2014年保險法第146條之4修正，增列保險業依保險法規定投資於國內證券市場上市或上櫃買賣之外幣計價股權或債券憑證之投資金額，可不計入其國外投資限額。本研究探討台灣壽險業投資外幣計價國際債券不納入國外投資限額對於台幣公債市場籌資之影響，並分析壽險業投資國際債券之贖回風險。 主要研究結果發現：(1)開放投資國際債券後，壽險業資金運用增加國外投資，但減持公債及國庫券。依據統計分析，顯示壽險業資金運用於國外投資佔比大幅增加時，除專案運用及公共投資外，其餘項目之佔比皆減少。其中台灣公債及國庫券佔比與國外投資佔比呈高度負相關。(2)壽險業對公債需求程度影響國庫籌資之成本，需求程度越低，國庫長天期籌資成本越高。透過複迴歸模型分析發現，壽險持券比(即壽險業持有公債餘額佔公債未償還餘額比例)越低，30年期公債殖利率越高。 透過本文模型，投資國際債券時，應考量可贖回國際債券相對公債之加碼、閉鎖期、國際債券再度發行之可能性與未來市場利率可能走低之幅度。以投資30年期債券為例，當可贖回國際債券相對公債之加碼減少，閉鎖期縮短，利率走跌幅度增加時，贖回風險將增加。因可贖回國際債券之高利率僅為收益率錯覺，利率走低時之贖回風險將抵銷此高利率。依據2014年至2016年債券市場資訊，本文模型評估投資人提前贖回風險為52.45bps。 / The 2014 amendment of Article 146-4 of Insurance Act extending the overseas investment ceiling to the value for foreign currency denominated listed or over-the-counter certificates of domestic stocks or bonds that are invested in by insurance enterprises in accordance with provisions of Insurance Act. This paper investigates the impact of funding in Taiwan government bond market under the overseas investment ceiling with the exclusion of international bonds investment in Taiwan life insurance industry, and analyzes the call risk of international bonds. The main results show that: (1)After the 2014 amendment of Article 146-4 of Insurance Act, foreign investments are increasing, while government bonds holdings are decreasing in investment portfolio of life insurance industry. Based on statistical analysis, as the ratio of foreign investments surging, only the ratio of authorized projects or public investment is increasing, others are falling. Especially, the ratio of government bonds and that of foreign investment are strongly negative correlation. (2) Demand of government bond of life insurance industry has impact on the funding cost of Taiwan government. The lower the demand, the higher the funding cost. Through multiple regression model, the result shows, the lower the bond holding ratio of life insurance industry, the higher the yield of Taiwan 30-year government bonds. According to the model in this paper, spread between callable international bond and government bond, lock-up period, the probability of re-issuance in international bond market, and the downtrend of interest rate should be all considered when investing in international bonds. The high yield of callable international bond is yield illusion to investors,since is largely offset by call risk. According to the model with bond market data between 2014 to 2016, the assessment of call risk is 52.45bps.

Despite their continuing importance to the UK economy and their employment of significant numbers of workers from a range of professions, the utilities have received scant attention from critical scholars of work. This neglect represents a missed opportunity to examine the impact of nearly twenty years of privatisation and marketisation on workers, their jobs and their unions. This thesis aims to make a contribution to knowledge here by investigating, contextualising and explaining changes in the labour processes of a privatised utility in the United Kingdom. The research is informed by oral history methods and techniques, rarely adopted in industrial sociology, and here used alongside labour process theory to reconstruct past experiences of work. Drawing on qualitative data sets, from in-depth interviews with a cohort of employees who worked continuously over three decades at the research site, British Gas’s Granton House, and on extensive company and trade union documentary evidence the research demonstrates how British Gas responded to restrictive regulation and the need to deliver shareholder value by transforming pre-existing forms of work organisation through introducing call centres. The call centre provided the opportunity for management to regain control over the labour process, intensify work and reduce costs. In doing so, the study identifies the principal drivers of organisational change, documents the process of change evaluates the impact on workers’ experience. Thus, as a corrective to much recent labour process theory the research offers both an ‘objective’ and ‘subjective’ account of change over an extended time. The contrast between workers’ experience of working in the clerical departments and in the call centre could not be starker. Almost every element of work from which workers derived satisfaction and purpose was abruptly dismantled. In their place workers had to endure the restrictive and controlling nature of call centre work. The relative absence of resistance to such a transformation is shown to be a consequence of failures in collective organisation, rather than the totalisation of managerial control, as the postmodernists and Foucauldians would have it.

Submitted by Silvana Teresinha Dornelles Studzinski (sstudzinski) on 2015-05-14T17:57:45Z No. of bitstreams: 1 LizianeSilvaMenezes.pdf: 4918464 bytes, checksum: 2a4190164c3f6313abf6dcd3d0e8a09f (MD5) / Made available in DSpace on 2015-05-14T17:57:45Z (GMT). No. of bitstreams: 1 LizianeSilvaMenezes.pdf: 4918464 bytes, checksum: 2a4190164c3f6313abf6dcd3d0e8a09f (MD5) Previous issue date: 2011-12-15 / Nenhuma / Estudos demonstram a crescente importância estabelecida pelo mercado ao serviço de atendimento ao cliente. Uma vez que tal processo permite às organizações a compreensão de necessidades explícitas ou implícitas dos clientes atuais e futuros, a partir da sistematização e análise das interações recebidas nos diferentes canais de atendimento, tal movimento tem gerado questionamentos sobre como este pode ser mais bem gerenciado, visando assim qualificar os serviços prestados pelas Centrais de Atendimento atuais. Sendo a Matriz da Qualidade parte do QFD, que é um método que visa aprimorar o desenvolvimento de produtos/serviços a partir da escuta, tradução e transmissão, de forma priorizada, das necessidades dos clientes para dentro da empresa, questionou-se: como esta poderia contribuir para aprimorar os serviços prestados por uma Central de Atendimento? Desta forma, este trabalho se propôs a explorar tal questão, por meio de um estudo que objetivou analisar os resultados da aplicação desta Matriz em tal contexto. Para tanto, a pesquisa foi realizada em três etapas: (i) a primeira, de caráter Exploratório, em que foram identificadas alternativas para resposta à questão de pesquisa, a partir de uma revisão na literatura existente; (ii) a segunda, de caráter Aplicado, por meio de uma pesquisa-ação realizada na Central de Atendimento de uma Instituição de Ensino Superior de grande porte (com aproximadamente 27.000 alunos), localizada no estado do Rio Grande do Sul; tal etapa foi constituída por três fases, sendo que na primeira delas foi feita a aplicação da Matriz como ferramenta para triagem e estabelecimento das prioridades a serem trabalhadas nas etapas subsequentes; e (iii) a terceira para elaboração de análises e conclusões dos resultados. De modo geral, entende-se que os objetivos pré-estabelecidos para o estudo tenham sido atingidos, uma vez que os resultados apresentam uma análise detalhada da aplicação da Matriz em uma Central de Atendimento real, com reflexões e contribuições para pesquisas futuras sobre o tema. Entre as principais contribuições encontradas destacam-se as melhorias realizadas na infraestrutura e nos processos de gestão de pessoas e de falhas da Central de Atendimento estudada, as quais foram percebidas positivamente tanto pelos usuários como pelos gestores da Instituição após a finalização do trabalho, demonstrando assim a efetividade do método utilizado. Visando colaborar para pesquisas futuras, ao término das análises é apresentado um roteiro para possível uso em Centrais de Atendimento que estejam em busca de objetivos semelhantes. Acredita-se também que tal roteiro possa ser visto como uma ferramenta gerencial, sendo útil no apoio ao cumprimento de estratégias voltadas para gestão da qualidade. / Studies show the increasing importance established by the market at the service of customer service. Once this process enables organizations to understand the stated or implied needs of current and future customers, based on the systematization and analysis of interactions received from different service channels, such movement has generated questions about how this process can be better managed, by that means, aiming to qualify the services provided by customer service center nowadays. As the Quality Matrix part of QFD, which is a method that aims to improve the system development of products/services from listening, translating and transmission, prioritizing the needs of customers into the company, it was questioned: How could this help improving services provided by a customer service center? Therefore, this work proposes to explore this question through a study that aimed to analyze the results of the application of the Quality Matrix in this context. With this objective, the survey was conducted in three steps: (i) the first, exploratory, where there were identified alternatives to answer to the research question, from a review of existing literature, (ii) the second, applied, through an action research conducted in the customer service center of a large Higher Education Institution (approximately 27,000 students) located in the state of Rio Grande do Sul (Brazil); this step was consisted of three phases, and the first of these was the application of the Matrix as a tool for screening and establishing priorities to be worked on in subsequent steps, and (iii) the third, for the analysis and conclusion of the results. In general, it is understood that the pre-established goals for the study have been achieved, since the final work is a detailed analysis of the results of a Quality Matrix application in a real Service Center, with reflections and contributions for future research on the subject. Among the main contributions found are the improvements made in infrastructure and people management processes, and failures of the customer service center study, which were discerned positively by both users and managers of the institution after the conclusion of the work, in this manner demonstrating the effec tiveness of the method used. Aiming to contribute to future research, at the end of the analysis is presented a roadmap for possible use in customer service center that are seeking similar objectives. It is also believed that this script can be seen as a management tool and is useful in supporting the achievement of strategies for quality management.

Made available in DSpace on 2016-04-25T16:45:01Z (GMT). No. of bitstreams: 1 Elizabete de Lima.pdf: 981183 bytes, checksum: 76d12dcd885021c6f97937778a3480a0 (MD5) Previous issue date: 2007-12-03 / This study aims to examine through the perception of the operators of call center, working conditions, the practices of human resources and skills and strategies of communication in the context of call center through interaction and reports obtained in the interview with these professionals. With this approach, this research aims to contribute for the first multidisciplinary and functional study, evolving human resources, workplaces, technology and strategy played by the call center industry in Brazil, coordinated by the Postgraduation Program in Business Administration at PUC-SP. To make it possible, workplaces aspects are investigated such as: physical, psychical, cognitive and human resources practices, as well as the communication skills referring to the communication strategies used at the interaction and relationship processes with customers. A quantitative methodology was adopted thru and interview process with nine call center operators, working at different companies at the active and receptive telemarketing, but all of them belonging to great expression segments at remote services voice based. The results suggest that the insecurity of work in call center, affect the quality of life of these people and the quality of life at work is directly linked to preparation, issuance, receipt and understanding of messages effectively in the processes of communication. One person unhappy, sick, it is unable to make fluency, availability, spontaneity and creativity in interpersonal communication / Este estudo tem por objetivo analisar através da percepção dos operadores de teleatendimento, as condições de trabalho, as práticas de recursos humanos e as habilidades e estratégias de comunicação no contexto de call center por meio da interação e dos relatos obtidos no processo de entrevista com estes profissionais. Com isso, este estudo visa contribuir para os estudos da primeira pesquisa multidisciplinar e setorial envolvendo práticas de recursos humanos, trabalho, tecnologia e estratégia realizada na indústria de call center no Brasil, coordenada pelo Programa de Pós-graduação em Administração da PUC-SP. Para que a pesquisa seja possível, são investigados aspectos relacionados às condições de trabalho, tais como: aspectos físicos, aspectos psíquicos e aspectos cognitivos e práticas de recursos humanos, bem como são investigadas as habilidades de comunicação no que se refere às estratégias de comunicação utilizadas no processo de interação e relacionamento com o cliente. A metodologia adotada foi a denominada qualitativa através do processo de entrevistas as quais foram realizadas com nove operadores de call center com experiência profissional no telemarketing ativo e receptivo, pertencentes a empresas variadas, porém de grande expressão no segmento de telesserviços. Os resultados obtidos apontam que a precarização do trabalho em call center, prejudica a qualidade de vida dessas pessoas e a qualidade de vida no trabalho está diretamente ligada a elaboração, emissão, recepção e compreensão de mensagens de forma eficaz nos processos de comunicação. Um indivíduo insatisfeito, doente, infeliz, é incapaz de apresentar fluência, disponibilidade, espontaneidade e criatividade na comunicação interpessoal

Made available in DSpace on 2016-04-28T18:22:26Z (GMT). No. of bitstreams: 1 Joelma Sa Teles dos Anjos.pdf: 8647563 bytes, checksum: 597d299ef32df9e9df790aeda315f89a (MD5) Previous issue date: 2011-11-21 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / Some companies have been offering online chats named as Web Call Centers besides traditional Call Centers. This is a new tool for communication between companies and clients which aims for more productivity and commitment. Considering this new work activity and through qualitative methodology and epistemological interpretative orientation, this research examines online chat interactions to understand the characteristics of the discursive practices in this given context. This work has looked for answering two major questions: what are the characteristics of the situation of work of Web Call Center attendants?; and what is the discursive status of the online chat in this work situation? Theoretically, we have recurred to language studies that consider online chats as a genre, specifically Marchurschi s contibutions (2010). We have also recurred to language studies that consider online chats as a hypergenre like Dominique Maingueneau s work (2001) and, we have recurred to studies of work, specifically Ergology, which is considered an innovative theory to approach work activities (Schwartz, 1997, 2006). The corpus considered in the analysis consists of registers of online chats in customer service with interactions between insurance technicians as attendants and their clients who were insurance agents. By doing the analysis of these registers and by discussing them, we have come to the conclusion that in work situation the online chat goes under coercion that allows us to classify it as a genre. Some other aspects were revealed in the study as well, such as the normalization, done by the attendants, that points to the dialectics among the instituted pieces of knowledge, i. e., the rules that precede the activity, and the invested knowledge, the experience that comes with practice / Algumas empresas têm instituído, ao lado dos Call Center, intitulados atualmente de Web Call Center, o chat como uma nova modalidade de atendimento agente-cliente, visando, sobretudo, ao aumento da produtividade e engajamento com a nova tecnologia. Considerando essa nova atividade de trabalho, esta pesquisa, pautada em metodologia qualitativa, de base epistemológica interpretativista de observação, teve como objetivo investigar e analisar interações ocorridas em situação de atendimento ao cliente, via chat, para compreender as características das práticas discursivas nesse contexto. Nesse sentido, procurou responder a duas questões: Qual(is) a(s) característica(s) da situação de trabalho das atendentes do Web Call Center? Qual o estatuto discursivo do chat em situação de trabalho? Do ponto de vista teórico, recorreu aos estudos da linguagem - mais especificamente às contribuições de Marcuschi (2010), que considera o chat como gênero, e de Dominique Maingueneau (2001), que o vê como hipergênero - e aos estudos do trabalho, mais especificamente à Ergologia, entendida como um modelo teórico-metodológico inovador para abordar a atividade de trabalho (Schwartz, 1997, 2006). O corpus considerado para análise constituiu-se de registros de atendimento ao cliente por meio do chat, entre técnicos de seguros na função de agentes de atendimento de uma Seguradora Nacional e, seus clientes - corretores de seguros. Por meio da análise e discussão desses registros, concluiu-se que o chat em situação de trabalho sofre várias coerções que permitem caracterizá-lo como gênero. Ficaram claras também as várias renormalizações feitas pelas atendentes, as quais indicam a dialética entre os saberes instituídos, isto é, as normas que antecedem a atividade, e os saberes investidos, a experiência advinda da prática

Aujourd'hui c'est un fait, nous vivons dans un monde où les enjeux écologiques, économiques et sociétaux sont de plus en plus pressants. Au croisement des différentes lignes directrices envisagées pour répondre à ces problèmes, une vision plus précise de la mobilité humaine est un axe central et majeur, qui a des répercussions sur tous les domaines associés tels que le transport, les sciences sociales, l'urbanisme, les politiques d'aménagement, l'écologie, etc. C'est par ailleurs dans un contexte de contraintes budgétaires fortes que les principaux acteurs de la mobilité sur les territoires cherchent à rationaliser les services de transport, et les déplacements des individus. La mobilité humaine est donc un enjeu stratégique aussi bien pour les collectivités locales que pour les usagers, qu'il faut savoir observer, comprendre, et anticiper.Cette étude de la mobilité passe avant tout par une observation précise des déplacements des usagers sur les territoires. Aujourd'hui les acteurs de la mobilité se tournent principalement vers l'utilisation massive des données utilisateurs. L'utilisation simultanée de données multi-sources, multi-modales, et multi-échelles permet d'entrevoir de nombreuses possibilités, mais cette dernière présente des défis technologiques et scientifiques majeurs. Les modèles de mobilité présentés dans la littérature sont ainsi trop souvent axés sur des zones d'expérimentation limitées, en utilisant des données calibrées, etc. et leur application dans des contextes réels, et à plus large échelle est donc discutable. Nous identifions ainsi deux problématiques majeures qui permettent de répondre à ce besoin d'une meilleure connaissance de la mobilité humaine, mais également à une meilleure application de cette connaissance. La première problématique concerne l'extraction d'informations de mobilité à partir de la fusion de données hétérogènes. La seconde problématique concerne la pertinence de cette fusion dans un contexte réel, et à plus large échelle. Nous apportons différents éléments de réponses à ces problématiques dans cette thèse. Tout d'abord en présentant deux modèles de fusion de données, qui permettent une extraction d'informations pertinentes. Puis, en analysant l'application de ces deux modèles au sein du projet ANR Norm-Atis.Dans cette thèse, nous suivons finalement le développement de toute une chaine de processus. En commençant par une étude de la mobilité humaine, puis des modèles de mobilité, nous présentons deux modèles de fusion de données, et nous analysons leur pertinence dans un cas concret. Le premier modèle que nous proposons permet d'extraire 12 comportements types de mobilité. Il est basé sur un apprentissage non-supervisé de données issues de la téléphonie mobile. Nous validons nos résultats en utilisant des données officielles de l'INSEE, et nous déduisons de nos résultats, des comportements dynamiques qui ne peuvent pas être observés par les données de mobilité traditionnelles. Ce qui est une forte valeur-ajoutée de notre modèle. Le second modèle que nous proposons permet une désagrégation des flux de mobilité en six motifs de mobilité. Il se base sur un apprentissage supervisé des données issues d'enquêtes de déplacements ainsi que des données statiques de description du sursol. Ce modèle est appliqué par la suite aux données agrégés au sein du projet Norm-Atis. Les temps de calculs sont suffisamment performants pour permettre une application de ce modèle dans un contexte temps-réel. / Today it is a fact that we live in a world where ecological, economic and societal issues are increasingly pressing. At the crossroads of the various guidelines envisaged to address these problems, a more accurate vision of human mobility is a central and major axis, which has repercussions on all related fields such as transport, social sciences, urban planning, management policies, ecology, etc. It is also in the context of strong budgetary constraints that the main actors of mobility on the territories seek to rationalize the transport services and the movements of individuals. Human mobility is therefore a strategic challenge both for local communities and for users, which must be observed, understood and anticipated.This study of mobility is based above all on a precise observation of the movements of users on the territories. Nowadays mobility operators are mainly focusing on the massive use of user data. The simultaneous use of multi-source, multi-modal, and multi-scale data opens many possibilities, but the latter presents major technological and scientific challenges. The mobility models presented in the literature are too often focused on limited experimental areas, using calibrated data, etc., and their application in real contexts and on a larger scale is therefore questionable. We thus identify two major issues that enable us to meet this need for a better knowledge of human mobility, but also to a better application of this knowledge. The first issue concerns the extraction of mobility information from heterogeneous data fusion. The second problem concerns the relevance of this fusion in a real context, and on a larger scale. These issues are addressed in this dissertation: the first, through two data fusion models that allow the extraction of mobility information, the second through the application of these fusion models within the ANR Norm-Atis project.In this thesis, we finally follow the development of a whole chain of processes. Starting with a study of human mobility, and then mobility models, we present two data fusion models, and we analyze their relevance in a concrete case. The first model we propose allows to extract 12 types of mobility behaviors. It is based on an unsupervised learning of mobile phone data. We validate our results using official data from the INSEE, and we infer from our results, dynamic behaviors that can not be observed through traditional mobility data. This is a strong added-value of our model. The second model operates a mobility flows decompositoin into six mobility purposes. It is based on a supervised learning of mobility surveys data and static data from the land use. This model is then applied to the aggregated data within the Norm-Atis project. The computing times are sufficiently powerful to allow an application of this model in a real-time context.

Drawing upon case studies of three organisations operating six call centres in Australia, this thesis explores the manifestations and interplay of employee resistance and accommodation in response to five facets of employer control: electronic monitoring; repetitious work; emotional control; the built environment; and workplace flexibility. Accommodation refers to the ways workers protect themselves from and adapt to the pressures that make up their day-to-day experiences of work. Accommodation, unlike resistance, which implies opposition to control, may superficially resemble consent to control. I argue that resistance and accommodation are not polar opposites; rather they are both reflections of the conflict and tensions that lie at the heart of the employment relationship. At the study sites, employees utilised resistance and accommodation both separately and concurrently. An explanation of these seemingly contradictory responses and of the links among accommodation individual resistance and collective resistance lies in the concept of ???self???. In this thesis, ???self??? refers to workers??? perceptions of fairness, dignity and autonomy. I examine how these notions frame worker discontent and promote employee solidarity. ???Everyday resistance???, a concept first developed by Scott (1985) in relation to peasant struggles, is employed to highlight the existence of subterranean struggles in workplaces that otherwise appear to be harmonious. At the study sites, everyday resistance was a multi-faceted, widely employed strategy whose strength lay primarily in its immediate impact. There was, however, no necessary sequential development from accommodation, through everyday resistance to overt, formal forms of conflict. What was evident was that multiple responses to employer control could co-exist and inhibit or promote one another. But it was through organised collective resistance that more formalised gains were made and widely held grievances addressed. I suggest that, although everyday resistance may lay the groundwork for more formal struggles, one should not conclude that traditional collective resistance is ???genuine??? resistance and everyday resistance is simply a second-best prelude to it. Although conflict is always present, its intensity differs. If we are to understand the complexity of worker responses to managerial control, we need to expand the theoretical frameworks within which we analyse and interpret conflict.

到期還本的指數連動型證券為一種連結權益(equity)的債權證券，所連結的權益部分通常以隱含選擇權的方式建立。指數連動證券具有自動資產配置調整的特性，當股票市場表現不錯時，此契約給予投資人較高的股票市場風險暴露（因為股票上漲時，Delta值增加）。若股票市場表現不佳，則契約收益特徵接近債券的型式。所以是保守型投資得以參與部分股票市場表現之設計。 本論文所研究之中短期連動型票券，係以零息債券持有至到期（其面額等於到期還本金額），期間不可贖回或申購，並以期初零息債券貼現的部分來購買不同的請求權，以做為連動股票市場表現的機制。在推導多重標的資產請求權評價模型上，係採Martingale方式，其中並證明在Gisanov轉換機率測度下，多重標的之隨機項轉換的規則。 本文主要研究Rainbow Call與Spread Call的評價模型與避險參數；進一步研究標的資產間相關係數對選擇權價值之影響與避險上的財務經濟意義。另一方面，運用Martingale此一有力的工具，佐以現金流量分析，來推導跨國標的之評價模型，並提出跨國之避險操作方法，與說明標的資產與匯率間相關係數在避險上的財務經濟意義。 本文最後就兩套請求權設計之指數連動票券，模擬比較在不同相關係數下，與其他選擇權設計之指數連動票券的表現。並嘗試提出該設計票券之較佳表現時機。

The rapid growth of the global economy in the last two decades has created a new economic reality in many municipalities in peripheral regions of Sweden. Having earlier relied on traditional industry as the source of employment, today municipalities in peripheral regions are struggling to survive in a completely changed economic landscape, with new conditions for development. The dismantling of trade barriers, accessibility of new markets for production, and faster and cheaper modes of communication and transportation have combined in changing the conditions for development. While historically peripheral regions have depended on manufacturing firms as a source of employment, indications today show that local and regional development is enhanced through the development of locally acquired relationships that promote knowledge creation and transmission. In the past, the Swedish government had put in place measures to promote a degree of regional parities. These included enticement schemes to industry and the relocation of public bodies. Faced with the global winds of change that have arisen in the last few decades, this approach is becoming unsustainable. The overall aim of this dissertation is to contribute to the research aimed at enhancing regional economic development and to increase the understanding of as well as give insights into local economic development processes aimed at meeting global challenges in a peripheral region. In it I explore the two interrelated questions of 1) what are the mechanisms influencing location of economic activities and industrial policy in peripheral regions? 2) How do these mechanisms manifest themselves in a peripheral region? In this study, three case studies of local development processes in the two municipalities of Ljusdal and Söderhamn, in the geographical region of Hälsingland are presented. The case studies are named the business case, the policy case and the hybrid case to reflect the mechanisms that induced them. / Den globala ekonomins snabba tillväxt under de senaste två decennierna har skapat en ny ekonomisk verklighet i många svenska periferiregioner. Från att tidigare ha kunnat förlita sig på traditionell industri som grund för sysselsättningen, så måste dessa regioner idag kämpa för sin överlevnad i ett mycket annorlunda ekonomiskt landskap, med nya förutsättningar för utveckling. Avvecklingen av handelshinder, tillgång till nya produktionsmarknader samt snabbare och billigare sätt att kommunicera och transportera har tillsammans förändrat förutsättningarna för utveckling. Historiskt sett har sysselsättningen i periferiregioner varit beroende av tillverkningsindustrin, men idag finns tecken som tyder på att den lokala och regionala utvecklingen förstärks av lokalt förvärvade relationer som stödjer skapande och överföring av kunskaper. Förr vidtog den svenska regeringen mått och steg för att befrämja regional jämlikhet. Till exempel skapade man lockmedel för industrin och förflyttade statliga verk. De senaste decenniernas globala förändringar gör dessa metoder otillräckliga. Det övergripande syftet med den här avhandlingen är att bidra till den forskning vars syfte är att gynna regional ekonomisk utveckling och att öka förståelsen av och ge insikt i lokala ekonomiska utvecklingsprocesser som försöker möta dagens globala utmaningar för periferiregioner. Följande två sammanhängande frågor utforskas: 1) Vilka mekanismer påverkarlokaliseringen av ekonomiska aktiviteter och industriell politik i periferiregioner? 2) Hur visar sig dessa mekanismer i lokala utvecklingsprocesser i en periferiregion?I den här avhandlingen presenteras tre fallstudier som beskriver lokala utvecklingsprocesser i de två kommunerna Ljusdal och Söderhamn, båda belägna i Hälsingland. För att reflektera demekanismer som framkallat dem, kallas de tre fallstudierna för företagsstudien, policystudien och hybridstudien. / QC 20100616

Aus Sicht der Innovationsforschung besteht der Kern eines erfolgreichen Unternehmens aus folgender Formel: Innovative Ideen + Gute Umsetzung = Unternehmenserfolg. Hierbei spielten Service Center in der allgemeinen Managementwahrnehmung bislang eine untergeordnete Rolle. Damit wird ihnen Unrecht getan. Denn im Innovationsprozess stehen die Service Center am Ende des Produktzyklus. Was übersehen wird, ist, dass sie zugleich den Anfang eines neuen Produktzyklus bilden können. Insbesondere da in den Service Centern alle Erfahrungen zusammen laufen - vor allem die der Kunden. Um dieses Missverhältnis zwischen allgemeiner Wahrnehmung und effektiver Bedeutung von Service Centern für den Innovationsprozess herauszuarbeiten und Korrekturmöglichkeiten aufzuzeigen, wurden im Rahmen der Dissertation informationstechnische Methoden und Werkzeuge entworfen, entwickelt und eingesetzt. Am Ende entstand daraus sogar ein eigenes Produkt, das in Kundensituationen eingesetzt werden kann.