The objectives of this research are to explore the relationships among service chains of electronic government services. This research proposes models (1) to explore the linkages among internal marketing, internal service quality, and internal customer satisfaction in electronic government services, i.e. the internal service chain; (2) to explore the linkage between external service quality and external customer satisfaction, i.e. the external service chain; and (3) to employ the concept of the service profit chain model and the public sector service value chain model to explore the linkage between internal and external service chains. Two kinds of surveys, employee and citizen surveys, were conducted to collect data for this research on two cases including the Kaohsiung Citizen Electronic Complaint System and the National Science and Technology Museum Collection Management System. Internal and external customer data was matched through individual-level instead of group-level used in most studies. Structural equation modeling and Ordinary Least Squares regression analysis were used to test proposed models. The research results support the proposed hypotheses, including (1) internal marketing positively influences internal service quality; (2) internal marketing positively influences internal customer satisfaction; (3) internal service quality has positive influence on internal customer satisfaction; (4) external customer satisfaction is influenced by external service quality; with the exception of (5) the relationship between internal customer satisfaction and external service quality receiving no significant support. Managerial implications are presented for public managers to better serve internal and external customers. Further studies are encouraged to include service-specific variables and technology-specific variables to examine the internal-external link of customer perceptions.

Investments in space systems are substantial, indivisible, and irreversible, characteristics that make them high-risk, especially when coupled with an uncertain demand environment. Traditional approaches to system design and acquisition, derived from a performance- or cost-centric mindset, incorporate little information about the spacecraft in relation to its environment and its value to its stakeholders. These traditional approaches, while appropriate in stable environments, are ill-suited for the current, distinctly uncertain and rapidly changing technical, and economic conditions; as such, they have to be revisited and adapted to the present context. This thesis proposes that in uncertain environments, decision-making with respect to space system design and acquisition should be value-based, or at a minimum value-informed. This research advances the value-centric paradigm by providing the theoretical basis, foundational frameworks, and supporting analytical tools for value assessment of priced and unpriced space systems. For priced systems, stochastic models of the market environment and financial models of stakeholder preferences are developed and integrated with a spacecraft-sizing tool to assess the system's net present value. The analytical framework is applied to a case study of a communications satellite, with market, financial, and technical data obtained from the satellite operator, Intelsat. The case study investigates the implications of the value-centric versus the cost-centric design and acquisition choices. Results identify the ways in which value-optimal spacecraft design choices are contingent on both technical and market conditions, and that larger spacecraft for example, which reap economies of scale benefits, as reflected by their decreasing cost-per-transponder, are not always the best (most valuable) choices. Market conditions and technical constraints for which convergence occurs between design choices under a cost-centric and a value-centric approach are identified and discussed. In addition, an innovative approach for characterizing value uncertainty through partial moments, a technique used in finance, is adapted to an engineering context and applied to priced space systems. Partial moments disaggregate uncertainty into upside potential and downside risk, and as such, they provide the decision-maker with additional insights for value-uncertainty management in design and acquisition. For unpriced space systems, this research first posits that their value derives from, and can be assessed through, the value of information they provide. To this effect, a Bayesian framework is created to assess system value in which the system is viewed as an information provider and the stakeholder an information recipient. Information has value to stakeholders as it changes their rational beliefs enabling them to yield higher expected pay-offs. Based on this marginal increase in expected pay-offs, a new metric, Value-of-Design (VoD), is introduced to quantify the unpriced system's value. The Bayesian framework is applied to the case of an Earth Science satellite that provides hurricane information to oil rig operators using nested Monte Carlo modeling and simulation. Probability models of stakeholders' beliefs, and economic models of pay-offs are developed and integrated with a spacecraft payload generation tool. The case study investigates the information value generated by each payload, with results pointing to clusters of payload instruments that yielded higher information value, and minimum information thresholds below which it is difficult to justify the acquisition of the system. In addition, an analytical decision tool, probabilistic Pareto fronts, is developed in the Cost-VoD trade space to provide the decision-maker with additional insights into the coupling of a system's probable value generation and its associated cost risk.

隨著奈米積體電路時代的來臨, 在微影技術,半導體製造技術和電路設計技術的進步已導致新的機會來整合大部份在系統中被使用到的電子功能。例如經過SoC技術提供的單晶片解決方案 - 由可重複使用的矽智財共同構成的單晶片系統 (舉例來說: 微處理器矽智財、數位信號處理矽智財、記憶體矽智財和其他的明星矽智財共同構成的單晶片系統) 可以和其他的整合系統溝通。這種包括多項技術的整合方式漸漸增加DFM 的要求, 進而創造在半導體價值鏈之中新虛擬的整合鏈模式。 對於先進產品發展, 經由現存的分解方式價值鏈﹐從每個單一鏈節 （無晶圓設計，矽智財，電路設計自動化, 設計服務，光罩製造，晶圓製造和封裝／測試）所創造的聯合價值無法在短時間超越IDM (舉例來說: 無法提供較早的上市時間)。因此針對先進產品突破性的發展,整合每個單一鏈節變成重要的主題。本研究針對這一個整合議題提供一個新的設計合作平台作為解決方案。 研究將以 DFM議題在半導體價值鏈中的影響作為分析。針對公司和公司間的溝通界面, 設計合作平台將會提供更多的併進價值鏈知識整合。 / Advances in lithography, semiconductor processes and circuit design techniques at the nanometer IC era have led to new opportunities to integrate most of the electronic functions encountered in systems. The single-chip solution through System on Chip (SoC) which comprises reusable Silicon IP (SIP) such as Microprocessor, Digital Signal Processing (DSP), Memory and other Star SIPs enabling the system to communicate with other systems. This multidisciplinary approach calls for increasing Design for Manufacturing (DFM) needs among semiconductor value chain to enable a whole new virtual integrated chain. Through the existing disintegrated value chain, the synergized value contributed from each single node (fabless, SIP provider, EDA, design service, mask foundry, wafer foundry and assembly/test) could not fulfill the time-to-market benefit as the IDM provides for advanced product development. To integrate each single chain node becomes the important topic for advanced product breakthrough. A new design collaboration platform is proposed to address this integration issue. Study was conducted among this semiconductor value chain for the DFM (Design for Manufacturing) issue. The design collaboration platform addresses the inter-firm communication interface among the value chain to provide more concurrent value chain knowledge integration. By applying Fine’s double helix model with the evidence from DFM case, I successfully predict the re-integration trend of semiconductor industry post the disintegration model.

Strategic cost management is in its infancy. Researches and studies are still in an early exploratory stage and have not yet developed a consistent theory for strategic cost management. The thesis presents a comprehensive framework for strategic cost management. In particular the study attempts to contribute to filling the gap in the literature of strategic cost management. The suggested framework covers the concept, the objectives, the principles, the analysis fields & activities, the objects, the instruments and the key supports factors of strategic cost management to meet different challenges that the companies encounter from time to time and at different stages of development.

The objective of the study is to identify how micro-enterprises can be integrated into local value chains by using the so-called "value chain approach". The "value chain approach" has become a relatively popular approach among donor agencies and NGOs engaged in Private Sector Development in recent years, being based on insights from studies on global value chains. The study includes investigation into the following points: 1) Which business linkages exist among micro-enterprises and with enterprises of different sizes and sectors, and how are they related to the upgrading process of micro-enterprises? 2) What influence does the legal status of micro-enterprises have on the development of business linkages and on the upgrading process? 3) How can the development of business linkages and the upgrading process (and, therefore, the integration into value chains) be supported and enhanced within the framework of PSD? The empirical study was conducted in Uganda. It includes a combination of qualitative and quantitative approaches: (1) a questionnaire-based survey among micro-entrepreneurs, and (2) expert or key informant interviews, using a semi-structured interview guideline. The study provides an assessment of the relevance and applicability of the "value chain approach" to micro-enterprises and local value chains in the context of a developing country characterised by low levels of industrialisation, as well as policy recommendations for practitioners (from public and private sectors, as well as donor community, NGOs and civil society). Furthermore, the study highlights the importance of the issue of informality of micro- and small-scale enterprises. (author's abstract)

No description available.

數位科技雖然是政府與產業所體認的技術發展趨勢，各國政府也都積極以硬式導入或發展數位內容來逐步推廣，這些努力的確在社會大眾間引起很大的注意，但任何科技的推動皆須有賴市場的回饋才得以持續，所以在推展過程中，外在環境的角色，與企業內部策略的擬定都會對整體數位電視的價值鏈發展產生影響。因此當大家都把目光放在數位電視發展未來的遠景時，過程（Process）中的衝擊與契機卻是需要及早發掘與因應的。 本研究以「價值系統（產業價值鏈）」與「五力分析」為理論架構，套用於有線電視數位化過程，以發展出本研究研究架構，以此觀點蒐集相關資料、擬定問卷主軸與規劃訪問對象，然後分別從產業價值鏈來進行有線電視產業的內部分析，以五力分析來觀察外部環境態勢。 研究結果發現雖然研究中所觸及的相關組織或單位都對數位化抱有很大的期望，但彼此對數位化的認知卻是存在不同的歧異，因此本研究的分析與建議正可答覆業者這方面的遲疑與卻步。以本研究所聚焦的有線電視頻道經營者與系統業者來看，對頻道業者而言，未來發展與其說是朝向「數位內容產業」，更確切地說應該是新興「文化創意產業」的數位化，應該加入更多對社會與文化的認同與規範，如果還是落在「產業」的概念來推動，過多的政經角力最後將又是另一個畸形的電視生態；對系統業者，市場的接受度是科技發展的根本問題，對消費者的重視畢竟才是長遠發展的基礎，就算免費推廣機上盒，裝到每個家戶中，但真正的內容與營利模式才是必須審慎評估的，不然最終消費者與業者還只是執著於前段免費頻道的多少與質量，並沒有感受數位化的好處。 / Although the government and private industry regards digital technologies as mainstream in the future and in both the developed and developing countries digital television have been spread by the promotion of the digital receiver and content, the success of new technologies depends on the adoption and response of the market. External environment and internal strategies related with market both affect the development of digital television value chain. Then we should not only put emphasis on the vision of DTV, but also dig out the impact and moment to the industry and find the solution during the digitalization process. The analytic concept of this survey is based on Porter’s “industry value chain” and “five force analysis”, with which the framework of the dissertation combines cable digitalization. According to the framework, researcher searches and collects relevant data, sets up the questions and interviewees of in-depth interview, analyses the changes of cable television industry value chain and observes the transformation of competitive atmosphere. In the conclusion, different managers and authorities that have had expectation towards DTV possess different perspectives in digitalization because of the lack of understanding. So the suggestion and analysis caused by dissertation responds to the doubt and hesitation of the industries. As the cable channel operators, they need to transform into digitalized “cultural creative industry”, not “digital content industry”. The difference between both industries is the addition of the culture that imports more identification and features from society. Moreover, the channel operators should redefined as content provider fitting in with all the channels, like MOD, DTTV, DBS and so on. From the point of view of cable distributors, customer relation management (CRM) will be the most important and difficult work. The distributors need to find out how to communicate with consumer what the benefit of digital television is as soon as possible.

匯流時代來臨，内容的流傳速度愈來愈快，資訊以即時的方式傳達到世界各地。流行音樂單曲長度大於為5分鐘，相較於其它娛樂商品，音樂本身沒有語言的隔閡，因此音樂在文化產業當中，最適合數位環境，也最容易進行全球化。從音樂產業角度來看，韓國偶像團體「Super Junior」與「少女時代（Girls’Generation）」跨越亞洲，席捲歐洲市場，可説是匯流時代的成功案例。 本研究試圖借鏡韓國音樂產業的案例，找出因應匯流時代的全球化策略與關鍵因素，提供給音樂產業者，也希望本研究能夠幫助台灣音樂產業更發揚光大。 本研究以匯流、全球化及價值鏈為基礎，藉由目前在亞洲市場令人矚目的「Super Junior」與「少女時代」的經紀公司「S. M. Entertainment」(以下簡稱S. M. )案例，去分析匯流時代所帶來的全球化策略與成功因素。主要的研究方法是藉由分析韓國學者與資深記者發表的各種相關研究論文、學術季刊、書籍、新聞、雜誌、網路、影片等，來回答本研究問題，同時也進行S. M.、韓國政府及記者的深度訪談，來彌補文獻資料所帶來的侷限。 從S. M. 的案例研究，發現S. M. 首先建立獨特的培訓系統及全球化策略Culture Technology，再長期投資内容研發與跨國合作，來提高内容的品質，也具備在全球市場上的競爭力；隨著新媒體的出現，S. M. 也積極應用各種手段，加速全球化的發展。另外，S. M. 採用OSMU（One source multi-use）方式進行事業多元化及跨產業合作，不斷發掘新的收入來源。本研究也發現台灣與韓國相似，有市場規模的限制以及有全球品牌智慧型手機的大環境；音樂產業以產製為中心，發掘能吸引全中華市場的歌手；以中國作爲目標市場等共同點。因此可考慮結合兩國的優勢為合作共識，攜手成爲亞洲最合適的合作夥伴。 / Digital convergence leads to a global transformation in entertainment industry. Comparing with films or other entertainment products, music takes the advantage of short performance time for international coverage. Also, music can overcome the language barriers and become popular in global cultural industry. In South Korea, the Super Junior and Girls' Generation are successful cases in the music industry. This study tries to analyze the reasons why these two pop idol groups can become a fashion. By reflecting the global strategies for music industry in the age of convergence, this research also tries to contribute to music industry in Taiwan. This research investigates a famous music company in South Korea, called “S. M. Entertainment”, the management company of Super Junior and Girls' Generation, examines its global strategies in the age of convergence. By interviewing S. M. Entertainment managers, the South Korea government agency and an entertainment journalist, this study gets deep interpretation for the globalization strategy of Korean music industry. Also, researcher collects secondary data by journal papers, books, newspapers, magazines, and films to triangulate the authenticity. This study comes up with a global sourcing framework for culture technology. By sourcing local talents and building a unique incubation system, S. M. Entertainment can keep a qualified talent pool. By cooperating with global music experts and investing in music content innovation, the company can reach outstanding music intelligence globally. By innovating business model, such as “One source multi-use” (OSMU), the company can discover new opportunities by cross boundary cooperation. Taiwan’s music industry is also constrained by the market scale as South Korea. However, Taiwan has competitive technology in smart phone and in other digital technology. By leveraging the advantages of S. M. Entertainment, Taiwan’s music industry may have great breakthrough in Mainland China. Also, it may be an important stage for Taiwan and South Korea to become strategic partners in Asia’s culture industry.

The Australian music industry is growing and developing yet specific information about the ways in which distribution systems develop is limited. In this study I examined the growth and change of the Australian music value chain. This includes the development of digital distribution systems and the effect that peer-to-peer technology has on system development, specifically the disintermediation between consumers and artists to the detriment of the multinational value chains. The drivers of this change are broken into social and technical elements in order to describe the growth and change occurring. The method used included a comprehensive literature review and use of secondary data from key music industry associations. The Australian music industry is a subset of the global industry and is led by foreign markets and their methods in which music content moves from the creators to the consumers. The consumption patterns of Australian music consumers are changing. The overall value of the music industry is dropping as the new digital downloads market emerges and the overall volume of sales increases; this reflects similar trends in foreign markets. CD single sales have dropped and digital single sales (in MP3 format) have increased. However, there needs to be a balance in the future development of Australian music distribution systems between the needs of music consumers and the sustainability of music companies, where there is both connectivity and steady revenue flow. There are technical elements that have caused a movement away from the traditional forms of music distribution as new technologies facilitate the change, such as Apple's iPod and broadband Internet connections. Advancement of distribution systems has increased piracy levels and the response has been the implementation of digital rights management (DRM), which prevents connectivity. There are also social elements that affect growth and change such as connectivity, or the consumers freedom to choose when, where and how to listen to their music. When music product has a restriction placed upon it its value to the consumer drops. Multinational music companies have failed to recognise the value users place on the freedom to pick and choose and have tried to control rather than to co-develop systems that meets both parties needs.

Made available in DSpace on 2016-12-12T20:32:04Z (GMT). No. of bitstreams: 1 77037.pdf: 700557 bytes, checksum: 4e6757d65341729b611c8a98531e3a37 (MD5) Previous issue date: 2007-06-26 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / In the current organizational environment, successful companies are adapting their products to the needs of their customers, developing relationships with them while seeking differentials, and laboratory medicine is no exception. However, it can be observed that many private clinical analysis laboratories are located far from their medical clients, which can harm the quality and precision of laboratory and clinical diagnoses and lead to a reduction in competitiveness, productivity, innovation and the search for excellence in these laboratories. In this context, relationship marketing can be considered an adequate path for meeting the needs of doctors and providing clinical analysis laboratories with the opportunity of breaching the limits between the organization and the customers, thus creating and sharing values with its customers and partners; resulting in a long term relationship. Within this perspective, this dissertation presents a conceptual basis of relationship marketing, exposes the data obtained through a multi-case study conducted with the customer service managers and clinical analysis laboratory leaders. Interpretation of the results obtained is performed through the conversion analysis technique. The main conclusions of this work highlight the need for improving the value chain involving private clinical analysis laboratories and the medical service through the use of relationship marketing tools able to provide laboratories with a competitive advantage that will both maintain and differentiate them in the market / No ambiente organizacional de hoje as empresas bem sucedidas estão adaptando seus produtos às necessidades de seus clientes, relacionando-se com eles e buscando diferenciais, da mesma forma que ocorre na medicina laboratorial. Porém, percebe-se que muitos laboratórios de análises clínicas privados estão bastante distantes de seu cliente médico, o que pode prejudicar a qualidade e a precisão dos diagnósticos laboratoriais e clínicos e diminuir a competitividade, produtividade, inovação e a busca pela excelência nestes laboratórios. Nesse contexto, o marketing de relacionamento pode apresentar-se como um caminho adequado, para atender as necessidades dos médicos e oferecer aos laboratórios de análises clínicas a oportunidade para romper os limites entre a organização e os clientes, criando e compartilhando valores tanto com os clientes como com seus parceiros; induzindo a um relacionamento em longo prazo. Dentro dessa perspectiva, este trabalho de dissertação apresenta a base conceitual do marketing de relacionamento, expõe os dados obtidos por meio de um estudo de multicasos realizado com os gerentes de atendimento e dirigentes dos laboratórios de análises clínicas. A interpretação dos resultados obtidos é realizada por meio da técnica da análise da conversação. As principais conclusões deste trabalho destacam a necessidade da melhoria na cadeia de valor envolvendo os laboratórios de análises clínicas privados e o serviço médico por meio de ferramentas de marketing de relacionamento que poderão oportunizar aos laboratórios a vantagem competitiva para se manterem e diferenciarem-se no mercado