台灣有很多的新創公司，產業結構以中小企業為主， 2013年台灣中小企業佔全體企業的97.64%；不可否認的是中小企業是台灣經濟的中流砥柱，也是幫助就業與平均分配所得的要角。然而，有超過三成的新設企業在五年以內結束營業，而經濟部2013年所出版的全球創業觀察台灣年報中的調查表示，新設企業在資金周轉不靈或是資源缺乏的情況下，將難以持續營運企業。 當人們再購買產品或是服務之前，多半傾向會去詢問親友或是熟人的意見，有93%的消費者會上網搜尋口碑意見，且有近53%的消費者會上網評論、分享他們的經驗，而當對於商品或服務滿意時，評論的意願會增加。國內外對於口碑效應的研究不在少數，但研究本身多集中在口碑效應的行程以及消費者行為，較少從企業的觀點出發研究口碑管理，如果能夠深入研究口碑管理的操作細節並能夠為新創事業所運用的話，將能夠大大提升資源效率與公司的存活率。 本研究欲探討的問題有三，1. 新創事業在達到穩定期之前如何促進口碑傳播？再者，促進口碑傳播的行為與其成長階段的關係為何？2. 新創事業在達到穩定期之前如何監視口碑？再者，監視口碑的行為與其成長階段的關係為何？3. 新創事業在達到穩定期之前如何回應口碑？再者，回應口碑的行為與其成長階段的關係為何？ 透過深入訪談新創事業-木酢家，並配合相關次級資料的蒐集與整理，本研究獲得以下結論1.新創事業會透過接觸虛擬和實體世界中不同的人際網絡促進口碑傳播。2. 新創事業口碑監視的重點在於，更詳細的了解消費者行為，以及顧客真正想要的產品。3. 口碑回應是對消費者傳達理念的途徑，新創事業再塑造形象時會納入策略的一部分。 / There are many start-up companies in Taiwan, and therefore made the industrial structure full of small- and medium-sized enterprises (SMEs). In the year of 2013, SMEs account for 97.64% of all the enterprises,and are the mainstay of the employment market andthe economy system in Taiwan. However, the data shows that over 30% of SMEs end up in 5 years, the Global Entrepreneurship Monitor (GEM) from the Ministry of Economic Affairs said that the lack of money and resources are the biggest challenge of running a start-up company. When making the decision of buying products and services, people incline to ask for the opinions from friends or acquaintances. The data shows that 93% of the respondents search word-of-mouth informations on the internet, and 53% of them shared their experiences. The more satisfaction they perceived, the more likely they would share the experience. There were abundance of researches in the past studying word-of-mouth, much of them gave discussions on word-of-mouth effects and consumer behaviors, while only a few studying about word-of-mouth management from the enterprise view of point. Despite the power that word-of-mouth contains, if it can be apply by some of the SMEs, it might enhance the efficiency of utilizing resources. This thesis is going to study three questions: 1. How does a start-up company foster word-of-mouth before the company comes to a stabilizing phase? Moreover, what is the relationship between the word-of-mouth foster activity and the growing phases? 2. How does a start-up company monitor word-of-mouth before the company comes to a stabilizing phase? Moreover, what is the relationship between the word-of-mouth monitor activity and the growing phases? 3. How does a start-up company responds to word-of-mouth before the company comes to a stabilizing phase? Moreover, what is the relationship between the word-of-mouth responding activity and the growing phases? The research findings are describe as following:1. A Start-up company foster word-of-mouth by attaching different virtual and physical social networks. 2. The word-of-mouth monitor activity of a start-up company focuses on the comprehension of consumer behaviors and the consumer needs. 3. The word-of-mouth responding activity is a way to convey the belief of the company, it would be a part of the strategy when a start-up company is shaping its image.

Online reviews provided from consumers who had previous experiences have become major information resource for consumers and marketers. The blogs then becomes the Web-based consumer opinion platform; the Internet enables consumers to share their experience with other consumers as the online word-of-mouth (WOM) communication. Online reviews on traveling and food tasting and by consumers who previously experienced have become a major information source for consumers and marketers regarding to the tourist spots and restaurants. The study extends previous existing research on the effects of WOM and consumer decision making by conducting the in-depth interview with bloggers and an online survey on blog viewing and information searching behaviors. With the development of Web 2.0, word-of-mouth marketing is able to influence the consumers interactively. The user-generated contents created spread among the consumers soon and marketers become able to access millions of potential consumers over the world by understanding the new ways of communication. Word-of-mouth (WOM) marketing is the most honest form of marketing because consumers are sharing their own opinions, independent of messaging and manipulation (Throne, 2008). In the study, the researcher will discuss how the blog readers rely on the source of word-of-mouth conversations and the further suggestions on consumer behaviors and marketing insights, analyzed from the perspectives of user satisfaction, information credibility and consumer loyalty. Keywords: blog marketing, consumer decision making, online word-of-mouth (WOM).

在Web2.0的浪潮下，網路購物者越來越習慣主動搜尋商品資訊、發表產品心得。2007年資策會的調查顯示，有八成的網友在購物前會先上網瀏覽商品評鑑、七成以上的網友會受到部落格評價或評比影響購物意願。這證明了網路口碑深深影響消費者的購物行為，身為網路商店的經營者，不可不重視這股影響力。 對於網路化妝品商店來說，其所販售的產品屬於經驗性商品，消費者在無法透過實體商店進行試用的情況下，相當依賴網路口碑了解產品資訊與效果；此點從國內最大的口碑社群網站 「FashionGuide」與「UrCosme」皆以化妝品使用心得為討論主題即可窺知。並且，觀察到國內網路化妝品網站多半設計有「使用心得分享」的機制，顯示大部分的業者都認為在網路上放上使用者的心得，將對於產品銷售有所助益。 以上可知，網路口碑對於消費者的購買決策具有相當的影響力，並已逐漸被應用在網路商店的經營上。然而國內外針對網路口碑的研究多半偏重在消費者行為方面，從企業觀點看待網路口碑管理的相關研究非常少數。本研究試圖探索網路化妝品商店進行網路口碑管理之動機與作法，提供實務上與學術上的貢獻。 本研究的研究問題有四：1.網路化妝品商店進行網路口碑管理的動機為何？2.網路化妝品商店如何監視網路口碑？ 3.網路化妝品商店如何回應網路口碑？4.網路化妝品商店如何促進網路口碑傳播？ 透過深度訪談三家國內網路化妝品業者，並配合相關的次集資料蒐集與整理，本研究獲得以下主要結論：1.網路化妝品商店進行網路口碑管理的動機為獲知市場資訊與提升品牌認同感。2.網路化妝品商店利用美容討論網站與品牌網站監視網路口碑，根據細節內容界定其參考價值。3.網路化妝品商店會選擇性回應負面網路口碑；回應重點為情緒安撫、表示負責。4.網路化妝品商店藉由「心得分享」式顧客推薦方案、美容知識傳遞與促銷活動促進網路口碑傳播。5.網路化妝品商店所設計的網路口碑回應機制，有助於網路口碑監視與傳播促進。 在網路口碑管理理論方面，本研究的主要貢獻有三：1.彌補網路口碑回應與傳播促進的研究缺口。2.提供網路口碑管理研究者模型修定之考量。3.發現網路口碑與傳統行銷廣告的新關聯性。 / Entering Web 2.0, online shoppers are more used to search product information before purchasing and share their comments after shopping. The MIC survey indicates that over 70% of online shoppers will explore the comments of others before purchasing and be affected. This shows that electronic Word-of-Mouth (eWOM) has a great influence on customers’ purchasing decision and worthy watching. Cosmetic in online stores could not be trail before purchasing, which is contrary to its experice quality product characters and lead to the booming of cosmetic community sites. In addition, many of the online cosmetic websites include the function called “True Story” to encourage customers share their experiences after using products, which means online cosmetic stores already know the power of eWOM and start to apply it in business operation. Even the influence and application of eWOM are already been proven, there are only still little researches relate to eWOM management. This study built a systematic structure to find the motivation and process for eWOM management of online cosmetic stores, tried to identify the context of this vague but important issue. The study aims to investigate the following questions: 1. What are the motivations for online cosmetics stores to manage eWOM? 2. How do they monitor eWOM? 3. How do they respond to eWOM? 4. How do they disseminate eWOM? Through interviewed three online cosmetic stores in Taiwan and applied secondary data analysis, the preliminary research findings include: 1. The motivations to manage eWOM for online cosmetic stores are collecting market information and building brand trust. 2. Online cosmetic stores take advantage of cosmetic community sites and official websites to monitor eWOM, identify the importance of eWOM by the detail descriptions. 3. Online cosmetic stores will optionally respond to negative eWOM to pacify and show the sense of responsibility. 4. Online cosmetic stores apply customer referral program, beauty knowledge conveying and promotion activities to increase the positive eWOM. 5. The respond mechanisms in online cosmetic websites also contribute to monitor and dissemination of eWOM. The study also contributed to the eWOM management theory by: 1. Supplement to the lack of eWOM respond and dissemination mechanisms. 2. Provide new references for eWOM management model revising. 3. Found the new relationship between eWOM and traditional marketing communication tools.

在網際網路快速發展下，大量使用者在獲取知識與新聞的管道，已由傳統媒體轉移到網路上。網路活動下使用者互動後所留下的訊息，也就是網路口碑，也逐漸受到重視。而隨著經濟發展，國人在固定薪資下無法負擔高房價、高物價的生活，如何透過投資理財來增加自身財富，已是非常普遍，其中又以股市投資為大眾所重視之途徑。 網路新聞的發布，除了具有網路的即時性外，配合使用者閱讀內化後所留下的評論，應含有比網路新聞本身內容更多的資訊，投資者便可藉此找尋隱含之中大量市場消息與資訊。 本研究為了在龐大的資料量中，幫助使用者挖掘其背後之涵義，進而提供投資預測，將蒐集網路新聞及其閱讀者評論共1068篇，並分為訓練資料與測試資料，使用文字探勘及相關技術做前處理，再透過kNN分群技術，計算訓練資料文件間相似度，將大量未知資料依其相似度做分群後，利用歷史股價訊息對群集結果之特徵分析解釋之並建立預測模型，最後透過測試資料將模型分群結果進行評估，進而對股價趨勢做出預測。 / With the rapid development of the Internet, the way of user access to knowledge and news transfer from traditional media to the network. Internet word-of-mouth, the message generated from users' interaction on internet, attracts more and more people's attention. With economic development, people in the fixed salary cannot afford high prices and high price in live. People increase their own wealth through investment is very common, among which the stock market is the way to public attention. Internet news has the immediacy of the Internet. And the comments left with the user to read the internalization should contain more information than the Internet news. Investors can find the market news and information by Internet news and comments. In this study, in order to help the user to find the meaning behind the huge amount of data, and thus provide investment forecast. We will collect 1068 of internet news and reader reviews to divide into training data and test data using text mining and related technologies to do the pre-treatment, and then calculate the similarity between the training data by kNN, a lot of unknown data according to their similarity clustering. Cluster through the historical share price analysis and modeling. Finally, the model clustering results were evaluated through the test data to predict price trends. The prediction model from training data clustering, use test data to do the evaluation found: k = 15, the similarity threshold value = 0.05, cluster the results of the F-measure performance up to 56% rise in the cluster. K values and the similarity threshold will be adjusted to obtain the most favorable results of the model

網路技術的發展與進步，改變了人們日常生活中的溝通習慣，也讓網路成為人際溝通與獲取資訊的主要來源。對於尋求日常生活不論食、衣、住、行各類資訊的民眾而言，網路無疑是一種既快速又便利的取得資訊來源。透過彼此使用、購買經驗分享與傳授，網友們相互提供的口碑資訊得以在網路的虛擬空間裡不斷地累積擴散。其中，香水虛擬社群成員間的互動與口碑訊息交流，為本研究所感興趣欲進一步研究的議題。 本研究以虛擬社群台大PTT Perfume 板的成員為調查對象，以社會資本理論歸結出的成員特性: 相似性、認同感及信任感三構念，來探討影響社群使用者知識分享交流的動機與其對網路口碑訊息傳遞的影響；另以訊息訴求與訊息框架二構念來研究其對社群使用者溝通效果及後續口碑傳播意願的關聯。本研究以「問卷調查法」進行資料的蒐集，共蒐集有效樣本問卷227 份，使用SPSS 18.0 來進行資料分析，以檢驗本研究模型和相關假說。 研究結果發現: (一)、社群成員的「相似性」不論對成員間的「知識貢獻」、「知識欲求」與「口碑傳播意願」，均有顯著正向的影響。社群成員的「認同感」對成員間的「知識貢獻」與「口碑傳播意願」，有顯著正向的影響；但對成員的「知識欲求」則無顯著影響。社群成員的「信任感」對成員間的「知識欲求」有顯著正向的影響；但對成員的「知識貢獻」與「口碑傳播意願」則無顯著影響。(二)、「正面框架」的訊息表達方式，以及不論「理性」、「感性」、或「自我象徵」的訊息訴求，對於社群使用者均能帶來正向顯著的「溝通效果」；另外，訊息的「溝通效果」，會對社群成員網路口碑傳播的意願帶來顯著正向的影響。(三)、最後，Perfume 板虛擬社群成員間的「知識交流」程度，亦會對社群內的「口碑傳播意願」帶來顯著正向的影響。 / The development and progress of Internet technology has changed human communication, especially interpersonal communication and information searching. Moreover, the Internet has become a convenient communication channel in our daily life for gathering product-related information. Product users can share their purchase and usage experience with one another over the virtual network and the impact of online word-of-mouth is escalating. Accordingly, this study is to discuss the sharing and transmission of the online word-of-mouth about perfume among the virtual community members. Data were collected by an online questionnaire survey from 227 members of PTT_Perfume, which is one of the most famous virtual communities in the area of BBS. The study incorporates similarity, identification, and trust from the perspective of the social capital theory to discuss the knowledge sharing intention and their influences on the word-of-mouth transmission；Besides, it investigates how the message appeals and message framing affect the communication effect and how online word-of-mouth spreads among the virtual community. The data analysis was conducted using SPSS 18.0. The findings of this research reveals that community similarity is positively associated with the knowledge sharing and the intention of online word-of-mouth transmitting；Identification is positively associated with the knowledge contribution and the intention of online word-of-mouth transmitting；Trust is only positively associated with the knowledge acquisition. Second, positive framing, rational, emotional and self-expressive appeals all have positive influences on communication effect. Finally, the communication effect of messages and the degree of knowledge sharing both have positive impacts on the intention of online word-of-mouth transmission.

隨著經濟成長，高度競爭的生活環境造成人們睡眠品質不佳或失眠，多半是深受入睡困難、淺眠和早醒等困擾。因此，對於現代人逐漸願意投資在寢具和床墊產品只求一夜好眠。 床墊是為耐久財，生命週期長且消費者感知風險高，因此大多消費者在購買前會先進行相關資訊蒐集。網路的普及使得商品資訊在網路上公開，使得網路成為消費者購物前蒐集資訊的主要管道。而隨著web2.0的興起，消費者在網路上分享產品資訊的網路口碑有了爆炸性的增加，產生了讓廠商無法忽視的網路口碑效應。透過網路口碑的分析可以了解消費者與市場需求，提供廠商未來修正整體經營策略。 本研究透過網路蒐集網路口碑進行內容分析法，瞭解消費者選購床墊的決策流程以及對國內外高價品牌床墊的評價。從研究結果可以發現，近四成的消費者是為了改善睡眠品質而產生購買床墊的需求。實體通路及網路是消費者主要蒐集資訊的管道。在評估床墊時，消費者重視床墊品質、價格以及軟硬度，他們在意床墊和彈簧的設計以及床墊軟硬度。而有近五成五的消費者是偏好較硬床墊。近九成九的購買管道為品牌床墊專賣店和一般床墊經銷通路居多。約1%的消費者由於網路購物的七天鑑賞期而選擇在網路購物平台購買。近七成五的消費者購買後表示滿意，近二成五的消費者購後仍不滿意床墊與彈簧的設計與材質，以及依舊腰酸背痛等。 消費者對於國內外床墊品牌的正面口碑多於負面口碑，其中消費者對席伊麗品牌形象最佳，負面評論少。而消費者對本土床墊品牌，如：德泰彈簧床、老K牌彈簧床和10 Days的品質也有正面的評價，但對於品牌形象與經營則保持負面的態度，建議未來應針對加強品牌權益的目標，調整行銷策略。 / With economic growth, a highly competitive environment results people in poor quality sleep or insomnia. Most of them suffer from difficulty in falling asleep, light sleep and wake early. Therefore, people are more and more willing to invest in bedding, pillow and matress just for a good quality sleep. Due to the mattresses are durable goods with long product life cycle and perceived risk, consumers usually spend a lot of time to study the mattresses before purchasing. On the other hand, with the universal of the Internet and the growth of web2.0, the blooming e word-of-mouths (eWOM) makes consumer tend to uderstand products in advance by reading comments. That indeed cause a serious effect on eWOM for firms who should not ignore. Through analyzing the eWOM, firms could understand the trend on the demand side then modify their strategies. This study collected eWOM from the Internet and use content analysis to understand consumer purchase decision process as well as the consumers’ insights into upscale mattresses. From the results, we could know that almost 40% of consumers buy a new mattress for improving sleeping quality. They usually collect the necessary information by visiting physical channels and surfing on the Internet. They evaluate the mattresses quality, price, softness and firmness. They care about mattresses and springs’ design and matieral. Almost 55% of consumers prefer to buy a firm mattress. Almost 99% of consumers buy mattresses at the physical channels. Rest of consumers buy mattresses on e-commerce due to the 7-days return warranty. Almost 75% of consumers feel satisfied after purchasing. Rest of them are not satisfied at the mattresses and springs’ design and material and uncomfortableness. Consumers gave more positive comments than negative comments on the selected mattresses brands. Sealy had a reputation on its brand image and quality; King Koil, The-Tai Mattress, Kingbed, Tempur and 10 Days are all well-know for their quality as well, but still had some negative comments on the brand image and price. After the eWOM studies on each selected brand, this study gave suggestions to each brand for its future marketing strategy.