創新一直是經濟學長久想要補捉的現象之一, 能夠成功地描述人類的創新, 就能解釋微觀的個體興衰以及巨觀的經濟成長。本研究嘗試建立一個以商品內涵為中心的經濟體系, 包裝在生產者和消費者所組成的商品市場。個體是以軟體代理人 (software agent) 來建模, 其被賦予獨立的學習機制。藉由個體的市場互動模擬, 我們可以更進一步的瞭解創新所帶來經濟成長背後的底層結構。有別於過去的研究對商品的描述。我們使用的方法可以同時兼具商品的質與量, 換言之, 商品的異質與同質大量生產目的是為了滿足各式各樣不同的消費族群。透過消費者對商品的篩選機制, 生產者的優勝劣敗於是產生。什麼樣的特徵具有較佳的存活機率, 什麼樣的組合結構會帶來較高的經濟成長 (即創新所帶來的福利效果), 便成為我們積極想要探索的問題。 / Innovation has always been viewed as one of the phenomena economists ardently attempt to explain. Once the process of innovation is successfully identified, it can be applied to describe not only individual progress but also the economic development as a whole. In this study, a commodity market with producers and consumers is conducted. Each producer has been modeled as a software agent who can independently perform learning functions. The simulation of the market activities may foster our understanding of the base structure of economic development brought by innovation. Unlike past research, our approach takes into account both the quality and quantity of a manufactured good. In other words, in respond to the need of diverse consumers, a producer may choose to adopt quantity-oriented or quality-oriented strategy. Success is defined in terms of the popularity of goods. This paper aims to discuss the characteristics and commodity combinations of successful producers. By doing this, the benefit of innovation can therefore be unveiled.

近年來，網際網路(Internet)快速發展，已成為一個無疆無界無時差的市場，如何不被這股潮流所淘汰，我們所提出的解決方案—軟體代理人(software agent)，一位具有人工智慧(artificial intelligence)演化調適(adaptive)能力的代理人，現在已經有許多企業與資訊、管理、電腦科學等各方面專家結合，開始使用軟體代理人來代勞，試想一位永不停止、具有創新、學習適應的員工，企業家可以隨意複製或刪除，隨時配合市場規模，不必擔心任何裁員的負擔，這樣的代理人的問世，勢必對我們的經濟環境帶來莫大的衝擊。 電子商務(electronic commerce)已經行之有年，人類的消費型態似乎不易於因這個轉變而有所改變，消費者如果沒有經過視覺、觸覺、嗅覺等感官的刺激，很難有購買的動機，再加上授信制度的不健全使得電子商務的施行充滿了風險。雖然有這麼多問題，我們仍無法阻擋這股趨勢，在電子科技的進步，3D數位影像、各種感官刺激的傳送、或如同期貨市場上明確公認的規格、法律的修訂、完善的認證制度，接下來我們就是要看軟體代理人的表現。 我們將軟體代理人運用在人工雙方喊價(artificial double auction)的市場，就像真實市場已經有人開始使用自動下單或自動議價代理人的機制一樣。然而市場上是否有必然不敗的策略呢？本文就是要解開這個答案。再進一步來看，待真實市場每個成員受不了生存競爭的壓力，也採取使用代理人的演化性策略，屆時我們的人工市場就是真實市場的縮影，我們在本文也會針對這樣一個具有未來前瞻性市場的表現如何？透過經濟學的角度來揭露市場的本質是否仍然維持？ 在本文軟體代理人即為議價代理人(bargaining agent)，她可以在穩定的(stable)市場環境(其他參與者使用固定策略)中辨別出一些有利的市場特徵，藉由這些特徵發展出有利的策略，而其結果甚至不是很容易想到的策略；接著若每個人都使用議價代理人在市場上交易，這裡我們使用一種納許式過程(Nash-like process)來詮釋，之後再分別依市場的分配效率、價格效率、及所得分配來討論市場績效。

顧客關係管理（Customer Relationship Management，縮寫為CRM）是近來十分熱門的觀念，而關係行銷是此觀念在行銷上的實際應用。關係行銷的理論認為如果企業能蒐集顧客的詳盡資訊，並據此開發出個人化的行銷計劃，就可以有效地提昇顧客的滿意度，使其成為企業的忠實客戶，為企業帶來長期性的收益。 　　在行銷活動中，售後服務是維持顧客滿意度的重要環節。本研究以售後服務中的產品常見問題集（Frequently Asked Questions，縮寫為FAQ）為主題，實作一個FAQ導覽與維護的雛型系統。使用者可以在系統的協助下，瀏覽與產品有關的FAQ，若找不到想要的資訊，則可以提出新的問題，要求公司為其解答。 　　本系統運用代理人程式的觀念，協助FAQ導覽與新問題處理工作的遂行，並利用社群討論的方式，為顧客提出的新問題尋求解答。為了讓企業重視FAQ的維護工作，本研究試圖將FAQ的維護責任與公司的客服體制作初步的結合，其作法是將新問題的處理責任加諸於公司的員工，並由公司主管監督其工作進度。藉由這些努力，本研究希望塑造出一個良好的FAQ服務環境，使得顧客與企業能互蒙其利。 / Customer relationship management (CRM) has become a very popular concept recently. Relationship marketing is one of its application in marketing area. The relationship marketing theory claims that collecting detailed information about customers and developing customized marketing plans for individual customers can improve customer satisfaction and loyalty significantly, and organizations will benefit from this strategy in the long term. 　　Post-sale service (or after-sale service) is a vital part of marketing activities for maintaining customers' satisfaction. This study focuses on product FAQs (Frequently Asked Questions) in the post-sale service category and implements a prototype system which would allow FAQ navigation and maintenance on the Internet. Users can browse product-related FAQs with assistance from the system. If they cannot find satisfying information, they could issue new requests, and the organization would then resolve them. 　　The system applies software agents to assist the process of FAQ navigation and answering of new questions. Customers' requests can also be solved by a community-discussion approach. To force organizations to pay more attention to post-sale service, this study tries to incorporate FAQ maintenance into customer services by requiring employees to answer any raised questions, and allowing the managers to monitor the performance of those employees. Through such efforts, this study establishes a FAQ service environment and creates a win-win situation for both customers and organizations.