Submitted by Josélia Rabêlo (oliveira_joselia@hotmail.com) on 2017-03-30T14:27:19Z No. of bitstreams: 1 VF2 POS Banca Versao Final Defesa FGV 2017.pdf: 1264401 bytes, checksum: a7a0bc68508df7f0a776b8d201f02960 (MD5) / Approved for entry into archive by Pamela Beltran Tonsa (pamela.tonsa@fgv.br) on 2017-03-30T14:33:09Z (GMT) No. of bitstreams: 1 VF2 POS Banca Versao Final Defesa FGV 2017.pdf: 1264401 bytes, checksum: a7a0bc68508df7f0a776b8d201f02960 (MD5) / Made available in DSpace on 2017-03-30T14:37:25Z (GMT). No. of bitstreams: 1 VF2 POS Banca Versao Final Defesa FGV 2017.pdf: 1264401 bytes, checksum: a7a0bc68508df7f0a776b8d201f02960 (MD5) Previous issue date: 2017-03-02 / The objective of this research was to analyze how customers and suppliers create value by exchanging expertise in B2B relations, in knowledge intensive services. To better understand the relationship of these variables, an exploratory research strategy was adopted, because it allows analyzing the phenomenon through different perspectives - clients, suppliers and interaction between them. Field research was conducted in two phases. Phase 1 was used to deepen understanding about the topic of interest in diverse contexts. Nine interviews were conducted with managers of different types of knowledge intensive services – Human Resource Consultancy, Software and Engineering and Architecture. The results showed that complexity, customization and strategic relevance of the solution motivates the customer to participate in the co-production. The results of co-production are optimized when customers and suppliers interact and share their expertise throughout the phases of diagnosis and execution of the solution. Interaction between customer and supplier, and technical and business expertise sharing positively influence the client's perception of value. Customer participation in the co-production has positive effects on both economic and relationship value. Finally, it was observed that customers perceive the solution broadly including functional and also relational benefits of the solution. Phase 2 of the research was aimed at companies belonging to the architecture segment. It was adopted, as a research strategy, the study of multiple cases. Five cases of interaction between company and its client were conducted. Twenty semi-structured interviews were carried out, eight managers of the supplier companies and 12 client managers of these companies. In addition, secondary data on the participating companies were collected and field notes were taken. The results showed that the way in which customers and suppliers combine and complement business and technical expertise influences the coproduced results and the perceived value of the offer.This second phase has also revealed that coproduction is most effective when customers are more experienced, have business expertise, communicate their expectations and share this business expertise with their suppliers. The results suggest that the perception of economic value creation is more present when services are more complex, especially when the solution requires technical expertise exchange between clients and suppliers. The perception of economic and relationship value is more present when the solution requires technical and business expertise complementarity between clients and suppliers. The results also showed that expertise exchange between clients and suppliers depend on boundary spanners skills and capacities on both to achieve better results in service production. Some boundary spanners skills and capacities favor coproduction: encouraging the interaction of the external contact agent with the company and stakeholders, frequency of contact during the coproduction, engagement and motivation to participate in the solution, communication, flexibility, acceptance of suggestions and comments and negotiation. / O objetivo desta pesquisa foi analisar como clientes e fornecedores criam valor pela troca de expertise nas relações B2B, nos serviços intensivos em conhecimento. Para analisar o fenômeno por diferentes perspectivas - clientes, fornecedores e interação entre eles; foi utilizada a pesquisa exploratória, em duas fases de pesquisa. Na fase 1 foram realizadas nove entrevistas com gestores de empresas fornecedoras e clientes de consultoria de RH, software e tecnologia de informação e arquitetura e engenharia. ¬¬¬O propósito foi aprofundar o entendimento dos construtos pesquisados e avaliar qual dos serviços seria mais apropriado a ser explorado na segunda fase da pesquisa. Os resultados desta fase mostram que complexidade, customização e relevância estratégica da solução motivam o cliente a participar da coprodução. Os resultados da coprodução são otimizados quando clientes e fornecedores interagem e compartilham expertise nas fases de diagnóstico e execução da solução. A interação e a troca de expertise técnica e de negócios entre fornecedor e cliente favorecem a coprodução. A participação do cliente na coprodução e a troca de expertise com o fornecedor têm impacto positivo tanto para o valor econômico como de relacionamento. Por fim, observou-se que clientes percebem a solução considerando tanto os benefícios funcionais quanto relacionais com seus fornecedores. A Fase 2 da pesquisa teve como escopo as empresas pertencentes ao segmento de arquitetura. Adotou-se como estratégia de investigação o estudo de casos múltiplos. Cinco casos de interação entre empresa e seus cliente foram pesquisados. Foram realizadas vinte entrevistas semiestruturadas com oito gestores das empresas fornecedores e 12 gestores clientes dessas empresas. Também, foram coletados dados secundários sobre as empresas e foram registradas notas de campo. Os resultados evidenciaram que a maneira com que clientes e fornecedores combinam e complementam expertises técnicas e de negócios na solução influencia os resultados coproduzidos e a percepção de valor da oferta. A coprodução é mais efetiva, quando os clientes são mais experientes e têm expertise sobre seu negócio, comunicam suas expectativas e compartilham essa expertise de negócio com seus fornecedores. Os resultados também sugerem que a percepção de criação de valor econômico é mais presente quando os serviços são mais complexos, especialmente quando a solução demanda troca de expertise técnica entre clientes e fornecedores. A percepção de criação de valor tanto econômico quanto de relacionamento é mais presente quando a solução demanda complementaridade de expertises técnicas e de negócio entre clientes e fornecedores. Os resultados revelam que a troca de expertise entre empresa e cliente depende das habilidades e capacidades desse agente de contato de cada parte da relação para alcançar melhores resultados na coprodução do serviço. Certas habilidades e as capacidades dos boundary spanners favorecem a coprodução: incentivo a interação do agente de contato externo à empresa e stakeholders, frequência de contato durante a coprodução, engajamento e motivação em participar da solução, comunicação, flexibilidade, aceitação de sugestões e críticas e negociação.

Made available in DSpace on 2016-12-01T19:18:33Z (GMT). No. of bitstreams: 1 alexandre.pdf: 2045242 bytes, checksum: 1b3e698896436f1fb29516791db96e58 (MD5) Previous issue date: 2012-04-27 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / In recent decades, structural and socio-political changes occurred in the Brazilian public sphere caused mainly by the redemocratization process of the country. These changes influenced the inclusion of a new approach to public agrarian policies, the Sustainable Territorial Development (STD). The implementation of such programs encourages the construction of participatory spaces that enable the mobilization of a process of co-production of the public goods, i.e. spaces which would allow for a dialogue and the sharing of power and responsibilities between governmental authorities and civil society in the promotion of rural development. The management of these participatory spaces requires public managers to develop new skills and attitudes. Faced with this issue, the present dissertation seeks to answer the following question: In which ways institutional entrepreneurs of CODETER have promoted collective action and mobilized co-production in the management and planning of the rural development of the Santa Catarina mountain range? In order to answer this question, a combined case study strategy was employed which featured diverse techniques of data collection aiming the interpretation of the results. The case study was conducted in the Colegiado de Desenvolvimento Territorial (CODETER) which is located in the Santa Catarina mountain range. CODETER qualifies as na institute that promotes the implementation of STD actions. The analysis of the data was interpreted via the instrument of a range of theoretical lenses. The Theory of Social Skill (FLIGSTEIN, 2009) was used to identify and understand the tactics institutional entrepreneurs used to coordinate and mediate the conflict in planning the territorial development in the context of CODETER. Different paradigms on the phenomenon of collective action were also considered in order to grasp whether there is in fact concerted action in the mountain range of Santa Catarina (CODETER) and what are its main features. Furthermore, based on the concept of co-production of public goods and their variables, we sought to understand to what extent this collective action promotes a new kind of public action, one which would deepen the participation and engagement of civil society with the public problems of the territory. As a result of the field research, the existence of a collective action in the CODETER was confirmed, through which various initiatives that have contributed to rural development of the territory have emerged. A further observation of field research was that the co-production of public goods was occurring, though one of low intensity. Some obstacles observed to co-production in the Collegiate were: disempowerment of some of the players from civil society; uniformity of the represented social groups; and conflicts involving the dispute of resources and institutional interests. Notwithstanding, the co-production is an ongoing process in the CODETER. Currently their advocates display a greater engagement with public issues, a collective understanding of rural development and a deeper sense of belonging to the territory than that prior to the time of implementation of the program. In order that these advances would occur, the role of the institutional entrepreneurs was crucial. They used their social skills to alleviate the limitations of the coproduction process and to promote the legitimacy of the Collegiate in the region. The observed results corroborate the conclusion that the CODETER was institutionalized, becoming a legitimate council in the region, because there was a movement of collective action of different local actors, coordinated by institutional entrepreneurs of the territory / Nas últimas décadas, mudanças estruturais e sociopolíticas ocorreram na esfera pública brasileira, provocadas, principalmente, pelo processo de redemocratização do país. Essas mudanças influenciaram a inserção de uma nova abordagem na agenda das políticas públicas agrárias, o Desenvolvimento Territorial Sustentável (DTS). A implementação de programas governamentais com esse enfoque desafia a constituir espaços participativos que oportunizem a mobilização de um processo de co-produção do bem público, ou seja, que possibilitem o diálogo e o compartilhamento de poderes e responsabilidades entre entidades públicas e da sociedade civil na promoção do desenvolvimento rural. A condução desses espaços participativos exige que os gestores públicos desenvolvam novas habilidades e atitudes. Diante desta problemática, busca-se nessa dissertação responder: De que maneira os empreendedores institucionais do CODETER têm atuado para promover a ação coletiva e mobilizar a co-produção no planejamento e gestão do desenvolvimento rural da Serra Catarinense? Para responder esta questão, foi empregada uma estratégia de investigação de estudo de caso que combinou a utilização de diversas técnicas qualitativas de coleta de dados para orientar a interpretação dos resultados. A pesquisa concentrou-se no Colegiado de Desenvolvimento Territorial (CODETER) da Serra Catarinense, que é um órgão paritário de planejamento e articulação de iniciativas para o DTS. Para embasar a análise, foram utilizadas algumas abordagens teóricas. A teoria da Habilidade Social (FLIGSTEIN, 2009) foi empregada para identificar e compreender as táticas que os empreendedores institucionais utilizaram para coordenar e mediar o conflito no CODETER da Serra Catarinense. Diferentes teorias sobre o fenômeno da ação coletiva também foram considerados para compreender se existe uma ação concertada no Colegiado e quais suas características principais. Além disso, com base no conceito de co-produção do bem público e suas variáveis, buscou-se compreender em que medida essa ação coletiva promove um novo tipo de ação pública, ampliando a participação e o comprometimento da sociedade civil com os problemas públicos do território. Como resultado da pesquisa, constatou-se a existência de uma ação coletiva no CODETER, por meio da qual emergiram diversas iniciativas que contribuíram para o desenvolvimento rural do território. Verificou-se, ainda, a ocorrência de um processo de co-produção do bem público, porém, de baixa intensidade. Alguns dos obstáculos observados para co-produção no Colegiado foram: baixo empoderamento de alguns representantes da sociedade civil; uniformidade dos segmentos sociais representados; e conflitos envolvendo disputas de recursos e interesses institucionais. Contudo, a co-produção é um processo em construção no CODETER. Atualmente, seus representantes possuem um engajamento maior com os problemas territoriais, um significado compartilhado de desenvolvimento rural e um sentimento de pertencimento com o território maior do que o existente na época da sua implantação. Para que esses avanços ocorressem, foi essencial o papel dos empreendedores institucionais que utilizaram suas habilidades sociais para amenizar as limitações do processo de co-produção e promover a legitimação do Colegiado na região. Os resultados observados corroboram que o CODETER se institucionalizou, tornando-se um conselho legítimo no território, porque houve um movimento de ação coletiva dos diferentes atores locais, coordenado por empreendedores institucionais do território

This research explores how community-centered solutions facilitate the success and ownership of the response actions to deal with a public health emergency, such as the Covid-19 pandemic. When an outbreak or a hazard impacts a group of people, there is a strong need for communication in order to be able to access to the right information that takes people to make the correct decision and thus to take a protective action to be safe. This approach, known as Risk Communication and Community Engagement (RCCE)[1], allows the co-production of knowledge needed for a group of people to remain safe. For this approach, social listening tools, such as media monitoring and community feedback collection are critical understand communities’ needs. Its analysis allows to tailor a RCCE strategy that is able to substantially reduce the threat that a public health emergency poses to human lives[2].  Communities need solutions that are adapted to their needs in order to be able to deal with any emergency, including the Covid-19 pandemic. The RCCE approach empowers communities and provides them with the tools to amplify their voices. This participatory approach allows them to co-produce knowledge and get full ownership of the solutions.  Nevertheless, in an environment with excess of information, it may not be easy to discern the truth from the false. Unverified information and rumors are frequent and social media channels facilitate their rapid dissemination without borders. ‘Infodemic’ refers to an excessive amount of information concerning a problem such that the solution is made more difficult. (WHO, 2020)[3]  Some rumors may encourage people to take wrong decisions and perform actions that exacerbate risks during an emergency. The RCCE approach helps to promote real-time exchange of information to avoid that rumors and disinformation flourish. (WHO, 2018)[4]. It also allows to identify and implement community-centered solutions to communities’ problems.  RCCE needs data to monitor and evaluate its activities and reach effectively populations in risk to encourage them to observe the health preventive measures. Lives at risk depends on the right information conveyed through the right channel at the right time. To be able to supply tailored and accurate information to those communities and engage them, evidence-based RCCE strategies are needed, respecting the socio-anthropological and cultural context of the community. This research is based on the findings from five African countries -Cabo Verde, Cameroon, the Gambia, Mozambique and Niger-, all of them seriously affected by current Covid-19 pandemic. Its conclusions help to understand the critical role that RCCE plays in health emergencies resilient recovery.   [1] World Health Organization (WHO) (‎2020)‎. Risk communication and community engagement (‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎RCCE)‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎ readiness and response to the 2019 novel coronaviruses (‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎2019-‎‎nCoV)‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎‎: interim guidance, 26 January 2020. Geneva: WHO. [2] Risk Communication is one of the eight core functions of the International Health Regulations (2005) [3] World Health Organization (WHO) (‎2020)‎. Infodemic management: a key component of the COVID-19 global response. Weekly Epidemiological Record 95 (‎16)‎, 145 - 148. World Health Organization.  [4] World Health Organization (WHO) (2018). Communicating Risk in Public Health Emergencies - A WHO Guideline for Emergency Risk Communication (ERC) policy and practice. Geneva: World Health Organization.

La thèse s’emploie à retracer le système complexe de cristallisation des idées autour desquelles se sont montées les opérations urbanistiques et architecturales qui transformèrent le paysage Bruxellois dans l’après-guerre, une transformation qui s’est faite en absence de système formel de planification. Cette absence, combinée à la mise en œuvre d’importants travaux d’infrastructures ferroviaire et routière dans un contexte de boom immobilier, a forgé une perception générale de cette période comme erratique, destructrice et prédatrice.La recherche s’inscrit dans une volonté générale de reconsidération des effets de la transformation Moderne de Bruxelles dans ce qu’ils représentent dans la structure actuelle de l’agglomération (héritage « tangible ») et dans ce qu’ils révèlent des pratiques de conception et de construction de la ville (héritage disciplinaire), se fondant sur un travail de description des formes urbains héritées et de ses conditions d’émergence.Décrire la transformation nécessite avant tout —c’est la première partie de la thèse— de disséquer —pour s’en écarter— le discours sous-jacent à la l’historiographie bruxelloise, dominée par le concept de « bruxellisation », soit le saccage patrimonial et social d’une ville, dans une collusion entre mondes politique et immobilier, en absence de toute publicité ou concertation. A Bruxelles, le rejet de cette période s’allie à une nostalgie de l’art urbain des tracés, dans un ostracisme caractérisé de l’urbanisme Moderne. Dans ce contexte, la recherche propose d’adopter le regard porté par des chercheurs qui depuis une vingtaine d’année, aborde la forme urbaine non plus via l’histoire de la ville mais celle de l’urbanisation.L’hypothèse de recherche est que la transformation moderne de Bruxelles s’opère d’une manière opportuniste, certes, mais bien plus stratégique que ce qui a été considéré jusqu’ici, où acteurs du développement urbain et concepteurs partagent des idées communes quant au futur de la ville, se réunissent autour de questions urbaines bien définies, et construisent des alliances objectives pour réformer progressivement, mais en profondeur et dans son ensemble, le paysage de la capitale. Si la période de transformation Moderne est spécifique par l’ampleur de son impact sur la structure urbaine, dans le contexte modernisation générale du territoire belge et de la distribution spatiale de cet appareil productif, elle illustre par contre une continuité en matière de pratiques d’aménagement, via des instruments de planification éprouvés, bien ancrés dans une culture spécifique belge de fabrication de la ville, qui amène à s’intéresser tout particulièrement au travail des administrateurs territoriaux, et des concepteurs qui les conseillent.La seconde partie de la thèse s’emploie dans ce cadre à démontrer les concordances de vue entre les différentes administrations compétentes pour le dessin du territoire bruxellois, en observant l’action des deux niveaux de pouvoir alors en présence. D’une part, les communes, qui travaillent, de manière singulière mais coordonnée, pour maîtriser la forme urbaine de l’agglomération en développement. D’autre part, l’Administration Nationale de l’Urbanisme, dont l’existence correspond à la période de la transformation Moderne qui développe une réflexion approfondie sur le positionnement et la gestion de la croissance des villes principales sur le territoire belge et se lance, dès sa création en 1945, dans une tentative de coordonner les mutations de Bruxelles. Cet exercice fait l’objet d’un chapitre particulier, consacré à l’expérience singulière, menée par l’Administration de l’Urbanisme et le bureau d’études du Groupe Alpha, de l’esquisse d’un plan à l’échelle de l’agglomération, resté officieux, mais qui se révèle finalement un miroir fidèle des politiques et opérations en cours.L’analyse du travail des administrations fait apparaître une forme de scénario zéro pour l’époque, soit un futur vraisemblable et potentiel du territoire bruxellois de l’après-guerre. La description de ce scénario zéro constitue la troisième et dernière partie de la thèse.Cette description est structurée à partir de la construction et l’analyse de deux figures spatiales qui correspondent autant à une lecture contemporaine de la ville qu’aux idées sous-jacentes aux exercices de planification de l’agglomération bruxelloise dans l’après-guerre. Ces figures rassemblent une constellation d’éléments hétéroclites, des opérations architecturales, infrastructurelles, des plans urbanistiques, des publications, des discours, éléments dont l’agencement révèlent leurs relations, les débats qu’ils génèrent et les idées qui les animent par rapport à la construction d’une métropole capitale moderne. Elles démontrent le consensus autour des modes de fabrication de la ville, les idées partagées relatives à une forme urbaine aérée, verte et fluide, la volonté commune d’adapter l’espace urbain à la mobilité et à l’économie de la Modernité, et à la fois le profond dissensus opérationnel entre ces mêmes acteurs, montrant ainsi toutes les limites d’un système de gestion du territoire dépourvu de coordination générale et de leviers publics de grande échelle, qui ne pourra que générer des réalisations certainement en partie aujourd’hui signifiantes, mais toujours très parcellaires. / Doctorat en Art de bâtir et urbanisme (Architecture) / info:eu-repo/semantics/nonPublished

This study aimed to investigate the critical success factors for the community management of rural water supplies in the Ohangwena Region, Namibia. Rural communities in Namibia receive water through the Community Based Management (CBM) strategy, which necessitates water governance decentralisation, thereby enabling local communities to participate fully in the management of their water resources. In pursuance of this policy and philosophy, a large number of water point committees have been created nationally to manage the water system in rural areas. However, it is reported that at least half of the existing water points in rural areas in Namibia are faulty and dysfunctional, and the majority of people are still struggling to access clean water. Rural communities in the Ohangwena region have over the years experienced water scarcity, compelling them to drink unsuitable and salty water for survival. The main objective of the study was to examine the critical success factors for the community management of rural water supplies in the Ohangwena Region of the country. More specifically, the study endeavoured to examine key considerations having a positive impact on the success of the management of the rural water supply in Namibia, using the Ohangwena Region as a local case study. Both qualitative and quantitative methods were used in the study. The research methods included a mini-survey, document analysis and interviews. Purposive sampling was used to select the participants. All these approaches were applied to investigate the critical success factors for the community management of rural water supply. The findings from the study affirmed that polycentric principles govern the provision of Namibian rural water supply. Governance issues, leadership attributes of the committee members, training and capacity building, level of community involvement, coordination and support were identified as critical success factors for effective management of rural water supplies. Among factors identified as hampering effective management of the rural water points were a lack of implementation of specific regulations and stipulations of the National Water Policy of 2008 and Water Resource Management Act 11 of 2013 (although the Act was formulated, it still remains to be implemented), lack of skills among the water point committees, lack of financial and human resources and a lack of an oversight role by the government. The study recommended the enforcement of water management policies, harmonisation of laws and regulations as well as the provision of economic incentives to the water committees to ensure sustainable and efficient supply of water to communities. Finally, a rural water management model was developed, which is anticipated to contribute towards improved management of rural water provision in the study area. / Public Administration and Management / D.P.A.

Introduction: The introduction presents concepts around hands-free interactions. Furthermore, topics of digitalization, value co-creation, and how technology suppliers and end-users co-create value through the application of eye-tracking is described. Problem discussion: Healthcare is a complex system and is becoming more accustomed to the value co-creation concept with all types of stakeholders. New technologies are needed in healthcare to ensure positive patient outcomes and sterility. These technologies appear in hands-free devices such as eye-tracking technology. Limited research is found on interactions between healthcare practitioners and/or researchers with technology providers with key actors as suppliers and practitioners. Looking further at value co-creation, to achieve hands-free healthcare, it is necessary to fully utilize nascent digital technologies while incorporating them into digitalized processes. Hence, additional study is needed to investigate how key actors co-create value and promote the full use of advanced technologies. Purpose and Research Question: The purpose of this study is to understand how value is co-created by the application of hands-free devices in healthcare settings. To do that, we explore the activities performed by technology suppliers and technology end-users (healthcare practitioners and researchers) that enable value co-creation through the application of eye-tracking devices in hands-free healthcare. This study seeks to answer the research question: How do technology suppliers and end-users co-create value through the application of eye-tracking in hands-free healthcare? Theoretical Framework: Theoretical Framework was established based on scientific literature. Furthermore, it is split between concepts of value-in-use, value co-production, and two stages of digitalization, where the first stage is digitalization of products and services, the second stage is digitalization of activities and decisions. Methodology: In this thesis, qualitative descriptive research with a deductive approach is followed. Empirical data was collected through three exploratory and ten semi-structured interviews, where six semi-structured interviews were conducted with suppliers (primary data) who are employed in an eye-tracking supplying company, and four end-users (supportive data), which are healthcare practitioners and/or researchers. Findings & Analysis: Here, findings gathered from primary (technology suppliers), supportive (end-users), and secondary sources (documents) were analyzed and compared to the literature and theoretical framework. Conclusion: Concluding, 20 activities were found for the value co-production part of the research and 23 activities for the value-in-use part. Some of the found activities could not be supported by scientific literature or framework and are explained as additional findings.

The growth within internationalization has changed the world at a rapid pace, with businesses expanding into foreign markets on a daily basis. Similarly, to the growth within internationalization, social media has changed how marketing activities are conducted throughout the world. Influencer marketing has been one of those drivers of growth, changing the way that brands market themselves on a global basis. Therefore, there is a need to understand the relationship between internationalization and influencer marketing but determining the role that internationalization plays in the way that influencer marketing is used within businesses that plan on expanding to new markets. In relation to how traditional marketing tools are adapted through the use of influencer marketing during the internationalization process. For the data collection two interviews were conducted along with one questionnaire with 109 respondents. The study has followed the same structure as can be seen in the frame of reference, according to two main subjects: Internationalization and E-marketing. The findings gathered through the questionnaires showed that credibility was highly valued in relation to that the use of local influencers was preferred to increase trust and credibility between the brand, influencer and their target audience. Along with credibility being more valued by the respondents than an influencer's network size. The findings from the interviews show that the use of influencer marketing is greatly dependent on the needs and preference of the individual market. While one brand preferred a more united front, yet still adapting to the Chinese market in terms of using local influencers and social media platforms. The other brand favored using local influencers in their different markets in order to best reach their consumers. Influencer marketing was used by the two brands to build brand awareness in new markets, through different influencer networks, yet the size of the network was not important for one of the brands, instead it was the connections within the network that were important.

文化創意產業乃近年來政府所大力推動的重點產業，儘管文化究係一種「服務」或「產業」，爭議頗多，然而睽諸世界先進國家，如英國設有事權統一之文化媒體體育部(The Department of Culture, Media and Sport)職司全英文化政策之擬訂，並以發行彩券部份收入，鼓勵新穎多元之創作；再如丹麥政府早就發現企業界和文化界的語言渾然不同，發現國家需要教育課程來訓練學生如何經營文化事業，這包括建立對整個產業的知識，能夠斡旋協調、解決衝突，並擁有處理預算、智慧財產權、合約及版稅的能力，於是當務之急，是希望商學院可以把注意力多放在文化界的發展潛力上，增加相關主題、課程和所謂「第三級教育」的訓練；澳洲則就文化產業核心，從精英藝術與社區藝術之論述，進一步發展到休閒與娛樂；其文化態度，亦跳脫文化公民權之爭論，邁入文化消費期。凡此種種，皆從發展文化創意「產業」之角度，作為施政方針。 　　反觀台灣文化創意產業之經營環境日益艱困，至今未有事權統一之「文化部」，文化創意政府分工上，教育部獨置身事外以及至今未能建立諸如好萊塢的「完工保證」制度以吸引投資者等，因此本研究所欲探討之主題計有四項： 1.文化創意產特質為何？與過去台灣所擅長的製造業的價值鏈、商業模式等，有何不同？ 2.政府政策之制訂與產業界之需求，其緊密度為何？是否尚有政策調整之空間與方向？ 3.文化創意產業之經營者係一「守門人」之角色，此守門人之角色如何整合「線上成本」與「線下成本」中之各個成員角色，在「彈性專業化」的合作關係中，形成一種商業模式？ 4.文化創意人普遍缺乏避險觀念，因此如何「以銷定產」，透過「創業財務」理論，經由「高概念」與「國際分工」募集資金，迴避風險，是為本研究所要深入探討的主題。 / The idea of developing cultural and creative industries has been putting forward by the government in recent years even though the arguments of culture being as a service or an industry remains disputable. However, policymakers in more advanced countries have moved beyond the debate and recognized the importance of the industries at different level: The United Kingdom sets up the Department of Culture, Media and Sport as the solo division in charge of policy formulation. Part of the income from National Lottery is devoted to encourage creation; Being aware of the differences between business professionals and creative talents, Denmark educates students with the know-how of cultural industry management, including the skills of negotiation and conflict solving and the abilities to deal with budget, copyright, contract and royalties. It also urges business schools to enhance entrepreneurial potential by adding more topics, classes and so-called “tertiary education” to their curriculums. Australia, on the other hand, has extended the core value of culture and creative industries from elite and community arts to recreation and entertainment. It has moved from the phrase of debating cultural citizenship into cultural consumption. With reference to the experience of other countries, we can conclude that culture and creativity sectors should be considered as “industries” rather than “services” for policy measures. On contrary, the business environment has become difficult for the cultural and creative sectors in Taiwan. There’s no one single government entity to take account of cul-tural factors and attach greater importance to promoting the development of cultural indus-tries in the course of policy formulation and implementation; Ministry of Education has not partake in studying the vision for development and direction for the industries; Lacking of completion guarantees leaves investors with big doubts and consequently hider the estab-lishment of finance resources. To solve the above-mentioned issues, this research will fo-cus on: 1.The characteristics of cultural/creative industries. How are they different from the value chains and business models of manufacturing that has dominated Taiwan's industrial sector? 2.The gaps between current policies and the real needs of the industries. What can be done to favor the development of the sectors? Any adjustment to make or ap-proach to establish? 3.The role of decision makers in cultural/creative industries as “gatekeepers.” How do they control the above and below the line costs and utilizing the concept of flexible specialization to manage their businesses? 4.The sales and marketing of creative products. Traditionally, creative talents have little knowledge on risk control. How to develop new products or services in the context of existing provision in the market? How to avoid risk and raise money by bringing in the notion of “high concept” and “co-production” in filmmaking?

社會經濟隨著科技的發展而不斷的演變，服務業對於人類生活的重要性也逐漸提升，資訊科技(IT)的力量也大幅提升服務業的營運與績效。IBM提出 「服務科學管理與工程」(Service Science, Management and Engineering; SSME)，目的是研究如何透過各領域的結合達到服務創新(Service innovation)，包括如何建立新興服務概念設計、如何藉由科技建立量化、標準化、以及系統化的服務設計、服務流程、與服務品質管理協助提升服務生產力(Service productivity)以增進顧客滿意度等議題。由於「服務」相較於「產品」具有不同的特性與內涵，例如服務流程中顧客輸入(Customer input)對於服務程序(Service operation)與服務品質(Service quality)都有關鍵性的影響，且服務內容通常屬於「知識取向」(Knowledge-intensive)為主，服務業較為關注參與者之間的互動與服務交換。然而，服務的「異質性」(Heterogeneity)更存在難以標準化與量化的問題。「智慧型服務設計」(Intelligent Service Design; iDesign)旨在探討如何從服務流程(Service process)中，讓服務提供者(Service provider)與顧客/服務接受者(service receiver)之間的相互共同合作(co-production)來達成互利的服務傳遞(Service delivery)。今日大家期待服務科學這個新領域帶來產業發展機會，尚需要透過更多跨領域的產官學合作。本文將透過一個結合資訊科技、人及服務流程的服務系統範例，來帶領大家探索服務科學的新領域。服務業可以藉由此一參考架構來思考如何可以提供服務生產者與消費者透過科技化的共同生產機制達到共創價值(value co-creation)。本文中所提出的創新服務設計之參考架構與方法論中包含服務的分類、服務系統模式化、以及顧客體驗品質衡量，並彰顯服務業如何從服務科學角度出發，提升服務科技化與創新服務的競爭優勢。 / This study is to present an intelligent collaborative service system (CSS) design (iDesign) including the CSS classification, an analysis-design modeling method, and an experience quality evaluation model for systematic service innovation. State-of-the-art information technology can be used to develop the CSS according to three comprehensive procedures, enabling semi-automated value co-production and systematic service innovation that can meet the goals of service productivity and customer satisfaction for service providers and customers. In view of the preceding research purpose, the three major research questions are addressed in this study: What kind of collaborative service systems can be classified and identified based upon the prerequisites of value co-production? How the collaborative service systems can be modeling and automating its cognitive process and knowledge representations using an analysis-design method (i.e. intelligent service machine)? How an evaluation model can measure the experience quality of the service providers and the customers, and embed the model into the CSS in order to perform service quality management? Meanwhile, the evidences to effects of iDesign-based CSS applications that implemented by the three practical service systems of artwork design, for example, a transactional marketplace service system for mediating music content creation (DesignStorming), a collaborative alignment service system for assisting mobile phone design service (iMobileDesign), and a collaborative personalization service system for facilitating interior design service (iInteriorDesign). According to the research process of design science, this study adopts a single case study to refine the proposed artifact (i.e., iDesign). iInteriorDesign is one of iDesign-based CSS applications, which is analyzed and developed by simple service machine (SSM) and intelligent service machine (ISM) and with the embedded evaluation of E-QUAL based upon one category of classification framework of iDesign. This qualitative study draws the deductive consequence and further proposed a deductive model of theory a (Symbiotic Collaborative Service Model) built by means of the resource dependence theory (RDT) testing. iInteriorDesign envisions an entirely new interior design service experience enabling collaborative interior design provision; architects or interior designers can use the system to effectively communicate with customers based upon symbiotic interdependence relationship behavior to better identify their needs and wants and even attain new inspirations of concept styles from the interactions. The results of case study have conducted the deductive important behavior of symbiotic interdependence relationship within the CSS applications. The results of qualitative research also can further generalize the identical behavior to the adaptability and evolution of value co-production and mutual adaptability within iDesign.

Diese Arbeit zeigt die Reproduktion ungleicher Risikolandschaften von Überschwemmungen auf. Die fortschreitende Urbanisierung in den Küstenregionen der Welt ist mit zahlreichen unterschiedlichen Risiken verbunden, denen sozio-ökonomisch benachteiligte Gruppen in besonderem Grad ausgesetzt sind. Dennoch ist Wissen über soziale Dynamiken, die solch ungleichen Risikolandschaften zugrunde liegen, gegenwärtig begrenzt. Das Densu Delta, ein dynamisch urbanisierendes Feuchtgebiet westlich von Accra, dient hier als Fallstudie, die anhand von qualitativen Daten mit Methoden der Humangeographie untersucht wird. Die übergeordnete Forschungsfrage lautet: Was sind die Beziehungen und Dynamiken, die die Verteilung von Überschwemmungsrisiken gestalten, und wie verfestigen sich diese in den gegenwärtig stark ungleichen Mustern von Überschwemmungsrisiken rund um das Densu Delta? Das Konzept ‚Risikolandschaften‘ (‚riskscape‘) wird hier mit Sichtweisen des kritischen Institutionalismus und der Argumentation verbunden, um Prozesse zu analysieren, die eine ungleiche Verteilung von Vulnerabilität und Anpassungskapazität bedingen. Die Ergebnisse zeigen erstens, dass institutionelle und bio-physische Dynamiken eine vielfältige Landschaft von Vulnerabilität erzeugen. Zweitens wird Anpassungskapazität von dynamischen Autoritätsverhältnissen geprägt. Drittens erweitern Unterschiede in Policy-Argumenten auf verschiedenen Ebenen und in unterschiedlichen Sektoren die Implementierungslücke in der Anpassung an Überschwemmungen. Die Arbeit leistet einen Beitrag zur bestehenden Forschung, indem die Rollen von Schlüsselakteuren und von unsichtbaren Praktiken und Institutionen in der (Re-) Produktion von ungleichen Risikolandschaften betont werden. Diese werden hier am Beispiel von Überschwemmungen im Densu Delta in Accra aufgezeigt. Skalenübergreifende Interaktionen in Risikolandschaften und deren praktische Implikationen für die Minimierung von Überschwemmungsrisiken bedürfen der weiteren Forschung. / The thesis shows how uneven landscapes of urban flood risk are (re)produced. Coastal urbanisation comes with multiple risks, to which the poor are particularly exposed. Social dynamics underlying uneven riskscapes are however poorly understood. The Densu delta in Accra, a dynamically urbanising wetland, is analysed as a case based on qualitative data with methods from human geography. The overall research question is: What are the relations and dynamics that shape the distribution of flood risks, and how are they materialised in the currently highly uneven patterns of flood risk around the Densu delta? The concept of ‘riskscape’ is applied through lenses of critical institutionalism and argumentation to analyse the processes behind uneven distribution of vulnerability and adaptive capacity. Findings are that firstly, institutional and bio-physical dynamics produce a diverse landscape of vulnerability. Secondly, dynamics of authority shape adaptive capacity. Thirdly, disparities in policy arguments widen implementation gaps in adaptation to flooding. The research contributes to the existing literature in highlighting the role of actors and underlying practices and institutions in shaping multiple uneven riskscapes. In the present research the reproduction of uneven riskscapes of flooding is shown for the Densu delta case. Further research ought to look at cross-scale interactions between riskscapes and their practical implications for flood risk reduction.