本文探討航空運送人和旅客之運送契約因係雙務契約，旅客機票價款之給付是否為唯一的契約義務？而航空公司在整個運送之過程中，絕非單純地將旅客由一地運送至另一地，其究應如何完整地履行運送契約？而我國在國際航空公約中均非會員國，但因航空運送之國際性，諸多的航空運送公約條款究如何牽動我國航空運送人和旅客間的權利義務？其內容為何？又如何適用？ 而在航空運送實務中最常發生的運送糾紛，如班機誤點、取消或旅客遭取消機位等問題，如何認定航空運送人的責任及如何對旅客為損害賠償，航空公司又應有如何的即時補救措施，始符合運送契約之本旨及公平之原則，復佐以司法判決，其適用法律規範之見解，定雙方於事件中的責任。 而空難之發生雖係運送契約中雙方最不願遭遇到的問題，惟此一風險仍無法避免，航空運送人之損害賠償責任，除國內法規外，國際公約之規範效力如何？法規與國際公約之適用是否仍有檢討及不足之餘地？本文亦一併加以探討。

應用TRIZ分析台灣空運業延長路上服務時間之研究 / Innovation is the core for service industry. There are different phases for service innovation; it is an evolving to the end user; service extension is one kind of the innovation. However, the service innovation is difficult to be evaluated, which is intangible; it’s about the perception form the end users. Finding a practical way to scientifically describe or compare “perception”, “feeling”…etc becomes an interesting topic for studying. The case we have is about the Service extension of Air cargo business. The issues for the service extension include: (1) how can the information technology support the service extension? (2) how is the cost effectiveness (3) how is the limitation and impact for the service extension? (4) how does the market feedback for the service extension? The methodology we used is TRIZ, which is applied well in the hardware innovation. First, TRIZ is a systematical way to clarify the status quo of the operation system; the possible solution can be come out from TRIZ’s systematically analysis! In the last, TRIZ is also applied for the solution evaluating. In this study, TRIZ’s Contradiction analysis is used for constructing and identifying the issues for the service extension; the 40 TRIZ principles is used for working out and evaluating the possible solutions. Key word: Service innovation, Service Extension, Air cargo, Express, TRIZ Contradiction Analysis, TRIZ principles.

本篇論文之主要目的在研究國際定期定期空運最重要之問題－－載客量之法規體系。 全文共壹冊、六章十九節，約十萬餘字。各章內容如下： 第一章：緒論，共四節。旨在說明研究目的限制，及介紹國際定期空運之特質與國際 組織並解釋超額載客量之形成原因。 第二章：載客量與其相關影響因素，共四節。探討影響載客量之各項主要因素：酬載 率、班次、航線類型及航運類型等，並說明各因素間之相互關係。 第三章：百慕達協定有關載客條款之分析，共四節。英美百慕達雙邊協定所揭櫫之載 客量原則乃國際空運雙邊協定體系之大憲章。本章即對第一與第二百慕達協定之內容 及兩協定之異同點作一分析，並評估兩協定之影響與價值。 第四章：法規環境變遷對載客量之影響與分析，共四節。百慕達原則維持卅幾年後， 終因不敷空運市場之發展需要而使各主要空運國家亟思改革。本章旨在探討美國實施 之解除管制措施及對自由雙邊空運模範協定之擬議及其影響。另並介紹美國與歐洲民 航會議備忘錄之簽訂及國際空運組織對載客量研究之成果。 第五章：解決超額載客量問題之途徑，共三節。超額載客量問題乃今日國際空運所面 臨最嚴重與複雜之難題，本文即在對各種可行之解決途徑進行分析。 第六章：結論。綜合前述各章節分析，對載客量問題作一整體之評估。

本論文「航空貨運業行銷問題之研究」，計一冊，共有五章十八節，主要在對航空貨 運業者有關產品、定價、行銷通路、促銷等行銷組合之現況加以分析並檢討。 航空貨運業主要航空公司，空運公司提供運送及其他服務予託運人所組成。因此本研 究主要在於設計三份不同之問卷分別對航空公司、空運公司及託運人加以調查，以了 解三者間對航空貨運服務在產品、定價、行銷通路、促銷等方面是否有其不同之要求 與期望。利用百分比法及變異數分析、檢定彼此間之要求是否有顯著，並找出重要因 素以為航空公司及空運公司未來營運之所依。 另由於本產業所提供之產品屬無形之「服務」，故希望藉此論文對於有關服務行銷之 理論加以整理並彙總，期藉由對理論之探討以引導實務，並將實務與理論配合。

近年來國人旅遊興盛連帶的航空市場的蓬勃發展，國內各航空公司為因應需求，不斷陸續的引進新型機隊開闢新航線，對空勤人員需求日益增加，但各家航空公司因國際油價上漲，為平衡損益點、降低勞動成本，對於機組人員的需求常嘗試採取『遇缺不補』措施，來平衡公司財政。 因此，高工時與高壓力外加高服務標準的規範的前提下，加上航空業長期的競爭壓力、改革及面對社會大眾的檢視亦將導致空勤人員感到身心俱疲，所造就的工作壓力更是很難讓外界難以想像的 工作壓力是一種身心失衡的現象，通常會造成人們對工作滿意度、組織的承諾與生產力的下降，並且造成曠職率上升與離職率上升等負面效果。 組織承諾為組織效能之指標，其亦能預測員工之工作績效，故空勤人員對公司的組織承諾於航空運輸業而言極其重要，當員工的價值承諾度低時，連帶的留職承諾度也會降低，因此將會造成離職率上升，工作壓力高會降低員工的組織承諾。 工作壓力對組織承諾的影響，可以發現，工作壓力中的三構面和組織承諾 的三個構面是有高度相關性的，由此可知，如果要提升組織承諾，就需要改善空勤人員的工作壓力，因此惟有減少或降低工作壓力，才可以有效的提升組織承諾度。 工作壓力和留職傾向的關係，則應該由上司的領導方式和公司的政策與領導方向去進行著手改善，希望公司、上司多多傾聽員工的聲音、想法、意見，在遇到旅客抱怨時，可以在第一時間站在員工的立場處理事情，並且公司應該要建立一套健全、透明、公平的升遷管道、和公平的績效考評制度，才可以有效降低員工的離職率，提高員工的留職率。 由此可知，工作壓力和組織承諾成反比，工作壓力和離職率成正比。因此，降低工作壓力和改善組織氣氛是最能改善離職率，提高組織承諾的方法。

Taiwan successfully accomplished the second transfer of power in May 2008. During the presidential campaign period, one could easily discover that issues with respect to cross-strait relations always occupied the center of the attention both at home and abroad. The biggest difference on the issues of cross-strait policy between the two competing parties was regarded as conservativeness and openness. Among major proposals presented by the Kuomintang (KMT) during the campaign in 2008, the key incentive and quickest way to improve and rejuvenate Taiwan’s sluggish economy was to introduce cross-strait direct charter flights and encourage Mainland tourists to visit Taiwan. As of July 2013, there are 616 direct passenger flights flying to and from Mainland China on a weekly basis and over seven million Mainland tourists have visited Taiwan. This thesis utilized Secondary Data Analysis to investigate the negotiation process and developments of the cross-strait direct air transportation. This thesis does not aim at evaluating the comprehensive impacts of the full implementation of cross-strait direct air transportation; instead, it emphasizes the political view, policy-making considerations, and the negotiation process made by Taiwan’s ruling parties at different eras and interactions with their Mainland counterparts in an effort to offer productive recommendations for the competent authorities across the Taiwan Strait. / Taiwan successfully accomplished the second transfer of power in May 2008. During the presidential campaign period, one could easily discover that issues with respect to cross-strait relations always occupied the center of the attention both at home and abroad. The biggest difference on the issues of cross-strait policy between the two competing parties was regarded as conservativeness and openness. Among major proposals presented by the Kuomintang (KMT) during the campaign in 2008, the key incentive and quickest way to improve and rejuvenate Taiwan’s sluggish economy was to introduce cross-strait direct charter flights and encourage Mainland tourists to visit Taiwan. As of July 2013, there are 616 direct passenger flights flying to and from Mainland China on a weekly basis and over seven million Mainland tourists have visited Taiwan. This thesis utilized Secondary Data Analysis to investigate the negotiation process and developments of the cross-strait direct air transportation. This thesis does not aim at evaluating the comprehensive impacts of the full implementation of cross-strait direct air transportation; instead, it emphasizes the political view, policy-making considerations, and the negotiation process made by Taiwan’s ruling parties at different eras and interactions with their Mainland counterparts in an effort to offer productive recommendations for the competent authorities across the Taiwan Strait.