Using an emergent design, this study developed a program approach for young people in the child headed households of Zambia. Phase I dealt with prior ethnography, Phase II focused on independent living services, and Phase III concerned translation to Zambia. A total of 36 participants from Richmond, consisting of 20 Richmond Department of Social Services workers and youth and 16 Africans, were recruited. Three major themes emerged: feasibility, content, and quality. Lessons learned about translational research highlight the need for uniformity in a cultural screen’s composition. This might enhance the richness of perspectives on young people. Lessons for the Department of Social Services include a need to focus on tracking young people exiting services. This might involve exit interviews with young people and guidance with life decisions. There were lessons about decisions regarding local and expert knowledge in the translation process. This often becomes difficult when there are no assurances of participant uniformity. Paying attention to issues of local and expert knowledge would eliminate decision barriers that might arise during the translational process. Implications for social work education suggest that an emphasis on cultural competency might help students at the BSW and MSW levels to become better managers of adolescents. Implications for practice and policy include enhancing access to education and health for all young people. This process might be facilitated by the enactment of polices that highlight education and health for all young people at national and state levels. The following are crucial considerations for practice with young people: recruiting and training appropriate staff, promoting civic education, collaborating with young people, strengthening community involvement, strengthening agency collaboration, and developing targeted services. Implications for further research include: exploring what areas to consider when making a paradigm jump, considering cultural principles as bridges for making that jump, examining the implications for translational research as opposed to diffusion of innovation, determining what types of research samples would eliminate some of the gender issues that emerge with focus groups, recruiting more young people as participants, and conducting a study that focuses on lived experiences of young people.

本篇論文主要在探討台灣行動電子產品的市場擴散模式，以行動電話、筆記型電腦與PDA為例，來探討個別行動電子產品的產業發展概況。 ■　行動電子產品的擴散模式，有以下的特性： 1. 在運用技術採用生命週期理論前，需要先注意本身產品的特性，如「易攜性與方便使用」、「具個人隨身資訊管理功能」、「具傳輸資料的通訊功能」、「具智慧型處理能力」，以瞭解會吸引何種潛在使用者。 2. 行動電子產品本身的可攜性、資料處理功能，皆吸引了第一區隔族群的早期使用者購買，因此行動電子產品的初期銷售皆呈現了一波看好。 3. 行動電子產品面臨的成長不連續，是由於產品本身的功能性已吸引第一區隔族群的早期使用者，因此可呈現一波成長。但因為產品的「可靠性」、「便利性」以及「價格」因素的問題，無法吸引早期大眾的青睞，讓產品本身的市場發展出現不連續的狀態。 4. 行動電話、筆記型電腦、PDA等，其在產品的功能性上皆可吸引早期使用者的購買，但在吸引早期大眾的購買上，還是以改良其操作介面、提高產品的穩定度來做著手。因此真正影響到潛在使用者購買產品的，決定性因素還是在於產品本身的特性，若產品的價格功能比達到潛在顧客的標準，以及其操作便利性容易，則會吸引潛在顧客的購買。外部環境的影響以及資訊擴散對於提升潛在使用者購買動機的影響較小，而是以將非潛在使用者進而轉變成為潛在使用者較有所幫助。而除了外部環境與資訊擴散外，產品本身功能的延伸也可以擴展潛在使用者的數量與族群。 5. 行動電子產品的主要兩個區隔族群：「商業人士」、「非商業人士」，早期使用者主要存在於商業人士中，而非商業人士則是以早期大眾、晚期大眾為主，因此要提升產品的銷售，可由鴻溝出現前的顧客需求與非商業人士的需求差異，作一比較，針對其中的產品特性差別作改善。 ■ 資料處理取向的筆記型電腦與通訊導向的行動電話在族群擴散時，不同點為： 1. 資料處理取向的筆記型電腦與PDA，由於其潛在顧客數量與族群本身就被資料處理、數位助理限制住，因此容易讓潛在顧客陷入成長的困境中。因此若要讓潛在顧客群的數量有大量的提升，則需要靠電腦教育的普及，以及網際網路的助益，才有辦法讓電腦使用人口提升，進而增加潛在使用者的數量。 2. 相較於通訊導向的行動電話，由於行動電話本身的通訊功能是大眾不可或缺的，因此其潛在顧客群規模本就比較大，發展的潛力也大了很多。 3. 除了潛在使用者的問題，筆記型電腦與行動電話本身的使用障礙也有很大的差異，筆記型電腦本身的視窗系統雖然越來越人性化，但其問題與安裝仍有進入障礙，不像行動電話的軟體系統上使用便利，因此其成長曲線呈現快速的成長。 4. 在資料處理與通訊功能結合下，將會產生無線數據傳輸的功能，而在這兩功能的族群交集下，由於於資料處理的族群數量有限，因此其潛在使用者可能不是無線通訊的使用者，而較可能為是同時使用兩種功能下的使用者，因此可考慮在此前提下進行族群的探討與發展。 / Since 1997, the mobile electronic products became more and more popular, including mobile phone, notebook computer, and PDA. Because of the revising of communication law in 1997, the wartime of the mobile phone industry came. More and more people in Taiwan started to pay attention to mobile phone, and cheaper and cheaper the price of mobile phone is. In this way, the mobile market in Taiwan grows very fast. The rate of popularity of mobile grew to 80+% in 2000. Since the price of notebook computer down in 1997, the sales of notebook became better. Beside the price down, the popular of Internet and Win95 system are the main reason of the growth of notebook market. Another mobile electronic product: PDA, will be the next star of mobile electronic product. That is why this thesis trys to discuess these three mobile electronic products. <Objectives> This thesis trys to investigate the growth of the market of mobile electronic product, including mobile phone, notebook computer and PDA. This thesis will discuss the diffusion model of mobile electronic product in Taiwan, including the diffusion of distinguish of customers, the model of each different product the same or not. The furthermore, this thesis still try to establish the common diffusion model of mobile electronic product. The main object of this thesis is: 1. The characteristic of mobile electronic product. 2. The develop model of each mobile electronic product market before the growth of discontinuity. 3. The reason of the discontinuous growth of each mobile electronic product. 4. The influence of product reformation, diffusion channels and environment on the diffusion of divisive customers. 5. To develop the common diffusion model of mobile electronic product by the characteristic. <Research Structure> This thesis is based on diffusion of innovation as the core and supported by the industry report. According the diffusion reports and book, a diffusion model should include four elements—environment, product characteristic, diffusion channel and divisive customers. The research structure is as follows: In this diffusion model, including four main elements—environment, product characteristic, diffusion channel and divisive customers, each one element effect on another one. The environment would affect the characteristic of product and diffusion channel and customer behavior. The characterisic of product will affect on the customer’s purchase desire. The diffusion channel will decide how many customers knowing the product, and the diffusion channel include two kinds of channel—production diffusion and information diffusion. <Case Choice> This thesis choose three mobile electionic product: 1. mobile phone 2. notebook computer 3. PDA <Research Methodology> This theris adopts the case study using industry report and in-depth managers and customers interviews. Before interviewing, the author has collected related data and the under-practicing data of every industry. <Case Analysis and Conclusions> 1. Before using ‘Technology Adoption Life Cycle’, we have to understand the characteristic of the mobile electronic product, in order to understand what kind of customer will be attracted. 2. The property of carrying and data processing of mobile electronic product will attract the early adopters of first division customers. 3. The discontinuous growth of the product is because of the incomplete of reliability, convenience and price, so the early majority don’t want to purchase the product. 4. To make the customer to purchase the product, the critical factor is the characteristic of the product. If the product has complete capability, the customers will have willing to buy. 5. The main two divisive customers is ‘business people’ and ‘not business people’. The most of the early adopters is included in first division, and the second division is mainly formed of early majority and later majority. If we want to know the difference between the demand of early adopters and early majoritys, we can know it by comparing the demand of first division with second division.

在當前全球受到全球暖化所帶來許許多多氣候異常現象，造成人類生命財產安全的嚴重影響，世界各國莫不致力於節能減碳，開發再生能源來取代目前的石化燃料。 美國在1970年代能源危機期間所提出的ESCO(Energy Service Company) 的概念，如今又獲得各國的青睞。 台灣於引進此一新的概念也有十年之久，在業界也一直不斷有專家，技術人員不斷的投入努力，經濟部能源局近年來也不斷的倡導節能服務的好處，甚至還推動一些補貼措施。 本研究主要是以Everett M. Rogers的創新擴散模型為理論基礎，研究台灣ESCO產業為何無法如高科技消費性電子產品般很快速的擴散到社會每一個角落，有哪些因素阻礙了台灣ESCO產業的發展。 本研究主要得到的結論如下，阻礙台灣ESCO產業擴散的因素可從三個構面來分析，第一個構面為創新擴散構面，Rogers所提出的五種創新認知屬性對於台灣ESCO產業的擴散都有一定程度的影響。另外在溝通管道上所採用的B2B行銷方式對於客戶決策也會影響擴散的速度。至於時間因素，本研究認為五年是比較恰當的觀察台灣ESCO產業發展的觀察期間。第二個構面可以從台灣獨特的經濟特質來說明，台灣以中小企業為主的經濟環境無法如歐美般有Super-ESCO規模的公司，這也導致了客戶信賴度以及未能產生以服務為導向的ESCO能源服務，台灣若還是以設備買賣為主要ESCO產業的商業模式，是會阻礙此產業的發展。第三個構面為政府的角色，台灣政府在投入ESCO產業的資源及推動此產業發展的企圖心不若美國政府。 本研究經研究結論後，提出具體的建議: 一、 要加速此產業的創新擴散就必須加強 Rogers創新擴散模型中的可觀察性屬性。 二、 跨越產業鴻溝的重點在於讓早期採用者滿意ESCO的方案。運用保齡球道理論，讓早期採用者所形成的利基市場對於ESCO節能服務能夠滿意，產生具示範效果的成功案例，才能伺機擴張至其他的利基市場，最後形成龍捲風暴，順利跨越此產業的鴻溝。。 三、 本研究對於台灣ESCO產業的發展的看法是審慎保守的。台灣ESCO產業的發展絕不是短短幾年就可以看到成效，本研究建議以五年為一個觀察期。目前以中小企業為主的ESCO業者必須要儘快的建立自己的優勢，儘早建立口碑，未來才有機會生存。 / Global warming is the most seriously problem we are facing in 21th century. All the countries devoted to reduce the carbon emission in order to minimize the impact of climate change. The business model of ESCO (Energy Service Company), which has been created in US during 1970 energy crisis, now has been advocated worldwide. The ESCO business model has been introduced into Taiwan for more than 10 years. There are many talent people, specialist engaged in this business. Taiwan government has also promoted ESCO some subsidies. However, even the society put a lot of efforts to develop ESCO business, why this business cannot spread out as consumer electronics? This thesis adopts the theory of “Diffusion of innovation” from Everett M. Rogers, 1962. The main purpose of this study is to find out why ESCO service business model cannot diffuse like other high-tech products. Are there any obstacles slow down the development of this industry? This thesis comes to the conclusion of three faces, which can significantly influence the development of ESCO business in Taiwan. The first face based on the diffusion of innovation theory, the five attributes of innovation defined by Rogers will affect the development of ESCO industry in Taiwan. Of course, the B2B marketing approach will delay the propagation of the ESCO industry. Moreover, this study suggest that 5 years watching window should be appropriate to monitor the development of the ESCO industry in Taiwan. The second face is the Taiwan unique economics environment. The ESCO industry in Taiwan is formed mostly by Middle-small size enterprises. In comparison with US, there is no Super-ESCO company exists in Taiwan. This study found out the truth that the client is not confident on middle-small size company to provide ESCO service. The common business model of ESCO industry in Taiwan is still focusing on selling the energy efficient product instead of providing energy service to the client. The study believes that this kind of business model will severely impact the development of this industry. The third face of the conclusion is the government role in Taiwan. The study found out that Taiwan government didn’t allocate enough resources to assist developing ESCO business. This thesis not only indicated the obstacles to slow down the ESCO business in Taiwan but also provide some constructive initiatives. 1. We have to concentrate on the visible attributes in diffusion of innovation theory for ESCO industry. 2. In order to cross the chasm, ESCO has to satisfy the early adapters in the beginning. They can also build up the bowling pin model to keep the existing niche market and explore the adjacent niche market when the opportunity comes. Thus, ESCO can create tornado period and cross the chasm in the industry. 3. The study is conservative about the development of Taiwan ESCO industry. We suggest that 5 years watching window should be proper to monitor the development of Taiwan ESCO industry. The ESCO companies in Taiwan should establish their strengths the sooner the better in order to survive for the future severe market competition.

由於醫療服務具高度專業性，故醫療照護市場長期存在資訊不對等的問題。隨著消費者利益保護及病人權利運動的興起、民眾被要求在自己的健康上承擔更多的責任，積極參與健康決策、新資訊科技的發明，使得醫院醫療與服務品質資訊的收集更容易且成本更低廉，因此，歐美各國近年來積極建立健康照護市場的品質資訊，發展醫院品質報告卡，提供民眾就醫選擇所需的資訊，期望能達成保障民眾的醫療權益，同時促使醫院提升醫療與服務品質，及增進醫療照護市場運作效率的目標。 台灣自1995年起實施全民健康保險制度，醫院與中央健康保險局的特約率達90%以上，民眾享有極大的自由選擇就醫地點及醫院，然而到目前為止，仍然欠缺足夠的醫院醫療與服務品質資訊提供給民眾做為選擇醫院的參考。其次，相關研究的結果顯示，台灣民眾對於就醫選擇資訊的提供有高度的興趣，且對民眾就醫選擇決策亦有重大的影響。 目標：本研究旨在由民眾觀點篩選醫院醫療與服務品質報告卡的指標項目，及採用創新擴散理論(innovation diffusion theory)，以結構方程模式(structural equation model)探討住院病人對醫院醫療與服務品質報告卡創新特性的知覺、態度及使用意願。 方法：本研究首先以推動社會福利、關心民眾健康權益及病人團體的30位專家為研究對象，進行二回合的德菲法(Delphi method )問卷調查篩選醫院醫療與服務品質報告卡的指標項目。其次以台北縣市不同層級及權屬別的八家醫院內、外科共500位住院病人為研究對象進行面訪問卷調查，探討住院病人創新接受度、對醫院醫療與服務品質報告卡創新特性的認知、態度及使用意願，並以結構方程模式進行研究假說與架構的驗證。 結果：1.由民眾觀點所選出屬於高適用性且高重視度的指標項目計有院內感染率、手術傷口感染率、住院病人對醫師病情解說內容的滿意度、門診病人對醫師服務態度的滿意度等九項；2.只有17.2%的住院病人在填問卷前有聽過醫院醫療與服務品質報告卡這個名詞；3.有80.2%的住院病人認為醫院醫療與服務品質報告卡對選擇醫院是非常有價值或有價值的；4.住院病人對服務品質指標的瞭解程度相對地高於對醫療品質指標的瞭解程度；5.對呈現方式的瞭解程度由高至而低排序，依序為星號、百分比、長條圖；6.影響「住院病人是否看懂醫院醫療與服務品質資訊」的因素，在控制其他變項的影響後發現，教育程度愈高者、年齡愈輕者、個人平均月收入較高者，較看懂醫院醫療與服務品質報告卡範例中指標資訊；7.創新特性中，「相容性」及「結果展示性」對「對醫院醫療與服務品質報告卡的態度」具有正向的顯著影響；8.「知覺有用性」、「對醫院醫療與服務品質報告卡的態度」及「創新接受度」對「使用醫院醫療與服務品質報告卡的意願」具有正向的顯著影響；9.影響住院病人「對醫院醫療與服務品質報告卡的態度」最主要因素為「相容性」，且達到統計上的顯著水準；10.影響住院病人「使用醫院醫療與服務品質報告卡的意願」的最主要因素為「對醫院醫療與服務品質報告卡的態度」，且達到統計上的顯著水準；11.最後要特別強調的是，本研究的新發現為「知覺有用性」、「知覺易用性」、「相容性」、「結果展示性」、「創新接受度」，兩兩之間具有統計上之顯著相關，這是本研究與以往相關研究結果的最大不同發現。 結論：住院病人認為醫院醫療與服務品質報告卡對選擇醫院是有價值的，因此，建議行政院衛生署可考慮主導，整合醫院評鑑、全民健康保險申報及病人滿意度調查的資料，分區分醫院等級，評比其在高適用性且高重視度的九項指標項目之表現，以星號及百分比的形式呈現，再以小手冊及網際網路查詢的方式對外公佈，並加強對民眾的宣導教育，讓民眾可以將品質資訊運用在就醫選擇決策上，使民眾成為明智的醫療服務消費者及醫療與服務品質的共同監督者，以提升醫療體系的運作效能。 / There exists information asymmetry between providers and consumers in healthcare market due to the highly specialized knowledge in this market. Consumers were asked to bear more responsibility on their own health and to participate in the formulation of healthcare strategies and the inventions of new technology as the uprising in the movement of consumer right protection. These would result in the reduction in costs related to the medical services and information collection. Therefore, western countries have aggressively established the medical information system and developed hospital report cards in order to protect consumers’ right, to improve quality of medical services, and to increase the efficiency of healthcare market by providing service information to consumers. Taiwan initiated the National Health Insurance since 1995 with the facility contract rate reaching over 90%. This provides consumers great access to healthcare institutions. However, few service data have been provided to consumers as a reference for the choice of providers to date. In addition, previous studies showed that consumers were interested in obtaining available service information and these information have a great influence on consumers’ decision of providers. Objectives: The purposes of this study were to select indicators of hospital report cards from public’s perspective and to adopt the innovation diffusion theory and structural equation modeling to explore inpatients’ perception characteristics of innovation, attitudes toward, and willingness to use hospital report card. Materials and Methods: Firstly, we selected 30 subjects who were experts in social welfare or consumer right to participate in two rounds of Delphi investigation to select appropriate indicators of hospital report card. Secondly, we purposely ask for the permission from eight hospitals representing different accreditation levels and ownerships to allow us to select 500 medical and surgical inpatients to conduct a face-to-face interview regarding their innovativeness, perception characteristics of innovation, attitudes toward, and willingness to use hospital report cards. Finally, we used structural equation modeling (SEM) to test research hypotheses by way of. Results: We found that (1) from publics’ perspective the most applicable and important indicators include nosocomial infection rate, postoperative infection rate, inpatient’s satisfaction toward physician’s explanation, and outpatient’s satisfaction toward physician’s service attitudes; (2) only 17.2% of surveyed sample heard the term “hospital report card” before; (3) a total of 80.2% of inpatients considered hospital report cards to be very valuable or valuable for the selection of providers; (4) inpatients understood more in service indicators than clinic indicators; (5) the order of inpatients’ preference in presentation of hospital report cards was to use stars, percentages, and bar charts; (6) those who had higher education and higher monthly incomes, and were younger were more likely to understand the information provided by hospital report cards after adjusting for other factors; (7) among inpatients’ characteristics of innovation toward hospital report card, ”compatibility” and “result demonstrability” had significant positive influence on ”inpatients’ attitude toward hospital report card”; (8)”perceived usefulness”, “inpatients’ attitude toward hospital report card”, and “inpatients’ innovativeness” had significant positive influence on ”inpatients’ willingness to use hospital report card”；(9)”compatibility” had significant positive influence on “inpatients’ attitude toward hospital report card”；(10)“inpatients’ attitude toward hospital report card” had significant positive influence on ”inpatients’ willingness to use hospital report card”；(11)finally it is worth emphasize that this study had a new finding that ”perceived usefulness”, “perceived ease to use ”, “compatibility”, “result demonstrability ”,and “inpatients’ innovativeness” had significant positive correlation between each other. Conclusions: We concluded that inpatients considered hospital report cards to be valuable for the selection of hospitals. Therefore, it is recommended that hospital report cards be initiated by the Department of Health by integrating the information from hospital accreditation, medical claims data from the National Health Insurance, and survey of patient satisfactions. The rankings of hospital shown on report cards can be presented in stars or percentages, and these pieces of information can be released through booklet or Internet. In addition, consumers should be educated to use hospital information in order to monitor hospital performance and improve the efficiency of healthcare delivery system. / 目 錄 誌謝……………………………………………………………… Ⅰ 摘要……………………………………………………………… Ⅲ Abstract………………………………………………………… Ⅴ 目錄……………………………………………………………… Ⅶ 表目錄……………………………………………………………… Ⅹ 圖目錄……………………………………………………………… Ⅻ 第一章 前言……………………………………………………… 1 第一節 研究背景與動機………………………………… 1 第二節 研究目的與研究問題…………………………… 5 第三節 研究的重要性與預期貢獻……………………… 6 第二章 文獻探討………………………………………………… 8 第一節 醫院品質報告卡的沿革……………………………… 8 第二節 醫院品質報告卡的指標項目………………………… 15 第三節 醫院品質報告卡的影響與推行障礙………………… 27 第四節 醫療品質指標系統及品質報告卡的發展步驟……… 32 第五節 創新擴散理論………………………………………… 37 第六節 結構方程模式………………………………………… 43 第七節 國內外相關實證研究之結果………………………… 48 第八節 綜合討論……………………………………………… 76 第三章 以德菲法篩選醫院醫療與服務品質報告卡之指標項目. 79 壹、研究方法……………………………………………………… 79 第一節 研究設計與流程………………………………………… 79 第二節 研究對象………………………………………………… 79 第三節 研究工具………………………………………………… 81 第四節 資料處理與分析………………………………………… 95 貳、研究結果……………………………………………………… 95 第一節 問卷回收情形…………………………………………… 95 第二節 描述性統計分析………………………………………… 96 第三節 第一回合與第二回合問卷調查結果差異分析…………105 參、討論……………………………………………………………106 第一節 重要研究結果討論………………………………………106 第二節 研究限制…………………………………………………108 第四章 住院病人對醫院醫療與服務品質報告卡的認知、態度 與使用意願……………………………………………… 110 壹、研究方法………………………………………………………110 第一節 研究架構、目的與假說…………………………………110 第二節 研究對象…………………………………………………118 第三節 研究變項之操作型定義…………………………………121 第四節 研究工具…………………………………………………124 第五節 資料處理與分析…………………………………………126 貳、研究結果………………………………………………………128 第一節 問卷信度及效度的檢定…………………………………129 第二節 樣本基本特質與研究變項的統計分析…………………130 第三節 研究假說與架構的驗證…………………………………170 參、討論……………………………………………………………178 第一節 重要研究結果討論………………………………………178 第二節 研究限制…………………………………………………187 第五章 結論與建議………………………………………………188 第一節 結論………………………………………………………188 第二節 建議………………………………………………………191 參考文獻……………………………………………………………194 附錄…………………………………………………………………209 附錄一、德菲法問卷專家效度名單………………………………209 附錄二、德菲法問卷專家名單……………………………………210 附錄三、醫院品質報告卡指標項目適用性及重要性評分問卷 212 附錄四、醫院品質報告卡指標項目適用性及重要性評分問卷 (第二回合) ………………………………………………224 附錄五、住院病人對「醫院醫療與服務品質報告卡」的認知、 態度與使用意願之研究問卷專家效度名單……………246 附錄六、住院病人對「醫院醫療與服務品質報告卡」的認知、 態度與使用意願之研究…………………………………247 附錄七、醫院醫療與服務品質報告卡的範例……………………254 表目錄 表2-1品質報告卡的種類及指標項目…………………………… 20 表2-2台灣有關醫療品質指標的實證研究……………………… 50 表2-3台灣用來評估醫院醫療品質的指標彙總表……………… 56 表2-4有關民眾(病人)選擇醫院(醫師)考量因素的實證研究… 58 表2-5台灣有關醫院品質報告卡及民眾就醫選擇資訊需求的相 關研究 ……………………………………………………… 66 表3-1本研究初步選取醫院醫療與服務品質指標的來源或依據…84 表3-2本研究所採用醫院醫療與服務品質指標的操作型定義……87 表3-3問卷發放及回收情形…………………………………………96 表3-4德菲法專家問卷分析結果……………………………………99 表3-5適用性前十名指標項目及其平均值 ………………………103 表3-6重視度前十名指標項目及其平均值 ………………………104 表3-7適用性與重視度交叉分析矩陣表 …………………………104 表3-8高適用性且高重視度指標項目 ……………………………105 表3-9Wilcoxon Signed Ranks Test 檢定結果………………… 109 表4-1研究對象分配表—依層級別、權屬別及性別分 …………120 表4-2預試問卷各成份信度結果 …………………………………125 表4-3有效樣本分佈情形—依醫院別 ……………………………131 表4-4樣本個人基本特質與就醫選擇資訊搜尋及需求狀況 ……133 表4-5對醫院醫療與服務品質報告卡的認知 ……………………137 表4-6對醫院醫療與服務品質報告卡之指標及呈現方式的瞭解 程度…… ……………………………………………………139 表4-7醫院醫療與服務品質報告卡創新特性之描述性分析 ……140 表4-8醫院醫療與服務品質報告卡的態度及使用意願之描述性 分析………………………………………………………… 144 表4-9創新接受度量表之描述性分析 ……………………………145 表4-10住院病人自覺醫院醫療與服務品質報告卡對選擇醫院有 無價值影響因素的雙變項分析……………………………147 表4-11病人自覺品質報告卡對選擇醫院有無價值影響因素之複 迴歸分析……………………………………………………149 表4-12住院前有無先探聽醫院醫療與服務品質資訊影響因素的 雙變項分析…………………………………………………151 表4-13住院前有無探聽醫院醫療與服務品質資訊影響因素之複 迴歸分析……………………………………………………153 表4-14住院病人是否看懂醫院醫療與服務品質資訊影響因素的 雙變項分析…………………………………………………155 表4-15住院病人是否看懂品質資訊影響因素之複迴歸分析……157 表4-16住院病人是否需要醫院醫療與服務品質報告卡影響因素 的雙變項分析………………………………………………159 表4-17住院病人是否需要醫院品質報告卡影響因素之複迴歸分 析……………………………………………………………161 表4-18住院病人會不會參考醫院醫療與服務品質報告卡影響因 素的雙變項分析 …………………………………………163 表4-19住院病人會不會參考醫院品質報告卡影響因素之複迴歸 分析…………………………………………………………165 表4-20住院病人是否會更換就醫醫院影響因素的雙變項分析…167 表4-21住院病人會不會更換到其他的醫院看病影響因素之複迴 歸分析…… ………………………………………………169 表4-22住院病人創新接受度、對醫院醫療與服務品質報告卡創 新特性之知覺、態度與使用意願理論架構因果模式之配 適度檢定結果………………………………………………171 表4-23整體模式之多元相關平方(SMC) …………………………171 表4-24外因潛在變項與其測量變項關係之標準化係數之檢定…173 表4-25內因潛在變項與其測量變項關係之標準化係數之檢定…174 表4-26潛在變項間之因果關係的標準化係數之檢定……………174 表4-27外因潛在變項間相關係數之檢定…………………………175 表4-28研究模式的間接、直接與整體效果………………………175 表4-29研究假說檢定結果…………………………………………176 圖目錄 圖2-1Rogers的創新--決策過程典範………………………………41 圖3-1德菲法研究流程………………………………………………80 圖4-1研究架構 ……………………………………………………111 圖4-2本研究之結構方程模式關係路徑圖 ………………………177

Submitted by PATTRISCE RAYMUNDO DE VASCONCELOS (pattrisce@gmail.com) on 2015-01-14T23:43:42Z No. of bitstreams: 1 Dissertação de Pattrisce Vasconcelos - Aplicativos Móveis de Taxi_ULTIMA VERSAO.pdf: 2644908 bytes, checksum: b75abbaae8763627d3bf6f1af952eaf4 (MD5) / Approved for entry into archive by ÁUREA CORRÊA DA FONSECA CORRÊA DA FONSECA (aurea.fonseca@fgv.br) on 2015-01-19T12:39:54Z (GMT) No. of bitstreams: 1 Dissertação de Pattrisce Vasconcelos - Aplicativos Móveis de Taxi_ULTIMA VERSAO.pdf: 2644908 bytes, checksum: b75abbaae8763627d3bf6f1af952eaf4 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2015-01-30T12:16:25Z (GMT) No. of bitstreams: 1 Dissertação de Pattrisce Vasconcelos - Aplicativos Móveis de Taxi_ULTIMA VERSAO.pdf: 2644908 bytes, checksum: b75abbaae8763627d3bf6f1af952eaf4 (MD5) / Made available in DSpace on 2015-01-30T12:16:40Z (GMT). No. of bitstreams: 1 Dissertação de Pattrisce Vasconcelos - Aplicativos Móveis de Taxi_ULTIMA VERSAO.pdf: 2644908 bytes, checksum: b75abbaae8763627d3bf6f1af952eaf4 (MD5) Previous issue date: 2014-10-29 / Item withdrawn by Marcia Bacha (marcia.bacha@fgv.br) on 2015-04-29T17:17:17Z Item was in collections: EBAPE - Dissertações, Mestrado Acadêmico em Administração (ID: 48) No. of bitstreams: 3 Dissertação de Pattrisce Vasconcelos - Aplicativos Móveis de Taxi_ULTIMA VERSAO.pdf.jpg: 1515 bytes, checksum: 9703fe1c65437f3c11a3a2b2b6ab6a16 (MD5) Dissertação de Pattrisce Vasconcelos - Aplicativos Móveis de Taxi_ULTIMA VERSAO.pdf.txt: 192822 bytes, checksum: 9fb03a13d8396b9cba232b8acf919886 (MD5) Dissertação de Pattrisce Vasconcelos - Aplicativos Móveis de Taxi_ULTIMA VERSAO.pdf: 2601075 bytes, checksum: e04837e975c5750351ed1fa46736e2be (MD5) / Item reinstated by Marcia Bacha (marcia.bacha@fgv.br) on 2015-04-29T17:18:11Z Item was in collections: EBAPE - Dissertações, Mestrado Acadêmico em Administração (ID: 48) No. of bitstreams: 3 Dissertação de Pattrisce Vasconcelos - Aplicativos Móveis de Taxi_ULTIMA VERSAO.pdf.jpg: 1515 bytes, checksum: 9703fe1c65437f3c11a3a2b2b6ab6a16 (MD5) Dissertação de Pattrisce Vasconcelos - Aplicativos Móveis de Taxi_ULTIMA VERSAO.pdf.txt: 192822 bytes, checksum: 9fb03a13d8396b9cba232b8acf919886 (MD5) Dissertação de Pattrisce Vasconcelos - Aplicativos Móveis de Taxi_ULTIMA VERSAO.pdf: 2601075 bytes, checksum: e04837e975c5750351ed1fa46736e2be (MD5) / The research aims to investigate the key success factors in the adoption of mobile taxi applications (AMTs) by taxi drivers. Based on the Technology Acceptance model (DAVIS, BAGOZZI, WARSHAW, 1989), Diffusion of Innovation (ROGERS, 1995) and Trust (CARTER; BÉLANGER, 2005), the paper also proposes a review of the literature applied to the Mobile Application context of AMTs (VAN BILJON; Kotze, 2007). For the purpose of the research, the AMTs are defined as mobile service advanced applications which enable, through Internet and geolocation, a taxi transportation request in mobile devices, by means of information systems and phone calls, also monitoring the service provision and payment. Based on semi-structured interviews and questionnaires applications in field research, the study proposes a triangulation of the methods Lexical Analysis (BOTTA,2010; GEERAERTS,2010), Content Analysis (BARDIN, 2006), and Average Ranking (OLIVEIRA, 2005) for the investigation of the identified factors in the literature. The results indicate that the success factors influencing the adoption of AMTs by taxi drivers, are Simplicity and Perceived Usefulness, while moderators are Security and Financial Gains. It is believed that the research can contribute to the discussion of a topic still few explored in the literature in Brazil, Mobile Applications, and provide managerial implications for innovation in applications development companies. / A pesquisa tem como objetivo investigar os fatores-chave de sucesso na adoção de aplicativos móveis de táxi (AMTs) por taxistas. Baseando-se nos modelos de Aceitação Tecnológica (DAVIS; BAGOZZI; WARSHAW, 1989), Difusão da Inovação (ROGERS, 1995) e de Confiança (CARTER; BÉLANGER, 2005), o trabalho propõe também uma revisão da literatura de Aplicações Móveis aplicada ao contexto dos AMTs (VAN BILJON; KOTZÉ, 2007). Para o propósito dessa pesquisa, os AMTs são definidos como aplicativos de serviço móvel avançado que viabilizam, por meio de Internet e geolocalização, a solicitação de transporte de táxi em dispositivos móveis, mediante sistemas de informação e chamadas telefônicas, e o acompanhamento da prestação do serviço e seu pagamento. A partir de entrevistas semiestruturadas em profundidade e aplicações de questionários em pesquisa de campo, o estudo propõe uma triangulação de métodos de Análise Lexical (BOTTA,2010; GEERAERTS,2010), Conteúdo (BARDIN,2006) e Ranking Médio (OLIVEIRA,2005) para a investigação dos fatores identificados na literatura. Os resultados apontam que os fatores influenciadores do sucesso dos AMTs, na perspectiva de uso pelos motoristas de táxi, são Simplicidade e Utilidade Percebida, enquanto os moderadores são Segurança e Ganhos Financeiros. Acredita-se que a pesquisa poderá contribuir para a discussão de um tema ainda pouco explorado na literatura no Brasil, os Aplicativos Móveis, além de proporcionar implicações gerenciais no âmbito da inovação em empresas desenvolvedoras.

The evidence from the literature suggests that Information Technology adoption (IT) governance in organisations is still a challenge. The diversity of application and the ever-increasing use of IT results in making decisions on IT adoption a major challenge for organisations. The decision about using a particular technology from an organisational perspective is problematic since individual users have different worldviews. The implicit assumption in IT adoption literature is that stakeholders always reach consensus during IT adoption decision making in organisations. This study explored the existing models and frameworks in order to develop a preliminary improved IT adoption governance framework. This study used a case study sequential explanatory mixed methods research approach to validate the preliminary IT adoption governance framework. The first validation phase of the framework was done using a quantitative approach followed by the second validation phase based on qualitative interviews. The last validation was done after integrating the quantitative and qualitative results to produce the refined framework. The results suggest that the developed framework may improve IT adoption governance in organisations. The results showed that the framework components facilitate IT adoption governance in organisations. The results also suggest that the components have an association with each other except for the Technology Acceptance Model component. The results indicate that stakeholder participation and hard systems thinking components have a strong predictive impact on IT governance framework component perception in organisations. The study results suggest that IT adoption decision makers need to balance different stakeholders’ demands during IT adoption decision making in organisations. The framework helps in that regard by reconciling different stakeholders’ demands through collective IT adoption decision making. The strength of the framework is its integration of theories from various disciplines in understanding stakeholder expectations. On that basis the framework is in a better position to offer more insight into understanding challenges of IT adoption decision making than existing frameworks and models. The framework offers a potentially valuable basis for future research in IT adoption decision making in organisations. The results suggest that the framework may facilitate IT adoption in organisations using different components. / Information Science / D. Litt. et Phil. (Information systems)

The emergence of cloud computing is influencing how businesses develop, re-engineer, and implement critical software applications. The cloud requires developers to elevate the importance of compliance with security policies, regulations and internal engineering standards in their software development life cycles. Cloud computing and agile development methodologies are new technologies associated with new approaches in the way computing services are provisioned and development of quality software enhanced. However adoption and use of agile and cloud computing by SMMEs in South Africa is seemingly constrained by a number of technical and non-technical challenges. Using Grounded Theory and case study method this study was aimed at exploring the development of a framework for agile methodologies to promote the adoption and use of cloud computing services by SMMEs in South Africa. Data was collected through survey and in-depth interviews. Open, Axial and Selective coding was used to analyse the data. In tandem with its main objective the study, besides exploring the development of the envisaged framework, also generated and made available valuable propositions and knowledge that SMMEs in South Africa using agile development methodologies can use to work better with cloud computing services in the country without compromising on software quality. The findings of this study and the emerging insights around the development of the framework, which in itself also constitutes an important decision making tool for supporting adoption and use of cloud computing services, are a substantial contribution to knowledge and practice in the ICT field of information systems in South Africa / Information Science / D. Phil. (Information Systems)

Syfte och forskningsfrågor: Syftet med denna studie är att undersöka på vilka sätt enmans- och mikroföretag tar till sig sökmotoroptimering. Detta för att bättre förstå vilka hinder företag upplever med att ta till sig sökmotoroptimering, så att kunskap om hur företag skulle kunna ta sig förbi identifierade hinder genereras.  1. På vilka sätt tar enmans- och mikroföretag till sig sökmotoroptimering som den digitala utvecklingen möjliggjort?  2. Vad finns det för hinder för enmans- och mikroföretag att ta till sig sökmotoroptimering?  Metod: Studien är av kvalitativ karaktär och har genomförts med en induktiv ansats. Datainsamlingen har främst skett genom åtta semistrukturerade intervjuer med respondenter från enmans- och mikroföretag samt med experter inom området från marknadsföringsbyråer.  Slutsats: Studien har resulterat i kunskap kring hur enmans- och mikroföretag tar till sig sökmotoroptimering. Resultatet visar att enmans- och mikroföretag upplever fyra framträdande hinder när de tar till sig SEO vilka är brist på finansiella resurser, tidsbrist, extern påverkan och bristen av kunskap inom informationsteknik och strategi. Studien har vidare identifierat fem nya hinder vid implementering av SEO vilka är kunskapsbrist om teknisk implementering av SEO, föråldrad generation på företag, brist på tillit, konjunkturell påverkan samt tidsbrist. Dessa hinder kategoriseras som interna eller externa hinder beroende på hur de påverkar företag. Kunskap har även genererats kring hur enmans- och mikroföretag skulle kunna ta sig förbi dessa hinder. / Purpose and research questions: The purpose of this study is to investigate how one-person- and microenterprises relate to search engine optimization. This to better understand what kind of barriers companies experience when adopting search engine optimization, to generate knowledge about how companies could overcome the identified barriers.  1. In what ways does one-person- and microenterprises adopt search engine optimization which the digital development has enabled?  2. What kind of barriers do one-person- and microenterprises experience when adopting search engine optimization?  Method: The study is of qualitative nature and has been implemented with an inductive approach. The data has mainly been collected through eight semistructured interviews with respondents from one-person- and microenterprises as well as experts in the field from marketing agencies.  Conclusion: The study has resulted in knowledge about how one-person- and microenterprises relate to search engine optimization. The result shows that one-person- and microenterprises experience four prominent barriers when approaching SEO. These four barriers are lack of financial resources, lack of time, external impact and lack of knowledge in information technology and strategy. The study has further identified five new barriers when enterprises approach SEO which are lack of knowledge about technical implementation of SEO, elderly generations at the company, lack of trust, impact of business cycle and lack of time. These barriers are categorized as internal or external barriers depending on how they affect companies. The study has also generated knowledge about how one-person and microenterprises could overcome these barriers.

Made available in DSpace on 2016-03-15T19:26:33Z (GMT). No. of bitstreams: 1 Carlos Roberto dos Santos.pdf: 1032675 bytes, checksum: af3323bf1da0598581ce20cc7f1087c7 (MD5) Previous issue date: 2006-03-13 / The adoption of the innovation in the organizations frequently occurs in two stages: at a first moment there is a decision of the organization in adopting the innovation which is called primary adoption, followed by one real implementation that includes individual adoption by the users, and corresponds to the secondary adoption (LEONARD BARTON; DESCHAMPS, 1998; GALLIVAN, 2001). The current study explores the traditional models applicability of innovation adoption and diffusion to identify the factors that influence the secondary adoption of the Project Management Methodology in Technology Information, in the organizations. Beyond this main objective, the research seeks to identify if these factors behave in a different way for the users who have experience in its use, being in some of the assimilation stages (COOPER and ZMUD, 1990) and the potential adopters. The study model, based on the Theory of the Planned behavior (AJZEN, 1991), on the Theory of Diffusion of the Innovation (ROGERS, 1995) and on the model of Secondary Adoption of the Innovation (GALLIVAN, 2001), incorporates and adapts relative constructs to the Attitude, Subjective Norm and Perceived Control. The data of the research were obtained from a sample of project managers in Technology Information. The model is analyzed using structural equation modeling, thus verifying the inter-relation among the constructs. The results of the research revealed that the Attitude, Administrative Subjective Norm and Team Subjective Norm influence significantly for users and potential adopters. As for the control dimensions, only the Organization Facilities construct was significant for the group of potential adopters. The research also confirmed the existence of differences in the factors that influence the adoption of the Project Management Methodology for users and potential adopters. The Attitude and Administrative Subjective Norm are more intense factors for the users, while the Team Subjective Norm, Individual Facilities and Organization Facilities are more significant for the potential adopters. The implications of the study are discussed and suggestions for future research are presented. / A adoção de inovação nas organizações ocorre freqüentemente em duas etapas: em um primeiro momento existe uma decisão da organização em adotar a inovação, o que é denominada adoção primária; é seguida por uma real implementação, a qual inclui a adoção individual pelos usuários, e que corresponde à adoção secundária (LEONARD BARTON; DESCHAMPS, 1988; GALLIVAN, 2001). O presente estudo explora a aplicação de modelos tradicionais de adoção e difusão de inovação para identificar os fatores que influenciam a adoção secundária da Metodologia de Gestão de Projetos em Tecnologia da Informação, nas organizações. Além deste objetivo principal, a pesquisa busca identificar se estes fatores se comportam de maneira diferente para os usuários - que possuem experiência na sua utilização e encontram-se em um dos estágios de assimilação (COOPER e ZMUD, 1990) e os potenciais adotantes. O modelo de estudo, baseado na Teoria do Comportamento Planejado (AJZEN, 1991), na Teoria da Difusão de Inovação (ROGERS, 1995) e no modelo de Adoção Secundária da Inovação (GALLIVAN, 2001), incorpora e adapta construtos relativos à Atitude, Norma Subjetiva e Controle Percebido. Os dados da pesquisa foram obtidos junto a uma amostra de gestores de projetos em Tecnologia da Informação, sendo utilizada a modelagem de equações estruturais para verificar a inter-relação entre os construtos. Os resultados da pesquisa revelaram que a Atitude, Norma Subjetiva Administração e Norma Subjetiva Equipe influem significativamente, para usuários e potenciais adotantes. Quanto às dimensões de controle, somente o construto Facilidades da Organização apresentou significância para o grupo de potenciais adotantes. A pesquisa confirmou ainda, a existência de diferenças nos fatores que influenciam a adoção da Metodologia de Gestão de Projetos para usuários e potenciais adotantes. A Atitude e a Norma Subjetiva Administração são fatores mais intensos para os usuários, enquanto a Norma Subjetiva Equipe, Facilidades do Indivíduo e Facilidades da Organização são mais significativas para os potenciais adotantes. As implicações do estudo são discutidas e sugestões para futuras pesquisas são apresentadas.

Made available in DSpace on 2016-03-15T19:32:20Z (GMT). No. of bitstreams: 1 Anderson Alves Silva.pdf: 1076466 bytes, checksum: 8c595d75817074baf8f116b5ea2ea321 (MD5) Previous issue date: 2010-08-06 / Fundo Mackenzie de Pesquisa / The adoption of innovations, with emphasis on technological innovation in organizations has gained increasing proportion due to the globalization of business and the need to obtain a high degree of competitiveness. This study aimed to identify which factors are internal to organizations that contribute to the adoption of technological innovation defined by business management system (ERP). The study model was developed based on the Theory of Diffusion of Innovation (Rogers, 1995) and in studies by Perez (2006). The research, in a quantitative approach, sought also to identify the main results obtained on the basis of this adoption. The survey data were collected with an electronic questionnaire survey study on internet users and was answered by the ERP. It was used for data analysis, techniques of Factor Analysis and Multiple Linear Regression Analysis to verify the interrelationship between the identified factors. The research results obtained with the sample showed that the internal factors included the importance of the Social System of Procedure, the Leader Attorney or Agent of Change Readiness and Environment Introduction to Internal Innovation can directly influence the adoption of a technological innovation with ERP. In the case of the sample, the decision by the Innovation and Organizational Structure did not influence significantly the adoption of the system. The survey also confirmed that the adoption of ERP innovation directly influence the creation of new services, processes and the decision-making of users. Constraints and implications of the study are discussed and suggestions for future research are presented. / A adoção de inovações, com destaque às inovações tecnológicas nas organizações, ganha cada vez mais proporção, em virtude da globalização dos negócios e a necessidade de obter um grande grau de competitividade. O presente estudo teve como principal objetivo identificar quais são os fatores internos às organizações que contribuem para a adoção da inovação tecnológica, definida pelo sistema de gestão empresarial (ERP). O modelo de estudo foi desenvolvido com base na Teoria da Difusão de Inovação (ROGERS, 1995) e nos estudos de Perez (2006). A pesquisa, de natureza quantitativa procurou, ainda, identificar os principais resultados obtidos em função desta adoção. Os dados da pesquisa foram coletados com um questionário eletrônico do tipo survey, disponibilizado na Internet, que foi respondido por usuários do ERP. Utilizaram-se, para a análise dos dados, as técnicas da Análise Fatorial e Análise de Regressão Linear Múltipla, para verificar a inter-relação entre os fatores identificados. Os resultados da pesquisa, obtidos com a amostra utilizada, revelaram que os fatores internos, compreendidos como a importância do Sistema Social Interno, o Líder ou Agente Promotor de Mudança e o Preparo do Ambiente Interno para Introdução da Inovação, podem influenciar diretamente a adoção de uma inovação tecnológica como o ERP. No caso da amostra estudada, a Decisão pela Inovação e a Estrutura Organizacional não influenciaram de forma significativa a adoção do sistema. A pesquisa confirmou ainda que a adoção da inovação ERP influencia diretamente a criação de novos serviços, processos e a tomada de decisão dos usuários. As restrições e implicações do estudo são discutidas e sugestões para futuras pesquisas são apresentadas.