本研究主要是探討消費者對「無形服務」的外部資訊搜尋行為。根據文獻回顧，將影響外部資訊搜尋的決定因素分為四類：成本效益因素（預期搜尋利益、時間壓力及財務壓力）、消費者心理層面因素（涉入程度及知覺風險）、中介層面因素（消費者知識經驗）以及人口統計變項（性別、年齡、教育程度及所得水準）來分析與外部資訊搜尋行為之間的關係。而研究標的則選擇婚紗攝影業，乃因婚紗攝影在每個人的一生中具有其重要含意，加上產品屬較高價位，故消費者在決定選購之前，會有較明顯的資訊搜尋行為。 本研究採郵寄問卷的方式來搜集樣本，並以複迴歸分析、因徑分析、雙因子變異數分析、及對比檢定來進行統計分析。盼能藉此研究一方面提供服務業一個消費者行為的分析架構，以助其擬定較佳的行銷策略；另一方面希望將「有形產品」的消費者資訊搜尋行為研究延伸至「無形服務」，並與過去在「有形產品」方面的研究結果做一比較，以供未來學術研究參考。 而實證結果發現，心理層面的因素包括消費者涉入程度及消費者知覺風險對外部資訊搜尋行為的解釋力最高。且各層面外部資訊搜尋決定因素與「主觀」的資訊搜尋行為之間的關連性與解釋能力較「客觀」的資訊搜尋行為來得強。此外，雖然以往文獻中所提的資訊搜尋決定因素在本研究中各層面逐一檢定時顯著性多半獲得支持，但合併檢驗時，在客觀資訊搜尋行為方面，只有預期利益、消費者涉入程度兩者呈顯著；在主觀資訊搜尋行為方面則僅有涉入程度及知識經驗呈顯著，可見決定消費者對無形服務的資訊搜尋行為決定因素只有關鍵的幾項，並非所有變數均為決定因素。 在中介層面變項－消費者知識經驗的檢定方面，本研究結果支持了「消費者知識經驗」是其涉入程度與主觀外部資訊搜尋努力程度的中介變項，亦即消費者的涉入程度是透過其消費者知識經驗來影響其主觀外部資訊搜尋努力程度之高低。 而在自變數間交互作用的分析方面，消費者涉入程度與知覺風險具加乘效果，亦即涉入程度高且知覺風險高的消費者其外部資訊搜尋行為會較其他消費者來得多。此外，本研究亦證明了高涉入的消費者其主觀外部搜尋行為與其知識經驗之間的關係為倒Ｕ型。 / This thesis examines the determinants of consumer information search forintangible goods.The emperical model includes such factors that influence the consumer external search behavior: perceiced benefits, time cost, financial cost, invlovement, perceiced risk, knowledge, age, gender,and income. The results find that the main determinant factor are involvement and perceived benefit.

台灣為海島型國家，因自有能源貧乏，99%以上的能源仰賴國外進口。為確保能源供給之穩定與安全，除發展再生能源之外，提高能源終端使用效率為重要之解決手段。熱泵系統因其獨特之節能減碳效果，在歐美先進國家備受重視，極力推廣。基此，考量台灣氣候類型及居住型態，評估熱泵熱水系統的適用性及成本效益分析，爰為本研究之動機與目的。 為了彰顯應用熱泵系統在不同地區氣候條件與能源價格之差異，本研究將台灣劃分為12個地區，並且以電能、LPG桶裝瓦斯、NG管線瓦斯三種現有之住宅用熱水系統作為可供替代之選項，利用迴避成本(Avoided Cost)推估台灣各地區住宅部門改採熱泵熱水系統之成本效益。此外，參考歐美先進國家熱泵系統補助政策，以及台灣現有「太陽能熱水系統推廣獎勵措施」之政府政策補助方案，設定各相關參數，俾模擬政府補貼方案情境下之成本效益分析。 分析結果以淨現值(Net Present Value)、益本比(Benefit-Cost Ratio)及折現回收期(Discounted Payback Period )呈現，結論可從兩個觀點之檢定加以評估。其一、以「參與者檢定」評估是否有足夠的經濟誘因，促使住宅用戶裝設熱泵熱水系統。其二、以「總資源成本檢定」，評估推廣熱泵系統對於整體社會是否具有淨效益。 本研究中全台12個地區，若以熱泵系統取代電能熱水系統、LPG瓦斯熱水系統、NG瓦斯熱水系統三種既有設備，交叉比對之33個替代方案，由「參與者檢定」之結果顯示，所有替代方案之益本比均大於1.1；折現回收期最長達11.3年，最短僅3.2年。若模擬政府補助18,000名用戶採用熱泵系統，則「總資源成本檢定」之結果中，所有替代方案之益本比介乎1至1.73之間；折現回收期最長達14.9年，最短僅5.4年；住宅部門以熱泵替代現有電能、LPG瓦斯、NG瓦斯熱水系統至少可降低碳排放量每年2,707公噸。三種替代類別中以電能熱水系統替代方案益本比最高(介乎1.55至1.73)；LPG瓦斯替代方案之益本比居次(介乎1.19至1.28)；NG瓦斯替代方案益本比最低(介乎1.0至1.06)。全台12個地區考量環境溫度差異之影響以南投分區改採熱泵系統的益本比最高(電能替代1.73、LPG瓦斯替代1.28、NG瓦斯替代1.06)，屏東分區的益本比為最低(電能替代1.55、LPG瓦斯替代1.19、NG瓦斯替代1.0)。 若考量熱泵系統市場滲透率，以熱泵取代NG瓦斯熱水系統之市佔率達5%、20%、50%時，台灣整體社會的淨現值分別為251百萬元、1,006百萬元與2,514百萬元，且每年可減少碳排放量27,169公噸、108,675公噸以及271,687公噸。 / As an island country, 99% energy supply in Taiwan depends on importation due to the very limited endogenous energy. In order to maintain both energy security and stability, improving energy efficiency of consumer end-use is an important government policy. Heat pump systems have been widely applied and strongly promoted in Europe and United State for its uniquely energy saving and CO2 reducing capability. Therefore, the motivation of this study is to access the regional applicability of heat pump water heating system for Taiwan’s climate and residential building types by cost-benefit analysis method. To demonstrate the regional difference of climatic conditions and energy prices heat pump application, Taiwan is divided in twelve regions with three kinds of alternative residential water heating systems (i.e. electric heating, LPG tank heating, and NG pipe heating). Under these conditions, we utilize the avoided cost method to access itemized costs and benefits of heat pump water heating systems in various regional families in Taiwan. In addition, referring to heat pump incentive scheme in advanced European countries and North America while considering solar water heating systems incentive policy in Taiwan, we also simulate variation of parameters (such as cash rebate subside, total residential heat pump user numbers )of heat pump system subsidy program. The outcome of cost-benefit analysis is presented in a form as net present value (NPV), benefit-cost ratio (BCR), and discounted payback period (DP). The results could be analyzed by test from two different perspectives including Participant Test (PCT) from participant perspective and Total Resource Cost Test (TRC) from overall sociality perspective. All of the 33 alternative programs constituted by 12 regions with electric , LPG and NG systems, for PCT, BCR, all 33 alternative programs are greater than 1.1; DP are between 3.2 to 11.3 years. For TRC, BCR, all 33 alternative programs are greater than 1 but less than 1.73; DP are between 5.4 to 14.9 years. Residential building adopting heat pump could reduce 2,707 tons carbon emissions annually. For the three types of alternative system, BCR of electric heating alternative program is the largest and NG alternative program being the least. For all of the 12 regions, BCR of Nantou region is the largest for adopting heat pump while BCR of Pingtung region is the smallest. NPV of overall Taiwan with market penetration reaching 5%, 20% and 50% substitution rate from heat pump system to NG water heating system are 251 million NT$, 1,006 million NT$, and 2,514 million NT$ respectively. Carbon emissions reduce 27,169 tons, 108,675 tons and 271,687 tons annually.

教師申訴制度自民國84年運行迄今，已近十個寒暑。相關之法令規範是否完備？申評會在實務運作上，是否有其他的因應或變通作法？另外，理想之教師申訴制度，應該具備哪些要求？而現行制度之內涵是否具備這些要求？若有所欠缺，又應如何調整？ 本文乃結合法制規範與實務，就教師申訴制度進行全面性之研究與檢討。其中，在實務研究素材之選取上，係以中央申評會之相關見解、案例、組織與程序之實際運作情形，為主要研究對象。 本文認為，為貫徹憲法第16條保障訴願權之本旨，教師申訴程序亦應踐行「正當法律程序」。而其應具備「公平」、「公正」、「效率」與「公開」四項要求，始符合憲法保障之正當程序；並為理想之教師申訴制度。 觀察現行制度，本文發現教師法及評議準則之規範並不充足，而仍有許多疏漏。實務上為解決實際運作所遭遇之困難，雖然已自行發展出若干因應或變通作法，以填補規範之漏洞；不過，其補充尚有未足，且有些作法亦有待商榷。以致於教師申訴制度仍有諸多不符合上開四項要求之缺失而尚待改進。 本文認為，救濟制度應講求單純，而僅設立單一的救濟途徑，以避免衍生更多問題；另外，並應充分利用有限之行政資源，致力於此單一救濟途徑之完善化。因此，將來應以教師申訴作為教師唯一之行政救濟途徑，而排除訴願途徑；並以「強化申評會組成之公平與公正；追求程序進行之效率；配合適當資訊之公開」作為改革方向，追求公平、公正、效率與公開四項要求之均衡實踐！

在數位內容下載市場蓬勃發展的同時，非法傳輸的流量亦不惶多讓，是以DRM機制成為了著作權利人進入網路世界的絕佳後盾，以DRM提高複製的門檻，並據以實施其商業模式，故於各數位內容核心產業皆可見DRM應用之蹤跡，卻同時引發了究竟DRM是Digital “Rights” Management 亦或Digital “Restriction” Management的爭議。是天使？或是惡魔？便形成了人們對於DRM的不同觀感。 本研究係從技術、法律以及管理三個面向分別切入，由技術面看DRM保護著作物之極限何在，由法律面看相關科技保護措施之立法造成何種影響，合理使用的空間是否因DRM之實施而造成限縮，接著由管理面向看DRM在數位內容產業價值鏈中所扮演之角色及其與價值鏈上各端權力角力衝突之關係，最後由標準面看目前DRM相關標準的運作以及互通性標準的發展趨勢。並從個案研究觀察DRM在不同產業情境中的應用。 本研究認為，DRM技術本身是中性的，其關鍵在於商業設計運用。而在盜版問題無法完全根絕之情況下，以DRM作為因應之道將使得受限內容之經濟價值不若自由流通之內容，因為內容產業的發展關鍵在於「人氣」，而盜版永遠無法取代創意與使用者對於內容之需求。因此，既然無法防堵非法傳輸之現象，則不妨與之直接面對面進行作戰，權利人既掌握了關鍵的內容，則可以針對盜版的弱點提供更優質的服務。就我國目前數位內容產業發展之情境來看，現階段或許有採取DRM進行保護的必要性，以便在推動合法消費市場之際，平衡兼顧保護著作權人以及著作利用人之權益。然而，在虛擬世界中欲全面防堵非法散佈有其技術上之侷限性，消費者亦多半養成了免費取得之使用模式與心態，因此長期而言，或許應設法從創新的商業模式來扭轉此態勢。 / Though the use of digital rights management (DRM) has been controversial, it is still widely used in the digital world. Advocates think of DRM as an indispensable way to prevent unauthorized duplication and dissemination of copyrighted works while opponents often suggest that the term “rights” should be replaced by “restriction” to best describe how DRM works. This thesis aims to analyze the issues of DRM from three perspectives. First starting with the technical point of view to see how DRM works and found out that DRM technology does have its limitation for copyright protection. That’s the reason why treaties and legislations such as the WCT, WPPT, and DMCA are needed to build the last ditch in the war with piracy. However, the attempt backfired as companies other than rights holders used it as a way to prevent market competition. As the rights holders can effectively control the access of their work with DRM, there comes another dispute about the “Paracopyright” effect. Most important of all, the use of DRM divests the users of the rights they had in the analog world, such as simply lending a book to a friend. From the perspective of management, a cost benefit analysis indicates that the benefit of using DRM to prevent unauthorized duplication obviously overwhelms by its cost and risk. In the context where the content providers, service providers, and device manufacturers all attempt to dominate the whole value chain, DRM also became one of the most powerful instruments for that purpose. Closed ecosystems are built one after another especially in the online music industry in order to bundle the consumers with specific players and music services and thus caused the antitrust issue. The online music industry and the e-book industry were chosen as case studies in the fourth chapter of the thesis. Based on different industry context, DRM strategy and its impact would differ and therefore results in a variety of business models. For example, the consumers in the US are relatively more aware of the use of DRM and are more willing to pay for authorized content. In contrast, the awareness of DRM of consumers in Taiwan is much lower and the price they are willing to pay is also far lower than what the music labels can accept. As a result, the streaming model prevails over pay-per-download model in the online music market of Taiwan. And the feasibility and necessity of DRM also varies in different industries. Before the digitalization of books, authors already had libraries providing free copies as piracy do today, and the prevalence of scanning machines and copy machines makes it even harder to prevent illegal file sharing. Accordingly, there is far less reason to use DRM in the e-book industry than in the online music industry. DRM technology is neutral in itself, and the key point is how it is designed based on different business models. The defect of DRM is neither a technical nor a legal issue, but rather a business issue. As piracy can never be eradicated, coping it with DRM would only make the value of restricted contents much less than freely distributed contents. Popularity is what really matters in the content industry. DRM has its technical limit and causes so many legal issues accompanied with the cost and risk of maintaining such fragile systems. What rights holders have in hand are the creativity and the market’s need for new content, which could never be replaced by piracy. So why not fight it face to face? Digital content industry is considered one of the most promising industries in Taiwan. However, local consumers have entrenched mindset of “free” contents. In present context, DRM is somehow needed while promoting the growth of legal market, in order to provide sufficient incentive to enrich the society with more and more creativity, and fairly protect both the rights of content providers and content users. But in the long run, a more creative or even subversive business model should be the solution to meet the trend of digital convergence.

過去電力事業為了滿足電力用戶之需求，對於新電源之開發不遺餘力。然而由於電力事業近年來在供給面規劃屢遭當地居民抗爭而受阻，因而晚近轉而強調用戶需求面之管理。 本文針對台電公司現行需求面管理之「用戶計劃性減少用電措施」四種方案進行研析。首先設定簡化條件，將四種方案予以模型化，利用經濟剩餘模型，進行邊際分析，探討台電公司提供優惠之折扣比例及電力的價格需求彈性如何參與用戶抑低容量以及消費者剩餘、生產者剩餘分配之效果。分析結果顯示：「計劃性（二）」抑低用戶負載容量最高，且參與用戶之消費者剩餘最多；「計劃性（一）」抑低用戶負載容量最低，且參與用戶之消費者剩餘最少。另一方面，若從電力公司之視角觀之，「計劃性（二）」之生產者剩餘最低，而「計劃性（一）」之生產者剩餘最高。 經濟剩餘模型分析中，由於未能充分考慮供需雙方之潛在成本與效益，因此實務上之解釋能力有其侷限之處。基於上述緣由，本文接著藉由成本效益分析，將方案實施之潛在成本與效益納入考量，分別從參與用戶之角度進行參與者檢定（Participant Cost Test, PCT）以及從電力公司之角度進行公用事業成本檢定（Utility Cost Test, UCT），以檢視不同方案在不同觀點下之績效表現。成本效益分析結果顯示：在PCT檢定下，「計劃性（四）」參與用戶之益本比最高，「計劃性（二）」參與用戶之益本比最低。而在UCT檢定下，「計劃性（一）」電力公司益本比最高，「計劃性（四）」電力公司益本比最低。將成本效益分析與經濟剩餘模型比較後可發現，用戶抑低容量高的方案對於電力公司而言未必最有利。 最後，為進一步探討關鍵變數變動造成不同方案間成本效益值之影響，因此進行敏感度分析。敏感度分析的結果顯示：若電力公司為吸引用戶而提高誘因，增加各方案給予用戶優惠折扣之比例，以參與用戶角度而言，「計劃性（四）」參與者檢定之益本比提高幅度最大；以電力公司角度而言，「計劃性（四）」公用事業成本檢定之益本比降低幅度最大。若電力公司提高參與用戶每次抑低用電負載之時數，以參與用戶角度而言，「計劃性（四）」參與者檢定之益本比降低幅度最大；以電力公司角度而言，「計劃性（四）」之公用事業成本檢定益本比提高幅度最大。 / In order to meet the users’ demand of electricity, the electric power utility spared no effort to develop the new power plant in the past. However, in recent years, the electric power utility have been hampered by local residents on supply-side planning, thus more emphasize is being put on users’ demand-side management（DSM）. This paper aims to analyze four projects of Taipower’s existing demand-side management of “incentive plan for customers’ scheduled load curtailment program”. First, we set several simplified conditions for modeling the projects. By using the economic surplus model and conducting the marginal analysis, the impact from the discount incentive provided by the utility and the elasticity of electricity price demand is explored－on participants’ load capacity reduction and the distribution of consumer surplus and producer surplus. The results of economic surplus model showed "project 2" curtails the maximum load capacity and with the highest consumer surplus; "project 1" curtails the minimum load capacity and with the lowest consumer surplus. On the other hand, in the Taipower's point of view, "project 2" provides with the lowest producer surplus while "project 1" gives the highest producer surplus. In the economic surplus model, since the potential costs and benefit were not fully considered in both supply and demand sides, several limitations exist on this model. Based on the above reasons, we utilize the cost benefit analysis, taking the potential cost and benefit into account and conducting Participant Cost Test（PCT） from the participants’ perspective and Utility Cost Test（UCT）from the utility’s perspective to examine the performance under different 4 DSM projects in different point of view. The results of cost benefit analysis showed that in the PCT test, the "project 4" comes up with the highest benefit cost ratio while "project 2" has the lowest cost benefit ratio. In the UCT test, the "project 1" has the highest cost benefit ratio while "project 4" came with the lowest cost benefit ratio. Comparing the cost benefit analysis with the economic surplus model, we could find that the project with the most load capacity reduction may not be the most favorable project for the utility. Finally, in order to further explore the key variables affecting the cost and benefit value in different projects, we simulated several scenarios for sensitivity analysis. The results of the sensitivity analysis showed that if the utility increases incentives to increase four projects’ ratio of discount for attracting participant, in the participants’ perspective, "project 4" would have the most changed rate of cost benefit ratio（increase）; in the utility's perspective, "project 4" would have the highest adjusted rate of cost benefit ratio（decrease）. If the utility increases the load curtailment duration each time, in the participants’ perspective, "project4" would have the highest adjusted rate of cost benefit ratio（decrease） ; in the utility’s perspective, " project4 " would have the highest adjusted rate of cost benefit ratio（increase）.