本研究利用「平衡計分卡」之觀念，以我國中、小型產險業為對象，探討及建議其建立策略核心組織之相關作法。首先以總體性的經營危機，喚醒業界對「經濟任務」之關注，而平衡計分卡經評估與實證之經驗為最有效的策略執行工具，提供了經濟任務達成之具體藍圖。認識「平衡計分卡」之關鍵精神外，業界必須從基本體認「策略管理」理論主張，再深入分析計分卡轉化策略為營運架構的五個構面：財務面、顧客面、績效行銷面、內部流程面及學習與成長面。接著，以正確的認知，構築策略地圖與計分卡-策略規劃流程圖與績效衡量系統(法則一)，它強化了企業策略執行面的語言，並奠定推展「策略核心組織」之後續法則基礎：法則二、以策略為核心整合組織資源、法則三，將策略落實為每個人的日常工作、法則四、讓策略成為持續性循環流程、法則五，由高階領導帶動變革，透過這些法則流程引導產險業「變革計劃」之執行。其中，以筆者創意之目標市場：「溫心小棧」為本研究之主要差異化策略、並利用績效行銷構面中之計量模型，在一定前提性假設下，估算出每張保險單之實效額以及示範性之部門間「服務協約」、整合性獎勵辦法、修正式預算制度等，使業界於應用平衡計分卡時具實務上之可行性。 關鍵字：平衡計分卡、策略核心組織、經濟任務、五個構面、變革計劃、溫心小棧 / This thesis undertakes the Balanced Scorecard (BSC) concept to examine the issues related to establishing a strategy-focused organization for the small and medium non-life insurance companies in Taiwan. It emphasizes on the issue of macro-business crisis and intends to awake the target companies' perception on their economy mission. The BSC is one vehicle in strategy implementation based upon survey and practical application, and able to accomplish economy mission of target companies with streamlined map. With respect of the BSC fundamentals, target companies need to understand the basic proposition of strategy management planning, then analyze five perspectives of the BSC, namely finance, customer, performance, marketing,internal, and learning and growth. With the above perceptions, the following rules need to be undertaken： establishing a strategy map and scorecard (rule 1), integrating resources of organizations under the strategy (rule 2), transforming the strategy into the staff’s routine job (rule 3), making the strategy as a continuing procedure (rule 4) and conducting a change plan by the senior management (rule 5). As the conclusive recommendation, certain mechanisms integrated for facilitating practical availability are submitted to small and medium non-life insurance companies in Taiwan： 1. Key differentiated strategy - targeted markets： a “Sweet Inn”; 2. Merit evaluated based on certain assumptions; 3. Demonstrated service agreements among units； 4. Integrated compensation system; and 5. Revised budgeting plans. Keywords: The Balanced Scorecard、The Strategy-Focused Organization、Economy Mission、Five Perspectives、Change Plan、Sweet Inn

本文從對環境危機的關懷切入，討論人類中心論如何造成人類對大自然的恣意剝削與破壞，包括基督教義、理性主義、機械世界觀等等，使人類將自然界當作實現個人利益的工具。隨之而起的是「生態中心的轉向」，人類逐漸把自己看做是更大尺度主體的一份子，大自然本身應該是一個具備自我組織與生發能力的有機體，其中每一個組成份子都有其價值與意義。 生態中心論包括大地倫理學、深層生態學及蓋婭理論，其對於大自然與人類的觀點，以及環境倫理的看法，與中國的道家哲學十分相近。於是本文接著從道家思想中，闡明其與生態中心論共通之處。最終得出三個要點，堪做為環境教育的啟示： 1.人應領悟到自身與大自然之間密不可分的關係，並且尋回其間的連結。 2.人應有充分的機會體驗這種連結，並致力回復大自然運作的規律。 3.人應努力實踐自身與大自然的共生；達到逍遙無為的和諧自由之境。 從這三點出發，筆者認為一切的環境教育與環保作為，在知其然之外，更重要的是知其所以然。人既然與自然性本一體，就應該從這一點出發建構環境教育的核心基礎。於是提出召喚、共鳴與覺醒的三個步驟。 召喚原則對應的是人是否具備真誠面對自身生命狀態的品質；而在教育原理中，必須重視啟發性的原則，透過故事、感動的經驗、美好的圖像、與大自然親密的互動等等，喚起個體內在與大自然的本來連結。 第二步驟，是讓個體盡可能地經驗大自然與人類之間密不可分的關係，以及大自然如何以極度的包容性與豐富性，含納萬物。其中對應到的人性品質是「愛」，一種一體感與連結感的體驗。體驗性是其中必要的教育原則。 最後，在了悟天人合一、物我和諧的真相之後，個體便可以達到充分認識自己與自然、以及界限所在的「覺醒」狀態，其中隱含的人性品質為「自由」。儘管自由是不易達到的，但個體在覺醒的狀況下實踐自身最大的利益，亦是充滿意義的奮鬥過程；也因此，到了這一步，環境教育可以真正讓一個置身大自然中的人類，清楚而堅定地為保護環境獻身。 整體而言，本文嘗試建構一個環境教育的進路，使自然中的小生命，回歸到生命與自然的真實面貌，並從此一更深廣的本質出發，以達到最終生命意義的實現。而第五章討論之華德福教育中的環境教育觀，亦為本文之結論提供旁證。 / To look for a proper approach of environmental education, through concerning recent worldly crisis, the study take three aspects of seeing the relation between human beings and the nature, as the source of homo-centrism. They are Christian, Rationalism and mechanical paradigm of science. Composite to the points of human-centrism, eco-centrism, including “land ethics”, “deep ecology” and “Gaia theory”, arose as a reflection to see the nature as more holistic and lively system. The ancient Chinese philosophy, Daoism, corresponds eco-centrism on a higher and more self-realizing level. These two theories, eco-centrism and Daoism, both dedicate an approach of environmental education to the common nature of human and the nature itself. Only through define selfness as part of nature, human beings will take responsibility for environment. The task of education is to recall the same essence of the nature and human beings, and experience it plenty, then to reach a clear conscious of being in nature. The approach of teaching and curriculum of Waldorf Steiner school is taken as an example to reflect three concepts held by the author. These three concepts raised, initiating, experiencing and practicing, are the conclusion of this study.

兩岸關係研究除了在方法論、理論概念層面中出現「宏觀結構」與「微觀理性」的衝突外，針對兩岸的交流互動的發展模式、政策動力、具體影響又衍生出「國家中心」與「社會中心」的爭議。這使得學術社群在解釋胡錦濤對台政策的內內容，出現了「蕭規曹隨」與「制度創新」以及「政治主宰」與「經濟誘導」等兩組對立的問題群組。 為了從方法論上建構研究分析的新框架，處理「理性與結構」的衝突，本研究採取「歷史制度主義」的認知觀點，假設「胡錦濤的理性抉擇及其政策行動，是鑲嵌於歷史情境與結構轉型的系絡內容中」。這意味胡錦濤的對台政策並非是在憑空與任意的環境條件下進行，其理性抉擇是歷史情境與結構轉型下的產物，具有「情境理性」的屬性。更重要的是，結構轉型的過程與內容，不僅提供對台政策作為的「初始條件」，也產生了「路徑依賴」的變遷與發展軌跡。 此外，中共對台政策固然有其合法性的政治邏輯與前提，但是不能忽略經濟社會因素對於政策產出的輔助性、補充性的思維；經濟社會的誘因功能雖然促成兩岸關係的互賴整合，卻難以取代國家權力的主導性作用。更重要的是，對台政策的分析，不可能孤立或外在於中國大陸政治、經濟社會發展脈絡中，應當與改革開放以來的整體規劃互為接軌。因此，「國家統合主義」的思維提供了本研究理論的切入點換言之。

「中華人民共和國勞動合同法」於2008年1月1日施行，導致企業用人成本提高，於是企業開始採取一些變革策略，這些策略包括1.全盤接受2.廠區內遷3.招聘退休人員4.自動化及工作外包5.遇缺不補或凍結人事6.要求員工辭職7.裁員8.勞動契約到期不續簽9.提前簽定勞動契約10.轉移員工至派遣公司11.歇業12.關廠13.外移14.棄廠潛逃等。本研究依照「接受法令」的程度，將14項變革策略分為『接受法令』、『接受但有措施因應』、『閃躲法令規定』及『不接受規定』等四類，總計收集大陸台商及員工有效樣本168份，並進行這四類在員工心理契約、組織承諾、組織核心競爭力、及組織績效量表上的信效度分析、變異數分析、及事後考驗，希冀可以作為政策發展者及企業決策者之重要參考。 / 本研究結果顯示：1.各量表之信效度頗高，在心理契約、組織核心競爭力、與組織績效方面，『接受法令』組顯著地優於『閃躲法令規定』組。2.在心理契約及組織績效方面，『接受法令』組的分數也顯著地比『接受但有措施因應』組及『不接受規定』組為佳。3.若將『接受法令』、『接受但有措施因應』歸為接受組，『閃躲法令規定』及『不接受規定』歸為拒絕組時，接受與拒絕組在員工心理契約、組織核心競爭力、及組織績效皆有顯著的差異。最後，研究者嘗試提出「變革策略之競爭力模式」。 / 總而言之，本研究結果支持心理契約、組織承諾對組織核心競爭力、及組織績效的影響，且亦支持組織核心競爭力對組織績效的影響。另外，建議後續研究者或可配合人力銀行或中國學術研究單位，再進一步進行縱貫性研究。最後本研究提出後續學術研究與實務應用之建議。 / "Labor Contract Law" in People's Republic of China was implemented on January 1, 2008. Since this Law, the corporate was increased personnel costs and started taking some change strategies. These change strategies including: 1.Entirely accept 2.Moving the factories to inland 3.Recruiting retirees 4.Automation and job-outsourcing 5. Recruiting freeze 6.Asking Staff for resignation 7.Layoff 8.Contratct un-renewed 9.Signing contracts before the Law was implemented 10.Transfering staffs to temporary worker services 11.Shutting down the business 12.Closing factories 13.Relocation 14. Abandoning factories and absconding. According to the degrees of “acceptance of the Law”, this study divided these change strategies into four categories, including “Accept”, “Accept, but taking actions”, “Dodging the Law by taking actions”, and “Un-accept”. / This study collected 168 samples, and used ANOVA and post-tests to know how these strategies can influence on employees’ psychological contract, employees’ organizational commitment, organizational core competitiveness and organizational performance. / According to the results of this study: 1.the reliability and validity of the scales were high, and the scores of “Accept” in employees’ psychological contract, organizational core competitiveness, and organizational performance were significantly higher than the scores of “Dodging the Law by taking actions”; 2.the scores of “Accept” in employees’ psychological contract and organizational performance were significantly higher than the scores of “Accept, but taking actions” and “Un-accept”; 3.when author divided these four categories into accept group and refuse group, there are significant difference between the scores of employees’ psychological contract, organizational core competitiveness, and organizational performance. Finally, “Organization change of competitiveness model” was proposed. / In summary, this study showed that employees’ psychological contract and organizational commitment do have the influence to organizational core competitiveness and organizational performance. It also showed that the organizational core competitiveness can influence the organizational performance. In conclusion, the model of this study and substantial suggestions were proposed for follow-up academic studies and practical applications.

本研究主要目的在根據落差理論建構大學校院輔諮中心輔導服務品質指標與輔導服務品質影響因素，並編製「輔導服務品質量表」及「輔導服務品質影響因素量表」以探討大學校院輔諮中心輔導服務品質現況。依此目的，本研究首先對專家學者、學務長、輔諮中心主任與學生等23人進行訪談，歸納出大學校院輔諮中心的輔導服務品質包含六大指標：「有形性」、「可靠性」、「反應性」、「保證性」、「體貼性」、「認同性」。影響輔導服務品質有四個影響因素，管理階層認知向度、品質承諾向度、輔導服務人員之知能與態度與宣導與溝通向度。 　　本研究以德懷術專家諮詢編製輔導服務品質量表與輔導服務品質影響因素量表。 　　本研究以問卷調查法探討輔導服務品質與影響因素之間的關係與大學校院輔諮中心輔導服務品質的評估。研究對象為98所大學校院輔諮中心的379位輔導老師，與24所學校的1343名學生。資料分析的方法為t考驗、單因子變異數分析、逐步多元迴歸分析。 　　主要研究結果如下： 　　第一，不同背景輔導老師方面：(一)公立學校和私立學校的輔導老師對於其所服務學校輔諮中心的輔導服務品質與輔導服務品質影響因素的評估沒有差異。(二)一般大學和技職院校輔導老師對於其所服務學校輔諮中心的輔導服務品質與其影響因素的評估沒有差異。僅在影響因素的組成因素「員工適配」方面有差異。(三)北一區、北二區、中區以及南區四區大學校院輔諮中心的輔導老師對於其所服務學校輔諮中心的輔導服務品質與輔導服務品質影響因素的評估沒有差異。僅在輔導服務品質指標的「有形性」方面有差異。(四)男性和女性輔導老師對於其所服務學校輔導服務品質的評估沒有差異，但是對影響因素的評估有差異。(五)不同年資輔導老師對於其所服務學校輔諮中心輔導服務品質與輔導服務品質影響因素的評估沒有差異。(六)不論是主任、專任輔導老師、專任心理師、資教輔導老師對於其所服務學校輔導服務品質的評估沒有差異。在影響因素方面，輔導主任的評估都較其他老師較好。(七)不論輔導老師的背景為輔諮專業、相關科系或是非輔諮專業，對於其所服務學校輔導服務品質與輔導服務品質影響因素的評估沒有差異。在影響因素方面組成因素方面有差異。(八)不同教育程度的輔導老師對於其所服務學校輔導服務品質與輔導服務品質影響因素的評估有顯著差異。 　　第二，不同背景學生方面：(一)男學生和女學生對於其所就讀學校輔導服務品質的評估有差異。(二)公立學校和私立學校學生對於其所就讀學校輔諮中心的輔導服務品質的評估沒有差異。(三)不同性質學校學生對於輔導服務品質的評估有差異。(四)不同年級學生對於輔導服務品質的評估有差異。(五)有接受輔導服務經驗的學生比無接受輔導服務經驗的學生對輔諮中心輔導服務品質的評估較好。 　　第三．輔導服務品質指標與輔導服務品質影響因素組成因素之間的關係。(一)「品質承諾」、「控制力」對於輔導服務品質的「有形性」較具有預測力。(二)「員工適配」、「目標設置」、「加強宣導」、「工作標準化」與「學生需求調查」對於輔導服務品質的「可靠性」較具有預測力。(三)「員工適配」、「水平溝通」、「加強宣導」、「學生需求調查」、「監控系統」與「工作標準化」對於輔導服務品質「反應性」較具有預測力。(四)「員工適配」、「控制力」、「加強宣導」、「水平溝通」、「監控系統」與「學生需求調查」對於輔導服務品質「保證性」較具有預測力。(五)「員工適配」、「加強宣導」、「工作標準化」對於輔導服務品質「體貼性」較具有預測力。其中「員工適配」為主要預測變項。(六) 「品質承諾」、「加強宣導」、「水平溝通」、「團隊合作」與「目標設置」對於輔導服務品質的「認同性」較具有預測力。 　　最後，根據研究結果對輔導實務工作及未來相關研究提出建議以供參考。 / The main purpose of this research was to construct fundamental indicators of counseling service quality, develop an inventory of counseling service quality, and assess counseling service quality of university counseling centers. This research was conducted under three processes. First, semistructured interviews of professional scholars, deans of student affairs, directors of counseling center and students were conducted. Six indicators of counseling service quality were obtained from analyzing the responses as follows: tangibility, reliability, responsiveness, assurance, empathy and identification. The determinants of counseling service quality involved managers’ perception of students’ expectations, management commitment to service quality, counselors’ competence and attitude, as well as propagation and communication. Several specific criteria emerged for each of the determinants. Second, the inventory was constructed under the framework of literature review and Delphi method. The inventory was finally sent to 379 counselors and 1343 students from 24 universities in Taiwan. The data was analyzed by t-test, one-way ANOVA, and stepwise regression. Our findings are summarized below: First, regarding counselors of different backgrounds: (1) No differences were found between the public and private university counselors in perceived counseling service quality. The same results were found between counselors of differing seniority. (2) The perceived “employee-job fit” of university counselors was better than that of those from vocational university. (3) The perceived tangibility of the first district in northern universities was greater than that of southern universities. (4) There were disparities in the assessment of determinants of counseling service quality between male and female counselors. The same was true with counselors of different professional backgrounds. (5) The perceived counseling service quality of the director and counselors with doctorate degrees from the university counseling center was better than that of other counselors. Second, students with different backgrounds: (1) The perceived counseling service quality was different between males and females, universities and technological universities, different grades, and possessing or not possessing prior counseling experience. (2) No differences were found between public and private university students in perceived counseling service quality. Third, the relationship between counselor service quality indicators and factors of counselor service quality: (1) The criteria of management commitment to service quality and perceived control were the two major factors in predicting the tangibility of counseling service quality. (2) The criteria of “employee-job fit”, goal-setting, propagation-enhancement, task standardization, and student request investigation were the five major factors in predicting the reliability of counseling service quality.3. The criteria of “employee-job fit”, horizontal communication, propagation-enhancement, student request investigation, supervisory control systems, and task standardization were the six major factors in predicting the responsiveness of counseling service quality.4. The criteria of employee-job fit, perceived control, propagation-enhancement, horizontal communication, supervisory control systems, and student research orientation were the six major factors in predicting the assurance of counseling service quality. (5) The criteria of employee-job fit, propagation-enhancement, and task standardization were the six major factors in predicting the empathy of counseling service quality.(6) The criteria of management commitment to service quality, propagation-enhancement, horizontal communication, teamwork and goal-setting were the four major factors in predicting counseling service quality. Based on the results of this study, we have proposed some suggestions and provided reference materials for the counseling profession as well as for the pursuit of further research in this area.

国立情報学研究所で電子化したコンテンツを使用している。

国立情報学研究所で電子化したコンテンツを使用している。

隨著中國大陸及東南亞照明燈具產業設備的擴增，和廉價勞力成本的威脅以及受到整體大環境的不利因素，台灣燈具照明業者持續面臨著強敵環伺的處境，無疑對燈具出口貿易更是雪上加霜。但隨著近幾年來環保意識提昇及保護環境愛地球的觀念趨勢下，各國紛紛倡導綠能生活、節能減碳，更是為本研究個案公司創造新的轉型契機。 本研究個案公司藉此一波「綠能生活」趨勢轉折點，重新尋求企業定位並調整公司營運方向，利用顧客對燈具照明需求從傳統白熾燈轉變為LED照明和結合智能科技概念，並藉此導入核心顧客關係管理之經營理念，讓行銷聚焦於”挖掘需求,解決痛點,主動積極、細緻貼心”的顧客服務，塑造堅強之顧問式銷售團隊，深入暸解金字塔最上層之20%核心顧客需求並提供解決方案，增進顧客價值最大化，讓雙方合作形成牢不可破之「夥伴與合作式的核心顧客管理」，孕育雙方命運共同體的革命情感，創造雙方共同價值及雙贏策略。 有鑑於此，本研究個案公司利用個案公司中小企業特性，在資源有限的前提 下，推廣核心顧客關係管理的過程。首先，運用Barrett(1986)提出80/20 法則定律的行銷手法，搭配Malcolm McDonald和Beth Rogers(2006)將核心客戶管理分為六個階段，接著運用HouLun和TangXiaowo(2007)指出顧客價值具有雙重屬性，即顧客感知價值和顧客資產價值。個案公司不只是提供產品創造業績的顧客資產價值，而是再升級為顧客感知價值，”挖掘需求,解決痛點,主動積極、細緻貼心”超越客戶需求的顧客服務，將核心客戶關係管理的理論與實際行銷互相配合，創造個案公司與核心客戶的雙贏。 / With upgrading lighting industry of the mainland China and Southeast Asia, the threat of cheap labor costs and the overall environment of the negative factors, Taiwan's lighting industry continues to face the situation of a powerful enemy around, the lighting export performance is getting worse without doubt. However, with the environmental protection awareness in recent years to enhance and protect the environment of the Earth of trend concept in the world, countries have advocated green energy, energy saving and carbon reduction. Meantime, it brings new opportunities of transformation for the case study company. In this case study, the company turned to the trend of "green energy" which can re-locate and adjust the operating direction of company. The company transformed the lighting trend from traditional incandescent lamp to LED lighting integrated intelligent technology concept become core customer management business. The marketing focused on "find out the needs, solve the pain points, be aggressive and positive, detailed caring service”. To build a strong consultative sales team, to understand deeply of the top 20% of the pyramid core customers’needs,to provide solutions to enhance customer value maximization, so that the corporation of the two parties can make an unbreakable "partnership and cooperative key account management" to create mutual values and win-win strategy. In view of this, the study of the case of small and medium enterprises using the characteristics of SMEs in the premise of limited resources, First of all, the promotion of core customer relationship management process, this paper divides key account management into six stages by using Barrett's (1986) marketing approach of 80/20 rule and Malcolm McDonald and Beth Rogers (2006), then using HouLun and Tang Xiaowo (2007) to point out that customer value has dual Attributes, named customer perceived value and customer asset value. Case-based company is not only to provide customers with product creation performance value of assets, but also upgrade customer perceived value. More than customers’expectation to "Find out the needs, solve the pain points, be aggressive and positive, detailed caring service”. Key account relationship management theory and the practical marketing of the interaction between the case in the company and the core customers to create win-win situation.

無

本論文欲陳述現象學經驗的產生來由，因此首當從經驗的實質意涵入手，藉由經驗意向本質的揭露來指陳其發生原因。所以，相關於經驗是什麼，我們也就進一步探討經驗和被經驗所掌握的對象間之關係。於是我們問，這是一種「實在」關係，一一對應的關係嗎，還是可以被經驗豐富詮釋的關係？是一種基礎論的知識類型？若是，什麼意義下的基礎論，若否，又是側重什麼問題意識呢？心理活動和被經驗對象之間的關係為何？經驗如何客觀地掌握對象，對象在哪裡被掌握，知識是什麼？是心理經驗法則的結果嗎，這會造成什麼樣的認識論困局呢？相較於分析哲學從語言分析的途徑入手來解釋客觀知識如何獲得的問題，胡賽爾又如何從現象之為現象的分析描述中來揭露我們和世界之間所發生的種種事端呢？這些問題在本論文將有進一步說明。