在面對快速回應的企業環境中，若需要即時做出合適的談判決策，常常無法對所有的議題做詳細的思考，又或是頻繁的談判互動使談判者無法兼顧或忽略了對手的回應，不但影響了企業在談判中的權益，同時也可能使得談判最後以破裂結束。
因此本研究根據在談判決策中所可能遭遇到的問題，建構不同的談判決策支援模式以幫助談判者順利進行談判，並且撰寫其演算法。在本研究中並且也選擇部份決策支援模式加以實作，同時經由實驗以評估系統成效，而系統評估的結果也說明談判者對於談判決策支援代理人的協助是滿意的。因此未來的研究者可以根據本研究中所提供的代理人演算法實際建置決策支援代理人，並用於談判相關研究。

It is getting more important to have quick response during the negotiation process due to the very competitive environment. However, in the negotiation process, it is quite often that negotiators do not have enough time to understand the negotiation issue, the available alternatives and their priorities. In addition, negotiators may also have difficulties to catch path of interactions between negotiators, i.e. negotiation dance. These problems may have negative impact on the negotiation results or even break the negotiation.
The goal of this research is to help negotiators with clearer picture about the negotiation issues and the interactions between negotiators in order to have better negotiation decisions during the negotiation process. First, the challenges in understanding the negotiation issues and the interactions between negotiators are identified. Then, based on the identified challenges, five negotiation decision support agents are designed. The algorithm of each agent is proposed too. In order to evaluate the effectiveness of the proposed agents, prototypes of two agents have been developed and evaluated through an experiment. The result is positive.

第一章 緒論 1
第一節 研究背景與動機…………………………………………… 1
第二節 研究目的…………………………………………………… 2
第三節 研究流程…………………………………………………… 2
第四節 論文架構…………………………………………………… 3
第二章 文獻探討………………………………………………………… 5
第一節 談判與決策………………………………………………… 5
一 、談判架構………………………………………………… 5
二 、談判策略………………………………………………… 7
三 、談判的障礙……………………………………………… 11
第二節 線上談判系統……………………………………………… 11
一 、談判支援系統…………………………………………… 11
二 、電子化溝通……………………………………………… 12
三 、決策支援系統…………………………………………… 13
第三節 、談判過程………………………………………………… 16
一 、掌控度…………………………………………………… 16
二 、決策信心………………………………………………… 18
三 、滿意度…………………………………………………… 19
第三章 決策支援模式建構……………………………………………… 21
第一節 談判決策情境分析之問題………………………………… 21
一 、了解談判議題…………………………………………… 23
二 、了解談判互動過程……………………………………… 23
第二節 談判決策支援需求………………………………………… 25
第三節 談判決策支援代理人……………………………………… 27

一 、議題分析代理人………………………………………….. 28
二 、出價分析代理人………………………………………….. 30
三 、方案檢核代理人…………………………………………. 30
四 、過程分析代理人…………………………………………. 31
五 、事後協調代理人…………………………………………. 31
第四節 系統架構…………………………………………………… 32
第四章 系統效益評估…………………………………………………… 34
第一節 系統雛形…………………………………………………… 35
一 、系統環境與平台………………………………………… 35
二 、基本談判系統功能……………………………………… 36
三 、出價分析代理人………………………………………… 38
四 、過程分析代理人………………………………………… 41
第二節 系統效益評估……………………………………………… 46
一 、實驗者…………………………………………………… 46
二 、談判情境………………………………………………… 46
三 、實驗操作………………………………………………… 46
四 、實驗流程………………………………………………… 47
第三節 資料分析結果……………………………………………… 48
第五章 結論與建議……………………………………………………… 51
第一節 結論………………………………………………………… 51
第二節 研究貢獻…………………………………………………… 51
一、學術上的貢獻……………………………………………… 51
二、實務上的貢獻……………………………………………… 52
第三節 研究限制…………………………………………………… 52
第四節、未來研究建議……………………………………… 52
參考文獻…………………………………………………………………… 54

圖目錄
圖 1-1、研究流程圖……………………………………………………… 3
圖 2-1、談判背景與談判互動過程……………………………………… 5
圖 2-2、策略組合結果…………………………………………………… 10
圖 2-3、談判支援系統架構……………………………………………… 12
圖 2-4、談判支援系統架構……………………………………………… 12
圖 3-1、談判情境與談判互動過程……………………………………… 22
圖 3-2、談判過程中各參數的關係……………………………………… 24
圖 3-3、系統架構圖……………………………………………………… 33
圖 4-1、線上談判進行示意圖…………………………………………… 35
圖 4-2、系統留言畫面…………………………………………………… 37
圖 4-3、談判歷史紀錄…………………………………………………… 37
圖 4-4 對手最新訊息………………………………….………………… 38
圖 4-5、各議題底限輸入畫面…………………………………………… 39
圖 4-6、預設的排序結果………………………………………………… 39
圖 4-7、以休假天數優先的排序結果…………………………………… 40
圖 4-8、考慮多個議題優先順序的排序結果……………………………. 41
圖 4-9、雙方互動過程…………………………………………………… 42
圖 4-10、王經理第一次出價…………………………………………… 42
圖 4-11、當王經理出價後，施先生的圖形……………………….…… 43
圖 4-12、王經理的第二次出價……………………….………………… 43
圖 4-13、王經理的第二次出價後，施先生的觀點……………………. 43
圖 4-14、施先生的第二次出價………………………………………… 44
圖 4-15、施先生的第二次出價後，王經理的觀點…………………….. 44
圖 4-16、王經理的第三次出價……………………….………………… 44
圖 4-17、王經理的第三次出價後，施先生的觀點……………………. 44
圖 4-18、施先生的第三次出價……………………….………………… 45

圖 4-19、施先生的第三次出價後，王經理的觀點…………………….. 45
圖 4-20、談判流程…..…………………………………………………… 47
表目錄
表2-1、談判相關網站……………………………………………………… 16
表3-1、各談判階段任務未完成時發生的問題…………………………… 25
表3-2、根據不同問題所產生的功能需求………………………………… 26
表3-3、各自動化代理人的功能…………………………………………… 27
表4-1、相關軟硬體及開發工具…………………………………………… 36
表4-2、問卷原文…………………………..……………………………… 48
表4-3、各組別統計資料………………..………………………………… 49
表4-4、因素分析結果…………………..………………………………… 49
表4-5、出價分析代理人各構面之T檢定..……………………………… 50
表4-6、過程分析代理人各構面之T檢定..……………………………… 50

中文部分
1. 高啟中，從談判過程探索談判結果之徵兆，國立中山大學資訊管理研究所碩士論文，民國94年
2. 梁定澎，決策支援系統與企業智慧，智勝文化事業有限公司，2004

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