Abstract In recent years, because of some alterations in the government policies and market-place structures, it seems that Real Estate Broking (REB) will be a main stream in the Real Estate Marketing. It is expected that the development of REB will be promising and prospective. However, there are few logistically developed standard operation procedures (SOPs) for customer service. In some large-scale companies with well-developed management systems, there are some service procedures based on empirical practices. However, these procedures have not been documented and served as guides for newcomers to the field. These result in raising the complexity and lowering the overall service quality of REB. In addition, because of the lack of SOPs, it can hardly earn a trust and satisfy the increasing varieties of need from customers. SOPs help in the transportation of profession, confidence, safety, and efficiency for the REB processes to customers from the service providers. They also provide brand-image awareness to consumers and good relationships between the customers and providers. Also, service mistakes from the providers can be minimized and achieve the uniformity and efficiency of operations. The necessity for constructing related SOPs becomes evident. This study was based on practical broking procedures and related academic treatises to develop SOPs for the REB. The investigations divided the customer-service procedures into three phases and incorporated a feedback mechanism of ¡§Customer Satisfactory Management¡¨ and an application of ¡§Information Science and Personnel Management¡¨ to construct a conceptual frame for the procedures. The study also provided revisions and integrity of the constructed frame by analyzing some practical cases. The developed SOPs are expected to be a basis for improving the service quality of the REB and a reference for constructing a mechanism for consumer service.

People always want to get a wonderful experience from a performance production. Although the main purpose for audiences come to a theater is to enjoy the performance, they will almost certainly get in touch with the "front of the house" first. The contact with the staffs there has become an important factor to influence their experiences. Front of the house has also turn out to be a good place for performing arts groups to show their image, to market their brands, and to build a relationship with audience. However, the service quality is not stable or cannot be improved in a short time often, because of the venues change, full-time administrator¡¦s shortage and high turnover, or the temporary manpower. In order to overcome these problems, it is necessary to have a working manual and management. This study will built up ¡§Standard Operating Procedures¡¨ based on the theories of knowledge management and customer service. An operation manual of front of the house will be accomplished to offer performing arts groups as the most suitable tool; and hope it can improve the quality of works, reduce the factors of variability, and satisfy the audiences¡¦ demands. With a stable quality of the works of the front of the house, a performing arts group can give its audiences a comfortable theater environment and leave them a good impression. This study also conducts several depth interviews with the experienced front of the house managers of various performing arts groups. According to their ¡§management modes¡¨ and ¡§situation handling approaches,¡¨ the front of the house management can divided into four different styles: ¡§positive-type,¡¨¡§conservative-type,¡¨ ¡§cautious-type,¡¨ and ¡§flexible-type.¡¨ These four styles can be the basic models for other groups to follow.

The electronics industry has become the main industry in Taiwan due to the progress in information technology and emergence of globalization. Generally the management in high technology industry represents¡¨Speedy¡¨,¡¨Systematic¡¨and¡¨Professional¡¨. However, does this management system really mean optimal? Does highly work specialization work better? This study adopts narrative inquiry as the methodology, sharing my working experiences of different management styles and different solutions in similar cases... Based on the reflection of my working experiences, this study finds that the management in traditional industry may work more efficiently than in hi-tech industry. In traditional industries, most employees do not follow standard operating procedure and they even do not build up a complete information platform, but its management is much more ¡§Speedy¡¨¡B¡¨Systematic¡¨ and ¡¨Professional¡¨ than the high technology industry. Furthermore, employees in the traditional industry display more organizational cohesion than employees in the high technology industry. Although the high technology industry builds up a perfect information platform, it also changes and alienates the relationship between employees.

According to the literature there are still very few researches focusing on the Online Live Instruction in e-Learning. By Integrating IP-Based Video Conferencing System and Full Screen Capture with Live Streaming Broadcast System into an LMS, instructors can provide Online Live Instruction. In this kind of environment, teachers and students can interact together like in conventional classroom. This study explored the process of Online Live Instruction, solutions for the encountered problems are also provided. SOP (Standardized Operation Procedures) are developed on how to conduct Course Material Lecturing and Group Discussion & Summary Report activities. Suggestions about Online Live Instruction for teachers, teaching assistants and students are also included.

1989年起，對台灣零售產業發展是一巨大的變革，萬客隆、家樂福等量販店產業的崛起是最具備現代化改革的代表，2000年以後，福元批發倉儲等相繼退出量販店市場，2003年年初萬客隆的停業與高峰百貨2003年年底的跳票倒閉事件更令人震撼，藉由本產業分析的研究期望能對成功與失敗案例背後成因有更深入的了解。 本文中第一章主要說明研究動機、目的、架構與限制，並對部分學者提出的產業分析文獻做一番探討，藉此，突顯與本研究中「產業矩陣分析法」之差異。第二章對量販店產業的定義與其發展沿革做說明，由於量販店所販售的商品與超商、超市、專賣店、百貨公司與甚至傳統市場有所競爭，對於超商、超市、專賣店、百貨公司與傳統市場等本文將其界定為量販店之間接競爭相關產業，文中也做了簡略的介紹，在本章最後說明量販店產業經營時所面臨的種種困難。 「產業矩陣分析法」的應用在於對產業經營流程中所涉及的價值單元(value unit)從投入(input)到產出(output)的產業價值鏈做系統化的分析，第三章主要在界定量販店產業經營流程與產業價值鏈，並對產業中投入部分的價值單元與產出部分的價值單元給予適切的定義。企業的策略需要因應產業環境變化而做適度的調整。「產業矩陣分析法」是從個別企業的立場著手，將產業價值鏈與策略型態構面和產業型態構面交叉分析，透過產業矩陣的應用，將產業分析與策略分析結合，從中為自己所屬的企業找出最適宜之經營策略應是「產業矩陣分析法」之真正精髓所在。第四章是藉由「產業矩陣分析法」來分析台灣量販店產業特性，將量販店產業的產業背景資料一一呈現，就如同一幅產業空照圖，而個別量販店業者要以哪一種策略進入這個寶山，就看個別企業的本事了。 第五章為本文之總結，文中對量販店產業可能的發展趨勢與經營策略做一些整理，並對政府有關單位提出一些建議，也期望對台灣量販店產業的發展有些許的貢獻。 / Since 1989, the development of Taiwan’s retail industry has been through a dramatic transformation with Marko and Carrefour representing the most contemporary innovative changing Hypermarkets. From year 2000 onwards, Fu-Yuan warehouse subsequently disappeared from the Hypermarket industry. At the beginning of year 2003, the stopping of operation of Marko and the closing of Kao-Mart department store represented more shocking news. Therefore the purpose of this study is to conduct an analysis of the hypermarket industry in order to gain a deeper insight of the successful and failed cases of hypermarkets. The first chapter explains the motive , objective, structure and limitation of this study and also gives a brief discussion of the exiting literature of the analysis of the industry through which the uniqueness of “The analysis of the Industry Matrix” could be emphasized. The second chapter explains the definition of the hypermarket industry and the chronicle of the development of the industry. The products sold by convenient stores, supermarkets, department stores and traditional markets are similar to the products of those of the hypermarkets. Therefore convenient stores, supermarkets, department stores and traditional markets are regarded as indirect competitors of those of the hypermarkets .The definition of these above mentioned industries will also be explained. The later parts of this study explain the various difficulties that may be encountered during the operation of the hypermarkets. The main application of “The Industry Matrix Analysis Method” is to systematically analyze every value unit from input to output of the entire industry value chain. The third chapter mainly explains the operation procedure and the industry value chain of the hypermarket industry and also gives the appropriate definition of the input value units and output value units of the industry value chain. The strategies of a firm must be constantly reviewed and changed according to the changing in the industry environment. “The Industry Matrix Analysis Method” is based on individual firms and is used to analyze the strategy dimensional types and industry dimensional types crossly with the entire industry value chain. By means of“The Industry Matrix Analysis Method”, the industry and strategy analysis could then be combined to find out the most appropriate operation strategies of the firms. This is the core spirit of “The Industry Matrix Analysis Method”. The fourth chapter involves using the “The Industry Matrix Analysis Method”to analyze the characteristics of Taiwan’s hypermarket industry and to present the background information of the hypermarket industry as same as the industry’s bird’s eye perspective picture. Which strategies the firm will take and which firms may dominate the hypermarket industry market depending on their own competence. The last chapter includes the summary of this study. The possible future trend and appropriate operation strategies are summarized. Suggestions for the government are also included. The author expects that this study could make some useful contributions for the development of Taiwan’s hypermarket industry.

本研究探討「景觀法（草案）」施行前後，對於現行都市計畫體系等所產生改變，以及未來在景觀法下景觀計畫，將不再僅為都市計畫定期通盤檢討實施辦法第八條內都市設計應辦事項，乃提升為更上位指導性計畫（法定程序與計畫位階），以充份發揮在地所屬地方特色且能因地制宜。因此，本研究乃依據政府當前所施行主要「政策趨向」與「法令規範」為基礎，從「景觀計畫」理念涵構、內容範疇、架構體系、操作方法等面向來加以探究。並於理論研議之後再透過案例模擬，以「宜蘭縣政府」為主導單位來探討合理推動「宜蘭縣政中心地區景觀計畫」之操作程序與策略指引研議。以下是本研究在研討過程當中，根據理論與模擬結果，所歸納出來主要成果，並可供未來發展景觀計畫工作時建議方向。其一為政策機制：1.重視計畫擬訂過程整合、2.計畫主體縣（市）政府、3.設景觀計畫審議委員會、4.落實行政專業專職人員、5.提供修訂上位計畫參據、6.建蔽率與容積率的檢討、7.景觀計畫之行銷與考核、8.鼓勵公私合夥廣籌財源等。其二為管理維護：1.定期與不定期資料蒐集、2.城鄉景觀資源有效整合、3.訂定管理維護獎懲條例、4.成長管理的監測與評估、5.嚴格監督整體開發成果、6.提供經驗技術專責單位、7.整合相關查報取締工作、8.教育民眾自我意識提升、9.落實環境宣導教育推廣、10.閒置土地綠美化等。其三為案例模擬：1.通盤檢討落實、2.審議制度建構、3.當地民眾參與、4.自治條例研擬、5.預期成效模擬、6.行銷策略推廣等。 / The study process is based on the "Qualitative Research- Exploratory & Conclusive Research" & assistant by "Practical Prove" of the landscape planning framework system and operation procedure. In past years, the effort to promote townscape so as to create a rural feel has demonstrated its results in many places. However, it has always lacked the guidance of a prospectus and long- term planning. Local development has been the focus of attention for a long time; there are important theme for discussion, is a local intent of the landscape planning is to complement the defeat of two- dimensional arrangement of traditional urban planning and to achieve three- dimensional control of the townscape. Furthermore, Landscape planning can also integrate the activities in city, rural and shape the unique townscape characteristics. A practice of the landscape law will be a trend in Taiwan. This study is consisted of the three parts; namely basic study, the analysis and verification, and remedies. This study would probe concepts and theories of sustainable townscape via the relative literatures. To review the bottom- up processing & top- down processing on the relative literatures and theories- probes the concepts, a theory, control elements of the landscape planning, and furthermore, establishes the research framework system- consequence strategies of behavior change and antecedent strategies of behavior change of this study; the landscape law and institutions should fit the needs of landscape planning. And the researcher will make clear the operating mechanism of the landscape planning framework system in every law level according to the enforceable contents of current urban planning. The processing procedure timeline will be improving and thus the landscape law will be satisfied. Implementation for the plan is divided into current stage and future stage, according to the physical environment potentials, constraints and the planning goals. Thus the government authorities show the confident of implementing the planning and win public trust. In a long run, continuing the sustainable development process. For the principles of setting up the regulation, it needs to clearly explain on the three levels, the goals, objectives and criteria. Furthermore, we try to apply the concepts of landscape law in the landscape planning of case and discover the potential and limits of the local region with the analysis methodology of the S.W.O.T. analysis method to construct a reasonable and suitable landscape development strategy of the "I- Lan county government development area". Finally, the purpose is to understand whether the local administration institution does suit introduces on the "landscape law and planning" in Taiwan. Besides, on this research also attempt to consult the factors that affect the landscape law & planning development of Taiwan today, and then to bring up the vision of the future in Taiwan. All these efforts enhance Taiwan townscape’ style shape and characterize on the districts with a sustainable development townscape vision. / 目 錄 中文摘要i 英文摘要ii 誌 謝iv 目 錄v 表 目 錄viii 圖 目 錄ix 第一章 緒論1 1.1 研究背景1 1.2 研究動機與目的5 1.2.1 研究動機5 1.2.2 研究目的8 1.3 研究範疇與架構10 1.3.1 研究範疇10 1.3.2 研究架構11 1.4 研究方法與流程13 1.4.1 研究方法13 1.4.2 研究流程15 1.5 名詞定義18 第二章 文獻回顧21 2.1 臺灣城鄉風貌問題21 2.2 創造城鄉新風貌行動方案趨勢26 2.2.1 計畫回顧26 2.2.2 計畫探討29 2.3 永續城鄉觀點34 2.3.1 基本觀念探討35 2.3.2 發展思考脈絡38 2.4 景觀計畫涵蓋範疇芻議49 2.4.1 相關文獻回顧50 2.4.2 計畫內容研議52 2.5 小結58 第三章 景觀計畫架構體系59 3.1 景觀計畫定位59 3.2 景觀法（草案）探討60 3.2.1 擬訂背景60 3.2.2 綜合探討65 3.3 景觀計畫體系衍議66 3.3.1 現行都市計畫體系對於景觀計畫影響67 3.3.2 未來景觀計畫於都市計畫體系中定位73 3.4 景觀計畫架構探討79 3.4.1 景觀計畫架構體系79 3.4.2 都市計畫位階內容84 3.5 小結95 第四章 景觀計畫操作方法97 4.1 景觀計畫執行97 4.2 景觀計畫操作範疇99 4.2.1 推動程序99 4.2.2 調查內容102 4.3 景觀計畫操作方法111 4.3.1 規劃認知111 4.3.2 規劃步驟112 4.4 景觀計畫操作建議129 4.4.1 政策機制的操作方向129 4.4.2 管理維護的操作方向131 4.5 小結133 第五章 宜蘭縣政中心地區景觀計畫操作模擬（先期研究）135 5.1 宜蘭縣（研究範圍）環境調查分析135 5.1.1 地區發展背景與政策定位136 5.1.2 相關上位計畫與發展計畫139 5.1.3 研究範圍景觀資源的分析140 5.1.4 小結142 5.2 宜蘭縣政中心地區（計畫範圍）環境調查分析142 5.2.1 計畫地區發展背景與定位142 5.2.2 計畫地區主要與細部計畫146 5.2.3 計畫範圍景觀資源的分析148 5.2.4 小結156 5.3 蘭陽地區（案例研析）地域性規劃設計案例探討156 5.3.1 規劃案例一：冬山河親水公園159 5.3.2 規劃案例二：羅東運動公園162 5.3.3 設計案例一：宜蘭縣政中心行政大樓165 5.3.4 設計案例二：宜蘭厝168 5.3.5 小結172 第六章 宜蘭縣政中心地區景觀計畫操作模擬（計畫整合）173 6.1 宜蘭縣政中心地區相關景觀議題整合173 6.1.1 自然景觀向度議題175 6.1.2 人文景觀向度議題177 6.1.3 實質景觀向度議題179 6.1.4 ＳＷＯＴ分析181 6.2 宜蘭縣政中心地區景觀計畫策略指引186 6.2.1 景觀計畫發展願景與目標187 6.2.2 景觀計畫擬訂標的與原則191 6.2.3 小結202 6.3 宜蘭縣政中心地區景觀計畫架構體系與操作建議207 6.3.1 縣（市）綜合發展計畫位階體系架構207 6.3.2 都市計畫主要計畫位階景觀計畫內容213 6.3.3 都市計畫細部計畫位階景觀計畫內容216 6.3.4 宜蘭縣政中心地區景觀計畫操作建議221 第七章 結論與建議229 7.1 結論229 7.2 建議231 參考文獻237 附錄 A 宜蘭縣政中心地區景觀計畫發展原則（策略指引）245 B 宜蘭縣相關景觀資源整理289 C 宜蘭縣政中心地區建築及土地使用分區管制要點305 D 宜蘭縣建築管理自治條例311 E 景觀法（草案）條文內容說明317 F 創造城鄉新風貌行動方案整理323 G 相關法令規章331 H 研究文獻評析335 作者簡介339 表目錄 表2.1 傳統城鄉規劃與永續城鄉規劃的差異性41 表2.2 相關文獻回顧整理與應用51 表3.1 景觀法（草案）計畫架構與本研究計畫層級內容比較82 表4.1 公部門擬訂景觀計畫之計畫內容與計畫範疇99 表4.2 自然景觀向度之計畫調查內容103 表4.3 人文景觀向度之計畫調查內容105 表4.4 實質景觀向度之計畫調查內容108 表4.5 落實景觀計畫執行方法與執行範疇125 表4.6 景觀計畫構成比較分析134 表5.1 研究範圍（宜蘭縣）相關景觀資源；對於「景觀計畫」應用屬性140 表6.1 「綜合策略評估（SWOT）」宜蘭縣政中心地區景觀影響因子構成（一）181 表6.2 「綜合策略評估（SWOT）」宜蘭縣政中心地區景觀因應策略矩陣（二）182 表6.3 宜蘭縣政中心地區景觀計畫架構內容204 表6.4 「主要計畫位階」宜蘭縣政中心地區景觀計畫比較（一）214 表6.5 「主要計畫位階」宜蘭縣政中心地區景觀計畫比較（二）215 表6.6 「細部計畫位階」宜蘭縣政中心地區景觀計畫比較（一）217 表6.7 「細部計畫位階」宜蘭縣政中心地區景觀計畫比較（二）219 表6.8 落實宜蘭縣政中心地區景觀計畫執行方法與執行範疇223 圖目錄 圖1.1 宜蘭縣政中心區位示意圖11 圖1.2 宜蘭縣政中心主要發展區11 圖1.3 研究理論架構與範疇12 圖1.4 研究方法架構與範疇16 圖1.5 研究流程17 圖1.6 永續景觀﹣德國漢堡20 圖1.7 自然景觀﹣宜蘭石牌20 圖1.8 人文景觀﹣宜蘭縣政中心20 圖1.9 實質景觀﹣台北士林20 圖2.1 永續觀念下生態規劃概念﹣以基地（小）尺度開發為例44 圖2.2 計畫架構層次示意圖54 圖2.3 景觀計畫架構內容初擬57 圖3.1 歷年來創造城鄉新風貌政策推動主要演進點62 圖3.2 景觀法（草案）計畫體系示意圖64 圖3.3 狹義屬性景觀計畫體系72 圖3.4 廣義屬性景觀計畫體系78 圖3.5 景觀計畫架構體系初擬80 圖3.6 景觀計畫行政體系初擬81 圖3.7 主要計畫位階景觀計畫架構與範疇89 圖3.8 細部計畫位階景觀計畫架構與範疇94 圖4.1 景觀計畫執行架構初擬98 圖4.2 落實景觀計畫民眾參與執行方法122 圖4.3 臺灣地區實施景觀計畫操作流程127 圖5.1 宜蘭縣區位分析137 圖5.2 宜蘭縣政中心地區計畫發展構想144 圖5.3 宜蘭縣政中心地區都市計畫範圍示意圖145 圖5.4 宜蘭縣政中心地區都市計畫主要發展區145 圖5.5 縣政中心主要發展區公共設施分佈圖145 圖5.6 縣政中心主要發展區公共設施紋理圖145 圖5.7 縣政中心主要發展區土地使用分區圖145 圖5.8 縣政中心主要發展區土地使用紋理圖145 圖5.9 宜蘭市區﹣舊街區紋理比較151 圖5.10 羅東市區﹣舊街區紋理比較151 圖5.11 宜蘭縣政中心地區城鄉風貌結構紋理演變進程152 圖5.12 景觀資源分佈﹣社區發展現況部份153 圖5.13 景觀資源分佈﹣人文景觀現況部份153 圖5.14 景觀資源分佈﹣交通系統現況部份154 圖5.15 景觀資源分佈﹣公共設施現況部份154 圖5.16 景觀資源分佈﹣植栽景觀現況部份155 圖5.17 景觀資源分佈﹣夜間景觀現況部份155 圖5.18 冬山親水公園﹣防洪與遊憩157 圖5.19 羅東運動公園﹣教育與休閒157 圖5.20 縣政行政大樓﹣機能與公園157 圖5.21 宜蘭民居形塑﹣氣候與模式157 圖5.22 冬山河親水公園規劃手法圖示說明161 圖5.23 羅東運動公園規劃手法圖示說明（一）163 圖5.24 羅東運動公園規劃手法圖示說明（二）164 圖5.25 宜蘭縣政中心行政大樓設計手法圖示說明167 圖5.26 宜蘭厝設計手法圖示說明171 圖6.1 宜蘭縣內高山景觀資源175 圖6.2 宜蘭縣內溪流景觀資源175 圖6.3 宜蘭縣內平原景觀資源175 圖6.4 宜蘭縣內田園景觀資源175 圖6.5 宜蘭縣內山地不當破壞175 圖6.6 宜蘭意象所在景觀資源176 圖6.7 宜蘭多樣豐富景觀資源176 圖6.8 宜蘭縣內河川景觀資源176 圖6.9 宜蘭縣內海岸景觀資源176 圖6.10 地區農村產業景觀資源176 圖6.11 宜蘭風俗民情景觀資源177 圖6.12 地區人文歷史古蹟資源177 圖6.13 地區竹圍農舍景觀資源177 圖6.14 地區周邊土地利用現況177 圖6.15 國道北宜高速公路現況178 圖6.16 北迴線鐵路的發展現況178 圖6.17 計畫區內風貌發展現況178 圖6.18 計畫區內日間景觀現況178 圖6.19 計畫區內夜間景觀現況178 圖6.20 台九省道日間景觀現況179 圖6.21 台九省道夜間景觀現況179 圖6.22 內環道路日間景觀現況179 圖6.23 內環道路夜間景觀現況179 圖6.24 集散道路日間景觀現況179 圖6.25 集散道路夜間景觀現況179 圖6.26 外環道路日間景觀現況180 圖6.27 外環道路夜間景觀現況180 圖6.28 凱旋路兩側的連續樟樹180 圖6.29 土地區段徵收整地現況180 圖6.30 地區內原有栽植的果樹180 圖6.31 地區舊存社區建築現況180 圖6.32 城鄉整體景觀（地景）風貌發展概念圖199 圖6.33 適當保留邊緣農業區避免開發無限蔓延199 圖6.34 鄉土樹種為主外來樹種為輔達適地適樹199 圖6.35 透過生態施工方法以降低開發影響程度199 圖6.36 落實鄉土性生態教育與保育觀念的紮根199 圖6.37 營造整體秩序與風格形塑獨有城鄉意象200 圖6.38 配合計畫發展塑造各分區使用空間意象200 圖6.39 計畫單元整體開發營造分區風格與意象200 圖6.40 配合分區使用特性促使新舊建築間和諧200 圖6.41 配合周遭的地景或街景形塑場所自明性200 圖6.42 既有空間綠點的增加提升整體綠美化量200 圖6.43 配合各分區法定空地退縮進行整體設計200 圖6.44 提供多目標活動使用的開放空間或綠地200 圖6.45 設施應與周邊環境結合以體現當地氣候201 圖6.46 設施應適度的加入環境教育與教化功能201 圖6.47 服務設施應透過民眾參與體現當地風格201 圖6.48 服務設施應配合多目標使用與教化功能201 圖6.49 區內建立適當比例混植密林區或荒野區201 圖6.50 透過多層次生態綠化結合休憩活化身心201 圖6.51 針對區內閒置空間進行綠美化環境改善201 圖6.52 採不同時序開花植栽創造四季色彩變化201 圖6.53 重要地標照明以形塑地區夜間視覺焦點202 圖6.54 透過對歷史建築適當照明營造夜間氣氛202 圖6.55 重要交通路徑應加強夜間照明視覺引導202 圖6.56 依分區屬性給予適當照明營造夜間氣氛202 圖6.57 宜蘭縣政中心地區景觀計畫架構層次203 圖6.58 宜蘭縣政中心地區景觀計畫行政體系初擬208 圖6.59 「狹義屬性」宜蘭縣政中心地區景觀計畫體系210 圖6.60 「廣義屬性」宜蘭縣政中心地區景觀計畫體系212 圖6.61 「主要計畫位階」宜蘭縣政中心地區景觀計畫架構與範疇213 圖6.62 「細部計畫位階」宜蘭縣政中心地區景觀計畫架構與範疇216 圖6.63 宜蘭縣政中心地區景觀計畫執行架構初擬222