96

.......................................... 1
................................... 5
............. 5
............................. 9
................ 12
.......... 14
.......................... 17
.............................. 17
........................ 28
............................ 43
............................ 57
............................ 73
Q&D ..................... 88
..................... 102
104 ........................ 116
........................... 135
............................... 135
............................... 141
.................................... 147
.................... 151
.............. 157
.................. 161
.................. 165
.................. 169
Q&D .......... 175
............ 179
104 .............. 183

(Service innovation)

Rob Bilderbeek Pim Den

Hertog 1998 8
(1)(New Service Concept)(2)(New
Client Interface)(3)(New Service Delivery System)
(4)(Technological Options)

(1)( IT
)(2)(3)
(4)()(5)
(6)(7)
(8)

Bilderbeek

(1)

(2) (3)

(4)(5)
(6)(7)
(8)(9)
(10) POS
(1)
(2)(3)
(4)(5)
(6) RFID
(1)(2)
(3)
(4)(5)
(6)

()()
()()
()()

2006 GDP
71.65%

( IT)
(Total Solution Service)

(
) 1912 (J. Schumpeter)
1934
(1)(2)(3)(4)
(5)

Rob Bilderbeek Pim Den Hertog

1998 8 Services in Innovation:Knowledge Intensive
Business Services(KIBS) as co-producers of Innovation.
(1)(New Service Concept)(2)
(New Client Interface)(3)(New Service
Delivery System)(4)(Technological Options)


(Rob Bilderbeek, Pim Den Hertog, Gran Marklund, Lan Miles)

()

(ATM
)(
)()
()
()

()

()

(
) IT
( ATM)
IT
GPS ()
IT

ATM
Call Center()
Electronic Data Interchange(EDI)

()

(
)

(
)

()

()

IT IT

()ATMGPS
RFIDData MiningMIS

()

Bilderbeek 1998
(SI4S Synthesis Paper, 1998Services in Innovation: Knowledge
Intensive Business Services(KIBS) as Co-producers of innovation.,Rob
Bilderbeek, Pim den Hertog, Gran Marklund, Ian Miles)

()

1.

2.

3.

4.

()

104
Q&D

()

1.
()(
)

2.

3. (
)
()
4. 3C

5.
(
)

10

6. Q&D

7. ()

8. 104

11

GDP

(Service
innovation)

1999

1. 1999
(SBIR)

2. 2001

3. 2002 2008

4. 20032004 2010

12

5. 2004 4

(SBIR)
6. 2005
7. 2006

8. 2008

9.

10.

ITIS

13

()(
104 Q&D )

1.

2.
3. (1)(2)(3)(4)

4. e

5. (Kirkland) 10 20

1.
2.

3.

4.

14


1.
2. ()

3. ( 24 )

1. 3C

2. (
)

3.

1.
2. ( e
)
3. ()
4.

Q&D
1.

2.

3.

15


1.

2. (
)
3.
4. (
)

104
1.
2.

3.
4. (
) 104

16

COSTCO Wholesale1976
PRICE CLUB
COSTCO
1993 10 (PRICECOSTCO)
16 Wal-Mart SAM'S CLUB
1998 7 (COSTCO
Wholesale)
COSTCO 529 (2007 11
) 640 ( 2 )
5,400 COSTCO

1997 1999

1997 1
1999 7 2000 1 2005
1 () 2007 11

()
1.

17


2.

3.

4.

5.

6.
1

()
2006 9 2007 8
160 10~15%
35%
KIRKLAND 10% 20%
KIRKLAND KIRKLAND

() (1997 )

18

() (1997 )

1,200
83
1 15

Costco

1.

1,000
6
500
2.
18 ()

1,200

() (1997 )

(KIRKLAND)
KIRKLAND 10%
20%

19

()
1.

2.

()
1.

2.

()
1.
2.

3.

Costco

Bilderbeek
Bilderbeek

20

()

(obey the law) (take care of our

members)(take care of our employees)(respect

21

our vendors)

20~30%

()
1.

z
z Kirkland Singnature

2.

22


z
z
z
//

z
z
3.

4. POS
e

1983

POS IBM
IBM
IBM SurePOS 4694 (POS) SA
( Supermarket Application ) AS/400

23

 90%

4,000

4,000

()

(Collaborative Planning, Forecasting, and Replenishment

CPFR) CPFR Internet

24

()

83

15

25

1.

2.

3.

1976
z PRICE CLUB
1983
z COSTCO
1993 10
z (PRICECOSTCO)
1997 1
z

1998 7
z (COSTCO Wholesale)
1999 1
z
2000 1
z

26

2005 1
z
2007 11
z

1.
2. http://www.costco.com.tw
3. (2006)

4. (2007)
2007 2
14
http://www.tcfa.org.tw/asp/left_main.asp?act=anndetail&sn=9173344
&class=1
5. (2007) 4

http://blog.padaa.com/ctedu/archive/2007/09/17/897.html
6. IBM TAIWAN
Costco IBM POS

http://www-07.ibm.com/tw/gsmb/g/solution/industry/costco.html

27

1989

1991 10

1993 12 23
84 1996
10 23 1997 11 8 A11
1998
500 21
2000

2002 A8 6

1997
A11 A8A9
2005 9 30 A4

2007 4

20

28

1998
500 2002 1
2002 2003
2004

3000 72 5
2007

A11A8A9A4

13

2001
8 28 (8365)
200 30%
140 2006 600
6.6

2002 2006

2002 2003 2004 2005 2006 2007 06/30

40,608,255 45,433,124 54,741,868 61,129,664 59,664,114 26,426,743

3,166,766 3,164,595 4,887,529 5,207,196 5,007,231
/

29

2,337,576


() Happy New Life
(1989 )
1989

Happy New Life

( )
(1991 )
1991

30

1991

2007 11 11

() (1997 )

1991
2000
2002 1997 2005

() (1993 )

31

 1993

2004

AB
A

2000
All-In-One

spa

()
(2002 )

1997 A11

A11
NEO19
2002 A8 A11

A8 A11 A9

32


2003 A9 A11
A9
1F
CHANELGUCCICOACH B2F

2005 A4

()
(1997 )

1997 A11

Bilderbeek
Bilderbeek

33

1.

1.

2.

2.

3.

POS

1.

2.

1989

Happy New Life

34

()

500
SOGO
1.
TWSE2903

1977 1967
88
13
FE21'FE21' Mega

()
CIS
CIS
FE21
FE21
FE21

FE21

FE21

10 2

35

2. SOGO
SOGO
SOGO
1987 11 2007
SOGO101
8
2008
SOGO
SOGO SOGO
18

10
SOGO
1992 3 12 SOGO
1995 11 11

()
1.

2005 9 A4

36

2.

Happy New Life

3.

A11 A8A9A4
NEO19 101

4.

37

5.

SOGO

DM

()
1991

2007 8

10

()

38

PRINTEMPS
TAKASHI-MAYA

()

2009

A9 A4 A8
A11

39


Bilderbeek

Happy New Life

40


1989
z

1990 10
z
1993 12 23
z
1995
z
1996 10 23
z
1997 11 8
z A11
1998
z
z 500 21
2000
z
2002
z A8

2003

z A9
2004
z 500
12

41

2005 9 30
z A4
2007 4
z

1.
2. http://www.skm.com.tw/
3. 500 104
http://www.104.com.tw/ground/index.cfm
4. http://www.feg.com.tw/
5. SOGO
http://www.sogo.com.tw/NEWSOGO/homepage/index.asp

42

1989 3

1989 3 12

1991 9

1992
1999

43

1995 9

1996

44

1992

1993

///

28
1,200 10

1.

2.
3.

4.
5. SOGO

45

6.

()
(1989 )
1989

24

() (1991 )

() (1989 )

46

() (1990 )

1990 6 115

() (1996 )
1996

Bilderbeek
Bilderbeek

47

1.

2.

3. 24

1.

24
2.

1. ()
()24

2.

()

()

48

()

()

2007

()

()

()

49

()

()

()

()

()

50

24 (
)()

1989
z 3 ----

1990
z 9 2 10




1992
z 6
1993

51

z 8
1994
z 5

1995
z 5

z 11
1996
z 1
z 3 2F

z 6

z 8
z 10

1997
z 1

z 5

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52


z 11 600
2
4
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1998
z 8

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1,400

z 12

7F 300
1999
z 5

z 9 SOGO

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53

z 11

CD

3 -8

z 11

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170

2000

54

2001
z

2002
z

2003
z
2004
z

2005
z

11

12 5
2006

55

z 1 1 2500
101 Page One
7 5
3,000 30

(REITs)

1.
2. http://www.eslitebooks.com

56

1975
Intel

1985

MIS
1988

30

1995
2
1997
2003

Synnex Technology International Corporation

3C

57

 16 141

2006 (
) 1,423
4,088
3 1

270 IntelMicrosoftIBMHP
SeagateNokiaMotorolaSony Ericsson 5,000
1998 Nokia 2007 Nokia
Nokia
35

()
1.
2.
3.
4.
58

()
1.

* 2006

2.

59

 1997 Synnex (
17.54% Synnex 2006 60.64
( 1,975 )
2006

3.

2006

() (1988 )

60

() (1988 )
(1988
) MIS

MIS
160
(In-House-Sales)

()(
)()
()()
() MIS

() (1990 )
1990

1992

61

() (1997 )

CTO
1997
4

1999 2000
2002 30

Bilderbeek
Bilderbeek

62

()
z

()
z

63

z
z

()
z
z

z BEPAI(Booking and billing Expense

Profit Account Receivable Inventory )

z EMBA

3C

64

IC

BTOBuild to Order

1.

2.

65

3.

4.

3C

1988
z 2

z MIS
1989
z LEMEL
z 2,000

z
1990
z

1991
z

66


1992
z

1993
z
z
z

z LEMEL
1994
z ()

z
1995
z

1996
z 362

1997
z
z 3,000
z
1998
z
z

67


z
z

1999
z

30
z Compex
z Asia Money 50

z 100

2000
z 2
z
z

2001
z 7,300
1.3
z 5,200

68

z
3C
z

z (LSPLogistic Service Provider)

z 15 Windows
Windows Embedded Partner Gold Program
2002
z 2,700
z
z 120

z 950
120 ICPInternet Content Provider

z 840
56% 20,000
34
z
z 2001 500
8
z IT 4
2003
z CTO

69

z 1,000 1,082
z 47% 40%
z 137 44% 23

z Interbrand

z Accenture

z
z Asiamoney
3
z IT 56
z 2002 //IC

2004
z 2003 1,000
36
z 2003 500
7
z
z BRW 50 Companies with Good Asset Use
20
z BRW 2002 1,000
596
2005
z Interbrand
8 2
z

70

2006
z E
z

z Interbrand
11
z
z 2005 500 7
z 2005 500 15
z
z

z IT 2

2007
z 2006 500 7
z 2006 1,000 73
1
z Interbrand
11

1.
2. http://www.synnex.com.tw/
3. (2008)

2008 1 14
http://wastimes.hinet.net/times/article.html?newsid=1301894&option=i

71

nfotech
4. (2000) 3C

5. (1999) 310
1999 8
6. 2006
7. 2006 9 12
8. (2006)3%

72

Federal Express( ) FedEx

Corporation GDP()
24 48
FedEx

220
320 50,000 671
41,000 FedEx Ship Manager at fedex.com
FedEx Ship Manager Software

Frederick W. Smith 1971

Frederick W.
Smith2006 322 2940 2007

()
1971

1978

73

1998 FDX
Corp. FedEx Corp.
Federal Express FedEx
ExpressRPS FedEx GroundFedEx Custom
Critical Roberts Express Caliber Logistics Caliber
Technology FedEx Global Logistics
FedEx
Corporate Services (FedEx Services)
FedEx Corp. FedEx Express

FedEx Ground

FedEx

()

80
FedEx

Federal Express 80
1989 40
(Flying Tigers)FedEx 21

74

FedEx 1992

FedEx
FedEx 1995
FedEx 1996
3 FedEx
10
FedEx 1995 9
FedEx Asia One

18
Federal Express 32
8,600

()
1990
16

1993 MLPU()

1995

75


1997 (FedEx)
(hub strategy)
8,700 6,000

90%

100
(
)()
9 1 31
900

()
1.
200
12 3

2.
69 997
12 3

76

3.

4.

2 4

5. 8:00AM
8
5,000 1 2 (
) 68

() e (1979 )
e 1979
COSMOS(Customers, Operations and Services
Master Online System)

() (1986 )
1986
shipping label

77

() shipping label (1996 )

1996 shipping label

fedex.com FedEx Ship

Manager

() (1994 )
1994

() (1973 )

1973 70
1995
1997

() (1996 )

1996

78

() (1979 )

1979

Bilderbeek
Bilderbeek

79

1.
2001
:

2.
2004 24
Kinkos Kinkos FedEx Kinko's Office and Print

80

Services

3.
Kinkos

FedEx Kinko's Office and Print Services

400 FedEx Kinkos 24

FedEx Kinkos 10

2007 FedEx Kinkos

4.

1994

81

5.

1.

2.

DHL UPS

3.
local

4.

82

5.

Kinkos

1.
100%
DTW

2.

3.

4.

83

5.

5%~8%

(
)

84


1971
z
1973
z 389
14 186 25

1975
z
1977
z 727
1978
z FDX
1979
z COSMOS
,,
1981
z
1984
z Gelco Express International
1986
z SuperTracker ,

1989
z
1994
z Federal Express FedEx

85


1995
z

1996
z

1999
z fedex.com

2000
z FedEx Corporation
FedEx Express()FedEx Ground()
FedEx Global Logistics()FedEx Custom Critical(
) FedEx Services()
2001
z

2004
z 1200 Kinko's
FedEx Kinkos Office and Print Centers
2005
z
2006
z

86

1.
2. http://www.fedex.com
3. http://www.fedex.com/tw/
4. (2005)

Madan Birla(2005), FedEx Delivers: How the Worlds Leading

Shipping Company Keeps Innovating and Outperforming the
Competition, John Wiley & Sons, Inc.
5. (1998)FedEx

James C. Wetherbe(1996), The World On

Time:the 11 management principles that made FedEx an overnight
sensation, Knowledge Exchange .

87

Q&D

Queen & Daddy Jewelry Auction House(Q&D JAH)

Weca WangBebe Tung 2001 12
GIA G..G.

Q&D JAH

GIA

Q&D JAH Q&D JAH

Q&D JAH Q&D
Q&D JAH 2004
Q&D
Queen & Daddy
2005 2006 7
Queen & Daddy 11 Queen &
Daddy

Q&D
JAH

Q&D JAH
2007 1500

88


Q&D JAH
7~8

Q&D JAH

Q&D JAH YahooPChome Online

Yahoo
Queen & Daddy
(http://tw.user.bid.yahoo.com/tw/show/auctions?userID=weca_qd&u=:weca_qd)
Queen & Daddy
(http://tw.user.bid.yahoo.com/tw/show/auctions?userID=wecatiso&u=:wecatiso)
2007 10 370 140
236 557
100.00%
PChome Online Queen & Daddy

http://store.pchome.com.tw/queendaddy/
K 10 296
6 100.0 %
Q&D JAH 2006 7 Queen &

Daddyhttp://www.wretch.cc/blog/wecatiso

Queen & Daddy

http://www.queendaddy.com/index.php 2006 11
Q&D JAH
Q&D JAH 2004
55 Q&D

89


Q&D

() (2001 )
Q&D JAH

E-mail

Q&D JAH
Q&D JAH

Q&D JAH

Q&D
7 3

()

Q&D JAH
Q&D

Art Deco

90

GIA

()
(2001 )
Queen & Daddy GIA

50
Q&D JAH
0.50

Q&D JAH

() (2001 )

Q&D JAH

DMQ&D JAH Q&D JAH

Q&D

() (2001 )
Q&D JAH

91

Q&D JAH

() (2001 )
1.

2.

3.

12

4.

5.

6.

Q&D 2001

92

Bilderbeek
Bilderbeek Q&D

1.

2.

3.
4.

1. 7

2.

1.

2.

Q&D

Q&D JAH Queen & Daddy

Queen

King

King
Daddy
Q&D
Q&D
Q&D

93


Q&D
JAHQ&D
Q&D JAH

Q&D JAH

Q&D JAH

Q&D JAH Q&D JAH

Q&D JAH

()

YahooPChome Online

GOHAPPYETMall

94

Q&D JAH

()
MIC 2007

80%
50%

Q&D JAH Yahoo

Q&DQ&D
http://www.queendaddy.com/index.php

YahooPchome

Q&D
Q&D Q&D 2006
Q&D JAH

Q&D JAH Q&D

Yahoo
Pchome Q&D
Q&D JAH

95

Q&D

Q&D
JAH

Q&D
7 3
1~1.5 Q&D

Q&D JAH

Q&D

()
MIC, Market
IntelligenceCenter2007
1855 2008 2530 36.4%
MIC 2007 1855
B2C 1000 1080
C2C 774
31% 50%

96

 2006 MIC 2006

MIC 2007 B2C 1438 783
MIC

()
2005 739 2006
1295 2007 9 1154

MIC 35%
2007
3.1%2008 3.6%
6% 8%

Q&D JAH
Q&D

GIA

Q&D

()
MIC
2005

97

 33.5%2006 13.9%

2007

58% 11%

MIC

2001 Q&D
JAH2004

Q&D JAH
Yahoo
2006

2007

MIC 2008

98

 2000 B2C 1401

C2C 1145 29.4%
47% 2004 2007
47%
Q&D JAH Queen & Daddy

Bilderbeek Q&D JAH

Q&D JAH

Q&D JAH
Q&D JAH

Q&D JAH

99

Q&D

Q&D
2001
z Q&D JAH

2002
z Q&D
JAH Q&D JAH Q&D
JAH
Q&D
Q&D JAH
2004
z Q&D
2005
z Q&D

Q&D
Q&D JAH
z

2006 7
z Queen & Daddy

100

2006 11
z
Queen & Daddy

1.
2. Yahoo Queen & Daddy
http://tw.user.bid.yahoo.com/tw/show/auctions?userID=weca_qd&
u=:weca_qd
3. .PChome Online Queen & Daddy
http://store.pchome.com.tw/queendaddy/
4. Queen & Daddyhttp://www.queendaddy.com/index.php
5. (MIC, Market
Intelligence Center)http://mic.iii.org.tw/
6. (2007)
3
2007
9 19
7. (2007)
QD
B2
2007 9 1
8. (2007)
QD
2007
7 15
9. (2007)
1009
10. (2007)Cheers
77

101

1989 11 21
10 6 1

40
309
2,400~2,500 2,000
1,846 5
4~5

2006 30

2006 2005 2.26

OT

2000

102


BOT

2006

2002 2008 2007

2006
6.67 6.38% 2007
6.8
2005

2006 2.41 3.55

2007 6~7% 2007
2.6 3.8
2006
37~38% 36~37%

75% 25%

103

 40~45%
2007

6 2007 7

OT

900

20
12%

31

104

 BOT
2006 2006
4,000
9.85 2000
48.84%2006
4 2006
94 10.5% 176.8
236

2007

2006 8 2007
10

2000 2.5

() (2002 )
2002

105

() (2000 )
2000

() (1989 )
1989

() (2002 )
2002 7 1

() (2002 )

() (1992 )
1992

106

Bilderbeek
Bilderbeek

1.

2.
3.

4.

1.

2.

1.

2.

3.

()
1.
A.

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107

a.

b. e
c.
2.
A
B.
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3.
A
B.
C.
4.
A BOT OT
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C.

()
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A.
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C.
2.
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C.

108

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A
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C. BOT BOT

4.
A. BOT OT

B. BOT OT

C.

()

()

109

()
1.
17,000

2.
2000

3.
1995 5 1 12

6,000 10%

4.
2000 2001 6 1
2002
(WTO)

5.
2000 2
2002 1

110

 2002 9

()
1.

2.

3.

4.
WTO

111

(
)

1989
z 10,000

112

1992
z
z
1993
z 150,000 160,000
1994
z
z
z 8
1995
z 5
z 12 25
1996
z 3 31,000 196,000
z 4 25
1997
z 60,000
z 60,000 196,000
z
1998
z
z 104,000 300,000
1999
z
z
z 50,000 15,000
45,000 410,000

113

2000
z 2 1
z ()
2001
z 10,250 22,550
442,800
z 77,496 79,704
600,000
2002
z 1 1
z
7 1

z 126,000 726,000

z 9 16
2003
z 92 6 17
z 145,200 871,200

2005
z
2006
z
2007
z

114


1.
2.
http://www.hiwayshopping.com.tw/main_2_2.php
3. http://www.nanrenhu.com.tw/
4.
5. (2006)

2006
7 6

115

104

104

1996 2 1 104

104 (104 Corp.) 1996 2

104
104
104 104 104

104 104 104 104 104

104 2007
104
e-Oscar 2000

2000

200020022003 2000
-
e-21 20012004
2006
104 298
104
104 2007 10 380

116

14 6 104

(3130)2007 10 8
2007 9 8 8
9.00% 19 8 1
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2007 2006
9

88,436

2006

2007

2006

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813,342

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81,135

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2002 2006

2002

2003

79,765
143,951
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2004

2005

2006

249,640

296,619

306,802

104 2007 10
1.380.6
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4.2.1
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117


() (1996 )
104 1996 2

104

1994
1996
2 104

() (1996 )

104 1996

1.
2.
3.
4.

118

5.

104

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Bilderbeek, R., Den Hertog, P., Marklund, G. and Miles, I. (1998), Services
in Innovation: Knowledge Intensive Business Services(KIBS) as
Co-producers of Innovation, Report of SI4S project, Step Group.
Den Hertog, P. and Bilderbeek, R. (1999), Conceptualising Service
Innovation and Service Innovation Patterns, Thematic essay within the
framework of the Research Programme Strategic Information Provision
on Innovation and Services (SIID) for the Ministry of Economic
Affairs, Directorate for General Technology Policy.
IBM TAIWAN
Costco IBM POS

http://www-07.ibm.com/tw/gsmb/g/solution/industry/costco.html
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(2007)

1009
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6
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147

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(2007) 4

http://blog.padaa.com/ctedu/archive/2007/09/17/897.html
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(2007)Cheers
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(2006)

(1998)FedEx

James C. Wetherbe(1996), The World On

Time:the 11 management principles that made FedEx an overnight
sensation, Knowledge Exchange .
(2006)3%
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(2006)
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