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題名：公立博物館經營績效評估指標建構之研究
書刊名：管理學報
作者：蔡培村 引用關係／鄭彩鳳 引用關係／張秀娟
作者(外文)：Tsai, Pei-tsun／Cheng, Tsai-feng／Chang, Hsiu-chuan
出版日期：2012
卷期：29:3
頁次：頁187-206
主題關鍵詞：公立博物館；評估指標；平衡計分卡；Public museum；Evaluation indicators；Balanced scorecard
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(11) 博士論文(7) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:11
  • 共同引用共同引用:377
  • 點閱點閱:148
本研究旨在以平衡計分卡理論探討公立博物館經營績效指標內涵與權重體系，首先經由文獻分析、專家訪談結果，發展問卷架構雛型，再施行三回合德懷術問卷後，最後以中央和地方層級公立博物館進行相對權重問卷。本研究主要貢獻在於第一、提出一套具體的公立博物館績效評估指標，內涵包括5大構面、14項策略目標和60項策略性衡量指標，各指標並有不同適切等級及適用順序之參考建議。第二、分別以中央和地方層級公立博物館為對象，暸解其指標系統相對權重之差異性，以發展不同的營運策略。研究結果發現，公立博物館經考量組織特質和現況，為因應環境或任務變動適時調整，酌以修改平衡計分卡模式，使得應用價值更高，其可行性和合理性獲得支持。本研究發現明確清晰的組織願景之重要性最高，顯見其對於非營利性博物館確實具指標性作用，然與目前實際現況似有出現脫勾現象。同時發現「顧客」奠定博物館永續發展的基石，呼應諸多文獻再三突顯顧客服務的重要性。另一個特別的重要發現，「財務」構面在公立博物館之重要性相對不高，對中央層級尤較不重要，與文獻明顯有所差異。最後發現，「專業創新」對中央層級特顯重要，「資訊科應用」重要程度反而最低，應可看出中央和地方層級普遍有資訊能力不足的現象。
This study aims to construct performance evaluation indicators for the public museums in Taiwan. The findings reveal that the Balanced Scorecard can be a useful instrument for connecting the museum’s visions and strategic goals and evaluating its performance. It can assist the pubic museums in operating optimally as the management of the cause-effect linkages provides a holistic approach. To adapt to environmental change and organizational goal‚ the BSC can be modified for use in public museums by rearranging the scorecard. Besides‚ Delphi and AHP can provide sufficient expert knowledge in rating the possible impact of each indicator.The paper suggests the BSC evaluation framework‚ including 5 perspectives‚ 14 strategic objectives and 60 indicators with different appropriateness and priority in application. Due to the uniqueness of each museum‚ it can choose or develop the performance indicators that best reflect the nature and need of the museum. This study seems to highlight the strategic management and the importance of the vision‚ goals and objectives of the museum to guide the selection of the PIs. It is not surprising to note that the customer measures are still important as the core measure of success‚ especially about the service improvement. The study also appears that the “Financial” perspective and PIs are not afforded much importance as they should be. Another fact is the “Professional innovation” is given high priority that may lead to achievement of competitive advantage‚ especially for the central public museums. Furthermore‚ the relative unimportance of “Technology application” may be interpreted that public museums are lacking the competency of information technology.
期刊論文
1.林挺正、許俊雄、莊素珍(20071200)。平衡計分卡應用於國立自然科學博物館之研究。醒吾學報，36，131-151。new window  延伸查詢new window
2.吳明德、許凱琳(200512)。數位圖書館與數位博物館教學網站內容之分析研究。中華民國圖書館學會會報，75，37-62。new window  延伸查詢new window
3.朱炫璉、鄭珍如(20071200)。某政府機關績效管理制度之實證評估--平衡計分卡及層級分析法之利用。管理學報，24(6)，689-705。new window  延伸查詢new window
4.梁鐿徽、謝欣志、王秋燕(20081200)。平衡計分卡應用於公務機關資訊部門績效評估之研究--以某公部門為例。電子商務研究，6(4)，425-445。new window  延伸查詢new window
5.李書行(19950200)。過程結果並重，個人群體兼顧--務實創新的策略性績效評估。會計研究月刊，113，15-23。  延伸查詢new window
6.Self, James(2003)。From Values to metrics: Implementation of the balanced scorecard at a university library。Performance measurement and metrics: The International Journal for Library and Information Services，4(2)，57-63。  new window
7.Scott, C.(2006)。Museums: Impact and Value。Cultural Trends，15(1)，45-75。  new window
8.Maltz, A. C.、Shenhar, A. J.、Reilly, R. R.(2003)。Beyond the balanced scorecard: refining the search for organizational success measures。Long Range Planning，36(2)，187-204。  new window
9.Falcão, D.、Janeiro, Rio de.、Colinvaux, D.、Krapas, S.、Cazelli, S.、Valente, M. E.、Gouvea, G.(2004)。A model-based approach to science exhibition evaluation: a case study in a Brazilian astronomy museum。International Journal of Science Education，26(8)，951-978。  new window
10.辛治寧(20040900)。以平衡計分卡執行博物館經營策略之可行性初探。國立歷史博物館學報，28，63-87。new window  延伸查詢new window
11.Hoffecker, J.、Goldenberg, C.(1994)。Using the balanced scorecard to develop companywide performance measures。Journal of Cost Management，8(3)，5-17。  new window
12.Maisel, L. S.(1992)。Performance measurement: the balance scorecard approach。Journal of cost management，6(2)，47-52。  new window
13.王啟祥(20081000)。博物館觀眾學習成果與影響研究的發展與啟示。博物館學季刊，22(4)，91-107。new window  延伸查詢new window
14.Gupta, U. G.、Clarke, R. E.(1996)。Theory and applications of the Delphi technique: A bibliography (1975-1994)。Technological Forecasting and Social Change，53(2)，185-211。  new window
15.Lee, Cynthia(1985)。Increasing Performance Appraisal Effectiveness: Matching Task Types, Appraisal Process, and Rater Training。Academy of Management Review，10(2)，322-331。  new window
16.Faherty, Vincent(1979)。Continuing Social Work Education: Results of a Delphi Survey。Journal of Education for Social Work，15(1)，12-19。  new window
17.Jensen, Michael C.(2001)。Value maximization, stakeholder theory, and the corporate objective function。Journal of Applied Corporate Finance，14(3)，8-21。  new window
18.郭昭佑(20011100)。教育評鑑指標建構方法探究。國教學報，13，251-278。  延伸查詢new window
19.吳清山、林天祐(20011200)。教育名詞：德懷術。教育研究月刊，92，127-128。  延伸查詢new window
20.林金定、嚴嘉楓、陳美花(20050600)。質性研究方法：訪談模式與實施步驟分析。身心障礙研究，3(2)，122-136。  延伸查詢new window
21.Holden, Michael C.、Wedman, John F.(1993)。Future issues of computer-mediated communication: The results of a Delphi study。Educational Technology Research and Development，41(4)，5-24。  new window
22.Kaplan, Robert S.、Norton, David P.(1992)。The Balanced Scorecard: Measures That Drive Performance。Harvard Business Review，70(1)，71-79。  new window
23.周功鑫(20010400)。博物館展覽策劃與觀眾學習。博物館學季刊，15(2)，83-90。new window  延伸查詢new window
24.林明美、林元興(2007)。博物館價值評估初探：以旅行成本法評估十三行博物館。博物館學季刊，21(4)，131-151。new window  延伸查詢new window
25.孟慶金、耿玉德(2005)。現代博物館經營理念創新研究。大連理工大學學報，26(1)，48-52。  延伸查詢new window
26.梁光余(2004)。博物館需要定期評鑑。博物館學季刊，18(3)，145-154。new window  延伸查詢new window
27.黃光男(2002)。博物館營運的信度與廣度。國立歷史博物館館刊，12(9)，72-79。  延伸查詢new window
28.黃榮華、楊長林、童添泉(2009)。壽險業經營整合行銷績效評估模型建構之研究。中華管理評論國際學報，12(1)，1-27。  延伸查詢new window
29.楊錦洲(2007)。運用於政府機構之平衡計分卡的修正模式。法制論叢，40，103-122。  延伸查詢new window
30.潘明珠、許興望(2001)。博物館推廣活動績效評估之研究。旅遊管理研究，1(1)，47-69。new window  延伸查詢new window
31.劉偉傑(2008)。博物館績效評量探討：以紐西蘭國家博物館及國立故宮博物院為例。博物館學季刊，22(4)，109-125。new window  延伸查詢new window
32.Fisher, Joseph(1992)。Use of Nonfinancial Performance Measures。Journal of Cost Management，6(1)，31-38。  new window
33.Gao, T.、Gurd, B. W.(2008)。Lives in the Balance: Managing with the Scorecard in Not-for-Profit Healthcare Settings。International Journal of Productivity and Performance Management，57(1)，6-21。  new window
34.Griffin, D.、Abraham, M.(2000)。The Effective Management of Museums: Cohesive Leadership and Visitor-focused Public Programming。Museum Management and Curatorship，18(4)，335-368。  new window
35.Krarup, K.(2004)。Balanced Scorecard at the Royal Library, Copenhagen。LIBER Quarterly，14(1)，37-57。  new window
36.Lindauer, M.(2005)。What to Ask and How to Answer? A Comparative Analysis of Methodologies and Philosophies of Summative Exhibit Evaluation。Museum and Society，3(3)，137-152。  new window
37.Marr, B.、Adams, C.(2004)。The Balanced Scorecard and Intangible Assets: Similar Ideas, Unaligned Concepts。Measuring Business Excellence，8(3)，18-27。  new window
38.Neely, A.、Marr, B.、Roos, G.、Pike, S.、Gupta, O.(2003)。Towards the Third Generation of Performance Measurement。Controlling Heft，3(4)，129-135。  new window
39.Norreklit, H.(2003)。The Balanced Scorecard what is the Score? A Rhetorical Analysis of the the Balanced Scorecard。Accounting Organizations and Society，28(6)，591-619。  new window
40.Bourne, M.(2002)。The Emperor's New Scorecard。Financial World，17(4)，48-50。  new window
41.Caldwell, N.(2002)。(Rethinking) The Measurement of Service Quality in Museums and Galleries。International Journal of Nonprofit and Voluntary Sector Marketing，7(2)，161-171。  new window
42.Cunliffe, D.、Kritou, E.、Tudhope, D.(2001)。Usability Evaluation for Museum Web Sites。Museum Management and Curatorship，19(3)，229-252。  new window
43.Nowacki, M. M.(2005)。Evaluating a Museum as a Tourist Product Using the Servqual Method。Museum Management and Curatorship，20(3)，235-250。  new window
44.Paliwoda, S. J.(1983)。Predicting the Future Using Delphi。Management Decision，21(1)，31-38。  new window
45.Paranjape, B.、Rossiter, M.、Pantano, V.(2006)。Performance Measurement Systems: Successes, Failures and Future-A Review。Measuring Business Excellence，10(3)，4-14。  new window
46.Paulus, O.(2003)。Measuring Museum Performance: A Study of Museums in France and the United States。International Journal of Arts Management，6(1)，50-63。  new window
47.Schumacher, R. E.、Brookshire, W. K.(1990)。Defining Quality Indicators。Texas Study of Secondary Education Research Journal，46(1)，31-34。  new window
48.Urrutia, I.、Eriksen, S. D.(2005)。Insights from Research: Application of the Balanced Scorecard in Spanish Private Health-care Management。Measuring Business Excellence，9(4)，16-26。  new window
會議論文
1.吳淑鶯、劉欣怡(2006)。以平衡計分卡建構ISO認證企業之績效衡量指標--以服務業為例。  延伸查詢new window
2.黃光男(2002)。他山之石可以攻錯：博物館的企業化經營2002年博物館公辦民營政策之理論與實務研討會。  延伸查詢new window
3.楊靜姍(2006)。博物館值多少？從文化經濟學文獻中尋找解答。  延伸查詢new window
4.Bocci, F.(2005)。A Multi-Dimensional Approach to the Community Perspective in the Balanced Scorecard Architecture for the Public Sector-Empirical Evidence in Healthcare Organizations。Bern。  new window
5.Brignall, S.(2002)。The Unbalanced Scorecard: A Social and Environmental Critique。Boston。  new window
6.Estis, A. A.、Hyatt, G.(1998)。The Balanced Scorecard-Applying a Private Sector Technique to the Public Sector。New York。  new window
研究報告
1.Dalkey, Norman C.(1969)。The Delphi method: An experimental study of group opinion。Rand Corporation。  new window
2.鄭讚源(2004)。非營利組織認證指標之研究。  延伸查詢new window
學位論文
1.陳淑惠(2005)。新竹市玻璃工藝博物館經營問題與策略探討(碩士論文)。臺南藝術學院，台南縣。  延伸查詢new window
2.鄭尚紘(2004)。平衡計分卡於績效審計之應用--鄉鎮市公所平衡計分卡之建構。立德管理學院。  延伸查詢new window
圖書
1.Genoways, Hugh H.、Ireland, Lynne M.(2003)。Museum Administration: An Introduction。Lanham, Maryland：Rowman and Littlefield。  new window
2.吳明清(1990)。教育研究。臺北市：五南圖書出版股有限公司。  延伸查詢new window
3.Mcnabb, D. E.(2002)。Research methods in public administration and nonprofit management: Quantitative and qualitative approaches。Armonk, New York：M. E. Sharpe, Inc.。  new window
4.Saaty, T. L.(1998)。The Analytic Hierarchy Process: Planning, Priority Setting, Resource Allocation。New York：McGraw-Hill International Book Co.。  new window
5.Szilagyi, A. D. Jr.(1984)。Management and Performance。New Jersey：Scott Foresman。  new window
6.吳安妮(2004)。平衡計分卡在公務機關實施之探討，政府績效評估。台北：行政院研考會。  延伸查詢new window
7.許士軍(2000)。績效評估。臺北市：天下文化。  延伸查詢new window
8.Niven, P. R.(2002)。Balanced scorecard step-by-step: Maximizing performance and maintaining result。New York：John Wiley & Sons, Inc。  new window
9.Drucker, Peter F.(1990)。Managing the Non-profit Organization: Principles and Practices。New York：Harper Collins Publishers。  new window
10.Lord, Barry、Lord, G. D.(1997)。The manual of Museum Management。The Stationery Office。  new window
11.Kaplan, R. S.、Norton, D. P.(2001)。The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business Environment。Boston, MA：Harvard Business School Publishing Corporation。  new window
12.黃光男(2007)。博物館企業。臺北：藝術家。  延伸查詢new window
13.Throsby, David(2001)。Economics and culture。Cambridge University Press。  new window
14.陳國嘉(20010000)。績效管理：全面提升利潤的評估制度。臺北：書泉。new window  延伸查詢new window
15.王嵩山(20050000)。想像與知識的道路：博物館、族群與文化資產的人類學書寫。臺北：稻鄉出版社。new window  延伸查詢new window
16.孫本初(2005)。公共管理。台北：智勝。new window  延伸查詢new window
17.Patton, Michael Quinn、吳芝儀、李奉儒(2008)。質性研究與評鑑。濤石文化事業有限公司。  延伸查詢new window
18.Linstone, Harold A.、Turoff, Murray(2002)。The Delphi Method: Techniques and Applications。Addison-Wesley Publishing Company。  new window
19.Kaplan, Robert S.、Norton, David P.(1996)。The Balanced Scorecard: Translating Strategy into Action。Boston：Harvard Business School Press。  new window
20.Kaplan, Robert S.、Norton, David P.(2004)。Strategy Maps: Converting Intangible Assets Into Tangible Outcomes。Boston：Harvard Business School Press。  new window
21.McLean, Fiona(1997)。Marketing the museum。Routledge。  new window
22.Delbecq, Andre L.、Van de Ven, Andrew H.、Gustafson, David H.(1975)。Group Techniques for Program Planning: A Guide to Nominal Groups and Delphi Process。Scott Foresman & Company。  new window
23.陳向明(2002)。社會科學賓的研究。台北。  延伸查詢new window
24.教育部(1998)。教育部部屬社會教育機構評鑑手冊。台北。  延伸查詢new window
25.教育部(2004)。部屬社會教育機構評鑑工作計畫（早案）。台北。  延伸查詢new window
26.教育部(2008)。教育部國立社教機構自我評鑑表。台北。  延伸查詢new window
27.AAM(2008)。Museum Assessment Program。Washington。  new window
28.HC.(2004)。Museum Standards Program for Ireland。Ireland。  new window
29.Saaty, T. L.、Vargas, L. G.(2001)。Model, Methods, Concepts and Application of the Analytic Hierarchy Process。Boston。  new window
30.Weil, S. E.、Cheit, E. F.(1994)。The Well-managed Museum, Museum Management。London。  new window
31.MLA(2004)。The Accreditation Scheme。London。  new window
32.Mayne, J.、Zapico-Goni, E.(1997)。Effective Performance Monitoring: A Necessary Condition for Public Sector Reform。Monitoring Performance in the Public Sector: Future directions form International Experience。New Jersey。  new window
33.Isaac, S.、Michael, W.(1984)。Handbook in Research and Evaluation: A Collection of Principles, Methods, and Strategies Useful in the Planning。Design, and Evaluation of Studies in Education and the Behavioral Sciences。San Diego。  new window
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其他
1.張家銘(2006)。公共博物館的評鑑與營運管理--以國立社教機構指標評鑑建置計畫為例(二)。  延伸查詢new window
2.Fox, H.(2006)。Beyond the Bottom Line: Evaluating Art Museums with the Balanced Scorecard。  new window
 
 
 
 
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