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    題名: 公辦都更服務缺口之研究－ 以PZB模型為架構
    An empirical investigation of the Service Gaps in the Government-led Urban Renewal: Taking the PZB model as framework
    作者: 謝文欽
    Xie, Wen-Qin
    貢獻者: 羅明琇
    Lo, Ming-Shiow
    謝文欽
    Xie, Wen-Qin
    關鍵詞: 公辦都更
    PZB 模型
    服務品質
    Government-led urban renewal
    PZB model
    Service Quality
    日期: 2019
    上傳時間: 2019-09-05 17:35:57 (UTC+8)
    摘要: 近年來台北市政府採取公辦都更來推動都市更新。以往民辦都更面臨困境為居民對建商的不信任、以及利益上的衝突，導致整合困難；公辦都更則能以政府的角度，提供跨局處的服務協助居民。
    對此，本研究探討民辦都更與公辦都更困境的差異，以及透過PZB模型從政府與居民兩個觀點分析與探討公辦都更的服務缺口，再提出具參考價值的建議方案，讓公部門未來可加以運用。
    本研究採取個案研究法，透過文獻探討蒐集資料，然而過去文獻缺乏公辦都更困境的研究，因此本研究以民辦都更的困境為架構設計訪綱，以目前正在進行和已完成的公辦都更案件為對象，訪問駐點工作站人員和里長進行調查。
    本研究發現公辦都更與民辦都更困境的差異有三：一是來自市府高層的變動，導致居民的不信任以及公辦都更執行的停滯；二是政治人物的過度承諾會造成居民過高的期望；三是居民的被動的心態，相信政府會主導而採取消極態度。市府高層的變動是造成政府服務缺口的主要因素，對於都市更新案進度的回應是居民的重要考量。本研究建議市府透過設立共同平台增加交流的機會，使里長可以得知更新案進度並回應居民，以及提早培養接班人減低對都市更新政策的影響。
    過去文獻並未探討公辦都更的困境，而本研究提供公辦都更與民辦都更面臨困境上的差異；過去也並未從作業管理觀點探討都市更新，本研究嘗試以服務品質的觀點討論公辦都更面臨的缺口並提供解決方案，使未來公辦都更時，政府可以考量政治上的接班並使民眾參與其中，促進都市更新的合作。
    In recent years, Taipei City government has enacted the government-led urban renewal plan to drive the renewal of Taipei. Urban renewal plans initiated by private sector before often faced difficulties such as conflict of interest between construction companies and residents. However, on the basis of public sector, government-led urban renewal plans can offer the public service of various departments to the residents.
    This study discusses the difference between the difficulties the government-led urban renewal and urban renewal initiated by private sector encounter, applies PZB Model to investigate the service gaps in the government-led urban renewal from the perspective of both the city official and the residents, and provides suggestion as a reference for the future improvement by the public sector.
    This study utilizes case study method and collects data by compiling literature reviews. Given the existing literature reviews lack studies of government-led urban renewal difficulties, this study analyzes difficulties of urban renewal initiated by private sector as the framework to design protocol and the information from the interview of the related employees and residents in the on-going and finished government-led urban renewal projects.
    The study identifies 3 key differences of the difficulties between the government-led urban renewal cases and the ones initiated by private sector. First, the change of senior personnel in the city government triggered the residents’ distrust against other parties and obstructed government-led urban renewal plans from executing. Second, the excessive commitment from the politicians improperly heightened the residents’ expectation. Third, the passiveness residents toward the issue due to their belief that the government should lead the whole urban renewal project. The change of senior personnel in city government is the major factor causing service quality gaps, and the official’s response to the urban renewal news is an important consideration for the residents. This study suggests city government set a platform for discussing and exchanging opinions. As a result, the chiefs of village would be informed of the planned schedule for the renewal project and initiate conversations with the residents. The study also suggests city government train the successors of senior governors to minimize the impact caused by any future change of senior personnel of the city government.
    Considering the existing literature reviews lack discussion upon difficulties the government-led urban renewal projects deal with, the study focus on the difference of difficulties between government-led urban renewal and urban renewal initiated by private sector. Existing literature reviews do not assess the urban renewal projects with the operating management perspective either, the study sets the tone for the service gaps in government-led urban renewal in the aspect of service quality and ultimately offers solutions that foster successful cooperation between parties in urban renewal project by considering the viewpoints of political successors and engaging the residents in the urban renewal cases for the public sector.
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    描述: 碩士
    國立政治大學
    企業管理研究所(MBA學位學程)
    106363087
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0106363087
    資料類型: thesis
    DOI: 10.6814/NCCU201900848
    顯示於類別:[企業管理研究所（MBA學位學程）] 學位論文

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