碩士 / 長榮大學 / 醫務管理學系碩士班 / 104 / In recent years, patient more focus on service and quality of care, because the customer of consciousness is rise and the reputation of internet about medical market information is become transparent. However, there have highly intangibility and variability in the medical service. The medical institution can’t prevent service failures occur on course of medical services. Because the medical institution can’t control quality of service. If the medical institution can save customer’s complaints in time, it will make customer become satisfaction and take a positive of evaluation to the medical institution. Therefore, the study purpose is investigate the effect of service failures occur to service recovery on customer behavior in the medical institutions. And investigate the effect of relationship marketing to service recovery and customer behavior. This study is cross-sectional study. The methodology is the questionnaire. The object is more than 20 years old adults and can read the word. And use Quota Sampling of clinic and emergency for medical treatment quantity in Taiwan’s medical industry. It was issued 450 questionnaires, and recovered 405 questionnaires, the effective rate of 90%. Use Descriptive Dtatistics, Confirmatory Factor Analysis, Reliability and Validity Analysis, Correlation Analysis and Structural Equation Analysis to verify the hypothesis of this study. Result show that the service failure is positive affect of the service recovery. The service failure severity is higher, the service recovery will be higher. The service failure is positive affect of the customer behavior. When the service failure is higher, the customer behavior will be worse. And the service recovery is positive affect of the customer behavior. When the service recovery is higher, the customer behavior will be better. In addition, service failure will affect service recovery through the customer behavior. Finally, relationship marketing will weakened the customer behavior. Therefore, the results of this study will offer the medical institutions to understand customer awareness of service failure severity. And offer policy of the service recovery for the medical institutions. To reduce the service failure occurs, and recommend to maintain a good relationship with customer.

碩士 / 華梵大學 / 工業工程與經營資訊學系碩士班 / 102 / The purpose of this study is to analyze labor safety and health education training programs which were promoted by relevant contactors in the X company. Questionnaire design was based on literature review and related experimental results and experts’ opinions. Then, the study took labors of the relevant contactors as study objects for the implementation of the survey, obtaining 300 samples of valid questionnaires in total. Methods such as descriptive dtatistics, reliability analysis, factor analysis, independent -samples T test, one-way ANOVA, Pearson product-moment correlation were used to conduct a statistical analysis. The study obtained the results as follows: 1.Labors in the context of training attitudes and needs, personal needs have the highest scales, following leaning attitudes. 2.Labors in the context of education training, ability upgrades have the highest scales, following professional recognition while training satisfactions have the lowest scale. 3.Labors in the nature of education training, due to the differences in genders, ages and education levels they have obvious variances; as for marriage status, economical sources of a family, training or not, training frequencies and ways of training, they do not. 4.Labors in all the contexts between “training attitudes and needs” and “education training effectiveness,” they have a positive correlation, in which “professional recognition” has a high correlation as for training attitudes, needs and education training effectiveness.