicature is correlated with the concept that pragmatic knowledge is distinct from linguistic knowledge. Thus, in EFL courses, language learners should be provided opportunities to consciously explore different cultural meanings behind speech act behaviors.

銷售情報一直是行銷研究的一個重心，透過銷售情報之收集，可以掌握與了解消費者對各種不同商品、價格、通路及促銷活動的反應，以協助製造商、批發商及零售商擬定出有效的生產、配銷、商品選擇及販賣等重要決策。而日常消費品產業基本上是以產品的銷售為核心的相關產業之集合體，因此經由多個不同通路上銷售情報之收集與分析，便可使產業中的各廠商掌握更精準可靠的情報，進而使各廠商在經營上同沾其利。由於國內的日常消費品產業仍以中小企業居多，以其有限的資金與人才，往往無法積極掌握商品銷售情報，進行管理資訊系統之維護與更新，也無法即時採用資訊與通訊之新科技，使得其經營效率偏低，並逐漸喪失其競爭力。因此，在不危及業者競爭核心的前提下，如能集合多數業者共享資訊，參考日本流通資訊服務中心（RDS）的作法，推廣情報共享觀念與共存共榮的經營理念，來建立共同銷售情報系統，並以此系統產生一些有用的整體性市場資訊的報告，提供給參與的業者做為其經營管理之參考，勢必對國內日常消費品產業的整體競爭力及經營效率的提昇，有極大的助益。有鑑於此，本研究以了解影響加入共同銷售情報系統的因素為探討的重心，並對共同銷售情報系統的運用情形及運用的成效進行探討與分析，希望藉由此研究，能夠找出加入共同銷售情報系統的誘因與其運作的可能機制，及對其成效進行評估，以做為工研院電通所在推廣共同銷售情報系統時的參考，並提高業者加入共同銷售情報系統的誘因，期能推廣情報共享及促進良性競爭的商業環境。 針對超市、超商及量販店業者進行問卷調查統計資料分析的結果，可歸納出影響業者加入共同銷售情報系統之意願具顯著正相關的因素包括：對同業合作的需求程度、和同業合作共享銷售資訊的意願、即時取得正確交易資訊、業者支持與提供正確資料、提供重要的報表種類數量、多數同業的加入以及相關成本的節省；而影響業者加入共同銷售情報系統之意願具顯著負相關的因素為可投入資訊系統的資金。而由訪談業者之意見可歸納出業者對於共同銷售情報系統的運用及其所重視的效益如下：1、對於共同合作機制之建立的看法方面，受訪業者普遍認為，共同銷售情報系統應由公法人來主導或推動較佳。2、對於策略性資訊系統的建構方面，受訪者普遍已建構類似的系統，主要是以公司內部資料的分析為主，不過可利用共同銷售情報系統產生的整體性資料來做標竿的比較。3、由於上、下游廠商間的互信基礎仍嫌不足，因此快速反應這樣的作法仍有待推廣，以提高供應鏈上多層次的附加價值。4、對於資訊科技的運用方面，受訪業者普遍有利用電子郵件、傳真及銷售時點情報系統來收集或傳遞資訊，同時也建構行銷資料庫來做商品的分析。而由於電子資料交換系統的建置成本太高，且政府有關單位的推廣不足，因此導致業者較少採用此一系統。由於受訪業者目前與共同銷售情報系統正式連接的時間還不夠長，且加入系統的業者也不夠多，因此，對於共同銷售情報系統所產生的效益仍不易用具體的數字來評估，是以本論文的效益評估以受訪業者分別對於財務面、行銷與顧客服務面、企業內部流程面及員工成長面所較重視的項目來衡量的。在財務面：受訪業者普遍較重視流通成本的削減、銷售量的增加、存貨的減少、存貨周轉率的提昇、獲利率的提升及產品市場佔有率的提升等方面；在行銷與顧客服務面：受訪業者普遍較重視服務水準及品質的提昇、缺貨率的下降、保有原有的顧客及提供合理化的價格；在企業內部流程面：受訪業者普遍較重視訂購循環的縮短、引入新的商品、開發出自有商品、能分析消費者的使用型態、能提供最佳產品組合、銷售商情的掌握與運用、能提昇銷售預測精確度、對上游廠商談判力的提昇及同業間合作或競爭關係的改變；在員工成長面：受訪業者普遍較重視員工能學習到最新的電腦作業系統以及分析資料的能力。 第一章 緒論…………………………………………………………..1 第一節 研究背景……………………………………………………………………1 第二節 研究動機……………………………………………………………………2 第三節 研究目的……………………………………………………………………4 第四節 研究範圍……………………………………………………………………4 第五節 研究流程……………………………………………………………………5 第六節 章節架構……………………………………………………………………6 第二章 文獻探討……………………………………………………..7 第一節 共同銷售情報系統…………………………………………………………7 第二節 資訊科技的運用………………………………………………………….32 第三章 研究方法…………………………………………………….61 第一節 研究架構………………………………………………………………..61 第二節 研究假設………………………………………………………………..64 第三節 研究變數操作性定義與衡量…………………………………………..69 第四節 問卷發展………………………………………………………………..77 第四章 資料分析…………………………………………………….80 第一節 回收樣本之基本資料分析……………………………………………….80 第二節 產業特性對加入共同銷售情報系統的意願之相關性分析…………….88 第三節 公司特性對加入共同銷售情報系統的意願之相關性分析…………….89 第四節 管理者特質對加入共同銷售情報系統的意願之相關性分析………….90 第五節 業者對於系統的認知程度對加入系統的意願之相關性分析………….91 第六節 本章總結………………………………………………………………….92 第五章 個案描述與分析…………………………………………….95 第一節 受訪業者基本資料分析…………………………………………………95 第二節 甲超商…………………………………………………………………..97 第三節 乙超市…………………………………………………………………..103 第四節 丙超市…………………………………………………………………..108 第五節 丁物流行銷公司………………………………………………………..113 第六節 工研院電通所…………………………………………………………..120 第七節 本章總結………………………………………………………………..128 第六章 結論與建議…………………………………………………135 第一節 研究結論………………………………………………………………..135 第二節 研究限制………………………………………………………………..139 第三節 後續研究建議…………………………………………………………..140 參考文獻…………………………………………………………….141 附錄一……………………………………………………………….150 附錄二……………………………………………………………….155 附錄三……………………………………………………………….159 / The scope of retailing industry covers foods , clothes , housing , transportation , education , and entertainment , etc.. Since it is closely related to our daily life , the demand of retailing industry will by no means grow when the income of people increases , the life style changes and the standard of living rises. In order to enhance the response to market , the retailers have to take some actions . Internally , evaluation system needs to be established based on observed data , and the operating process has to be standardized and formalized to ensure the service quality. In the marketing segment , retailers should consider both software and hardware to establish the image of the company and reinforce the competency of the company in order to gain more market share in the violent and complicated retailing market. And the most important of all is to monitor the information of sales. Once the information of the sales is monitored , managers can effectively control the levels of inventory , place order in more economic scale and meet the variety of demand. Therefore , it is indispensable to manage the company with computerized process and utilize the sales information system. Since the sales information is one of the focus of the marketing research , managers can fully understand and learn the reaction from consumers in the different products , prices , places and promotions strategies through the collection of sales information. And based on the sales information , producers , wholesalers and retailers can effectively make decisions about production , distribution , merchandise selection and selling. Since there are more and more chain stores of supermarkets , hypermarkets , and convenience stores arised , these modern retailing mode becomes the mainstream in the retailing market. It changes not only the purchasing behavior of the consumers , but also the business strategies and operation models of the producers in the supply chain. The consumer packaged goods industry is basically the conglomerate of the related industries which focus on selling of products. Thus , collecting the sales information through different channels , the firms in consumer packaged goods industry can actually help other firms in their supply chain to get more exact and reliable information , and also improve performance in both. In Taiwan , the domestic consumer packaged goods industry is composed mostly of small and median enterprises (SMEs). Due to limited money and manpower of SMEs , they are limited from aggressively accessing the sales information and maintaining and upgrading of the MIS. They are also incapable of catching the trend of the information technology and communication. And this will make the firms lose their competency . Therefore , if most of the firms of the consumer packaged goods industry would share the sales information without weakening their core competence , the Japanese Retailer Data Service (RDS) could be adapted as a good reference to promote the idea of sharing sales information and establish the common sales information system. The common sales information system will provide useful reports of the overall market information , and to the firms who join in this system as reference points for running their business. This system will also improve the competency and operation efficiency of the whole consumer packaged goods industry. According to the passage thereinbefore , this research tries to find the factors which will affect the firms to join in or not the common sales information system , and further explore and analyze the implementation situation and performance of the common sales information system. Hopefully , this research will be able to find the attractive factors for the firms to join the common sales information system , possible operating mechanism to run the system , and evaluation criteria . The results could also be referenced for the Computer and Communication Research Laboratories (CCL) of ITRI when they promote the common sales information system to attract more firms to join the system in order to promote the idea of sales information sharing and a good business environment for competition. Based on the outcome of the statistical analysis, some factors are strongly related to the willingness of retailers to join the common sales information system. These factors are as follows : the degree of needs to cooperate with counterparts, the will of sharing the sales information with counterparts , real time information acquiring, the firms' supporting and the collected data providing , the important report providing , most counterparts' participating , saving on the related costs. All of the above factors are positively related to the willingness of the firms to join the common sales information system ; But , the budget on investing the information system is negatively related to the willingness of the firms to join the common sales information system. Based on the interviews with the participating firms , the applications and the possible benefits coming from the common sales information system can be summarized as follows : 1. On the viewpoint of establishing the cooperative mechanism , most of the respondents think that the common sales information system should be directed or promoted by the public legal sectors. 2. On the viewpoint of establishing the strategic information system , most of the respondents have built up this system but now mainly use it to analyze the internally produced data which they believed can be compared with the overall market information produced by the common sales information system. 3. Due to lack of mutual trust among the different tiers of supply chain , the concepts and applications of QR/ECR should be continually promoted to provide more added values for the supply chain. 4. From the applications of information technology , most of the respondents gather or transfer information by using e-mail , fax and point of sale（POS）system . They also develop marketing database to analyze the sales. Since the time that the firms joined the common sales information system is not long enough and there are only limited firms joined this system , performance produced by the common sales information system are difficult to be evaluated concretely. So the performance of the system at this stage is only based on the importance perceived by the respondents on the dimensions such as financial performance , marketing and customer service , business internal process , and the growth of staff. On the dimension of financial performance , most of the respondents emphasize more on the reduction of the logistics cost , the increase of the sales , the reduction in the inventory , the increase of the turnover rate , the increase of the profitability and the increase of the market share；on the dimension of marketing and customer service , most of the respondents emphasize more on the improvement of the level of service and quality , the reduction of the shortage rate , keeping the original customers and providing the reasonable price；on the dimension of business internal process , most of the respondents emphasize more on the reduction of the order cycle , introduction of the new products , development of the products with its own brand , the ability to analyze customers' patterns, providing the best mix of the products , monitoring and utilizing the sales information , improving the accuracy of sales forecast , increasing the bargaining power to the suppliers , and the change on the cooperation or competition relationship among the counterparts；on the dimension of staff's growth , most of the respondents emphasize more on that the staff can learn more the latest computer related operation and the ability to analyze the information.

台灣地區的民主化過程一直是中外學者注視的焦點。在長期實行民選地方政府或地方自治的台灣，真正是一個民主的社會嗎？在解嚴、動戡時期終止前，很容易回答，由於沒有組黨自由，中央民代選舉只是部分的增額改選，台灣的全國政治並不能達到民主社會的基本標準。但是，地方選舉則是長期地、完整地在舉行，要回答台灣地方是否民主，仍很難輕易地給予答案。地方民主是如此複雜、多樣化的面貌，如何才算達成地方民主？本論文基本上是以Leach和Percy-Smith所提出的地方民主的四個面向為標準，此即：1、課責性；2、回應性；3、參與性；4、代表性；進而探討。 筆者研究後發現：第一，從台北市的民主經驗來看，代表性應該不是問題的癥結；所謂的代表性是否意味著該和R. A. Dahl所言的，和社會人口或職業的結構相符合？在地方民主上來看，由於社會的多元化，以及要求民意代表的專業及高學歷背景，代表社會結構的多元民主（polyarchy）是否值得再強調？可以深思。第二，從台北市的民主經驗來看，參與性應該是地方民主很重要的一項指標。如何讓民眾更直接的參與到民主政治中，除了選舉之外，應該有更多的、直接的交換意見的平台或管道，例如公民投票、公民論壇、協調會等等。第三，地方民主的參與和地方政府的回應性夾雜在一塊，民眾參與到政策討論的領域中，政府也加入予以回應。所以，地方民主中，回應性與參與性似乎呈現某種程度的關聯性。第四，不論是參與性、回應性等民主的程度，都與政府能力有關，似乎地方政府解決問題的能力越高，民眾就越會表現出對於地方政府做為的參與，以及政策的回應。