本研究主要探討服務創新所具備的關鍵成功因素與所影響的企業經營績效指標的評估架構。並進一步探討影響企業經營績效指標的服務創新關鍵成功因素間的比例權重。 本研究歸納相關次級資料後進行分析，並採用「量化研究」方法-AHP層級分析法，建立「服務創新關鍵成功因素與經營績效評估架構」。再針對台灣進行服務創新且擁有自有品牌的製造業進行專家問卷以探討「服務創新關鍵成功因素與經營績效」各因素的權重關係。 研究結果顯示： 一、 整體台灣進行服務創新且擁有自有品牌的製造業，其四大服務創新經營績效主要影響因子相對權重，依重要程度排序以「顧客滿意度」（0.405）為最高，其次是「顧客忠誠度」（0.339）、「外部服務價值」（0.139）、「內部服務品質」（0.114）。 二、 整體台灣進行服務創新且擁有自有品牌的製造業，其影響服務創新事業經營績效的服務創新關鍵成功因素重要性前六名，以「根據品牌精神創造新的服務價值主張」（0.176）為最重要的服務創新關鍵成功因素。再依序為「顧客感受的產品與服務的品質」（0.113）、「消費前後顧客感受到企業行銷服務品質」（0.101）、「對服務創新事業的持續性投資與承諾」（0.089）、「具有競爭力的產品與服務的價格」（0.079）、「在服務體系中維護價值共創共識與技術傳遞機制以維持企業在價值體系中的地位」（0.074）。 最後，本研究根據研究結果進行理論及實務意涵的討論，並提出後續研究建議。

近年來，有線電視多系統經營商（MSO）在統合台灣地區各家系統業者的集團化經營模式之下，已逐漸成為國內電訊產業中的主要營運平台之一，其發展也受到眾多產業研究者的重視。隨著全球性的數位電視發展趨勢，以及國內數位傳播科技的蓬勃提升，台灣的四大MSO業者先後在2009年推動數位電視服務，有線電視數位化的市場動能開始浮現，也帶來了國內傳媒產業的嶄新期待。 本文以MSO業者為主要的研究分析對象，輔以系統業者與跨業經營有線視訊服務的中華電信MOD作為交相對應之依據，並以組織資源學理的角度出發，探究有線電視MSO如何以資源運用與整合的方式，來推動數位電視服務。研究發現，原有的收視戶規模、工程技術、人力資源、數位內容與財務規劃等因素，雖然是首要的組織核心資源，但是能否進一步運用內部管理與行銷推廣能力，進而形構出超越傳統市場形象的數位化品牌價值，方為MSO業者的營運思維之關鍵所在。 總體論之，MSO應當將自身調整至電訊服務營運商（Telecommunication Service Operator）的角色定位，並積極引入跨領域背景的未來人才，且必須重視對於旗下系統業者的良好整合與管理、顧客關係管理的妥善執行、雙向互動之科技；而本地內容業者的數位化程度、政策制訂與產業發展的配合亦相對重要。另外，理想的組織外部資源整合，以及明確的數位有線電視服務定位，皆將對於該產業的市場發展性影響深遠。本文亦期盼該研究能對數位有線電視平台業者、內容提供者或其它的相關產業鏈局之業者，產生實質上的參考價值。

The aim of the thesis is the determination of investment cash flows generated from Finnish market development activities of a selected Russia-based small company, performing investment valuation using discounted cash flow method and presenting improvements which can rise the attractiveness for potential investors. It includes comprehensive investment valuation of the selected company at the seed stage of its` development, including the overview of current financial situation, usage a valuation model followed by stable growth and terminal value determination. Provided and copulated data serves as an example of complete valuation model for capital injections of future projects in the company, thanks to which the author is able to come to particular conclusions on the funding perspectives for the company. The results obtained through the analysis is assessed through the critical prism to be used as a basis for further suggestions on improvement.

Subject of this study is the evolvement of the radical art music scene in Sweden. In this development took the labour movement an active part during the 1960s. The purpose of this study is to examine how the relationship between the radical art music scene and the labour movement was constituted and what this relationship implied for the Swedish radical art music scene during the 1960s. During the 1960s radical music became an influencial part in the Swedish music scene of modern art music. In this development the artists’ society Fylkingen had a central position. In the early 1960s Fylkingen began to incorporate writers, engineers, scientists, sociologists, philosophers, economists, etc. in their work and a number of projects were initiated which interacted with common society. A proposal for a public record company was developed together with KSF (Social Democratic Association for Cultural Workers) and was presented to the Swedish parliament. In collaboration with ABF (Workers’ Educational Association) the first studio for electronic music was build in 1960 and the relationship between the labour movement and the radical art music scene was institutionalized as the Stockholm Electronic Music Studio Foundation. This thesis uses the terminology of Ludwik Fleck to examine the relationship between the radical art music scene and the labour movement. The concepts of Thought collective and Thought-style are used to draw conclusions about common values and objectives within the Thought-style. The radical art music scene and the labour movement are understood to be part of a common Thought collective with a common style of thought. Because of this relationship, projects initiated in the radical music scene came to emphasize the democratic and educational aspects of music. In the latter half of the 1960s it was conceived impossible to achieve these goals under the existing program, leading to the notion within the style of thought that technological advancement was a prerequisite for a democratic music scene.

經濟全球化浪潮下，中國是所有跨國公司對外直接投資的焦點，然而即便是擁有豐富國際市場經驗的跨國公司，進入中國內需市場時仍免不了碰到水土不服的問題，最主要的原因在於中國政府一向以政府政策(Government Actions)強力主導全國產業之發展，形成政府力量迫使廠商必須在經營策略上做出相當程度調整的現象。擁有十三億內需市場的中國，早已令全球直銷業虎視眈眈，但中國政府以必須符合國情需要為由強制直銷業者必須開設店舖方得營業的規定，使得全球直銷業無店舖銷售的經營模式，面臨有史以來最大的考驗，直銷業可說是跨國公司進入中國市場最具曲折性與風險度的行業之一。 本研究共分為五章，第一章說明本研究之《研究背景》、《研究動機》、《研究目的與問題》、《研究方法與對象》、《研究流程》。《研究背景》直接說明跨國直銷公司進入中國市場後必須走向本土化發展的環境背景，《研究動機》則點出為何研究者會選擇「直銷業在中國轉型經營」作為本研究的中心課題，《研究目的》在於期望本研究日後能成為各界研究中國直銷業的重要參考，《研究問題》則是中國直銷業轉型經營的原因、過程與結果，本研究的《研究方法》採用探索性行動研究，《研究對象》以安利Amway、雅芳Avon公司為個案，《研究流程》將以流程圖方式說明本研究的研究過程與論文的架構。 第二章分別將過去產官學界對於「跨國公司(MNC)」、「跨國公司與地主國的互動」、「跨國公司在中國市場本土化的發展」，以及「經營模式(Business Model)」、「企業轉型(Business Transformation)」、「關鍵成功因素(Key Success Factor, KSF)」等方面之看法與解釋作一整理歸納，一方面有助本研究對所探討之跨國直銷公司以及地主國(中國)有最全面性與客觀的瞭解，一方面也為日後欲研究相關問題的產官學界在文獻資料整理上留下參考。 第三章首先闡述全球直銷業發展的概況，再藉由研究者自身的工作經驗，配合中外文獻資料、媒體報導說明1998年至今在中國的跨國直銷公司迫於中國政府的產業政策，如何從70年來全球已風行90個國家的無店舖直銷模式轉型成有店舖經銷的歷史背景，進一步以十大點描述其具體轉型內容。 第四章先說明個案安利(Amway) 公司、雅芳(Avon)公司成為轉型成功個案之篩選標準，並藉由企業訪談瞭解其企業背景、中國公司大事紀、轉型的歷程和具體的經營模式，然後針對個案公司在轉型過程中總體面如政府的心態、社會大眾的觀感的改變，以及個體面如店舖建置、營銷團隊、顧客關係上的變化作一綜合分析，最後歸納出說明個案公司階段性轉型成功的六大關鍵因素。 第五章提出三點對現存特許經營跨國直銷業者的建議，同時對後續研究者也提出兩點建議，並點出本研究在探討企業轉型文獻上，完全由地主國強制跨國公司轉型經營案例的獨特性，以及揭露中國直銷業者轉型為店舖模式的完整性共兩點貢獻。 最後結論歸納出：跨國公司往往會嚐試將西方的經營模式套用在開發中國加上，如果抱持著全球化唯我獨尊的企業帝國主義(Corporate Imperialism)進入中國市場，終將功敗垂成，跨國公司想要在中國這個新興市場中成功搶灘，就必須進行大規模的創新與資源轉變，在中國應當適應中國從計畫經濟階段邁入市場經濟階段的轉型市場經濟，尊重中國國情，重視本土化，跨國直銷公司在中國市場轉型經營至今可以說是做了最好的示範，一直堅持在尊重國情、依法經營的基礎上，為消費者提供優良的產品和親切、周到的售前售後服務，為願意努力工作的人士提供一個踏實、多勞多得的工作機會，這一切都是在尊重地主國政府政策，遵守地主國政府法規原則下所做出之政府、企業雙贏的理性決策•

在各個不同的產業裡，皆有研究提出構成企業「成功」和使其具有競爭力應擁有的關鍵因素。本研究以訪談資深非營利組織領導人來歸類整理出何謂「成功」的非營利組織及其發展的關鍵成功因素，以提供給向來資源有限的非營利組織在發展過程中作為檢視，以將資源優先投入這些關鍵的領域來減少無謂的摸索和失敗的可能。 為達研究目的，選擇持續運作超過十年的婦女團體，運用深度訪談法與關鍵事件分析法（Critical Incident Technique ,CIT），依五個受訪者所提其組織發展關鍵成功因素及對彼此組織發展關鍵成功因素，以「非營利組織的使命」;「非營利組織的參與者」；「非營利組織的運作」這三個構面將訪談內容歸類整理出非營利組織發展的「關鍵成功因素」如下： *非營利組織的使命：有清楚的宗旨（使命） *非營利組織的參與者： 1.參與者的特質：主動積極、對組織使命認同、有理想性格、熱忱、具行動力 2.組織的領導者：一路堅持的靈魂人物、願意不斷成長且洞見觀瞻的領導者 3.互補又分工的合作團隊 *非營利組織的運作： 1.組織文化：平等開放、學習型組織、活力型組織 2.把訴求清楚表達的能力 3.建立公信力及獲得社會認同 4.把人當做最大的資產，對參與者採「增權」方式 5.不斷檢視社會環境變遷，依社會需要調整服務或回應需求產生新服務 6.創新的靈活策略且能結合各方資源發揮影響力 一個非營利組織從成立到成為一個「成功」的非營利組織，最關鍵的因素為組織能否部份或階段性達成當初設定的使命，所以建議領導者要不斷檢視組織的使命是否有貫徹；要不斷反省與自我提升；同時要隨時注意時事以掌握社會需求脈動。非營利組織需掌握社會各種媒介的情報，促使成員相互激盪，培養出組織的共識與新行動；重視團隊合作；連結不同組織的資源網絡及凝聚共識的過程需平等公開，不採取一言堂的方式，「增權」組織成員潛能以使其盡情發揮，使組織維持最大動能。 / Research shows that there are key factors contributing to “success” that are common across industries. This study investigated the key to success of Non-Profit Organizations (NPO) and their developments through in-depth interviews with NPO leaders. These findings can serve as developmental key learnings for other, resource-limited NPO’s, allowing them to more effectively harness available resources, thus reducing wastage due to trial and error. This research paper endeavors to organize these Critical Success Factors into easily accessible best-of-practice case studies for up-and-coming NPO’s. For the purposes of this study, the author selected five Non-Profit Women’s Associations with a least ten years of successful operations. Research methodology was depth interviews combined with Critical Incident Technique (CIT). Three main constructs were used in this process including: The mission of NPOs, NPO participants and NPO operations. This study identifies and organizes “Critical Success Factors” that all successful Non-Profit Organizations should own. The Critical Success Factors of A Successful NPO Are: 1.Well defined missions. 2.Strong Personnel/Membership Structure: a.Members of the organization will have: i.self-motivated; identification to organization missions ii.A high degree of enthusiasm iii.The ability to execute the organization directives b.A successful NPO will have Leadership with the following characteristics/skill sets: i.The spiritual leader of an NPO with an unchanging sense of mission, a strong and insight. ii.The ability to continually learn and apply those learnings to the organization. iii.A mutually supporting team that divides work up equally. 3.Strong Operations: a.Organization culture: Equal, open, focused on learning and vigorous. b.Externally it will be able to: i.Clearly articulate organizational goals and objectives ii.Create sufficient exposure to create positive awareness and opinion within society c.Internally it will be able to: i.Create “esprit-de-corps” within organization ii.Empower stake-holders to leverage their strengths d.Continual review of social changes and the adjustment of old services or the introduction of new services to meet social needs. e.Creative and flexible strategies and the ability to integrate various resources to exert influence. A successful NPO needs to accomplish the initial Mission. In order to achieve this, it is recommended that the NPO leadership continually review whether or not the organization is achieving the objectives for which it was established and conduct self-evaluation and self-improvement. The NPO also needs to be in tune with developments and trends in the society it is operating in. By making the information gleaned open and available to all members of the organization, the leadership can empower its members and contribute to a common sense of purpose, helping it achieve the maximum efficiencies and success.

中國經濟最近二、三十年一直保持高速增長的趨勢，尤其是2006至今中國股市的井噴式發展，為中國資本投資市場帶來巨大發展機遇的同時，也帶動了相關產業的發展，如家居零售業就存在著顯著的連動效應。一方面，持續的牛市給股民帶來了高收益，提高了潛在消費者的購買力；另一方面，投資市場的發展也為家居業融資提供了便利。但是，中國家居業市場現有的行銷通路策略，存在嚴重的趨同性，眾多廠家依靠幾乎雷同的通路策略進行著殘酷的零和博弈競爭。家俱工廠，都必須依靠幾家大規模的大型家具賣場通路為載體在裡面開店，方能順利行銷自己產品到客戶手上，家具工廠產品通常交由經銷商在各城市代理販售，或開自營店，若有家俱工廠和家具大賣場因為經銷商的資訊不對接，家俱工廠可能就會失去黃金店面，壓縮到自己生產的傢具品牌空間通路。近年中國火熱的零售通路家樂福、大潤發、沃爾馬，馬不停蹄的在中國展店分食上千億人民幣的量販銷售額，家居業能否藉由前述迥異的通路模式，並充分發揮工廠本身有的資源基礎與核心技術，進而探索出一種創新的行銷通路模式，為顧客創造更高的讓渡價值的同時，擺脫殘酷的紅海競爭，成為家居業競爭參與者面臨的一大挑戰。本文以傢俱工廠T公司為例，通過對其行銷通路策略的綜合系統分析，從傳統家居商場到零售通路的量販店中展店，探索出一套適合中國市場的行銷通路創新模式。 本文分六章，第一章是本文的緒論部分，介紹研究背景及意義，並對相關概念進行界定，提出本文的研究思路和方法，以及文章的結構安排和創新之處。在第二章中主要對資源基礎理論、藍海策略及創新理論等文獻進行了綜述，作為整篇文章的理論支柱。第三章介紹了中國零售業市場的發展概況，著重分析了中國市場量販店發展的情況，為後面提出行銷通路創新提供背景與動機。第四章分析了中國家居業市場現行的幾種主要的行銷通路模式，並綜合分析其特點。第五章以T公司為例提出為何開創新通路及其在中國市場行銷通路模式創新實務。第六章結論與建議。 / In last decade, China's economy kept growing at top speed. The booming stock market, while bringing the enormous opportunity for the Chinese capital market development, has driven the development of relevant industries too. The effect on furniture business is absolutely apparent. On one hand, the bullish stock market has brought high returns to stock holders, while raising the purchasing power of potential consumers. On the other hand, the development of capital market has offered the convenience to financing in furniture business too. However, the homogeneity and zero-sum game of marketing strategy in furniture business is serious enough to be a catastrophe to everyone concerned. In order to approach potential customers, the furniture factories must all rely on several sales channels of high market share to run their own shops inside. Furniture factories usually have their own distributors to promote their sales, or run their own shops. If there is information asymmetry between the furniture factories and sales channels, the furniture factories will encounter the possibility of the loss of shop presence and brand damage. In recent years, Carrefour, RT-Mart, and Wal-Mart develop their own sales channels in China at high speed in order to share the millions of dollars market. How to take advantage of the above-mentioned sales channels and leverage their own resources and core competence to create innovative sales channels, while offering higher value for the customers and getting rid of the cruel Red Sea competition is a challenge to the furniture factories and every participant concerned nowadays. This text takes furniture factory T Company as an example, through comprehensive and systematic marketing strategy analysis, and researches on T Company’s traditional sales channels and new sales channels within retailing chains, to explore a set of sales channels innovation model which is suitable for the Chinese market. This research consists of six chapters. Chapter one which is an introduction part mainly focuses on the basis of the selected title and related definition, introduces relevant concepts, ways of thinking and method studied, and last but not least recommends the thesis structure and its possible innovation. Chapter two is literature review and comment. Representative figures, relevant fields of the thesis and their research results are reviewed on a chronological basis, including several following respects: Resource-Base Theory, Blue Ocean Strategy, and Innovation Theory. Chapter three is the development overview of Chinese retailing business and also analyzes the development of hypermarkets in China emphatically in order to illustrate the background and motive for sales channels innovation. In Chapter four, this research analyzes existing models of sales channels and its characteristics of Chinese furniture business comprehensively. Chapter five takes T Company as an example and further elaborates its strategy and operation on the innovation of sales channels construction. Chapter six is the conclusion and follow-up study suggestion.