台灣壽險業近年來面對利差損、國內低利環境，與國內長天期投資工具不足的窘境，因而保險法第146-4條修正後，壽險業者擴大持有國外投資部位。本研究以海外債券投資作為國外投資代理變數，探討海外債券投資與壽險公司之營運風險、經營績效的關係。採用2008年至2016年，共25家壽險公司不平衡追蹤資料，以OLS、Panel Data兩種統計方法作實證分析，再以金融海嘯到歐債危機的時間點，劃分成前期(2008年-2011年)、後期(2012年-2016年)作比較分析。 根據全期資料之分析：以線性模型來看，海外債券投資與營運風險為顯著負相關；和經營績效則是顯著正相關。若是非線性模型，海外債券投資與營運風險為U型相關，臨界點在18.83%。分期資料之分析則顯示：前期資料結果與全期資料一致。但後期資料的研究結果出現反轉，在線性模型下，海外債券投資與營運風險呈現顯著正相關，和經營績效則呈現顯著負相關；而非線性模型下，海外債券和營運風險的U型相關，臨界點下降至13.56%。 / In recent years, life insurers in Taiwan face the spread loss of interest rate, low interest rate environment and shortage of long-term instruments. Life insurers started to expand their foreign investments after the amendment of Article 146-4 of Insurance Act in 1992. This study aims to investigate the relations among overseas bonds investment, operational risk and business performance of life insurers. Data is composed of 25 life insurers from 2008 to 2016. With consideration of the global financial crisis and European debt crisis, this study then divides the data into two subsets (before and after the crises). The results shows that under the linear model there is a significant negative relation between overseas bonds and operational risk, but a significant positive relation between overseas bonds and business performance. Under non-linear model there is a significant U-shaped relationship between overseas bonds and operational risk, with the critical point at 18.83%. The results for the subset data before the crises (2008-2011) is consistent with the based on the whole data (2008-2016). However, the analysis for the subset data after the crises (2012-2016) display different result. Under the linear model, the relation between overseas bonds and operational risk is positive, but it is negative between overseas bonds and business performance. Additionally, the critical point of that U-shaped relationship between overseas bonds and operational risk under the non-linear model drops to 13.56%.

隨著我國壽險業資產比率快速增加，投資績效不但影響眾多保戶的權益，更影響整體經濟之安定，但面臨現今全球金融和經濟環境劇烈動盪，加上壽險同業間激烈競爭的情況，我國壽險公司如何訂定投資策略做好資產配置，對壽險公司的營運健全而言相當重要。現行保險法第一百四十六條限制壽險公司的投資上限，但法令限制對壽險公司資產配置的影響為何，本研究將透過Markowitz的平均數－變異數投資組合模式對我國整體壽險業及國泰人壽、南山人壽、新光人壽及富邦人壽探討之；並以夏普指數、崔納指數及詹森指數，評估上述四家壽險公司之資金運用績效；另藉由分析壽險業之資金成本是否低於實際投資率，以達成研究壽險業長期資產配置之穩健度。 本研究主要結論如下：1.運用Markowitz 投資組合模型所推導出的效率前緣，以最大Sharpe Measure評估，不受法令限制下所建立之最佳投資組合，較有受法令限制下所建立之最佳投資組合的期望報酬率高，且分散風險的效果較佳。2.整體壽險業及前四大壽險公司之實際投資報酬率皆低於其實際投資組合之期望報酬，顯示壽險業於資金運用的靈活度及績效性有改善的空間。3.以績效評估指標求出前四大壽險公司的資金運用績效，發現新光人壽在此三項評估指標皆位居最後；國泰人壽在評估中皆名列前茅。4.新光人壽的平均實際報酬率低於平均資金成本，應控管好資金成本並加強投資組合之績效；富邦人壽平均實際報酬率高過平均資金成本最多，顯示富邦人壽在資金成本控管及投資績效有良好之表現。整體壽險業的實際報酬率亦高於平均資金成本，顯示我國壽險業於營運狀況正常。 / With the life insurance companies’ assets ratio rapidly increasing, the investment performances affect not only the right of a number of policy holders, but also affect the economic stability. However, facing the dynamic global financial and economic environment and the keen competition in the domestic life insurance industry, the life insurance companies need to adopt the proper investment strategy. Law of Insurance 146th p restricts the investment upper limit of the life insurance company. This research will use Markowitz MV model to discuss the influence of this investment restriction on life insurance companies’ asset allocation by the samples of Life industry, Cathay Life Insurance, Nan Shan Life Insurance, Shin Kong Life Insurance, and Fubon Life Insurance, and evaluate the performances of these four life insurance companies by Sharpe ratio, Treynor ratio, and Jensen’s measure. This research also analyze the cost of capital and real rate of return of these companies to examine the stability of life insurance industry’s long term asset allocation. The conclusions of this research are as follows: 1.Evaluated by the Markowitz efficient frontier and the Sharpe measure, there is the higher expected rate of return and better diversification with no investment restriction. 2.The actual rates of return of the life insurance industry and the above four life insurance companies are below the expected rates of returns of their portfolio evaluated be the Sharpe measure, which means the life insurance industry need to prove their capital allocation. 3. Comparing the performance of the life insurance companies by the performance indicator, we find the then Shin Kong Life Insurance is the last, while Cathay Life Insurance has a good score. 4. We also find the real rate of return of Shin Kong Life Insurance is lower than its cost of capital, which means Shin Kong Life Insurance need to adjust its cost of capital and the investment performance. Meanwhile, Fubon Life Insurance is the excellent in controlling the cost of capital and investment. The real rate of return of the Life insurance industry is higher than its cost of capital, and that shows the Life insurance industry has normal operation.

和顧客保持長期關係，對於企業經營是有利的，然而，由於資訊科技的進步與物流效率的提升，顧客越來越來越聰明，要尋找並取得替代產品與服務也越來越容易。在這樣的環境前提下，如何使顧客願意與企業維持長期關係而不轉向競爭者，是企業的一大挑戰。在文獻探討中本文發現，其關鍵是在於要能夠持續與顧客互動並了解顧客，並且將這些了解應用於產品設計、流程設計與組織設計。對於顧客的了解，本文定義其為顧客知識，就成為了顧客關係的基石。不過，由於與顧客的接觸點越多，了解顧客的管道就越多，其整合上有一定的難度，而資訊科技與傳統行銷方法都能夠產生對於顧客的了解，再加上產生並應用對於顧客的了解，以塑造顧客在消費與使用產品與服務時能得到高度的滿意，已經企業所有部門的責任，這樣跨部門的作業也不是一件簡單的事，這些議題都是企業在顧客知識管理上所需面對的。 在過往的文獻中所談的顧客知識管理，很多都混淆顧客資訊與知識，較無探討企業如何加工與顧客互動所得到的資訊，因此無法清楚了解企業在顧客知識管理上所作的貢獻為何。本文就以流程觀點，並以目前市場需求飽和且競爭激烈的人壽保險產業中的一家企業：保誠人壽為例，探討企業內的顧客知識流程，並且探討主要的影響因素，以了解企業在顧客知識管理上所作的努力。 而在本文個案的探訪後，本文還嘗試以服務業作業系統的角度，提出一種顧客知識的新分類：前台作業所需的顧客知識、後台作業所需的顧客知識，並且根據個案中保誠人壽的實際做法，修正文獻探討所提出的顧客知識管理架構，並且提出三種顧客知識管理的類型以及提出其管理重點，以作為實務界與後人研究的參考。 / It is beneficial for an enterprise to keep long-term relationship with its customers. However, owing to advances of information technology and the improvement of logistics efficiency, it is not difficult to search and acquire better products and services to substitute for what they are using now. Under these circumstances, it is a challenge for enterprises to retain their customers. How to do this? The answer in literatures is: to gain more customer insights (defined as customer knowledge in this study) through interactions with customers and apply them in product design, process design and organizational structure design. Therefore customer knowledge is the basics of long-term relationships with customers. But still, there are issues. First, an enterprise may have many contact points with its customers. Then, there are traditional ways versus information technology ways to generate customer knowledge. Finally, an enterprise has to think how to address appropriate customer knowledge to right departments and use them to enhance the total experience when interacting with customers. These are all issues an enterprise has to face with when trying to do “Customer Knowledge Management” (CKM). Most of past studies on CKM did not tell the difference between information and knowledge, thus can not clearly define what contributions an enterprise makes when implementing CKM. This study attempts to investigate practices of CKM in an enterprise in life insurance industry, in which the demand is saturated and the competition is fierce, from a process perspective to manifest how customer knowledge is generated and applied, and what main factors are to affect CKM in an enterprise. After investigation of the case, this study proposes a new framework, from the operation system in service industry, to classify customer knowledge into two categories: customer knowledge needed for front-office operations, and customer knowledge needed for back-office operations. In addition, according to practices in this case, this study will revise the CKM process framework proposed right after the literature review, and will raise keys to successful CKM in CKM processes, for the reference for following studies.