There are numerous 100% continuous casting process steel making plants planning to build in the coming years, and therefore competitions in-between are to be more severe. To be competitive in the future , the on-the-time-being steel making furnace plant must be agile and responsive to changing market, yet also able to operate efficiently. Customer Relationship Management (CRM) is necessary for the present enterprise to retain valuable customers and to acquire valuable potential customers rather than to merely achieve market share. In the data based marketing area, customer response model with characters of targeting and predicting customers is gradually important than the past. Further more, supply chain management (SCM) is another important competitive trend in industry, in which information is one of the active performance factors. The company of this case study has abundant transactions data and relies heavy on information communicating with customers. This study following the rule of CRM 10C model, gathering customers relationship data in the first place, distinguishing customers with customer¡¦s value and customer¡¦s response model, can hopefully extract customerized needs of implicit information sharing knowledge on the purpose of CRM by improving SCM efficiency. There are four distinct clusters from analyzing 414,651 customer¡¦s transaction data of two years which are ¡§The right Stuff¡¨ , ¡§ Fatal Attractions¡¨ ,¡¨Odd Couples¡¨ and ¡§Ghosts¡¨ , and clustering were verified by the ¡§K-means¡¨ method commonly used in Clustering analysis. By analyzing the questionaries collected from customers, subjected to the aspect of needs of information sharing levels, types , qualities and extents came out different cluster¡¦s needs vary in information levels, qualities and extents. As more study on information sharing and customer¡¦s loyalty, results of customer loyalty affected by information sharing were found and would be more dominant if trust is add in between information sharing and customer¡¦s purchasing will .

The Improvement Strategy of Kaohsiung Mayor¡¦s Mailbox via Internal Customer Orientation Abstract Under the circumstances of increasing citizen demands and active participation in civil affairs, to improve citizen satisfaction and service quality is the most important things for the government. Actually, whatever the convenient public services or policy vision, these policies products will have great effects on the real life of the public through government employees¡¦ services. In the process of policy output, government employees¡¦ attitude toward the policy will affect the policy performace, and then, leads to citizen satisfation and loyalty. To let the external customer feel satisfied must gratify the internal customer¡¦s desire first. That is to say, to offer good internal service quality to government employees will generate high loyalty to organization, and naturally, the internal customer will give the excellent service quality to external customer. Mayor¡¦s electronic mailbox is the visualization of ¡§the Electronic Government¡¨ or ¡§the Virtual Government¡¨. In addition to providing policy information, governmental service on line, and enhancing citizen participation in public affairs by network technology, it became the vital policy instrument to implement government commitments, and supplied the grievance solving, information sharing, and policy problems construction. This research will discuss the function of customer orientation and it¡¦s effectiveness to inside customer. It began with the present utilization of Mayor¡¦s mailbox, literature review, in-depth interview, questionnaire, and confirm the positive linkage among internal customer orientation, system management mechanism, e-service quality, and internal customer satisfaction. Data were analysed using exploratory and confirmatory factor analysis and structural equation model to test variables and constructs. Finally, this research will put forward a series of proposals, including a short, middle, and long-term improvement strategy for the reference of Kaohsiung city government.

The customer is the most important resource for enterprises. Fonvielle thought customer satisfaction is the essential element of success for a business to continue operating forever in the competitive market. Researches indicate obtaining a new customer costs about five times more than keeping existed ones. If a company can reduce the rate of losing customers 5%, then it can enhance the profit 25% to 85%. Therefore, in order to boost the profit, enterprises should strive for raising customer satisfaction and loyalty. In accommodating for the implementation of National Health Insurance and the rapid changes of the whole environment, the health care industry has started to emphasize on health care management to increase customer satisfaction and loyalty by strengthening service quality and service recovery. The criteria of customer satisfaction and loyalty have been verified in other industries; however, there are relatively less studies in health care field. This research used PZB¡uSERVQUAL scale¡vas the matrix of its service quality scale and the six constructs of Boshoff¡¦s satisfied factors of service recovery as its service recovery scale. The questions of customer satisfaction part came from Taiwan College of Healthcare Executives¡¦ THIS satisfaction survey toward outpatient services. Besides the concept about which patients¡¦ loyalty is a kind of behavioral intention broached by Peltier (1999), the consideration of financial factors was added when framing the questions of customer loyalty part. The structure of this research was constructed by discussing the relationship among service quality, service recovery, customer satisfaction, customer loyalty, and background information. The result of this research discovers that perceptive service quality has a positive relationship with customer satisfaction and customer loyalty. The factors of perceptive service quality can explain 58.1% variation of customer satisfaction and 41% variation of customer loyalty, which means perceptive service quality, has a significant influence on customer satisfaction and loyalty. The effect of perceptive service recovery on customer satisfaction and customer loyalty is also significant; the factors of perceptive service recovery can explain 38.1% variation of customer satisfaction and 38.2% variation of customer loyalty. Furthermore, the finding shows a positive relationship between customer satisfaction and customer loyalty themselves; the former can explain 35.9% variation of the latter.

As the consumer market grows vigorously in recent years, the warehouse clubs and hypermarkets that were at the end of channel have replaced wholesalers to become the leaders of the retailing market. Under this circumstance, competition among all retailers is more and more fierce. The retailers must not only emphasize on ¡§quantity¡¨ to control the prices, but also place the importance on ¡§quality¡¨ to attract all consumers. According to the statistical data of The Ministry of Economic Affairs, it could be concluded that whether retailing business or hypermarkets still grows positively in recent years. Therefore, there are more and more competitors entering the retailing business. How retailers maintain their own competitive advantages and avoid not eliminating through competition would be the greatest and most vital challenge for all retailers. This research regards hypermarket retailers as the main research object, probing into the correlation among customer perceived quality, customer satisfaction and store performance. By sending out questionnaires, this research did a survey to analyze the customer perceived product and service quality. Moreover, this research also made a study of the relationship between customer perceived quality and customer satisfaction, and the relationship between customer satisfaction and store performance. Through the real analysis, it could be concluded that product perceived quality has a positive influence on product satisfaction in the retailing business. If the retailers of hypermarket could promote the evaluation of product perceived quality, it would become a key factor to improve customer satisfaction. Also, Service perceived quality would influence service satisfaction positively. Workers in the retailing business should offer customers pleasing service and correct shopping information. These are the key factors to progress service satisfaction. As for the relationship between customer satisfaction and store performance, it might be affected by different characteristics and structure of customers. In other words, the relationship might be non-linear.

Abstract The competitive market in 21 century is full of uncertainty. The needs of customers change fast as time, location, age, and feelings. Customers lead market. Successful business in uncertain environment must respect, understand, satisfy, and master customers. Only when business do well in CRM, and then customers can shop goods again. And public praise not only reduce the cost of marketing to open up new customers but also gain sales and profits. The culture of customer-oriented is the premise of CRM. Understand customers¡¦ needs, meet them, provide good service and process, make sure the safety convenience of deals. Because customers are satisfied and have high loyalty, it can produce the beneficial result of CRM. Building HR effective management is from the business culture of customer-oriented in competitive age. And HRD is more important than assets. Information resource has become a part of life for people. Business managers should consider how to use information resource and technology ability well. Let these tools help employees provide better services to customers. By doing this we can increase sales profits, raise customer loyalty, and reduce business cost. The results of research are as follows¡G 1.HRM activities and the beneficial result of CRM have significant relation. 2.To HRM activities and the beneficial result of CRM, some parts of COC are mediators. 3.HRM activities and the culture establishing of customer-oriented have significant relation. 4.Technology skills¡Bculture of customer-oriented and CRM have moderator situation. 5.Information resource¡Bculture of customer-oriented and the beneficial result of CRM have moderator situation.

WiMAX is a new mobile technology which provides high bandwidth and VoIP service. Therefore, WiMAX will bring effects to 3G telecom market. It is important that 3G telecom how to face WiMAX effects and WiMAX telecom how to enter the telecom market. Because WiMAX does not operate popularly and literatures usually only compare technology between WiMAX and 3G, this research discusses pricing strategy of the WiMAX and 3G. This study discusses WiMAX and 3G based on MEC Model and Customer Differentiation Matrix, and uses price and platform of the MEC Model and customer valuation and customer need of the Customer Differentiation Matrix to discuss strategic position. This research uses case study to interview executive managers of the WiMAX and 3G telecoms. According to interview results and secondary data, this study concludes telecom strategic positions. These results: (1) voice service will become mass market; (2) mobile value-added service will become important strategy; (3) WiMAX telecom will enter telecom market quickly; (4) WiMAX is not only a competitive role but also a complementary role; (5) mobile telecom will become personalized service. This conclusion discusses WiMAX and 3G positions according to marketing strategy. The telecom market will create new pricing strategy due to market competition after WiMAX enters telecom market.

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.

With the high development of society and economy, the rising level of national education, and the awareness of consumer rights in Taiwan, consumers¡¦ demands for medical and health care is increasing. The role of consumers has transformed to actively select and require medical and health care. The implementation of the National Health Insurance leads to the role change of the medical provider from a price maker to a price receiver, which benefits hospitals with mass product and cost control. Therefore, price-drive medical consumers become quality¡Vdriven ones, which benefits hospitals with good faculty, facilities and service. Nowadays, the hospital business environment is becoming more and more competitive. It is vital not only for hospital substantial business to create customer value of service and quality but also for hospital competitiveness to satisfy customer needs. The business strategy of hospitals is to greatly strengthen internal management and actively seek for the interaction with the external environment to keep survival and growth. Besides, hospitals apply CRM in order to attract new customers, retain old customers and to increase the profits of the customer contribution. Because of the limit of cost and budget tight policy, large hospitals are increasing their scale and the limited resource /number of customers. In this case, it is necessary for hospital¡¦s business strategy to focus on both quality and cost effectiveness. Hospitals build the tight relationship with customers so that they are willing to be diagnosed. Thus, Customer Relationship Management is the core competitive advantage for hospitals. Nevertheless, hospitals are less willing to purchase extracorporeal shock wave lithotripsy machines for the sake of the tight finance budget. As far as medical device suppliers are concerned, they have to adopt BOT approach in order to maintain business growth. Regarding the medical service and cooperation model for renal calculus patients, we discover that it is the equipment suppliers that are responsible for CRM rather than hospitals establishment. The retention number and returning frequency is the key to the revenues of the equipment suppliers, which means the relationship between hospitals and suppliers are unbroken. Our research indicates that the business model of extracorporeal shock wave lithotripsy machine can apply the concept of CRM. The medical equipment business and medical organization develop the model of the patient service with the base; CRM, the core value: customers and the hospital vision. We construct the ¡§four wins¡¨ model for the hospital, the patient, the Health Insurance Bureau and the business with the decision-making strategy, customer service and IT application.

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

IKEA was founded in 1943 by Ingvar Kamprad and is currently retailing in 44 different countries around the globe. With the implementation of 25 year warranty the importance to validate the quality have increased to satisfy the customer. The aim of this thesis have therefore been to find out the critical factors for kitchen worktops through the expectations of the customers. In addition to this the product development process was investigated to gain an understanding on how IKEA deals with customer complaints today. The thesis was divided in four stages. First the customers’ expectations were investigated by using the survey research method. The formulations of the questions are of great importance in this research method so that the information needed can be gathered without confusion and irritation. The critical factors of the kitchen worktops were also located in this survey and are out of the customer point of view. After the survey was done and the critical factors identified a concept generation phase was started to analyze possible ways of solving the issues with the kitchen worktops. Three proposals of concepts was generated; improvement in quality, improvement in the information communicated by IKEA, and a combination of these two. These proposals were analyzed against each other, against the survey and against the possible concrete gains. When the proposals of concepts were completed a decision to investigate the product development process was made and suggestions on how these critical factors could be found earlier in the process were made. Lastly a proposal of a database system for categorizations of the customer complaints when it comes to different defects were made and proposed to IKEA. Out from the information received by the survey these proposals could be made and the conclusion that scratches and to some extent heat was the most critical flaws, which would be the thing to focus further on. The product development process could also be improved to make it possible to take notice of these critical flaws earlier in the process. To summarize the project was successful and IKEA was really happy with the results, and the extra tasks that were added to this thesis. The first problem description was to only find the customers’ expectations but to get something out of this we added the proposals and the attempt to change the product development process when it comes to kitchen worktops.