The development of non-traditional communication channels in recent years has progressively created a world more digital, networked and interlaced by a myriad of communication tools than ever before. With Facebook being the most prevalent social network, this study aims to guide local organisations to use Facebook optimally to communicate with their customers. The study strives to incorporate the latest ideas about social media marketing in the relevant literature with the opinions of local social media marketing experts. The generally ineffective use of Facebook as a communication channel by small, inexperienced organisations is seen as a justification for identifying a set of criteria to guide organisations in using Facebook pages as a driver of communication. The empirical phase of the research produced a list of seven guidelines on the optimal use of Facebook pages for marketing purposes, which might assist South African companies in developing their marketing strategies. / Business Management / M. Com. (Business Management)

面臨現今資訊爆炸的年代，經常可以看到廠商透過報章雜誌、電視廣告、網路媒體與粉絲團發送廣告訊息，過去理論與研究發現，專注在品牌權益的公司能夠因為打造了一個強勢的品牌，帶給企業更多的附加價值，亦能夠確保消費者在消費相同產品時較穩定可靠的特色、利益及品質。 本研究以質化研究方法為主，透過深度訪談的方式與次級資料之應用蒐集個案公司相關資訊，並採用Keller(1993)提出的顧客為本品牌權益模型(CBBE)之打造強勢品牌四個步驟為主，以行銷方案執行分析為輔，進行品牌權益打造之分析，最後歸納出結論並給予建議。 研究發現個案公司在品牌覺察的廣度有待加強，在社群的經營上面也乏善可陳，這樣會使得消費者在現今網際網路的時代，因為網路上眾多的資訊，減少了消費者接觸產品資訊與廣告，使品牌共鳴的效果無法有效達成。 而本研究提供以下四點建議給予個案公司做為參考，以提高品牌共鳴： 1. 建構更高的品牌辨識：加強品牌覺察廣度，投入資源教育消費者，與教育機構合作以產生更高的共創價值。 2. 經營品牌社群：投入資源加強社群網站經營，讓粉絲能夠有互動的空間。 3. 共同品牌槓桿借用輔助聯想：與形象良好的品牌聯名推出新款油漆。 4. 贊助體育賽事、活動或是團隊：台灣體育活動風行，可以在體育賽事、團隊給予贊助，提高品牌知名度與建立良好形象。 / We are experiencing an explosive growth of information nowadays. Consumers are overwhelmed by a vast array of information and are more likely to switch away the brands they used. Theories and past studies have found out that companies focusing on brand equity building can bring more added values to both company and consumers. This research tries to use the CBBE (Customer Based Brand Equity) model by Keller (1993) and marketing strategy performance analysis to analyze the brand equity of Dulux Taiwan. The research was conducted by qualitative methods, in-depth interview and secondary data analysis. In the end, the research concluded practical advice to Dulux for reference. According to the result, Breadth of Dulux brand awareness and operation of social media needs to be strengthened. Excessive amount of information on the Internet leads to low-contact between product information and advertising with consumers. As a result, the brand resonance effects cannot be effectively reached. The following are four suggestions concluded by this research as reference to Dulux: 1. To Construct higher brand recognition: Strengthen breadth of Dulux brand awareness by investing resources to educate consumers and may consider co-creating with education institutions. 2. To manage on-line brand community: Enhance the interaction with consumers by increasing investment to operate the social media. 3. To leverage secondary brand associations—Co-branding: launch new products with high reputation companies. 4. To sponsor sports events, activities or team: Because of the enthusiasm for sports activities in Taiwan, sponsorship is a good way to increase brand awareness and establish a good image.

在這個由消費者主導的時代，行銷的力量在於創造、溝通、傳遞價值予顧客，著重全面的消費者接觸點，策略性地創造有力的品牌概念，為公司增加獲利、為股東累積收益。 本研究以外商半導體公司的成功案例，探討工業零組件之B2B（Business to Business）經營模式中之整合行銷傳播(Integrated Marketing Communication)策略與做法，從IMC的整合程度中之計劃整合面，探討整合行銷傳播中的組織架構，分析內部決策組織和外部功能組織的協調性，以及從人員知識面切入，探討專業人才與能力的培養；再從資源整合面，深入了解個案在整合行銷傳播預算、媒體購買、資料庫運用等面向的資源運用方式，以及在各項傳播工具的操作策略上的實際執行方式與成果，並藉由策略架構、資源、流程、關係、與價值五大面向，分析個案的關鍵成功因素與經驗，再經由個案於去年底所完成之與競爭對手相較之品牌排名調查以及委由國際知名品牌鑑價機構Interbrand計算之企業品牌價值結果，展現個案執行整合行銷傳播策略的實際績效。以個案研究法檢視該公司如何在自皇家飛利浦集團獨立後之一年內迅速累積品牌價值，而其整合行銷傳播策略在其中所達成的貢獻的關鍵成功因素。 本論文之研究方法、針對研究架構中之「計畫整合」及「資源整合」部分採取次級資料分析法，此部分是由supplier side的觀點作為研究出發點; 針對「傳播工具整合」的部分，採取焦點訪談法，是由demand side為出發點，研究客戶未被滿足的需求; 在「關鍵成功因素」的部分，採取深度訪談法，藉由訪談專業人士，針對個案分析其成功的關鍵因素。本論文所選擇的研究個案，是名列全球前十大半導體公司之一的N半導體（N Semiconductors）。 本研究之研究目的在於研究外商半導體公司整合行銷傳播(IMC)的關鍵成功因素與經驗，探討B2B工業零組件經營模式之整合行銷傳播(IMC)策略與做法，期以外商半導體於整合行銷傳播(IMC)方面的成功經驗，做出對台灣IC產業未來發展品牌之建議。 / In this market dominated by consumers, the power of marketing is to create, communicate and transfer value to customers. Focusing on coming into a full-scale contact with consumers, marketing strategically creates an influential concept of brand to increase the profit and generate revenue for the shareholders. This research studies the Integrated Marketing Communication（IMC）strategy and application of business-to-business formula in the global semiconductors industry through a case study of a foreign semiconductors company. Form the perspective of planning integration in IMC, the research analysis the organization structure of the IMC team and the coordination of both internal decision-making and external functional processes. To study the human resource management of professional personals as well as to further realize the IMC budget, media buying, and database utilization, the research also studies from the in-depth perspectives of team knowledge base resource allocation. For the operational practices and results of the communication tools, the research also reviews the company’s key successful factors form the five perspectives of strategic structure, resource allocation, process management, relationship built-up, and value generation. With in-depth analyzing the brand valuation report and brand value evaluation report conducted by Interbrand to unfold the actual effectiveness of the company’s overall integrated marketing communication strategy, as a case study, the research is to sketch how this semiconductors successfully generated brand equity and brand value in just one year since its independence for the Royal Philips group. For the research methods of this research, by taking the “secondary analysis” for studying both planning integration and resource integration form the perspective of supplier side, “focus group” for studying the integration of communication tool from the perspective or demand side, and “in-depth interview” for studying the key successful factors of the case company, which is one of the world’s top 10 semiconductors companies, from the perspective of industrial professionals. The objective of this research is to study the key successful factors and experiences of foreign semiconductors companies, to reflect how to manage the IMC strategy into the company’s overall business strategy of B2B industry, and to make suggestions to the IC companies in Taiwan for brand development based on the successful experiences of the case company.

Dans un contexte de mondialisation, la concurrence accrue entre les territoires, dont l’objectif premier est de capter des habitants, des touristes et des entreprises, exacerbe les enjeux liés à leur attractivité. Afin de se différencier les collectivités territoriales et leurs agences de développement adoptent des approches de marketing territorial et commencent à mettre en place des techniques de marquage (dites place branding). Le place branding reprend plusieurs outils issus du domaine de la marque commerciale. Toutefois, le territoire est un « produit particulier » qui regroupe diverses parties prenantes dont les visions et les attentes peuvent diverger. Le succès d’une marque territoire reposera alors en partie sur la gestion de ces parties prenantes. Dès lors, ce travail doctoral entreprend d’adapter au contexte du place branding des concepts de marketing, en considérant les perceptions de trois groupes de parties prenantes, en vue d’améliorer l’efficacité de la marque territoire. Cette problématique de recherche est abordée selon trois questions de recherche: (1) Quelle est la légitimité publicitaire d’une marque territoire, telle que perçue par ses habitants ? Influence-t-elle l’efficacité des actions de place branding ? (2) Dans quelle mesure les gestionnaires de marques territoires ont recours à des stratégies de marketing communautaire afin d’implémenter une communication marketing intégrée (CMI) ? (3) Dans quelle mesure l’image de la marque région constitue-t-elle un vecteur pertinent de la promotion d’une destination, complémentaire à celle de la marque pays, auprès des touristes internationaux ? D’un point de vue théorique, cette recherche doctorale souligne l’importance d’adopter une approche parties prenantes à la compréhension de la marque territoire. Ce faisant, ce travail contribue à développer des preuves empiriques dans le domaine, notamment à l’échelle de la région qui est sous-représentée dans la littérature. Cette thèse met en évidence les similitudes entre la marque territoire et la marque commerciale, et renforce ainsi la validité externe de trois concepts issus du marketing classique. Différentes approches méthodologiques ont été développées et mobilisées. Ces éléments renforcent par ailleurs la validité interne de la présente recherche et contribuent à exclure l’existence d’un biais déclaratif. Les contributions managériales de cette thèse sont liées à ses implications méthodologiques dans la mesure où diverses grilles d’analyse sont proposées aux gestionnaires de marques territoires. Ces outils prennent en compte les spécificités et les enjeux associés aux principales parties prenantes de la marque, et visent à les impliquer dans les initiatives de place branding. Enfin, la mise en place d’une approche de communication marketing intégrée est conseillée. Premièrement, il est proposé que cette approche soit appliquée entre les différents acteurs du territoire. Les résultats montrent ainsi que l’intégration des habitants dans la démarche de place branding est un véritable enjeu qui nécessite une approche distincte de celle préconisée traditionnellement en marketing. Deuxièmement, l’approche de communication marketing intégrée devrait s’appliquer entre les différents niveaux de territoires de façon à tirer parti de l’image du territoire d’ordre supérieur. / In the globalized world, Nowhere, Place, is directly competing against Powerful, World, to attract residents, tourists and talent, as well as firms and investments, whether the place is a meta-region, a country, a region, a city or other locations. Whilst places and destinations around the world have been proclaiming their qualities for a long time, mainly to create awareness or maintain preference, those marketing communications campaigns are short-term and don’t contribute to unifying the place. To compete in such cutthroat environments, public authorities and place agencies have started to recognize the value of adopting branding techniques by way of practising place branding. Place branding adapts several tools developed in the field of commercial branding to contribute to place development and establish image-building strategies that render places more attractive to identified markets. As such, this doctoral work endeavours to adapt mainstream marketing concepts to the context of place branding, taking into account the views of three groups of stakeholders to enhance place brand efficiency. I address these research questions in a French region-branding context, according to three sub-questions that summarise the chapters of this thesis. First, what is the advertising legitimacy of a place brand as perceived by the residents? Does it influence place-branding efficiency? Second, to what extent do place brand managers use community marketing strategies to operationalize the integrated marketing communications (IMC) role of the place brand? Third, to what extent does the region brand image constitute a relevant vehicle for promoting a destination integral to the nation brand image, as perceived by international tourists? Results show that the representational and functional dimensions of a destination brand impact differently implicit attractiveness and intentions to visit. International tourists also perceive the region and the nation brand images as congruent overall, which contributes positively to their intentions to visit the region. From a theoretical point of view, this research highlights the importance of adopting a multi-stakeholder approach to understanding place branding. Doing so contributes to the development of empirical evidence in the domain, by studying the understudied region branding form. This dissertation also highlights similarities with commercial branding and reinforces the external validity of three classic marketing concepts. The methodological implications of this work come from the different methodological approaches (i.e. measurement tools and methods), developed to meet the specificities and stakes associated with the main stakeholders of a place brand. In addition, this approach reinforces the internal validity of the present research and contributes to ruling out the existence of a declarative bias. The managerial contributions of this thesis are connected with the methodological implications, inasmuch as it provides place brand managers with diverse analysis grids that will enable them to take into account the specificities and stakes associated with the main stakeholders of the place brand, and also involve stakeholders in the place-branding process. Finally, I demonstrate the need for an IMC approach that is per se—for example, through the use of an overall brand positioning that covers shared elements between stakeholders so that they all relate to the place brand, or through the adoption of a bottom-up rather than top-down approach to place branding. This approach also should be able to extend to other place scales, by leveraging the image of a higher-order place.

摘 要 本研究深入探討基督教傳播機構與網際網路的跨媒體結合對於整合行銷傳播觀念的實施所產生之影響；並透過實務上的詳實觀察，以期對整合行銷傳播之中樞「消費者資料庫」在基督教傳播機構上的應用情形，做一系統性之整理與分析，以作為宗教傳播機構與相關研究的參考。由於國內尚未有從整合行銷傳播的角度對跨媒體個案進行探討之相關研究，因此本研究透過個案研究的方式，選擇了與網際網路進行跨媒體結合的「佳音電台」和「宇宙光」為個案研究對象。 新傳播科技的快速發展，使得傳播媒體間的界線愈趨模糊，跨媒體的現象日趨普遍，特別是網際網路發展以來，各行各業紛紛上網，傳播界也沒有在這一熱潮中缺席，跨媒體結合的情況相當普遍。此外，整合行銷傳播是九０年代的新行銷觀念，其相當重要的一個核心特點為顧客導向行銷，這意味著行銷的核心是直接面對消費者。未來單向溝通的方式已無法有效地影響消費者，取而代之的是雙向的溝通型態，而建立雙向關係溝通系統最成功的方式，是經由建立顧客資料庫以及資料庫行銷活動。 在網際網路以及整合行銷傳播來臨的新時代□，傳播機構如何運用網際網路的特性建立一完整的資料庫，以達成整合行銷傳播的效果是一個值得探討的議題。 在上述主要關注焦點下，本研究之研究問題有以下幾個層面： 一、 台灣基督教傳播機構與網際網路進行跨媒體結合的現況？ 二、 基督教傳播機構其整合行銷傳播之中樞—「消費者資料庫」的建立情形為何？ 三、 基督教傳播機構與網際網路的結合對於整合行銷傳播實施之影響？ 研究結論如下： 結論壹：基督教傳播機構「佳音電台」、「宇宙光」在與網路進行跨媒體結合的現象中，現階段是屬於傳媒共棲形式中的第二種「內容寄存」的形式，也就是各傳媒的生存空間出現重疊的現象，產生一種傳媒的內容「寄存」於另一種傳媒之中。 結論一：佳音電台是在1998年10月上網，宇宙光是在1994年上網，兩者的網站都架設在美國，且籌備時間都相當的短。 結論二：佳音電台和宇宙光在籌備過程中，同樣的困難是人力及經費上的不足，其次，由美國到台灣這一段的傳送上有一些限制，這些是共同遭遇的問題。 結論三：佳音電台和宇宙光的定位基本上皆沒有因採用網路而改變，目前佳音電台整體的定位是扮演都會人「心靈守護者」的角色；而宇宙光的主要定位是「全人關懷」。 結論四：在網路內容的安排上，佳音電台和宇宙光目前仍以原有的內容為主。 結論五：採用網路之後，基本的目標閱聽眾設定沒有改變，但是加入網路族群後範圍變廣了，亦即年齡層降低、且含括台灣地區以外的華人。 結論六：佳音電台和宇宙光都認為所謂的競爭優勢目前很難去評。至於網路所帶來的影響，佳音電台認為可以突破社區電台的侷限性，且網路上的資訊可以共享。宇宙光則認為網路提供了一個便利的管道，突破時間的限制。 結論貳：根據Yarbrough（1996）分析資料庫行銷規劃的三個層次：Customer/Prospect mailing list、Relational Database、Profiling/Tracking tools，宇宙光與佳音電台舊資料庫是屬於第一種Customer/Prospect mailing list。但宇宙光和佳音電台希望更新完畢的資料庫，能夠發展出針對特定消費者作一對一互動溝通的行銷策略（Profiling/Tracking Tools），真正了解消費者心中的需求，提供閱聽眾更多、更細緻的服務。 結論一：佳音電台和宇宙光所設置的資料庫均分為兩種，一種是一般的資料庫，另一種是針對網友資料作蒐集的資料庫。 結論二：佳音電台和宇宙光資料庫來源的取得，在一般管道上，透過「聽眾俱樂部」、社區的志工團體、讀者回函卡以及聽友來信來獲取相關資訊；在網際網路部分，則是透過ICQ、E-mail ，以及網路促銷活動等方式。 結論三：對佳音電台來說，建立資料庫的經費不足是其困難，此外，蒐集回來的資料其正確性、真實性也是問題之一。宇宙光最大的問題在於和不同部門的溝通，此外，軟體技術也需要突破。 結論四：佳音電台和宇宙光都透過搜尋引擎的登記，利用既有的媒體刊登網址和廣告，也透過超連結的方式增加網站被注意的機會；此外，佳音電台透過上網記者會、透過其他的媒體刊登廣告。宇宙光則是透過贈品、網路小卡以及名人策略吸引人上網。 結論參：佳音電台和宇宙光在Duncan（1993）歸納出的整合行銷傳播內容特性四層次（1.形象統一、2.訊息一致、3.良好的傾聽者、4.世界公民）中，是屬於第一、第二層次，也就是「形象統一」、「訊息一致」；在第三層次「良好的傾聽者」部分，目前佳音電台和宇宙光運用資料庫鼓勵閱聽眾和機構保持聯繫，以期獲得極大化回饋，這個部分做得比較少。至於第四層次「世界公民」，佳音電台和宇宙光在整體的定位上就是朝著這個方向去做，目前是否達成了很難去評估，但是會朝著這個目標和方向去努力。 此外，佳音電台和宇宙光都認為運用整合行銷傳播觀念進行整合或策略聯盟是非常重要的，然而如何在整合中維持機構的理念和公益性是一大問題。 宇宙光認為在進行策略聯盟，尤其與商業經營機構、組織進行策略聯盟時會有一些掙扎，實際進行時無法不受影響，總會有一些妥協，每一次很想要做，但是最後一剎那總是沒有邁出去。如何在適應、改變當中，保有自己最初的、完整的理念是一大困難。 由於佳音電台進行策略聯盟的對象是以基督教的機構、團體為主，例如：希望之聲、信望愛、Good TV、華神…等，其基本的理念和目標是一致的，所以在進行整合時比較沒有太大的困難。 結論一：對於整合行銷傳播的認知，佳音電台和宇宙光不同部門與職務的人持不同的看法，大體上來說佳音電台的公關部門和宇宙光的業務部門對這個概念是比較清楚的，其他部門或管理階層的人對於整合行銷傳播的概念還是有些模糊。 結論二：無論是佳音電台或是宇宙光的管理階層對於整合行銷傳播的實施皆採取相當支持的態度。 結論三：佳音電台和宇宙光目前運用資料庫之資訊與閱聽眾進行的互動比較少，但期待建立消費者資料庫之後，可以針對不同的對象做比較深入、細緻的服務。 結論四：佳音電台透過現場即時廣播的方式，可以和散佈世界各地的聽友在同一個時間內進行互動，此外，透過ICQ可以與網友進行即時、一對一的互動；宇宙光目前運用網路進行一對一的互動做得比較少。 結論五：佳音電台和宇宙光都認為網際網路是一個便捷的管道能讓聽眾很快的回饋，世界各地的網友都可以透過網路和其取得聯繫。 結論六：佳音電台和宇宙光都認為資料庫中閱聽眾的資訊是行銷策略形成的重要決定因素。 結論七：佳音電台和宇宙光未來都會善用各種資源和管道與閱聽眾建立持續地、互動地關係，其次，除了內部的整合外，也都希望能拓展對外的整合，透過整合傳播的概念來做策略聯盟。另外，在網路內容上，將繼續豐富網路的內容、增加其多樣性，並且特別針對網路的需要做一些設計，跳脫目前的一些內容。

Tourism industry, one of the most rapid growing economic activities around the world, brings countries foreign exchange and creates million jobs. Due to the huge profit involved, more and more countries recognize the importance of tourism marketing and start to include it into their national development plan, so does Taiwan. However, little attention has been paid in the academic field to Taiwan’s tourism promotions on a global basis. Therefore, this research aims at analyzing how Taiwan manages and integrates its tourism marketing communications in its three main target regions—Northeast Asia, Southeast Asia, and Europe and America—from the perspective of Globally Integrated Marketing Communication (GIMC), and uses the current campaign “Tour Taiwan Years 2008-2009” as the subject. Following the IMC Audit proposed by Duncan (2002), this case study conducts document analysis and in-depth interviews with Tourism Bureau to investigate how Taiwan integrates its global communication either vertically across marketing disciplines or horizontally across countries. In addition, the level of standardization across marketing disciplines is compared, and suggestions for employing GIMC model are also provided. The finding can be summarized into three points: 1. Either within each region or across regions, the strategies Tourism Bureau employs are close to globally integrated strategy, but with different level of vertical and horizontal integrations. 2. The proposition, which suggests that public relation, sales promotion, and direct marketing are more difficult to standardize compared to advertising, is not supported in the case of “Tour Taiwan Years 2008-2009.” 3. The application of GIMC to tourism marketing in this case suggests that strategy should be the guiding principle for integration; and the classification of GIMC strategy should be adjusted and made based on a continuum approach.

台灣整合行銷產業受限於市場規模小及與市場景氣連動性高的因素下，面臨利潤被壓縮的挑戰，提出創新服務勢必為未來發展的趨勢。另一方面，雖然政府大力投入資源於文化創意產業，民國一百年甚至被馬總統宣告為台灣設計年，但多數的創意品牌設計卻無法面臨市場機制的挑戰。本研究試圖探討能否導入整合行銷傳播模式於文化創意產業鏈，發揮以市場為導向的價值建置跨業資源整合平台，改變過往的產業開發商品模式。 　　本研究架構以「新視紀整合行銷集團」及其建置的「有藝氏創意商品整合平台」為例，綜合交易成本理論分析和透過與「有藝氏創意商品整合平台」實際運作成效，分析整合行銷傳播模式應用在文化創意產業的可行性與綜效。 　　研究結論發現，導入整合行銷傳播模式的「有藝氏創意商品整合平台」有效降低整體現在文化創意產業鏈開發商品過程中發生的交易成本，除提高創意商品化的可能性之外，亦加快商品從研發到上市的速度，而消費者則是整體產業鏈交易成本降低的最大受益者。 / The integrated marketing industry in Taiwan faces a low gross-profit challenge because the limited market share and its growth is highly relevant to the worldwide economy. Providing a creative service becomes a trend for the industry to respond those tough situations. Although the Taiwan government has been putting a lot of resources into the cultural and creative industry and President Ma Ying-Jeou announced that the year of Taiwan centenary (2011) is “Taiwan Design Year,” most of Taiwanese design companies could not cross through a marketing chasm successfully. Most creative products could not been accepted by mass consumers. Thus, this research seeks to explore the application of integrated marketing communications in cross-disciplinary and then analysis the feasibility of changing creative product developing processes with the integrated marketing communications model. This research uses the transaction cost theory and takes New Vision Integrated Marketing Communications Group and its subsidiary company, Unique Art Integrated Platform of Creative Products, as case study to evaluate the efficiency in creative product developing processes. This research concludes that “Unique Art Integrated Platform of Creative Products” which applied the integrated marketing communications model into the cultural and creative industry in Taiwan, indeed increased the possibility of developing creative products, decreased transaction costs in developing creative products, and shortened the whole developing process, from searching for a design to launching a product. Most importantly, consumers are beneficiaries, spend less money to buy creative products, because of this new business model.

Responding to the need to fill the research gap in the area of museum integrated marketing communication, the study investigated the planned, unplanned, product and service messages of selected museums in South Africa. These selected museums were the Ditsong and Iziko clusters of museums in the Gauteng Province and the Western Cape Province respectively. The clusters were selected because they are the biggest clusters of museums in the country. In an attempt to fill the research gap, the goal of the study was to develop and present an integrated marketing communication framework for the selected museums. In order to realise the goal of the study, four objectives were set. Consistent with the first objective chapter 2 analysed the South African cultural tourism sector. In this regard, the literature review revealed that South Africa’s cultural product offering is multifaceted with arts, cultural villages, literature, battlefields, museums, heritage sites nd religion comprising the main tourist attractions. Moreover, the literature review revealed that the two clusters of museums offer diversified product portfolios. The second objective was achieved in chapter 3 by analysing integrated marketing communication by means of a literature review. The literature review revealed that IMC is a logical structure of developing communication strategies. An organisation should control (planned) or influence messages (unplanned, product, service) messages to ensure message consistency and maximum communication impact. In simple terms, an organisation should strive to match its brand promise made through planned messages with actual performance as reflected in its product, service, and unplanned messages. The third objective was to analyse empirically the planned, unplanned, product and service messages of the Ditsong and Iziko clusters of museums. The results of the empirical phase of the study were presented in chapter 4. Following a mixed methods research approach, the first component of the empirical phase involved in- depth interviews with the marketing managers of the museum clusters while the second component involved a survey of visitors to the clusters. The qualitative data was analysed by establishing themes which had emerged from the interviews with the marketing managers. The quantitative data was analysed using the SPSS programme. In order to establish the relationships between the variables, a factor analysis was conducted. In addition, T-tests and ANOVAs were also conducted. The factor analysis produced three factors namely, factor 1: Above-the-line media, factor 2: Internal and external marketing and factor 3: Marketing public relations. The t-test and ANOVAs revealed that the respondents across age, province of residence, visitor retention and educational level rate service messages the most highly of all the IMC messages. On the whole, the empirical study revealed that both the participants and the respondents share the same views on what should be done in terms of the planned, unplanned, service and product messages of museums to ensure message consistency and maximum communication impact. The structural equation modelling indicated the interrelatedness of the various messages as well as their influence on one another. The fourth objective was to develop and present an integrated marketing communication framework for the Ditsong and Iziko museum clusters. This objective was realised in chapter five. The framework was informed by both the literature review and the empirical study. As regards the literature review the framework differs from some other works on IMC in that an attempt was made to align the framework to IMC message typology in its entirety. With regard to the empirical study, the IMC programme phase of the framework incorporates the recommendations of the respondents. It is hoped that the framework will empower the museums both to ensure message consistency and to maximise communication impact in spite of the divergent message needs of their multiple stakeholders. / Thesis (PhD (Tourism Management))--North-West University, Potchefstroom Campus, 2013.

Responding to the need to fill the research gap in the area of museum integrated marketing communication, the study investigated the planned, unplanned, product and service messages of selected museums in South Africa. These selected museums were the Ditsong and Iziko clusters of museums in the Gauteng Province and the Western Cape Province respectively. The clusters were selected because they are the biggest clusters of museums in the country. In an attempt to fill the research gap, the goal of the study was to develop and present an integrated marketing communication framework for the selected museums. In order to realise the goal of the study, four objectives were set. Consistent with the first objective chapter 2 analysed the South African cultural tourism sector. In this regard, the literature review revealed that South Africa’s cultural product offering is multifaceted with arts, cultural villages, literature, battlefields, museums, heritage sites nd religion comprising the main tourist attractions. Moreover, the literature review revealed that the two clusters of museums offer diversified product portfolios. The second objective was achieved in chapter 3 by analysing integrated marketing communication by means of a literature review. The literature review revealed that IMC is a logical structure of developing communication strategies. An organisation should control (planned) or influence messages (unplanned, product, service) messages to ensure message consistency and maximum communication impact. In simple terms, an organisation should strive to match its brand promise made through planned messages with actual performance as reflected in its product, service, and unplanned messages. The third objective was to analyse empirically the planned, unplanned, product and service messages of the Ditsong and Iziko clusters of museums. The results of the empirical phase of the study were presented in chapter 4. Following a mixed methods research approach, the first component of the empirical phase involved in- depth interviews with the marketing managers of the museum clusters while the second component involved a survey of visitors to the clusters. The qualitative data was analysed by establishing themes which had emerged from the interviews with the marketing managers. The quantitative data was analysed using the SPSS programme. In order to establish the relationships between the variables, a factor analysis was conducted. In addition, T-tests and ANOVAs were also conducted. The factor analysis produced three factors namely, factor 1: Above-the-line media, factor 2: Internal and external marketing and factor 3: Marketing public relations. The t-test and ANOVAs revealed that the respondents across age, province of residence, visitor retention and educational level rate service messages the most highly of all the IMC messages. On the whole, the empirical study revealed that both the participants and the respondents share the same views on what should be done in terms of the planned, unplanned, service and product messages of museums to ensure message consistency and maximum communication impact. The structural equation modelling indicated the interrelatedness of the various messages as well as their influence on one another. The fourth objective was to develop and present an integrated marketing communication framework for the Ditsong and Iziko museum clusters. This objective was realised in chapter five. The framework was informed by both the literature review and the empirical study. As regards the literature review the framework differs from some other works on IMC in that an attempt was made to align the framework to IMC message typology in its entirety. With regard to the empirical study, the IMC programme phase of the framework incorporates the recommendations of the respondents. It is hoped that the framework will empower the museums both to ensure message consistency and to maximise communication impact in spite of the divergent message needs of their multiple stakeholders. / Thesis (PhD (Tourism Management))--North-West University, Potchefstroom Campus, 2013.

台灣長久以來的補習文化，偏向於填鴨式的傳統教室學習方法，而近年來由於網際網路的發達，web 2.0的技術精進，使得利用網路互動的機率越加頻繁，線上學習成為未來語言學習的趨勢。此研究中，藉由實體語言學習機構與線上語言學習機構之整合行銷組合的不同，了解整合行銷策略與業績表現是否有絕對性的正面幫助，並探討其所創造的品牌價值、溝通效益、服務品質、與顧客忠誠度之間的關係。 而網際網路亦使傳統行銷方式受到衝擊，網路行銷成為現今行銷策略的趨勢，有別於舊有的傳統行銷方式，網路行銷提供沒有國界的資訊交流，便利即時的回覆機制，以及完整的成效分析。現今企業對於網際網路的運用已漸趨成熟，透過網路與顧客溝通，成為最有效率及效能的互動模式。值得注意的是，網路溝通較難依法管理，對於可能產生的負面效益，需要嚴密監督並控管。 主要研究結論為：兩個個案均顯示整合行銷策略經由市場機制不斷產生變換，並直接影響來客率及簽約率。而網路行銷較傳統行銷成本更低，且更容易追蹤並分析每個來源的投資報酬率，媒體置換時間可依照點擊轉換率的表現而縮短，即時性與有效性都增高。網路行銷的溝通語言可依顧客屬性而客製化，針對個人一對一的溝通模式也容易形成較佳的顧客關係，因此品牌忠誠度高，續約率以及轉介率皆同時提昇。 / In this research, through two separate projects, I will expound on the difference between the integrated marketing strategy employed by location-based language institutes and by web-based language institutes, and their positional marketing strategies versus profit performance. I will also examine the brand value, potential clients’communication channels, and customer loyalty maintenance created by traditional and online marketings, as well as the possible ramifications of ever-changing marketing mediums. Can these marketing models effectively and efficiently increase profit, build customer relations and loyalty, and decisively influence the management of brand image? The world-wide-web has not only impacted traditional marketing, but has become the preferred communications, and unlike the traditional, it provides borderless information exchange and real-time feedback for comprehensive performance evaluation. As companies mature in their use of the world-wide-web, they are able to utilize the internet to communicate with customers to foster an efficient and effectual interaction. Main conclusions are as follows: both projects suggest that integrated marketing communications continue to change with market systems, and directly influence the number of customer visits and the rate of conversion. Online marketing is inexpensive in contrast to the traditional, and is much easier to track for return-on-investment analysis, thereby allowing for more rapid change of advertisement slots according to performance, raising the responsiveness and return. Online marketing communication can be customized to appear more personal and achieve better customer relations, which in turn increases brand loyalty and referral rate.