With the change of market focus from product-orientation to customer-orientation, more and more companies realize the importance of customer relationship management (CRM). Internet and emerging information technology have further made CRM easier than before to implement. In the meantime, most stockbrokers start operating electronic transactions through the Internet. Electronic stockbrokers can change traditional business operation models from focusing exclusively on few significant customers to taking care of every individual valuable customer with the latest technology developed. The purpose of this thesis is to study the relevance between CRM strategic positions and associated CRM applications based on two cases: a nationwide e-stockbroker and a regional e-stockbroker. Their strategic positions toward the CRM trend are investigated by making use of the value compass proposed by Wayland and Cole. Their CRM applications are then measured by performance indices introduced by Körner et al. Several hypotheses are proposed under careful analysis on these two cases. It shows that e-brokers¡¦ strategic positions toward CRM have impact on their CRM applications. In details, different positions on customer portfolio management will result in different levels of communication contents, added value for the customer, customer profiling, and privacy policy. Positions on value proposition design will shape the value added by relevant information and customer profiling. Confidence levels, however, may be affected by factors other than strategic positions on the value compass. Finally, the implementation of CRM will also cause changes of business organization and business culture.

A Study of Customer Relationship Management for Telecommunication ¡iABSTRACT¡j Facing the free-market of telecommunication in Taiwan, there are three new comers of private telecommunication company with the previously existent public old big oneChung Hwa Telecommunication Company that all are engaging in this competition broadband fixed network and data, mobile telecom. market. Therefore, It has been the right direction for them to run the right way of business that they have to consolidate or to get the profitable important customers and to promote the sustaining competitive advantage. Up to now, lots of enterprise business management method still only focus on the process-oriented and product-oriented management, even though they had product function and process control optimized well done, but if the service or product what they have provided doesn¡¦t satisfy the customer¡¦s demand and cause to loss a lot of consumers or to increase churn rate, then it will gradually decrease their competition advantage and it also cannot achieve their business goal. Recently, all of successful enterprises lay emphases on customer oriented relationship management, so that they can understand sufficiently their customer wants and response their customer needs or questions quickly in order to create the customer values and to emphasize the customer satisfaction and loyalty, for that they can retain the valuable old customers and discover the new resource of customer to acquire the new customers and to accumulate the super occupy rate of customer, and then how to increase shortly the benefits of customer and improve their sustainable competitive advantage, after that it could promote enterprise productivity. In the first instant, my study makes inquiry into some reference documents of the general customer relationship management (CRM), to synthesize the scholar theories of CRM and some application solutions of industrial CRM system that I want to deem it as reference foundation in my study topics of thesis. I think it has to set up the enterprise requirement IT-Web level of e- business, especially I would emphasize that customer relationship is very intelligent management, something like an coexistent IT system integrated the back office with global logistics over enterprise resource planning (ERP) and the front office with unified multi-channel device contact (or call) center.IT also goes through data warehouse via data mining to form an intelligent data based management and to apply the optimized concept of the customer relationship technology to improve the mutual relationship with customers. And it has to create many different business analysis models and different versions of total solution to provide the reference of making decision for business strategy and fit in with the real demand for the customer and to promote the customer satisfaction¡B intimate service and advanced interaction relationship. Matching up my study topic of telecommunication service provided company, with their distinguishing business attributes and under the very competitive environment. I think it¡¦s right choice to set up an omni-bearing CRM for telecommunication service provided company. First of all, It has to focus on the customer center and make an omni-bearing thought mode to refresh your company vision, mission, strategy, planning, managing and executing via reengineering from customer relationship management and knowledge management, in order to offer a total series satisfied service from before selling, during selling and after selling. Going a step further, it has to keep on developing advance customer relationship management with employee relationship management and partner relationship management to make multilateral equilibrium benefits. It also has to set up an omni-bearing performance evaluation system by CRM-based to reform a new enterprise culture, in order to make the company growth in progress forever and create the lifetime value for the customers, employee, partners and investors. Finally, if we set up an omnibearing CRM for telecommunication company, it will become a value creator for customers, employee, partners and investors. I hope this study can meet the innovation of new business managerial mission and idealism promoted by Doctor Mao, the chairman of Chung-Hwa telecommunication company¡GThe central belief is as a value creator and business basis on marketing innovation and productivity, and re-engineering a sustainable competitive advantage of new enterprise culture for Chung-Hwa telecom. Company. it also can be the training reference for all employees who have to understand the important of CRM, and have to know that the customer is the king.. The study, ultimately, has planned to try, finishing a prototype for verifying the project mission possible and offering some partly questions to be continuously studied. And I hope the worldwide famous telecom. company¡Binformation integrated service provider and database management application provider can cooperate to accelerate developing a customer-central knowledge database management and also having the omni-bearing thought of business strategy to aquire SMARTEN tools of the various application analysis modes of intelligent CRM, then it can apply the relationship technology to create suitable integrated management system for the different field¡¦s demand of industry¡Bgovernment and education¡Aby their hand in hand to establish a multimedia global broadband information harmony society, then it can promte industrial advantage and new economy growth, and it can also apply this cooperation relationship technology to cherish that they combine with competing and cooperating by the same business and work together in alliance by the different business ,to expand overseas market, and to promote our international competitive advantage¡C

This paper is to study institutional investment relational-ship and the effect to index return.This paper have fund the institutional indeed have effect the index return and qfii investment behaver has effect other institutional investment behaver.The institutional in the spot market investment will preeffect future market.

The family Pegasidae is found composed of 5 species in two genera, Eurypegasus Bleeker and Pegasus Linnaeus. They contain two (E. draconis (Linnaeus) and E. papilio (Gilbert)) and. three species (P. laternarius Cuvier, P. volitans Linnaeus and P. Lancifer Kaup) , respectively these species are all small, benthic, and covered with plastron from head to tail. Three species have been recorded in Taiwan, but there are many differences between the species names and the specimen illustrations in other foreign publication studies. Recision on the records in Taiwan indicated that three species occur in this region , namely, E. draconis, P. laternarius and P. volitans. According to some osteological and external characters, a hypothesis on the phylogenetic relationship was arrived : P. laternarius is not the sister group of P. volitans and P. lancifer, but the sister group of Eurypegasus species. It is suggested that these five species should be classified in only genus, the Pegasus. Bottom-trawl samplings were made between April 2001 to April 2002 in area of the Kaohsiung coastal at depth around 30 meters. 32 specimens of P. volitans were captured. P. volitans captured its prey by means of oral suction. Guts of the majority of the preserved specimens, including those died right after landed, were empty. Besides some fine granules of sand, one specimen¡¦s gut included caprellideans (Crustacea, Amphoipoda). Skin-shedding was observed numerous times in the aquarium. Unlike other seamoths, only part of the skin was shedded at one time; no regular cycle of skin-sheding was noticed. No social pairing of the sexes and reproductive activity during this study was not noticed. Specimens collected in November tended to be largerin size. The smallest specimens with large ovary was 55mm in length, whereas the largest dry female specimens with a 1.2mm egg was 70mm.. Histological evidence (individual female had eggs in various developmental stages at the same time) indicates that this species is a multiple spawner.

With the advancement of technology, knowledge management (KM) has become more and more important in research and practice. In the research of KM, researchers believe that organizations are abundant in knowledge, and the sharing of knowledge can utilize knowledge well. Therefore, how to share knowledge stored in organizations and individuals is the most important issue. Recently, firms take outside resources as potential sources of firm-addressable knowledge. By interacting with customers constantly, firms can get lots of valuable information and knowledge, such as market information, professional experiments and communication skills. Our research selects knowledge intensive service firms as the subject of research and tries to understand the processes of interorganizational knowledge sharing within the development of the information project. First, from literature review we found that knowledge sharing is affected by four factors: project¡¦s background, characteristics of organizations, characteristics of knowledge, and characteristics of tasks. Because the processes of knowledge sharing are dynamic and complex processes, and there is no a well-defined framework, this research is an explorative research, using qualitative research method to carry out this research. This research uses multi-case research method to collect data from individual interviews and official documents. To analyze the data, we choose grounded theory as an analysis method to induce an explanative framework from our data. This research analyzes data from two aspects: affecting factors and stages of the project, trying to understand the factors affecting cross-organization knowledge sharing method and the progress of knowledge sharing in different stages of the project. We also found that information department will change the processes of knowledge sharing and two variations are found. Finally, this research concludes that the information department plays the very important role as a mediator for knowledge sharing, and firms can adopt it when there is a knowledge gap between firms and their clients.

Abstract This research is to probe into the parent-child relationship and the learning adaptation of the foreign spouses¡¦ children. This study used a questionnaire that was designed using the ¡§Demographic Survey¡¨, the ¡§Father-Child Relationship Scale¡¨, the ¡§Mother-Child Relationship Scale¡¨, and the ¡§Learning Adaptation Scale¡¨. We received 161 usable samples from third to sixth-grade. The data was analyzed using statistical methods such as descriptive statistics, t-test, one way ANOVA , Pearson¡¦s correlation , and multiple regression. The major results are as follows: 1.The some demographic variables including birth order , grade level of elementary school and the contact windows with the teacher in a family of the foreign spouses¡¦ children had no significant influence on their learning adaptation. 2.The girls are significant superior to the boys in learning adaptation. 3.The foreign spouses¡¦ children from small families are significant superior to the foreign spouses¡¦ children from the extended families and the kinship families. 4.The foreign spouses¡¦ children whose mothers¡¦ nationality had significant influence on their learning adaptation. 5.The foreign spouses¡¦ children whose mothers can write Chinese are significant superior to the foreign spouses¡¦ children whose mothers can¡¦t write Chinese. 6.All aspects of the father-child relationships had significant influence on the learning adaptation of the foreign spouse ¡¦ children , the foreign spouses¡¦ children had the better father-child relationship , they had better learning adaptation. 7.All aspects of the mother-child relationships had significant influence on the learning adaptation of the foreign spouse ¡¦ children , the foreign spouses¡¦ children had the better mother-child relationship , they had better learning adaptation. 8.This study compared with the study with no foreign spouses prove that parent-child relationship is the chief reason in learning adaptation. According to the findings , suggestions were provided for the parents , educational authorities and the future researches.

In the energy service industry, many companies aware of the limitation of their own resources. A company is no longer able to compete with others alone, so they try to forge the strategic alliances to get the important resources to achieve their strategic goals. On the other side, cooperation with other companies is deeply influenced by the interactions among partners. The cooperation could be broken because of the lack of the communication. The purpose of this study is to discuss the factors affecting the cooperation performance. The discussed factors include communication, dependence, trust, and firm characteristics. The results show that a competitive-collaboration relationship is very popular. Many companies in this industry are small-middle size. Since they have the problems of ¡§diseconomies of scale¡¨ and ¡§scarce resource¡¨, organizations emphasize on cooperating. To strength cooperation performance, good communication has significantly effect on goal achievement, and high trust and dependence would enhance satisfaction with each other.

The microstructure of £b'-Cu6Sn5 during in the early stage of growth was studied. Sn was electroplated onto thin Cu foil at room temperature and the specimen was annealed at 150 ºC for 30 s. The Cu and Sn on the £b'-Cu6Sn5 surfaces were removed electrolytically and the specimens were analyzed with scanning and transmission electron microscopes. The £b'-Cu6Sn5 grains on the Cu side were as small as 5 nm but grew rapidly to 0.3 to 0.5 £gm on the Sn side. The orientation relationships between £b'-Cu6Sn5 and Cu were studied by a thin film technique. Cu was evaporated onto the NaCl (001) and (111) surfaces to form epitaxial Cu thin films and Sn was then evaporated onto the Cu films to form £b'-Cu6Sn5. Two types of orientation relationships were found, i.e., (1) [204]£b'//[001]Cu (zone axis), (40-2)£b'//(110)Cu, and (020)£b'//(1-10)Cu, and (2) [204]£b'//[111]Cu (zone axis), (40-2)£b'// Cu, and (020)£b'//(-1-12)Cu. The interfaces were analyzed. (Chapter 1) A very thin £b-Cu6Sn5 layer was formed by dipping thin Cu foil into molten Sn at 240 ºC for 1 second and quenching in ice water. The Sn and Cu on the £b-Cu6Sn5 surface were removed electrolytically to study the surface morphologies. The £b-Cu6Sn5 grains on the Sn side had a worm-type shape, about 0.3-0.5 £gm wide and up to 2 £gm long, but those on the Cu side were very small, about 5 nm in size. The nucleation and growth of the £b-Cu6Sn5 grains were discussed. The orientation relationships between £b-Cu6Sn5 and Cu were determined by transmission electron microscopy. The (11-20) plane of £b-Cu6Sn5 was found to be the interface with both the Cu (001) and (-111) surfaces, and a common orientation relationship of (0001)£b//(110)Cu was observed. The match of atoms between £b-Cu6Sn5 and Cu on the above interfaces were analyzed. (Chapter 2) A thin film technique was developed to study the orientation relationship and interface between £`-Cu3Sn and Cu by transmission electron microscopy. Epitaxial Cu thin films were grown on the NaCl (001) and (111) surfaces and Sn was evaporated to form £`-Cu3Sn directly without breaking the vacuum. The orientation relationship Z=[001]£`//[111]Cu, (100) £` //(-110)Cu, and (010)£` //(-1-12)Cu was found on the Cu (111) surface, but none on the Cu (001) surface. The interface was analyzed. (Chapter 3) The formation of the Fe-Al inhibition layer in hot-dip galvanizing is a confusing issue for a long time. This work presents a characterization result on the inhibition layer formed on a TiNb-stabilized interstitial-free steel after a short time galvanizing. The Fe-Al and steel interface was free from oxide, so that the Fe-Al intermetallic compound could directly nucleate on ferrite grains. TEM electron diffraction showed that only Fe2Al5 was formed and it had a well-defined orientation relationship of [110]FA// [111]Fe, (001)FA//(0-11)Fe and (1-10)FA//(2-1-1)Fe with Fe substrate where FA stands for Fe2Al5. The interfaces between Fe2Al5 and Fe are discussed. The Fe2Al5 grains nucleated epitaxially on Fe substrate had very small grain size, 20 nm or less, and several variants were intimately mixed. The grains grew rapidly to hundreds of nanometers toward the Zn side. (Chapter 4) The orientation relationships and interfaces of £_-AuSn with the Au (001), (110) and (111) surfaces were studied with transmission electron microscopy. Au was evaporated onto the NaCl (001), (011) and (111) surfaces to form epitaxial Au thin films and Sn was evaporated onto the Au film to form £_-AuSn. Two types of orientation relationships were found: (1) (11-20)£_//(001)Au, (0001)£_//(110)Au, and (1-100)£_//(-110)Au, which was found on the (11-20)£_/(001)Au and the(1-100)£_/(-110)Au interfaces; and (2) (11-20)£_//(-111)Au, (0001)£_//(110)Au, and (1-100)£_//(-11-2)Au, which was found on the (11-20)£_/(-111)Au interface. The interfaces were analyzed by the structures of the surfaces and the orientation relationships. The nucleation of £_-AuSn on these interfaces was also discussed. (Chapter 5)

Diss.--Universität München, 2009. / Includes bibliographical references.

Licentiatafhandling.