Most studies about customer satisfaction and word-of-mouth communication were discussed how customer satisfaction brought word-of-mouth communication. And to word-of-mouth communication, researches were referring to the motive of word-of-mouth communication, how word-of-mouth communication been measured, or the impact to the customer decision behavior. However, we missed a critical factor that might change the whole story - word-of-mouth cognitive difference. For it is possible that the factor switch a casual loop from a negative loop to a positive one. This study using System Dynamics is adept in dealing with issues like dynamics complexities, casual feedback, time delay, taking the word-of-mouth cognitive difference as a factor in the case model. Moreover, simulate the variety of word-of-mouth cognitive difference in different scenario. The result indicates under the structure of this case, high expected word-of-mouth cognitive makes positive word-of-mouth into negative. That means while a person has higher expected to a word-of-mouth, it might leads him expect higher service satisfaction. Once it failed, the situation turnover. Nevertheless, it should be over concerned the actual simulations are not so conspicuous. The appropriate speaking is under the influence of word-of-mouth cognitive difference, shows the pattern of word-of-mouth cognitive acts on customer satisfaction.

營運和六萬多員工權益補償, 而民營化為政府既定政策, 以及不可避免的趨勢。本研究乃針對員工對民營化後權益補償之認知; 而此應得認知與與實際補償之認知之間差距, 會影響人們之工作態度或行為改變。這些態度如工作滿足以及動機行為如離職、缺勤和故意遲到、早退等行為, 一直為組織行為學者所興趣研究之問題, 因此本研究冀望在理論及實証上, 能有所貢獻。本研究針對正進行民營化之中華工程公司之正式員工( 約2260人)進行隨機系統抽樣之問卷調查, 得到有效問卷 144份, 並以相關分析以及複迴歸等統計方法, 而所得主要結論如下: 1.年資、教育程度、內外控人格與應得認知之間無顯著之相關。 2.年資、教育程度與認知差距為無顯著相關,內外控人格與認知差距之間有顯著之負相關。 3.年資、內外控人格與總缺勤數呈顯著負相關,而教育程度與總缺勤數足呈顯著正相關。 4.年資、教育程度、內外控人格雖與總缺勤數呈相關,但三者不能以配對及整體之一組作預測。 5.年資、內外控人格與總缺勤數成負相關, 教育程度與總缺勤數成正相關 , 即此結論與學者對此三項變項與工作滿足之關係之研究結果相符合。 6.工作角色清楚性各構面中, 工作內容及工作進度對應得認知有顯著正相關; 工作職掌、工作內容及工作進度皆與實得認知及重要性有顯著正相關; 整體而言, 工作角色清楚性與應得認知、實得認知及重要性之間呈顯著正相關。 7.工作進度之清楚性與認知差距呈顯著正相關。 8.長期雇用制度認同各構面, 皆與實得認知呈顯著正相關。 9.以實得認知而言, 工作角色清楚性對實得認知之解釋力略低於長期雇用制度認同之解釋力, 而長期雇用制度認同之構面「提供教育訓練機會」有顯著之影響。 10.認知差距之構面─退休制度、休假、員工入股與請事假日數有顯著正相關。 11.因公撫卹之認知差距與請病假日數為顯著負相關; 而退休制度之認知差距與請病假日數為顯著正相關。 12.職位與認知差距有顯著正相關。