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題名 公部門虛擬代言的成效分析-以高捷少女為例
The Analyses of Avatar Endorsement in the Public Sector – The Example of KRTC Girls
作者 萬騏瑋
貢獻者 董祥開
萬騏瑋
關鍵詞 虛擬代言
移情作用
自我指涉
自我認同
Avatar endorsement
Transference
Self-reference
Self-identity
Kaohsiung Metro
日期 2018
上傳時間 2-Feb-2018 11:25:00 (UTC+8)
摘要 近年政府推廣政策的過程中不斷借重創新思維,嘗試抓住民眾的注意力,政府必須將人民視為顧客,盡力提供服務使民眾滿意,換言之,企業型政府治理模式必然包含「治理」甚至是「政策推廣」相關概念,在公部門推廣政策的同時,我們時常看到政府向企業學習行銷手法推廣公共政策。本研究嘗試向企業行銷學習,藉由文獻回顧以及檢視公共政策行銷實例,從「移情作用、自我指涉、自我認同」三個面向,探討虛擬代言(avatar endorsement)如何應用在公共服務推廣,及促使民眾了解政府政策並使用公共服務的意願為何。
本研究以高雄都會大眾捷運系統目前執行的虛擬代言為討論主題,研究方法採用準實驗設計,由於過去研究指出高雄捷運旅運目的多半為觀光旅遊,因此受試者招募以年輕族群為調查對象,以了解當前虛擬代言能否提高年輕族群的喜好程度、使用捷運系統意願、購買相關商品意願、以及對捷運品牌的吸引程度,招募受試者後,採用配對分派方法進行實驗,以利進行實驗組與控制組態度變化比較。研究發現不同學歷的受試者對於虛擬代言的想法有顯著差異,而虛擬代言能有效提升外縣市的受試者對於該公共服務的吸引程度,只是對於既有的客群掌握則有待加強。
In recent years, governments start to emphasize the importance of policy promotion and policy marketing. Under the belief of treating people as customers, the ultimate goal is to draw people’s attention and to increase their satisfaction on public services. Normally, the entrepreneurial-oriented governments would spend more time and efforts on “good governance” and “policy promotion”. As a result, when the governments want to promote certain policies, they often try to learn from the private sector on their marketing strategies.
This study aims at applying the policy marketing strategies to promote public policies, particularly the effects of avatar endorsement strategy. Using the case of Kaohsiung metro system, this study focuses on three different aspects, the transference, self-reference, and self-identity, to explore how avatar endorsement worked with regard to public policy promotion, as well as to understand how it performed on increasing people’s willingness to receive more public services.
This research adopts a quasi-experimental design to understand how the current avatar endorsement strategy affect younger generations on four different attitudes and behaviors, such as brand attitude, purchase intention, brand association, and attraction to the Kaohsiung metro. Results show that people with different educational levels have significantly different attitudes toward avatar endorsement strategy. In addition, the avatar endorsement strategy may effectively enhance the attractiveness of public transportation service toward the younger generation. Policy and managerial implications for the governments are discussed in the thesis.
參考文獻 一、 英文部分
Andersen, S. M., Reznik, I., & Manzella, L. M. (1996). Eliciting facial affect, motivation, and expectancies in transference: significant-other representations in social relations. Journal of Personality and Social Psychology, 71(6), 1108 - 1129.
Ahn, S. J., & Bailenson, J. N. (2011). Self - endorsing versus other - endorsing in virtual environments. Journal of Advertising, 40(2), 93 - 106.
Andreki, P.H.A., & Yazdanifard, R. (2014). Is e - marketing the future of marketing field. American Journal of Industrial and Business Management, 4, 333 - 336. http://dx.doi.org/10.4236/ajibm.2014.47040.
Berg, H. (2015). Headless: the role of gender and self - referencing in consumer response to cropped pictures of decorative models. Psychology & Marketing, 32(10), 1002 - 1016.
Biswas, D., Biswas, A., & Das, N. (2006). The differential effects of celebrity and expert endorsements on consumer risk perceptions. The role of consumer knowledge, perceived congruency, and product technology orientation. Journal of Advertising, 35(2), 17 - 31.
Buurma, H. (2001). Public policy marketing: marketing exchange in the public sector. European Journal of Marketing, 35 (11/12), 1287 - 1302.
Choi, S. M., & Rifon, N. J. (2012). It is a match: the impact of congruence between celebrity image and consumer ideal self on endorsement effectiveness. Psychology and Marketing, 29(9), 639 - 650.
Debevec, K., & Romeo, J. B. (1992). Self - referent processing in perceptions of verbal and visual commercial information. Journal of Consumer Psychology, 1(1), 83 - 102.
Govern, J. M., & Marsch, L. A. (2001). Development and validation of the situational self-awareness scale. Consciousness and Cognition, 10(3), 366 - 378.
Halonen-Knight, E., & Hurmerinta, L. (2010). Who endorses whom? Meanings transfer in celebrity endorsement. Journal of Product & Brand Management, 19(6), 452 - 460.
Jones, D. G. B., & Monieson, D. D. (1990). Early development of the philosophy of marketing thoutht. Journal of Marketing, 54 (1), 102 - 113.
Lord, K. R., & Putrevu, S. (2009). Informational and transformational responses to celebrity endorsements. Journal of Current Issues & Research in Advertising, 31(1), 1 - 13.
Perkins, A. W., & Forehand, M. R. (2012). Implicit self - referencing: the effect of nonvolitional self - association on brand and product attitude. Journal of Consumer Research, 39(1), 142 - 156.
Trustrum, L. B. (1989). Marketing: concept and function. European Journal of Marketing, 23(3), 48 - 56.
Schmitt, B.H., Simonson, A., & Marcus, J. (1995). Managing corporate image and identity. Long Range Planning, 28(5), 82 - 92.
Webb, W. M., Marsh, K. L., Schneiderman, W., & Davis, B. (1989). Interaction between self-monitoring and manipulated states of self-awareness. Journal of Personality and Social Psychology, 56, 70 - 80.
White, D. W., Goddard, L., & Wilbur, N. (2009). The effects of negative information transference in the celebrity endorsement relationship. International Journal of Retail & Distribution Management, 37(4), 322 - 335.
The Japan Times (2016). Kids rejoice as bear mascot Kumamon makes first appearance since quakes. Retrieved June 11, 2017, from: http://www.japantimes.co.jp/tag/201
6-kumamoto-earthquake/.
The Ad Council (2016). Story of Smokey. Retrieved July 12, 2017, from: https://smokeybear.com/en/smokeys-history/story-of-smokey.

二、 中文部分
人容文創(2016)。麻吉貓圖像資訊,2016年10月20日,取自:https://www.facebook.com/majimeow/。
江啟先、耿慶瑞、鄭弘毅(2014)。探討虛擬代言人、自我指涉訊息、與產品連結對消費者態度之影響-平衡理論觀點。管理與系統,21(4),667 – 687。
交通部統計處(2016)。104年民眾日常使用運具狀況調查,2016年10月13日,取自:http://www.motc.gov.tw/ch/home.jsp?id=54&parentpath=0,6。
希萌創意行銷股份有限公司(2016)。高雄捷運公司高捷少女圖像資訊,2016年06月12日,取自:https://www.facebook.com/K.R.T.GIRLS/。
周雅燕、楊文惠、胡哲生(2005)。行銷理論之分類架構:內容分析法。中華管理學報,6(2),31 – 48。
吳淑鶯、陳燕柔(2015)。企業品牌形象對消費者態度與購後行為之影響關聯模式。行銷評論,12(4),369 – 393。
黃恆獎、李冠志(2007)。20世紀行銷學思想演進與意涵。文大商管學報,12(2),1 – 18。
許瓊文(2010)。高雄都會區大眾捷運系統服務品質調查。生活科技教育月刊,43(3),10 – 23。
耿慶瑞、劉佳蒨、蕭文喬(2014)。結合自我指涉手法之網路消費者經驗組合對廣告效果影養-以產品知識為干擾變數。電子商務研究,12(1),93 – 120。
陳金定(2009)。移情現象之驗證:運動選手親子依附與教練-選手關係之因果模式探討。教育心理學報,40(3),363-383。
陳敦源、魯炳炎(2008)。創造共識:民主治理中的政策行銷管理。研考雙月刊,32(4),03 – 15。
廖世義、黃鈺婷、譚子文(2009)。行銷管理美學要素之初探。行銷評論,6(3),391 – 422。
蔡孟妤(2016)。高捷少女萌翻天,一年帶來千萬收入,2016年07月10日,取自:http://news.ltn.com.tw/news/life/breakingnews/1703690。
魯炳炎(2007)。政策行銷理論意涵之研究。中國行政,78,31 – 53。
臺北市政府資訊局(2015)。230圖像資訊,2016年07月17日,取自:http://data.taipei/。
臺北大眾捷運股份有限公司(2016)。臺北捷運公司性別統計項目-臺北捷運系統旅客男女比率,2016年10月02日,取自:http://www.metro.taipei/ct.asp?xItem=68598847&ctNode=70084&mp=122035。
臺北大眾捷運股份有限公司(2016)。臺北捷運公司麻吉貓虛擬代言圖像資訊,2016年09月30日,取自:http://www.metro.taipei/ct.asp?xitem=214581777&CtNode=70050&mp=122035。
蘇偉業(2008)。政策行銷:理論重構與實踐。中國行政評論,16(1),01 – 34。
描述 碩士
國立政治大學
公共行政學系
103256003
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0103256003
資料類型 thesis
dc.contributor.advisor 董祥開zh_TW
dc.contributor.author (Authors) 萬騏瑋zh_TW
dc.creator (作者) 萬騏瑋zh_TW
dc.date (日期) 2018en_US
dc.date.accessioned 2-Feb-2018 11:25:00 (UTC+8)-
dc.date.available 2-Feb-2018 11:25:00 (UTC+8)-
dc.date.issued (上傳時間) 2-Feb-2018 11:25:00 (UTC+8)-
dc.identifier (Other Identifiers) G0103256003en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/115748-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 公共行政學系zh_TW
dc.description (描述) 103256003zh_TW
dc.description.abstract (摘要) 近年政府推廣政策的過程中不斷借重創新思維,嘗試抓住民眾的注意力,政府必須將人民視為顧客,盡力提供服務使民眾滿意,換言之,企業型政府治理模式必然包含「治理」甚至是「政策推廣」相關概念,在公部門推廣政策的同時,我們時常看到政府向企業學習行銷手法推廣公共政策。本研究嘗試向企業行銷學習,藉由文獻回顧以及檢視公共政策行銷實例,從「移情作用、自我指涉、自我認同」三個面向,探討虛擬代言(avatar endorsement)如何應用在公共服務推廣,及促使民眾了解政府政策並使用公共服務的意願為何。
本研究以高雄都會大眾捷運系統目前執行的虛擬代言為討論主題,研究方法採用準實驗設計,由於過去研究指出高雄捷運旅運目的多半為觀光旅遊,因此受試者招募以年輕族群為調查對象,以了解當前虛擬代言能否提高年輕族群的喜好程度、使用捷運系統意願、購買相關商品意願、以及對捷運品牌的吸引程度,招募受試者後,採用配對分派方法進行實驗,以利進行實驗組與控制組態度變化比較。研究發現不同學歷的受試者對於虛擬代言的想法有顯著差異,而虛擬代言能有效提升外縣市的受試者對於該公共服務的吸引程度,只是對於既有的客群掌握則有待加強。
zh_TW
dc.description.abstract (摘要) In recent years, governments start to emphasize the importance of policy promotion and policy marketing. Under the belief of treating people as customers, the ultimate goal is to draw people’s attention and to increase their satisfaction on public services. Normally, the entrepreneurial-oriented governments would spend more time and efforts on “good governance” and “policy promotion”. As a result, when the governments want to promote certain policies, they often try to learn from the private sector on their marketing strategies.
This study aims at applying the policy marketing strategies to promote public policies, particularly the effects of avatar endorsement strategy. Using the case of Kaohsiung metro system, this study focuses on three different aspects, the transference, self-reference, and self-identity, to explore how avatar endorsement worked with regard to public policy promotion, as well as to understand how it performed on increasing people’s willingness to receive more public services.
This research adopts a quasi-experimental design to understand how the current avatar endorsement strategy affect younger generations on four different attitudes and behaviors, such as brand attitude, purchase intention, brand association, and attraction to the Kaohsiung metro. Results show that people with different educational levels have significantly different attitudes toward avatar endorsement strategy. In addition, the avatar endorsement strategy may effectively enhance the attractiveness of public transportation service toward the younger generation. Policy and managerial implications for the governments are discussed in the thesis.
en_US
dc.description.tableofcontents 目錄
第一章 緒論 1
第一節 研究動機 1
第二節 研究目的與問題 3
第三節 研究流程 4
第二章 文獻檢閱 7
第一節 政策行銷相關理論 7
一、 移情作用 9
二、 自我指涉 11
三、 自我認同 14
第二節 公部門虛擬代言發展歷史 16
第三節 虛擬代言於我國的應用與挑戰 19
第四節 虛擬代言的機轉效果 23
第三章 研究方法 27
第一節 受試者招募與實驗流程 27
第二節 研究假設 31
第三節 實驗構面與參考資料對照表 32
第四節 分析方法 33
第四章 資料分析 35
第一節 敘述統計 35
第二節 自變項篩選 42
第三節 依變項分析 47
第五章 結論與建議 59
第一節 研究發現 59
第二節 研究討論與建議 63
第三節 研究限制與方向 66
第六章 參考資料 69
附錄 73
zh_TW
dc.format.extent 2428762 bytes-
dc.format.mimetype application/pdf-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0103256003en_US
dc.subject (關鍵詞) 虛擬代言zh_TW
dc.subject (關鍵詞) 移情作用zh_TW
dc.subject (關鍵詞) 自我指涉zh_TW
dc.subject (關鍵詞) 自我認同zh_TW
dc.subject (關鍵詞) Avatar endorsementen_US
dc.subject (關鍵詞) Transferenceen_US
dc.subject (關鍵詞) Self-referenceen_US
dc.subject (關鍵詞) Self-identityen_US
dc.subject (關鍵詞) Kaohsiung Metroen_US
dc.title (題名) 公部門虛擬代言的成效分析-以高捷少女為例zh_TW
dc.title (題名) The Analyses of Avatar Endorsement in the Public Sector – The Example of KRTC Girlsen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 一、 英文部分
Andersen, S. M., Reznik, I., & Manzella, L. M. (1996). Eliciting facial affect, motivation, and expectancies in transference: significant-other representations in social relations. Journal of Personality and Social Psychology, 71(6), 1108 - 1129.
Ahn, S. J., & Bailenson, J. N. (2011). Self - endorsing versus other - endorsing in virtual environments. Journal of Advertising, 40(2), 93 - 106.
Andreki, P.H.A., & Yazdanifard, R. (2014). Is e - marketing the future of marketing field. American Journal of Industrial and Business Management, 4, 333 - 336. http://dx.doi.org/10.4236/ajibm.2014.47040.
Berg, H. (2015). Headless: the role of gender and self - referencing in consumer response to cropped pictures of decorative models. Psychology & Marketing, 32(10), 1002 - 1016.
Biswas, D., Biswas, A., & Das, N. (2006). The differential effects of celebrity and expert endorsements on consumer risk perceptions. The role of consumer knowledge, perceived congruency, and product technology orientation. Journal of Advertising, 35(2), 17 - 31.
Buurma, H. (2001). Public policy marketing: marketing exchange in the public sector. European Journal of Marketing, 35 (11/12), 1287 - 1302.
Choi, S. M., & Rifon, N. J. (2012). It is a match: the impact of congruence between celebrity image and consumer ideal self on endorsement effectiveness. Psychology and Marketing, 29(9), 639 - 650.
Debevec, K., & Romeo, J. B. (1992). Self - referent processing in perceptions of verbal and visual commercial information. Journal of Consumer Psychology, 1(1), 83 - 102.
Govern, J. M., & Marsch, L. A. (2001). Development and validation of the situational self-awareness scale. Consciousness and Cognition, 10(3), 366 - 378.
Halonen-Knight, E., & Hurmerinta, L. (2010). Who endorses whom? Meanings transfer in celebrity endorsement. Journal of Product & Brand Management, 19(6), 452 - 460.
Jones, D. G. B., & Monieson, D. D. (1990). Early development of the philosophy of marketing thoutht. Journal of Marketing, 54 (1), 102 - 113.
Lord, K. R., & Putrevu, S. (2009). Informational and transformational responses to celebrity endorsements. Journal of Current Issues & Research in Advertising, 31(1), 1 - 13.
Perkins, A. W., & Forehand, M. R. (2012). Implicit self - referencing: the effect of nonvolitional self - association on brand and product attitude. Journal of Consumer Research, 39(1), 142 - 156.
Trustrum, L. B. (1989). Marketing: concept and function. European Journal of Marketing, 23(3), 48 - 56.
Schmitt, B.H., Simonson, A., & Marcus, J. (1995). Managing corporate image and identity. Long Range Planning, 28(5), 82 - 92.
Webb, W. M., Marsh, K. L., Schneiderman, W., & Davis, B. (1989). Interaction between self-monitoring and manipulated states of self-awareness. Journal of Personality and Social Psychology, 56, 70 - 80.
White, D. W., Goddard, L., & Wilbur, N. (2009). The effects of negative information transference in the celebrity endorsement relationship. International Journal of Retail & Distribution Management, 37(4), 322 - 335.
The Japan Times (2016). Kids rejoice as bear mascot Kumamon makes first appearance since quakes. Retrieved June 11, 2017, from: http://www.japantimes.co.jp/tag/201
6-kumamoto-earthquake/.
The Ad Council (2016). Story of Smokey. Retrieved July 12, 2017, from: https://smokeybear.com/en/smokeys-history/story-of-smokey.

二、 中文部分
人容文創(2016)。麻吉貓圖像資訊,2016年10月20日,取自:https://www.facebook.com/majimeow/。
江啟先、耿慶瑞、鄭弘毅(2014)。探討虛擬代言人、自我指涉訊息、與產品連結對消費者態度之影響-平衡理論觀點。管理與系統,21(4),667 – 687。
交通部統計處(2016)。104年民眾日常使用運具狀況調查,2016年10月13日,取自:http://www.motc.gov.tw/ch/home.jsp?id=54&parentpath=0,6。
希萌創意行銷股份有限公司(2016)。高雄捷運公司高捷少女圖像資訊,2016年06月12日,取自:https://www.facebook.com/K.R.T.GIRLS/。
周雅燕、楊文惠、胡哲生(2005)。行銷理論之分類架構:內容分析法。中華管理學報,6(2),31 – 48。
吳淑鶯、陳燕柔(2015)。企業品牌形象對消費者態度與購後行為之影響關聯模式。行銷評論,12(4),369 – 393。
黃恆獎、李冠志(2007)。20世紀行銷學思想演進與意涵。文大商管學報,12(2),1 – 18。
許瓊文(2010)。高雄都會區大眾捷運系統服務品質調查。生活科技教育月刊,43(3),10 – 23。
耿慶瑞、劉佳蒨、蕭文喬(2014)。結合自我指涉手法之網路消費者經驗組合對廣告效果影養-以產品知識為干擾變數。電子商務研究,12(1),93 – 120。
陳金定(2009)。移情現象之驗證:運動選手親子依附與教練-選手關係之因果模式探討。教育心理學報,40(3),363-383。
陳敦源、魯炳炎(2008)。創造共識:民主治理中的政策行銷管理。研考雙月刊,32(4),03 – 15。
廖世義、黃鈺婷、譚子文(2009)。行銷管理美學要素之初探。行銷評論,6(3),391 – 422。
蔡孟妤(2016)。高捷少女萌翻天,一年帶來千萬收入,2016年07月10日,取自:http://news.ltn.com.tw/news/life/breakingnews/1703690。
魯炳炎(2007)。政策行銷理論意涵之研究。中國行政,78,31 – 53。
臺北市政府資訊局(2015)。230圖像資訊,2016年07月17日,取自:http://data.taipei/。
臺北大眾捷運股份有限公司(2016)。臺北捷運公司性別統計項目-臺北捷運系統旅客男女比率,2016年10月02日,取自:http://www.metro.taipei/ct.asp?xItem=68598847&ctNode=70084&mp=122035。
臺北大眾捷運股份有限公司(2016)。臺北捷運公司麻吉貓虛擬代言圖像資訊,2016年09月30日,取自:http://www.metro.taipei/ct.asp?xitem=214581777&CtNode=70050&mp=122035。
蘇偉業(2008)。政策行銷:理論重構與實踐。中國行政評論,16(1),01 – 34。
zh_TW