In the service economy, service has dominated economic development. Service industries in the face of the incessant and changing competition, companies not only continuing to create advantages of marketing strategy, but also still need to "service innovation" to create sustainable service advantage. This study aimed to explore the service using innovative services impact study for the Ministry of Economic Affairs premises to promote "innovative service technology projects" The YH-based resorts use the RFID technology creating customer value. From the science service point of view (Service science, management and engineering, SSME), use the latest technology improve service efficiency and customer satisfaction that create greater profits leap. The theoretical development framework Hertog (2000) proposed the "Service Innovation Model" as the main core of this study architecture theory. The results can be observed from the case analysis, YH resort in response to the use of innovative technology, hardware and software for the organizations have done thoroughly improved, but the analysis also pointed that the extent of staff training and attention is relatively scarce, companies only technological innovation is insufficient, and to a management innovation can be technological innovation to achieve the desired efficiency. On the other hand the Empirical results that service innovation and customer satisfaction is positively related to significant, and this can provide that service innovation affect customer satisfaction.

Service quality is a crucial factor affecting customer satisfaction. The importance of service quality was recognized by Parasuraman et al.(1985) and improved in many studies. This research empirically investigates the feasibility of the six various restaurant outlets of the Grand Hi-Lai hotel in Kaohsiung using DINESERV, a 29-item instrument developed in 1995, hoping to explore the relationship between service quality and customers¡¦ satisfaction. A total 210 questionnaries were filled out by the customers of the restaurants and 153 were returned effectively. The data analysis goes to the conclusions presented as follows: (1) the experience of the service quality will positively impact its customers¡¦satisfaction, (2) the assurance and empathy of service quality has more power to influence the customers¡¦ satisfaction, This empirical study gives a guide to the managers of the restaurants that only the unique, surprising and touching service is the key to get customers¡¦ heart.

With the gradual decline in gross margin in OEM industry, the development of the brand has been seem as the key to improve revenue performance. Taiwan's industries mostly started from OEM industry, and facing increasingly fierce international competition in recent years, government and industry are also actively promoting the branding. This study takes Taiwan¡¦s notebook industry in 3C industry as the research object and study to explore the relationship between brand equity and purchase intentions and examine the factors that may affect the brand equity. This research uses consumer survey results of the statistical data analysis to explore what key elements should industry pay attention to when they are doing branding. The result shows that by enhancing brand equity, it will also enhance purchase intention. Better brand equity can be achieve by strengthen the brand image, brand trust and customer satisfaction. Moreover, the degree of loyalty will be affected by price and therefore it affects brand equity.

Due to globalization, international business competition has become keen in recent years. Enterprises have to face different challenges from all over the world, from inside Taiwan to the whole globe. Consequently, enterprises start to consider what management they can put into practice in order to increase organizational niche and improve business competitiveness and performance. Numerous theories and empirical studies suggested that the prime method to increase business competitiveness and performance is to connect management activities and strategies with customers. It can achieve remarkable success in business innovation and economy. Based on this, business philosophy nowadays turned into customer-oriented instead of cost or efficiency-oriented. There are lots of literature referring customer knowledge management and customer relationship management; most of them focus on the impact of these two factors on business performance. The linkage between knowledge management and customer relationship management are less discussed. As a matter of fact, customer knowledge management is the intervening variable when enterprises do customer relationship management, affecting the outcome of customer relationship management a lot. This study mainly aimed to to measure how customer knowledge management and customer satisfaction influence customer relationship management. On the other hand, the influence of customer satisfaction on customer knowledge management and customer relationship management are included as well. According to the analysis of literature and in-depth interview with the case company, the findings were as followed: 1.Customer knowledge management in software industry is beneficial for the predictability of the Customer relationship management. 2.The customer satisfaction is very important for software industry. Customer satisfaction is beneficial to enrich the intension of Customer knowledge management and maintain a good relationship with customers.

ABSTRACT The Relationship between Service Quality, Service Value, Customer Satisfaction, and Repurchase Intention- Example of Medical Cosmetology Clinic in Kaohsiung It is an essential task for managers of clinic to promote service quality, service value, patient satisfaction, and setup efficient marketing strategies to attract patients. From the view of repurchase intention, when patients have positive intention to purchase medical service, they will not only propagate for this clinic but also keep repurchasing medical services from that clinic. Therefore, it is important for clinics to keep patients¡¦ repurchase intention in mind to grasp their future. By sending questionnaires, this study surveyed patients of two medical cosmetology clinics in southern Taiwan randomly, with which the valid returned questionnaires are 314. The methodology of this study is structural equation model. By performing SEM, this study discusses the relationship between service quality, service value, customer satisfaction and repurchase intention. Besides, this study discusses the marketing programs to improve medical quality and upgrading patient satisfaction. This study suggests cosmetology medical clinic should endeavor in upgrading service quality, including reliability, assurance, and tangibility, responsibility and empathy. Thus would lead to the promoting of service value, satisfaction and repurchase intention. Therefore, repurchase intention leads to actual purchasing behavior. Finally, this study also does some managerial implications for managers of medical cosmetology clinics according to the analytic results.

The purpose of this study was to explore the relationship among service quality, brand image, customer relationship management, and customer satisfaction for ¡§T company¡¨ of semiconductor raw wafer agent. The differences of the above constructs in terms of official position, service department, and size and production categories were also evaluated. This study selected samples from the semiconductor industries and enterprises in Taiwan. Out of the 8 firms, 76 questionnaires were sent, 76 valid questionnaires were returned from 8 firms, resulting in a valid response rate of 100%. The statistic software SPSS were applied for the data analysis and major findings of this study were as follows: 1.The service quality in terms of ¡§tangibles¡¨, ¡§reliability¡¨, ¡§responsiveness¡¨,¡§empathy¡¨ and ¡§ total¡¨ had significant and positive effects on customer relationship management, brand image, and customer satisfaction. Moreover, the effect of the ¡§total¡¨ was the most significant one; on the contrary, the effect of the ¡§tangibles¡¨ was the least significant one. 2.The customer satisfaction of ¡§T company¡¨of semiconductor raw wafer agent had significant and positive effects on the customer relationship management and brand image. Among the customer relationship management and brand image, the former was more significant than the latter. 3. According to the results of diverseness analysis, there were no significant differences between service department, size and production categories and service quality, customer relationship management, brand image, and customer satisfaction. 4. Small-scale-size firms tended to have higher rate than large-scale-size firms on service quality, customer relationship management, brand image, andcustomer satisfaction.

Recent studies show that investing in higher American Customer Satisfaction Index (ACSI) score firms perform significantly positive abnormal returns over time. Moreover, prior researches indicate that government intervenes such as monetary policy and market condition influence stock returns significantly. However, no previous studies examine the performance of firms with high customer satisfaction during different monetary stance and different market states. This paper investigates relation between stock market valuation of customer satisfaction and changes in monetary policy and further examines that relation under different market states. This paper finds that forming portfolio on the basis of satisfaction data has the potential to generate valuable excess returns. Furthermore, the evidence of this study shows higher ACSI portfolio performs significantly positive return under all monetary stance and market state over time. Especially, in bad macroeconomic conditions, higher ACSI portfolio consistently generates abnormal return in restrictive monetary stances and bear markets, showing that higher ACSI portfolios can persistent beat the market under different monetary policy and market conditions. The evidence of this study concludes that customer-based metrics are valuable information when forming portfolios.

Existing papers have shown that innovation and consumer satisfaction influence the firm performance and stock returns; however, the related papers usually neglect the impacts of market status. This paper extends prior papers by considering the impacts of market status when exploring the relationship among innovation, consumer satisfaction, and firm performance. Empirical results show that in the bull markets innovation and consumer satisfaction do not significantly affect stock returns while in the bear markets stock returns are positively associated with the level of innovation and consumer satisfaction. These results suggest that managers should take market status into consideration when making marketing decisions.

The study aims to explore the service quality and the customer satisfaction of the public sector. Taking Pingtung Land Office as a case study example, applying the gaps model of service quality, the PZB model (Parasuraman, Zeithaml, and Berry, 1985), and the SERVPERF scale (Cronin and Taylor, 1992, 1994), the research draws from the method of Importance Performance Analysis (IPA, Martilla and James,1977) and develops the strategies for improving service quality and customer satisfaction. The result of the study indicates that the customer whose occupation is ¡§Housewife¡¨ or whose annual income is less than 300 thousand dollars may have lower customer perception of service quality on constructs of ¡§Reliability¡¨ and ¡§Tangibles¡¨. In addition, according to the result of the analysis of variance (ANOVA), the statistically significant regression effect proves that service quality is the antecedent of customer satisfaction (R2=57.1%). Therefore, the improvement of service quality may results, ceteris paribus, in the rise of customer satisfaction. The result of IPA also indicates that the improvement on the construct of ¡§Empathy¡¨ of service quality is the most urgent task. Finally, the study proposes suggestions as follows: the improvement of the construct of ¡§Empathy¡¨ can be achieved by providing ¡§situation simulation training¡¨, ¡§flexible office hours¡¨, and ¡§behavior incentives encouraging land office clerks to act spontaneously¡¨; the improvement of the construct of ¡§Reliability¡¨ can be achieved by encouraging ¡§Housewife¡¨ volunteering for service in the land office; the improvement of the construct of ¡§Tangibles¡¨ can be achieved by land office offering modern business equipment such as providing access to the Internet.

In this study, we examine how advertising and customer satisfaction affect a firm¡¦s systematic risk (£]-risk) under both the highly volatile and tranquil market. This study extends prior studies that primarily considered the effects of marketing initiatives on performance metrics, focusing on systematic risk under the highly volatile and tranquil market. We examine how advertising and customer satisfaction affect a firm¡¦s £]-risk under the two distinct markets. We develop a two-stage model procedure. First, each individual firm¡¦s £]-risk in the both markets is estimated by Fama-French-Carhart-Ang 5-factor model which includes implied volatility index (VIX) as an aggregate volatility factor, along with the estimators of maximum likelihood (MLE) under the Markov switching model. Second, to examine the impact of advertising and customer satisfaction on £]-risk, we estimate empirical models for the dataset of the two distinct markets by the generalized method of moments (GMM) and the quantile regression. The results significantly support our hypotheses that higher advertising and higher customer satisfaction lower a firm¡¦s £]-risk under the overall, highly volatile and tranquil markets from the standpoint of long run. Furthermore, we find an additional discovering that from the view of short term, adverting is negatively significant associated with £]-risk under the highly volatile market, while customer satisfaction is not. Customer satisfaction, however, is negatively significant associated with £]-risk under the tranquil market, while advertising is not.