本研究參酌Kchli & Jaworski (1990)所發展的市場導向理論架構，並依據中國文化的特性、中美企業的差異以及我國中小企業的特性，對Kchli & Jaworski (1990)的市場導向理論架構進行修改，發展出適合應用於我國中小企業的市場導向理論架構。 　　實證結果發現，關於市場導向的原因條件與市場導向之間的關係，在高階管理者因素方面，高階管理者的進取心對情報的產生和擴散都有正面的影響效果，而高階管理者的教育程度對情報的產生、擴散和反應則都沒有顯著的影響。另外，高階管理者對創新的接受程度對企業整體市場導向的正面影響效果，則主要是來自於對反應情報活動的影響，而高階管理者威權領導的程度對企業整體的市場導向程度與情報的產生和擴散則具有負面的影響。此外，高階管理者對市場導向的重視程度、風險規避的程度、教育程度以及關係取向的程度對企業整體的市場導向程度、情報的產生、擴散和反應則都沒有顯著的影響。 　　在組織系統因素方面，基本上，組織系統因素的三個變數對企業整體的市場導向程度都沒有顯著的影響。只有市場基準的報償系統對情報的產生和反應具有正面的影響，顯示中小企業可以透過市場基準報償系統的建立，用以激勵員工進而落實市場情報的產生和反應活動。此外，政治行為的接受程度以及面子整飾的程度對情報的產生、擴散和反應則都沒有顯著的影響。 　　在企業特性因素方面，產業別的差異對市場導向活動中情報的反應有所影響，顯示不同的產業間因為有著不同的行業特性以及不同的產業環境等產業別的差異因素，使得廠商在施行市場導向的活動上，對情報反應活動的著重程度有所不同，因而造成不同的產業問有明顯的差異存在。而企業規模和經營型態對情報的產生、擴散和反應則都沒有顯著的影響。因此，在企業特性因素方面，只有產業別差異對企業整體的市場導向程度有所影響，企業規模和經營型態對企業整體的市場導向程度則都沒有顯著的影響。 　　綜而言之，對市場導向的施行程度具有顯著影響的原因條件有高階管理者的進取心、高階管理者對創新的接受程度、高階管理者威權領導的程度、組織內市場基準的報償系統以及產業別的差異等五個變數。 　　另外，關於市場導向與市場導向績效之間的關係方面，整體市場導向的程度對顧客滿意度、員工間的團隊精神都有正面的影響，但對企業的獲利力卻沒有顯著的影響。再者，市場導向的三階段行銷活動對顧客滿意度、團隊精神的影響程度則不一。就顧客滿意度而言，擴散情報和反應情報的活動對顧客滿意度都有正面的影響效果，而影響員工間團隊精神的市場導向活動則有產生情報和擴散情報等兩階段的行銷活動，另外，就企業的獲利力而言，市場導向的三階段行銷活動對產業平減後的企業獲利率則都沒有顯著的影響。 　　綜而言之，雖然企業的獲利率仍然受產業因素的影響較大，因而出現了市場導向的施行對公司獲利率的貢獻不如外在產業市場成長對公司獲利率的貢獻的現象，但是基本上，市場導向的施行程度對市場績效具有顯著且正面的影響效果，這個結論大致上是肯定的。

政治鬆綁之後的台灣社會，電視新聞逐步走向市場化，台灣電視台百家爭鳴競爭激烈，卻讓呼吸到自由空氣的媒體如今陷入生存窘境，對外部資源的依賴日益加深，掌握媒體生存資源的外部團體因此得以對媒體施展權力，介入新聞產製過程，影響或控制新聞內容。本研究旨在探討當前台灣的電視新聞面對哪些權勢消息來源，媒體與權勢消息來源如何互動，權勢消息來源如何發揮權力影響新聞產製，以及電視新聞如何因此改變工作常規與守門機制。 本研究透過參與觀察和深度訪談兩種方式，提出以下幾點研究發現： （一） 社會權力結構與系統擴大，權勢消息來源型態日趨多元，對媒體施壓手法複雜卻粗糙。 （二） 電視新聞以市場為導向，媒體主要壓力來源從過去的政治統治者轉移到握有經濟資本的廣告主，如今商業力量已大過傳統的政治控制。 （三） 強勢的權勢消息來源高高在上，使得記者難以與之互動，雙方權力失衡且缺乏「共舞」意願，「探戈」理論受到挑戰。 （四） 媒體購買公司興起，取代公關公司，成為與媒體溝通的重要角色。 （五） 媒體所有權人盤據組織內權力最高點，對媒體組織的影響力持續增強放大當中。 / Political democratization in Taiwan has brought about an era where market forces, not political factors, now dictate television journalism. As commercial competitive forces have intensified, many TV news stations in Taiwan are struggling to survive. Similarly, as TV stations have become increasingly dependent on external resources, these resources now are in a position to exert pressure on TV media by interfering with news production and content. The objectives of this thesis are to analyze: 1). the new power influencers that Taiwan’s TV news stations are facing 2). the interaction between TV media and these influencers 3). how the influencers use their power to interfere with the production of TV news 4). how the power influencers have changed both the routinized work flow of TV media and the role of TV media as gatekeeper Through first-person observations and in-depth interviews, the following research conclusions are drawn: 1. The market influencers that impact TV media have become more complicated as a result of the expansion and openness of Taiwan’s social structure and system. Moreover, the methods through which the influencers interfere with TV media are complex yet crude at the same time. 2. As market forces are now driving TV media, advertisers have replaced politicians as the primary influencer of TV media, and commercial forces now carry much more clout than political factors. 3. The “Tango Theory” faces a great challenge in TV media because of the power imbalance between TV journalists and those who wield power over them. 4. Conglomerates that acquire media companies have replaced public relations firms as the most important stakeholder in media communications. 5. The power of the “insiders” who wield the greatest influence over TV media is continuing to increase.

2003年傳染病SARS流行期間，媒體在指稱此疾病時，出現許多不同的名稱，本研究認為名稱不只是用來指稱事物、也反映社會文化的想法，更可能遮蔽了真實，帶來了想像，這本論文即是嘗試描繪這個過程的痕跡。 研究者在文本中採用Norman Fairclough的批判論述分析方法，從中發展出語言、媒體論述及社會文化三個分析層次，觀察在SARS發展的過程中，媒體上出現的疾病名稱如何形成及轉變、媒體論述和整體社會氣氛如何因應隨之改變的動態過程；再輔以深度訪談法，瞭解報社編輯在處理SARS新聞時面對的情形和自身想法，而這些因素又如何影響了他/她們對疾病名稱的選擇。 研究分析發現，SARS名稱的變化可略分為三個時期：在官方尚未確定疾病名稱前，名稱強調的多是疾病的不明、外來和可怕，報導內容中有相當部分用來描述一般民眾的恐慌情緒，編輯則著重在新聞報導中找出新奇吸引讀者的觀點來形容此一新興傳染病，略為誇張也在可接受範圍；第二個時期官方名稱出現，媒體漸漸出現統一的名稱，不過在其中個別媒體組織的立場仍然可能影響名稱變化的速度，但代表專業共識和官方力量的名稱則是影響名稱最有力的因素，報導內容也以醫療專業觀點為多數；第三個時期傳染範圍擴大，媒體紛紛改以讖諱風格鮮明的「煞」字來指稱疾病，編輯除了提及諧音運用，也有將自身對疾病感知到的負面形象轉移到文字上的作用，連帶在圖片的選擇上也以除煞驅魔為主。 研究者嘗試指出，疾病名稱不是理所當然，而是新聞室內編輯在諸多考量下所做出的選擇，包括消息來源的不同、市場利潤的追求、組織意識形態的影響、社會文化概念以及個人主觀的感受等，這些都會進而影響到閱聽眾對疾病的認知。研究者試圖以此提醒新聞從業人員對事物的命名保持反思，閱聽眾在接收訊息時則必須時時保有批判性的覺察。

本研究旨在透過探索式的討論，輔以對個案A公司在市場導向經營策略變革之分析，探討當前我國電子產業經營之現況與發展前景。本文研究目的主要有三：（一）從台灣電子產業發展現況的回顧中，歸納出國內外市場環境之機會與挑戰；（二）彙整企業轉型關鍵因素之理論及其實際操作方式；（三）利用個案研究探討企業轉型在市場導向經營活動之實際應用與啟示。研究發現，企業面臨經營上之盲點而欲尋求突破時，無論是策略規劃之重新定位、分析企業內外在市場環境變化等資訊，進而重新評估經營策略與方向等，均有賴經營者果決而明智之策略選擇。因此，「經營者的策略敏銳及其參與程度」為企業轉型成功的關鍵因素，而轉型策略選擇之好壞，更將明顯提升或傷害企業的產業競爭力。不過，要建立起有利於永續競爭優位之市場導向經營策略，仍需企業在管理、組織以及產品等企業內外要素的配合才能順利完成。 / This research aims to analyze the business strategy for PC industries by exploring discuss and A corporation’s market-driven business activities. This research includes following three purposes: First of all, to sum up domestic and international chances and challenges by reviewing development of PC industries in Taiwan; secondly, to clarify theories and practices of key factors of business transformation; thirdly, to explore application and implication of business transformation in case study of market-driven business activities. Research result shows that, when a corporation faces difficulties wanted to overcome, it does need business manager to make a definite and wise decision to reset plan, analyze market information, and re-evaluate business strategy. In other words, “degree of strategic sensitivity and participation for a manager” undoubtedly is the key factor of business transformation affecting its capability of competition. Anyway, this goal of making sustainable predominance strategy couldn’t be made unless combining with domestic and outside factors of management, organization, and production.

近年來傳播科技快速變化，不但社會型態因此產生鉅變，新科技更也打破了媒體界線進而產生科技滙流，使得平面媒體、廣電媒體、共同載具、有線電視及網際網路的藩籬、角色、定位都逐漸模糊。 而當平面媒體處於麥克魯漢所說的「淘汰」螺旋後，自一九九九年開始整體廣告盈收呈現負成長，二○○六年台灣報紙一口氣有六家熄燈打烊，數以千計的記者失業。受此影響，記者專業角色嚴重貶值，從監督社會的無冕王淪為商業化與科技化雙重衝擊下的現代報業媒體工人，大量遭解雇的記者形成「流浪記者」現象。 本文訪談八位記者發現，一旦對媒體產業的未來失去信心，連帶也對自己失去信心，喪失了新聞工作的認同與熱情，「一輩子當記者」成為遙不可及的夢想，選擇以生存作為工作心態。這樣的氛圍型塑出平面媒體記者「集體灰暗時代」，嚴重影響其專業角色。 然而以「媒體四大律」分析，紙張形式的報紙雖逐漸遭到網路媒體之「淘汰」卻不會消失，而是需要「轉化」。記者創作撰寫新聞「內容」的能力不因報社倒閉而消失，社會對記者的需求更將永無止境，記者應隨社會環境與新科技改變進而轉變並提升自身核心能力。 / The media landscape in Taiwan has been greatly changed because of the emergence of new communication technologies and transition of market-driven journalism globally. For one thing, the newspaper industry’s circulation and readership continue to decline and advertising revenues keep on shrinking since 1999. As a result, since the beginning of this century, many newspapers have experienced huge deficits; six were shut down in 2006 alone and thousands of journalists lost their jobs. Based on the literature review and in-depth interviews of eight so-called “jobless journalists” who left or considering to leave the newspaper industry, this study finds many of these professional reporters are experiencing a crisis of confidence, no longer believing in themselves as well as the professional training. Most of all, they predict that the fate of newspaper has been doomed and journalism is hopeless and futureless. The study records their true stories of how to rebuild confidence while facing the hardship both of the career and the profession.

本研究從產業經濟學的「結構-行為-績效」架構與寡占理論中汲取對競爭行為的認知。將研究焦點鎖定在報紙產品市場最普遍也最主要的三種競爭行為：內容競爭、價格競爭與促銷競爭三者進行研究。研究對象則是以台灣報業市場中九家主要報紙，分屬三種不同屬性：綜合性報紙（中國時報、聯合報、自由時報、中央日報、台灣日報）、經濟專業性報紙（經濟日報、工商時報）、大眾娛樂性報紙（民生報、大成報），除此之外內容上相同屬性的報紙，彼此之間還有特性上的差異，以利研究不同屬性與特性報紙在競爭行為上的差異。 本研究認為，台灣報紙產品市場競爭行為，在報禁後產生大幅變化，主要原因有四：（1）報業開放後市場結構改變，造成市場競爭行為轉趨激烈：（2）報紙消費者消費型態轉變，變相加強了報業市場的競爭行為；（3）市場趨同性，造成報業市場競爭行為日漸普及；（4）台灣報業市場產品同質性漸高，以競爭行為建立有限差異性。 而在觀察各報競爭行為的發展與不同屬性特性報紙在競爭行為上的異同時。本研究發現，報紙產品市場競爭行為發展，深受外在市場環境、報紙本身特性屬性與市場內競爭者市場行為三者因素的牽制與制約。因此在不同市場環境下，不同特性屬性報紙在面對市場上形形色色的市場競爭者時，會在市場競爭行為上有不同的反應。 最後，本研究整理報禁開放後台灣報紙產品市場競爭行為走向，梳理出其大致發展趨勢為二：（一）市場導向；（二）「強者愈強、弱者愈弱」。

本研究以台北縣及桃園縣立案且以美語為主要托育方式之合格私立幼稚園(托兒所)之主管為對象，採取立意及滾雪球抽樣方式，選取台北縣私立幼兒園(園所數有七十五所)和桃園縣私立幼兒園(園所數有八所)共計八十三所。 研究目的有四：一、瞭解全美語幼兒園「市場導向」；「核心競爭能力」及「組織績效」的內涵及現況分析；二、探討不同「背景變項」的全美語幼兒園在「市場導向」、「核心競爭能力」及「組織績效」的差異情形；三、探討全美語幼兒園「市場導向」、「核心競爭能力」及「組織績效」之間的相關分析；四、探討全美語幼兒園「市場導向」、「核心競爭能力」對「組織績效」之聯合預測力分析。 本研究採用「園所基本資料」問卷、「市場導向」、「核心競爭能力」及「組織績效」量表，採問卷調查為資料蒐集分法。研究結果發現如下： 一、全美語幼兒園「市場導向」、「核心競爭能力」及「組織績效」的內涵及現況分析 (一) 全美語幼兒園「市場導向」 在情報產生部分各題項的回答趨向於「大致符合」；在情報回應部分除了可透過同業的外聘教師獲知競爭者情報及定期(至少一個月兩次)對市場趨勢舉行會議研討兩個題項趨向於「有點符合」之外，其餘都趨向於「大致符合」；在情報傳播部分各題項的回答趨向於「大致符合」。 (二) 全美語幼兒園「核心競爭能力」 在創新能力的部分各題項的回答趨向於「大致符合」；在人資管理能力部分除了「經常辦理師資訓練(研習)以提升教師專業素質」趨向於「大致符合」之外，其餘各題項都趨向於「非常符合」；在策略管理能力部分各題項的回答趨向於「大致符合」；最後在行銷運籌能力的部分各題項的回答也趨向於「大致符合」。 (三) 全美語幼兒園「組織績效」 在「組織績效」(財務控管、顧客滿意、運作品質、學習成長)各部分之各題項的回答皆趨向於「大致符合」。 二、不同「背景變項」在全美語幼兒園「市場導向」、「核心競爭能力」及「組織績效」之差異情形 全美語幼兒園在「市場導向」(情報產生、情報傳播、情報回應)、「核心競爭能力」(創新能力、人資管理能力、策略管理能力、行銷運籌能力)與「組織績效」(財務控管、顧客滿意、運作品質、學習成長)，不會因園所「基本變項」(規模、師生比、經營型態、兼營項目)之不同而呈現差異存在。 三、探討全美語幼兒園「市場導向」、「核心競爭能力」及「組織績效」之相關分析 全美語幼兒園「市場導向」與「核心競爭能力」之間具有正相關；全美語幼兒園「市場導向」與「組織績效」之間具有正相關；及全美語幼兒園「核心競爭能力」與「組織績效」之間具有正相關。 四、探討全美語幼兒園「市場導向」、「核心競爭能力」對「組織績效」之預測力分析 「核心競爭能力」(創新能力、人資管理能力、策略管理能力、行銷運籌能力)皆以「情報產生」為最大預測因子，其預測力在23%~54%之間；且在「組織績效」變項中的「財務控管」的最佳預測變項是「創新能力」；「顧客滿意」的最佳預測變項是「行銷運籌能力」；「運作品質」的最佳預測變項是「策略管理能力」；「學習成長」的最佳預測變項是「策略管理能力」；「組織績效整體」的最佳預測變項是「行銷運籌能力」。「核心競爭能力」變項中的「創新能力」、「策略管理能力」及「行銷運籌能力」為「組織績效」最主要的三個預測變項。 / This study selected 83 English immersion preschools ranging from Taipei and Taoyuan Counties from the purposive and snowball sampling techniques. The research aims are: 1. Exploring the contents and current situation of the Market Orientation, core competitive competence and organizational performance in the English Immersion Preschools; 2. Exploring the significant differences of the Market Orientation,core competitive competence and organizational performance in the English Immersion Preschools across various background variables; 3. Examining the correlation relationship among the Market Orientation, Core Competitive Competence and Organizational Performance in the English immersion preschools; and 4. Examining the accutable variance in the organizational performance from the Market Orientation and core competitive competence in the English Immersion Preschools .The result findings are as followed: 1. The contents and current situation of the Market Orientation, core competitive competence and organizational performance in the English Immersion Preschools. (1) The Market Orientation The items of the construct (Information Production) are approaching in the “almost agreement”; The items of the construct (Information Correspondance) approach in the “almost agreement”except two items such as getting the competitor’s information from the part-time teachers of counter parters; and regular meeting to the current marketing trend approaching to “somewhat agreement”. (2) The Core Competitive Competence The items of three constructs (Innovative Ability, Strategic Manament Ability and Marketing Coping Ability) in the English Immersion Preschools approach “almost agreement”; however, the items of the construct (Personnel Management Ability) approach higher hierarchy of scale—“agree strongly”. (3) The organizational performance The items of four constructs (Financial Control, Customer Satisfaction, Operating Quality and Learning Development) in the English immersion preschools approach “almost agreement”. 2. There are no significant differences existed in the Market Orientation, core competitive competence and organizational performance in the English Immersion Preschools across various background variables. 3. There is positive correlation relationship existed among the constructs of the Market Orientation, core competitive competence and organizational performance in the English Immersion Preschools. 4. “Information Product”can account for between 23% and 54% variances of the core competitive competence (Innovative Ability, Personnel Management Ability, Strategic Manament Ability and Marketing Coping Ability); Innovative Ability, Strategic Manament Ability and Marketing Coping Ability are the primary predictive variables to the “Organizational Performance”.

因應Web 2.0 的關鍵技術及應用發展，傳統行之多年的行銷思維及作法開始面臨極大挑戰。過去沒有人可以想像消費者能在網站上公開評價商品，或直接發表對特定品牌的體驗；也無法想像主題式社群網站能集結社群、部落格的心得文可以影響消費者行為；品牌的行銷活動比過去更多元且富創意，為的就是吸引消費者的眼球注意力；企業甚至願意花時間經營網站社群，為這群利基消費者發展新品牌及產品線。這些現象的背後，反映出我們所處的行銷環境已大不如前，而消費者、企業與品牌之間的關係改變，無疑地，Web 2.0是促成改變的關鍵原因之一。企業面臨網路科技所帶來的思維轉型，該如何有效因應，並調整其行銷思維及作法，是本研究欲探討的重點。 由於現有文獻或研究多半以Web 2.0 對企業單一構面的影響，或是針對特定產業的深入研究，缺乏全面性且多元的比較研究。因此本研究採用探索性研究法的個案研究法，以文獻探討內容為本，並透過深度訪談法獲取第一手資訊，以發展出行銷 2.0 與傳統行銷的比較命題。 經過文獻探討與個案分析後，本研究歸納出九個命題： 1、Web 2.0 平台有助企業體現市場導向思維。 2、Web 2.0 時代的消費者握有行銷研究的主導權，並由他們決定如何建立關係。 3、Web 2.0 時代下，網路使用者因應共同的興趣及目標聚集形成社群，而企業也開始將主題式社群作為市場區隔的依據。 4、Web 2.0 網站平台較能幫助企業有效評估區隔。 5、Web 2.0 網站平台有助廠商蒐集並了解消費者意見，共同打造符合需求的市場定位。 6、Web 2.0 增加企業與消費者的接觸點，也增加 7P 行銷組合的內涵及作法。 7、行銷2.0 不再是企業單方面由上而下決定品牌內涵，而是由企業與消費者共同打造品牌體驗與價值。 8、Web 2.0 平台強化消費者角色本質的轉變，由孤立變為聯合、由無知變為資訊靈通、由被動變為主動。 9、Web 2.0 平台將傳統單向線性的消費者決策模式，轉變為完整迴圈式的流程。 研究發現，Web 2.0 平台賦予消費者十足的空間及舞台，在商業體系中扮演更積極主動的角色，他們不再一味接受企業透過大眾傳媒所傳遞的訊息，反而開始握有行銷研究的主導權，主動調查有興趣的產業及品牌。而消費流程也不再是單次決策，其購後評價及心得也透過Web 2.0 平台反饋，繼續影響其他消費者的購物行為。Web 2.0 在企業與消費者之間扮演的中介角色，不僅讓雙方在對等的平台上良性互動外，也化解過去因為資訊不對稱所造成的誤解及無效率。而消費者行為的種種轉變，對於企業未來在決定市場區隔、目標市場以及行銷組合7P 等均有決定性的影響。 企業不只要妥善經營實體環境的公共關係，虛擬網絡世界的關係也得花心思好好打理，尤其必須掌握科技及網絡世界的溝通經驗，讓網路使用者中的意見領袖發揮其影響力和說服力，為品牌發言也為品牌形象加值，在每個接觸點都不能放過與消費者互動的機會，因為他們也是共同打造品牌體驗的重要角色。未來的行銷是接觸點戰爭，能夠在與消費者的接觸點出奇制勝、良性互動並獲得有利情報的企業，才有機會扭轉劣勢，力創新局。 / In recent years traditional marketing concepts have been evolving and encountering great challenges due to the online applications commonly described as Web 2.0 or social community websites. No one had foreseen that consumers would evaluate products or services directly after purchase on the thematic social media and publish their brand experience openly through Internet. No one had expected that the thematic social media or Blogs could appeal and gather so many members and opinions towards specific topics, which might influence consumers’ decision. Nowadays, marketers are rushing to integrate various forms of social media into marketing planning and are highly motivated to initiate more attractive and creative events to appeal the consumer's eyes. Some enterprises are even willing to develop new product line or sub-brand to fulfill the customer’s needs. Therefore, due to the emergence of Web 2.0, the current marketing environment is quite different than what we are accustomed to. The relations and power structure between customers and brands have been changing. This research focused on how the enterprises reacted to the Web 2.0 technology and changed their mindset, especially marketing concepts and practices. Since there exists no generally accepted definition and demarcation of the term Web 2.0, the majority of studies have been focusing only on changes in certain industries or specific effects that Web 2.0 has brought to marketing. Therefore, we adopted a more general perspective based on previous results and conducted case studies to gather first-hand information and real practice from the industry. Further, we developed and concluded 9 points and made a comparison table (traditional marketing concept versus marketing concepts in Web 2.0 era) to clarify the differences of marketing concepts between traditional and Web 2.0-driven marketing. The key results of the research are: 1. Web2.0 helps enterprises to better form their marketing strategy and because all the departments within the organization can gather valuable information from each interaction point with the customers. Therefore, the consensus and responsiveness is achieved more easily, which means the Market Orientation concept could be realized. 2. Consumers in Web 2.0 era are capable of initiating market research and it is the consumer, rather than the enterprise, that decides how and with which company relations are built up. 3. Web users form communities due to common interests and objectives in Web 2.0 era, and the industries have begun to segment the market based on the different communities. 4. Web 2.0 applications help the enterprises efficiently evaluate if the market segmentation is effective and worthy of investment. 5. Web 2.0 mechanism support the enterprises to gather information and know more about the consumer insights, and also enables the two parties (enterprise and consumers) to collaborate and create the right market positions. 6. Web 2.0 not only increases the interacting points for enterprises and consumers, but also enriches the insights and possibilities of marketing-mix 7Ps (Product/Price/Place/Promotion/People/Physical environment/Process). 7. In Marketing 2.0 era the enterprise could not decide the essence of brands top down, but have to co-create the value and experiences of brands with the customers. 8. Web 2.0 platform enhance the change of the consumer inner character and behavior, from isolation to union, from ignorant to well-informed, from passive to proactive. 9. Web 2.0 platform transformed the traditional consumer decision-making from one way process to completed circles, where individual experience as valuable feedback influences the decisions of other consumers via Web 2.0 applications. As a consequence, the Web 2.0 is affecting not only the field of technology development but also the domains of business strategy and marketing practice. The Web 2.0 platform empowers the consumer and enables them to play more proactive and aggressive roles in the business system. The consumers do not just accept the message from mass media any more, but initiate marketing research themselves, investigating the brands and industries which they are interested with. The purchase decision making is not single and one way process as the personal comments that are disseminated and discussed on the Web 2.0 platforms keep on influencing other consumers’ behavior. The intermediate role that Web 2.0 plays between enterprises and consumers enables new and equal interactions, diminishing the misunderstanding and inefficiency resulted from the past asymmetric information that was mostly dictated by the enterprises. What comes along with the changing consumer behavior is a revolution in market segmentation, target, position and marketing-mix (7Ps). As Web 2.0 is not a clear-cut concept, some researchers have been regarding it as a mere temporary phenomenon that has emerged with new technology. However, its effects on marketing and wide public acceptance suggest that Web 2.0 is here to stay. Indeed, Web 2.0 has a substantial effect on consumer behavior and has contributed to an unprecedented customer empowerment. Therefore in the future, marketers have to pay more attention and put more effort to co-exist and communicate with a powerful customer instead of old-fashioned pushing marketing. Especially the enterprise should capitalize on the experience gained from the Web 2.0 platforms, utilizing the influences and convictions that web opinion leader possess to advocate for the brand. They should not disregard the many interaction points that could build up the brand experience with the consumers. Only those who could capitalize on Web 2.0 applications to gain more insight on consumer behavior, could win the ultimate victory and survive in the extremely competitive marketing war.

創新是否能有助於企業成長與績效提升從過去以來一直是各文獻致力於探討的議題，隨著近年來服務業在各國產值比重有明顯上升的趨勢，許多學者更開始把較無型、較屬於服務業的創新從創新中獨立出來，並稱之為「服務創新」。每家企業的服務創新程度都會隨著企業內部資源與外部環境因素的不同而有所差異，因此本研究將著重在探討企業內外部有哪些因素可能會影響企業發展服務創新，以及在發展服務創新後是否真的能對企業績效表現有著正面的影響。 本研究透過質化的方法對四家台灣的銀行進行深入的訪談，從訪談結果和過去文獻中找出許多影響企業服務創新的因素，這些因素可以被歸納為資源基礎理論所稱的資源，企業透過強化這些內外部的資源將將可在市場上獲得競爭優勢，進而獲得較多的利潤。歸納結果後本研究做出以下論述：就企業內部資源而言（１）企業策略、組織資源與企業網絡、企業風險忍受程度、領導、市場導向皆對企業發展服務創有正面的幫助。（２）資訊科技整合平台應用在銀行業對於服務創新的幫助並不大。（３）就外部因素而言，政府因素、競爭對手模仿創新的能力將不利於企業發展服務創新。（４）企業發展服務創新將可提升整體企業形象與客戶忠誠度，這些都會促使企業績效成長。 　　最後，本研究根據訪談結果與次級資料發現企業內部因素中的組織資源與企業網絡是目前台灣銀行業要發展服務創新致勝的重要關鍵。此外，就企業外部因素來說，台灣目前銀行業的外部環境是不是很有利於服務創新發展，銀行應與政府主管機關多溝通協調，以改善發展環境。 / Whether innovation can affect firm’s performance is an important issue from past literature review. Since service industry become higher share in GDP in many countries, Scholars has departed service innovation from innovation. Every firms have different service innovation level because of different inner and outside resources. Therefore, this research will emphasize on discussing what kind of factors might affect firm to develop service innovation, and whether service innovation can really contribute to firm’s performance. In this research I collect many factors which might affect firms to develop service innovation from deep interviews four banks in Taiwan and past literature review. With those factors, firms can create competitive advantage and earn more profit. And I sort out few proposition as below: (1) If one firm do well at Company Strategy , Network of organizations , Leadership , Risk Tolerance , Market Orientation, then it will develop service innovation better than others firms. (2) IT Integration is not an important factor for developing service innovation in Taiwan’s bank industry. (3) Government Regulation , Competitor Imitate will make disadvantage for developing service innovation. (4) Service innovation will lead better Company Image and Customer Loyalty. Finally, according to the result from interviews and secondary data, I find that Network of organizations is the most important element for bank to get advantage in service innovation. And banks should be more emphasize on reduce disadvantage from external factors.