In the consumer consciousness to surge upward, the product to weed through the old to bring forth the new unceasingly, under the market environment fast icissitude time, wants to maintain the customer loyalty to have all the more difficult tendency. Hence, how to maintain good relationship with customers to strength their willingness to frequent communicate with back has become very important. Therefore for various bank raises one's head in the competition intense environment, then with every effort develops each service, provides measures the financial service and the related product for the customer which the body subscribes does, hoped that can establish the long-time relations. Motivation of this research is to investigate correlations among customer relationship management, customer satisfaction, and customer loyalty from customers¡¦ point of view and through questionnaire to understand credit card holders¡¦ recognized feelings while interacting and communicating with the issued bank. The research targets are credit card holders live in Tai Chung city. The available sample size is 385, this research main analysis result is altogether as follows: First, the partial demographic variables are related to credit card holding situations. The results could be a reference for operator in planning for related marketing strategy Second, the partial demographic variables and credit card holding situations have significant differences to customer relationship management, customer satisfaction and customer loyalty. Third, There is positive relationship customer satisfaction and customer relationship. Customer satisfaction affects customer relationship, which means when customers recognize credit card issuing bank more then the relationship will show betters. Discovered according to this findings that the customer will relate the management truly to affect the customer loyalty, and the customer service, the interactive emotion, support processing and the technology will display these four construction surface are also the consumer take seriously.

This research aims to discuss the correlation between after-purchase satisfaction and repurchase intention of mobile phones. The amount of mobile phone users had reached to 20 million and the possession rate of mobile phones was over 90% in Taiwan in July 2005. Repurchasers, including replacing the used mobile phone and buying the second one, are primary consumers in the mobile phone markets. Therefore it is important for mobile phone producers to understand consumers¡¦ repurchase intention and repurchase behaviors. However, consumers¡¦ purchasing decision does not end at buying but continues to influence consumers by the products¡¦ performance. After purchasing mobile phones, consumers tend to determine whether the buying decisions are correct or not by the satisfaction of the products. The conclusions of this research are presented as follows, (1)On average, university students have purchased 2.43 mobile phones by signing contracts with mobile phone service providers. (2)Consumers¡¦ after-purchase satisfaction, perceived value satisfaction, and brand loyalty significantly differ from different brands. Nokia was ranked highest. (3)In attributes of mobile phone, only brands and service points are considered affecting after-purchase satisfaction. (4)Perceived value satisfaction is prominently correlated to repurchase intention. (5)In personal concerns, attributes of mobile phones not only affect the repurchase intention but also have moderation effects. The conclusions above are meaningful for management in the following aspects, (1)University students have strong purchasing power and change mobile phones frequently, so mobile phone producers should create customer databases and offer special discounts to original customers. (2)Mobile phone producers should add more effort in product design and conduct remarkable attributes to create customers¡¦ usage habits and then attain their brand loyalty.

The consuming environment in the 21st century has transformed itno a stage of experience economy, consumers pursue the products which can create wonderful memories more than the ones with high quality and efficiency. Also, their consuming behaviors transform from being ration-dominated to being ration-and-emotion-mutually dominated; further, consumers are fascinated with not only products or services but also the unforgettable consuming experiences. In this way, Schmitt(1999) proposed strategic experiential modules¡]SEMs¡^¡Xsense, feel, think, act and relate marketing to create the integral experiences for customers, and even stated that the employment of the concepts of experiential marketing has turned out to be a fashion in practice. This study adopted Starbucks to be the analyzing target. The main purpose is to examine the effectiveness of experiential marketing and to discuss the impacts of experiential marketing on customer loyalty; then the study added involvement, consumers¡¦ life styles, and centrality of visual product aesthetics to be the moderate variables, to examine the relation between experiential marketing and consumer loyalty. Based on these analyzing results, the companies can find out the most effective moderate variables to develop the marketing strategies, and even to build up the competitive advantage. This study put emphasis on those who consume in Starbucks recently, to implement the empirical investigation through the questionaire method, distributing 577 samples while the valid ones got 532 in total. This study analyzed the collected data through descriptive statisitic analysis, reliability analysis, factor analysis, cluster analysis, multiple regression analysis, one-way ANOVA and so on, to verify the hypothses of this study and to come out these results as follow. 1.The higher the consumers¡¦ integral experiential evaluations are, the higher the customer loyalty is; the consumers¡¦sense experiences, think experiences, act experiences and relate experiences even have positive influences on customer loyalty. 2.For consumers being with diverse levels of involvement, the consumer loyalty alters with their experiential evaluations. 3.For consumers being with diverse centrality of visual product aesthetics, the consumer loyalty fails to alter with their experiential evaluations. 4.For consumers being with diverse life styles, the consumer loyalty fails to alter with their experiential evaluations. 5.Consumers who have different life styles will own divergent centrality of visual product aesthetics.

An expected boom of local travel market is rising, as well as the stronger requirement of diversified travel information/resource services, when the government policy of the strait is improving and the constraints for the tourists from Mainland China will be official released. Some of the travel information/resources and the related behavior of end user on internet have been dramatically influenced by Web 2.0 concept, the service encounter on web has been substituted by the voluntary participation/sharing gradually. Hence, this research will study and measure the relationships and influences of travel information among information transmission and interaction of service, customer satisfaction,trust, and customer lifetime value which based on Web 2.0 technology for local commercial travel blogs. An online questionnaire survey has been applied for the users of local commercial travel blogs, and 635 effective samples have been received. The SEM(structural equation modeling) is adopted for analyze the collected datums with package software SPSS and AMOS for testing the path relationship of variables, parameter estimation and goodness of fit for our model. This research identified that direct relationship between technology infusion in service encounter and perceived service quality but customer satisfaction, nevertheless, the customer satisfaction by perceived service quality can not be affected directly by technology infusion in service encounter. Further, the perceived service quality related to customer satisfaction so as to trust. And, the technology infusion in service encounter can affect customer lifetime value by perceived service quality, customer satisfaction and trust indirectly.

The biggest problem facing the groups of performing and visual arts is that the revenue and expenditure are unbalanced for a long time. Most of the art groups must raise money from enterprises or seek governmental subsidies. However, limited subsidies make it difficult for the art groups to manage their operations. A fundamental way is to set up foundations and let the audience understand and be familiar with art through popularizing it. Furthermore, it is essential to expand the audience base and to keep a long-term relationship with the audience via application of a concept of marketing to art marketing. In marketing, the service quality of the marketers is significant because it can influence customers¡¦ satisfaction, trust and loyalty. With the support of the loyal audience, enterprises can survive and the art groups can have sustainable operations. In this piece of research, the research object is performing and visual arts. It considers how the variables of influence (namely, substantial service, professional knowledge, interactive strength, reciprocal disclosure, cooperative will and recovery of critical event) affect the relationship quality (satisfaction and trust) and customer loyalty. Based on the finding of the present study, we conclude the following points: 1. The service quality of the visual arts marketers is slightly more important than that of the performing arts. An analysis of the data on relative appreciation shows that the service industry for both performing and visual arts marketing is approximately the same. In terms of relationship quality and customer loyalty and with respect to satisfaction, trust and loyalty, visual arts is slightly important than the performing arts. 2. Performing arts: the variables of influence on relationship quality show an apparent positive correlation. Influential variables on satisfaction are ¡§recovery of critical event¡¨, ¡§interactive strength¡¨, and ¡§professional knowledge¡¨ in order; influential variables on trust are ¡§reciprocal disclosure¡¨, ¡§cooperative will¡¨, and ¡§professional knowledge¡¨ in order. Relationship quality and customer loyalty presents a positive correlation. As to ¡§satisfaction¡¨, there is noticeable influence on customer loyalty. Each variable presents a noticeable positive correlation to customer loyalty. ¡§Reciprocal disclosure¡¨ has apparent influence on customer loyalty whereas the others do not have. 3. Visual arts: the influence variables on relationship quality present an apparent positive correlation. The variables of influence on satisfaction are ¡§recovery of critical event¡¨, ¡§interactive strength¡¨, and ¡§substantial service¡¨ in order; the variables of influence on trust are ¡§reciprocal disclosure¡¨, ¡§cooperative will¡¨, and ¡§professional knowledge¡¨ in order. Relationship quality and customer loyalty presents a positive correlation. The relevant intensity of the visual arts is greater than that of the performing arts. ¡§Satisfaction¡¨ and ¡§trust¡¨ both have apparent influence on customer loyalty, and ¡§satisfaction¡¨ is greater than ¡§trust¡¨. Each variable presents a noticeable positive correlation with customer loyalty. ¡§Professional knowledge¡¨ and ¡§interactive strength¡¨ both have apparent influence on the customer loyalty whereas the others do not have. 4. There is a remarkable differentiation among the variables of influence on relationship quality and customer loyalty in the performing and visual arts. With respect to relational selling behavior, the most noticeable one between the performing and visual arts is that marketing of the performing arts focuses more on population or small group marketing whereas marketing of the visual arts focuses more on customized marketing as a result of high price of creation. There is a remarkable differentiation between the performing and visual arts pertaining to the influence variables on satisfaction. Moreover, apart from the variables on ¡§reciprocal disclosure¡¨ and ¡§cooperative will¡¨ showing a remarkable differentiation, the remaining variables of influence on trust show remarkable differentiation. Concerning performing and visual arts, relationship quality of customer loyalty has noticeable variability and the variables of influence on customer loyalty show a remarkable differentiation.

Since Taiwan joined the WTO in 2002, the market has been gradually deregulated because of the impact of globalization. Take the airfreights forwarding industry as an example, due to the low entry threshold in Taiwan, the foreign investors has been adjusting their business operating strategy by taking Taiwan as a pre-enter step before investing China¡¦s market. The foreign investors are capturing the Asia Pacific Region¡¦s market distinctly with their strong funds and globalized information platform, which severely threatens the local enterprise. Therefore, to adjust operating strategy, to position the market and to promote competitive ability become the crucial tasks for local airfrights forwarding industry. The key element for obtaining customer¡¦s satisfaction and loyalty is to improve our service quality. This research takes airfreight forwarding industry as an object to explore how service quality influences customer satisfaction and enhances customer loyalty, which will further make business more profitable and even more valuable. Collecting and analyzing the related documents construct the primary structure of this research. The hypotheses and questionnaires are analyzed through SPSS statistical methods- reliability analysis, canonical correlation analysis and stepwise multiple regression analysis. The research has demonstrated: 1.The service quality has positive influence on the customer satisfaction 2.The customer satisfaction has positive influence on the customer loyalty 3.The service quality has positive influence on the customer loyalty

Background: Nowadays with the very competitive business environment, it is essential for companies to gain loyal customers. Loyalty programs are one of the tools at the disposition of companies to attract and retain their customers. The relationship between customer loyalty and some socio-demographics factors have been a subject of researches but the specific relationship between socio-demographics factors and customer loyalty programs has not been studied yet. This study is going to try to fulfil this gap. Purpose: To study the influence of socio-demographic factors on customers’ expectations of their loyalty programs and on their loyalty. Research questions: 1. Which socio-demographic factors are influencing customers’ expectations of their loyalty programs? 2. Which socio-demographic factors are influencing program loyalty and company loyalty? Methodology: Quantitative research. Conclusion: It is possible to say that all socio-demographic factors studied have an influence on at least one of the expectations of customers concerning their loyalty programs and on their loyalty too. Those factors are then really important for a company to look at when they start a loyalty program or when they try to improve it.

In Chapter 1, I analyze a setting where a pair of retailers which sell unrelated products at the same location (e.g., a strip mall) compete with other retailers located at a different strip mall across town by jointly introducing a bundling discount while independently setting their respective stand-alone prices. Customers who shop from multiple strip malls rather than only one incur additional exogenous shopping costs. I first show that if each retailer chooses a bundling discount non-cooperatively, then the equilibrium bundling discounts will be zero. In contrast, pairs of firms located at the same strip mall always find it profitable to jointly offer positive bundling discounts in order to encourage customer loyalty. Moreover, I demonstrate as a comparative static that as the shopping costs increase, pairs of firms have less incentive to make joint bundling arrangements in equilibrium. If only one pair can introduce a bundling discount, in equilibrium while total industry profit rises, consumer surplus and welfare fall with the increase in shopping costs. When both pairs offer the bundling discounts, all consumers buy a bundle in equilibrium. Thus, the presence of a positive shopping cost does not affect any industry variables in equilibrium except stand-alone equilibrium prices which decrease with the shopping costs so that the standard Hotelling result extends to this case. In Chapter 2, I investigate the effects of shopping costs on the merger incentives of these unrelated retailers in the context of bundling. I demonstrate that contrary to one’s initial conjecture, pairs of firms do not merge to internalize the externalities created by shopping costs and bundling discounts. While consumers are better off with the merger outcome, consumer and total welfare fall significantly when firms stay independent in equilibrium. In Chapter 3, I analyze how legacy carriers and Southwest Airlines respond to the threat of AirTran Airways entry. My estimation results suggest that equilibrium prices of legacy carriers are on average lower in response to the threat of entry by AirTran as expected, whereas those of Southwest are on average higher. This robust result on AirTran and Southwest competition echoes the pricing behavior in the pharmaceutical industry where brand-name prices increase before and after generic entry. The incumbent low cost carrier Southwest, especially with the incapability to further lower its prices significantly, may still find it profitable to capitalize on its loyal price-inelastic (i.e., high-end) customers. Anticipating a definite price cut from AirTran, however, the high-end customers of legacy carriers may be more sensitive to price differentials offered by AirTran relative to the high-end customers of Southwest because of the size of the offer. Hence, legacy carriers, in contrast, simply reduce their prices in response to threat of AirTran entry to keep these valuable customers. / text

This research makes a case for treating an electronic commerce web site as a social actor and argues that LT-enabled support for personalization systems and virtual communities has a significant impact on the perceived communication characteristics of a web site. This research studied the impact of two communication characteristics - adaptiveness and connectivity of a web site. Adaptiveness indicates the extent to which a web site adapts itself to support the needs of its customers whereas connectivity refers to the ability of a web site to link potential customers with other visitors. Further, synthesizing research from communication, media choice and technology adoption literatures, this thesis proposes social presence as the experiential construct and perceived usefulness as the utilitarian construct that will mediate the relationship between communication characteristics of a medium and customer loyalty. A survey and a laboratory experiment were conducted to test the linkages proposed above. The survey showed that while adaptiveness impacted on both social presence and perceived usefulness, connectivity had an impact only on social presence and an insignificant impact on perceived usefulness. Social presence did not influence perceived usefulness while both social presence and perceived usefulness had a significant impact on customer loyalty. By filtering Amazon.com real-time, the lab experiment was conducted to specifically study the causal impact of a web site's support for personalization and virtual communities. Support for personalization had a strong impact on adaptiveness, whereas support for consumer reviews had strong effect on connectivity. Interestingly, support for personalization had a weaker, but significant effect on connectivity and support for consumer reviews had a similar effect on adaptiveness. Data from the experiment was also analyzed using mediation analyses as well as partial least square analysis to show that the general pattern of results observed were consistent across methods thus improving the confidence in the research model proposed. This research by proposing social presence as a crucial experiential predictor of customer loyalty has addressed an important gap that exists in our current understanding of web users' behavior. It also makes a key contribution by empirically showing that a web site's support for IT-enabled personalization and virtual communities do have a significant impact not only on the perceived communication characteristics, but also on customer loyalty through social presence and perceived usefulness.

Much research show that strategies of personalization aiming to meet customers' needs and behaviors are an important aspect to influence the competitiveness within an industry. However there is a gap of studies on how airlines use customer involvement for creating personalized strategies in the field of e-commerce while enhancing the competitive advantage. This study is aims to describe how airlines can create personalized e-commerce strategies by considering the customer involvement in order to enhance their competitiveness. In conjunction with this first assumption the study aims to demonstrate how airlines could increase their customer loyalty by implementing the concept of customer relationship management (CRM) within their e-commerce strategies. A theoretical framework has been developed derived from a review of the existing literature in order to describe how airlines can use personalization as a strategy in e-commerce to develop a competitive advantage.  A qualitative multiple-case study has been chosen for this study. Three companies have been studied within the European airline industry and have been led by a deductive approach which will aim to investigate the theoretical framework.The analysis of empirical findings revealed some relevant conclusions, which can bring value to the research area, and also to the practice. The main findings show that airlines are involving customers into their e-commerce strategies in various forms and different levels regarding a specific project. One of the major result of this thesis is that airlines seem to focus on point of contacts with customers external to the e-commerce platform.