The purpose of this thesis is to investigate the applicability of Baxter and Matear's (2004) intangible relationship value (IRV) model in service industries. This model attempts to characterise the nature of the intangible relationship value that flows through a business-to-business buyer-seller relationship from the seller's perspective. However, the testing of that model has previously been restricted to the manufacturing sector (Baxter & Matear, 2004; Zhang, 2004). Considering the differences between the manufacturing and service sectors, it is necessary to examine the applicability of Baxter and Matear's IRV model in service industries. As a part of the examination of the model, a literature review was first performed; it concluded that the IRV model has potential to be applied in service industries.As a second step in the examination of the model's applicability, based on the data collected from 82 business service and consulting companies, an exploratory factor analysis found that the IRV in these companies was reflected in two dimensions: the human intangible relationship value and the structural intangible relationship value. The human intangible value was in turn reflected in three dimensions: competence, attitude, and intellectual agility. The structural intangible value was likewise reflected in two dimensions: relationships, and renewal and development. In addition, this intangible relationship value in service industries was confirmed to be associated with the future financial performance of the relationship. These findings indicate that the broad structure of the Baxter and Matear (2004) model was replicated in the service industries surveyed. However, one contrast in the current study with that of the Baxter and Matear model is that this study did not identify the "organization" dimension.Although this thesis has made a clear contribution to the marketing literature and provided some suggestions to managers in service industries, it has a few shortcomings. For example it had a small sample size, and did not evaluate the influence of time on relationship value. There is also some uncertainty concerning the reason for the lack of identification of the sixth value dimension, organization, which was clearly identified in studies in the manufacturing sector. Therefore, the applicability of the Baxter and Matear (2004) IRV model in the service sector needs to be further researched.

Thesis (Ph. D.)--University of Missouri-Columbia, 2007. / The entire dissertation/thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file (which also appears in the research.pdf); a non-technical general description, or public abstract, appears in the public.pdf file. Title from title screen of research.pdf file (viewed on December 12, 2007) Vita. Includes bibliographical references.

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Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. A company would quickly lose business to competitors if under estimating the power of services. Therefore, the service management becomes more focus in foundry business. TSMC is the largest pure foundry service company with 50% of market share in foundry business. Customer partnership service is one of the core competences of TSMC. Long- term partnership is what TSMC treats customers and it¡¦s achieved by the win-win service strategy. There is a fewer paper to study the customer service in semiconductor foundry filed. This thesis is to study customer service strategy of TSMC. Why do chip design companies select TSMC as their major foundry source.

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The telecommunication business has been transformed in Sweden through the past few years. Previously telecom industry was under monopoly which has now been converted into more competitive market in which more competitors have entered and offering various alternatives of different kinds of services. TeliaSonera has been one of biggest telecommunication service providers in Sweden which is amalgamation between two big companies; Telia, a major Swedish company and Sonera which is Finish counterpart of Telia. Currently, TeliaSonera is offering various communication services to its customers such as Broadband, TV, Fix telephone connections and Mobile phone services. TeliaSonera is offering these services to both kinds of customers; i.e. business and residential customers.The purpose of this research project is to understand the telecom customers‟ switching behavior in detail by distinguishing between two different kinds of customer experiences which are active customers and passive customers, based on their specific characteristics and to learn to design a communication that is effective not only for one kind of customers‟ e.g. active customers but also for passive customers that have been found challenging regarding communication reception generally. By analyzing the outcomes, researchers would be able to demonstrate different features which need to be taken under consideration while communicating to each of these customers. The research has been carried out with an explorative research approach and qualitative interviewing with 13 students of Karlstad University in two parts. Through this research process, the researchers have built the understanding regarding what triggers influence the customers to switch and what kind of communication attracts them in order to make a decision about staying with current operator or switching to the new one. The theoretical framework is constructed on previous research on customer behavior, customer relationship management and contemporary written communication in the field of service management and marketing.The results of the research show that passive customers are more inclined towards the communication that focuses mainly on cheaper price options and they should be frequently communicated the cheaper options whereas active customers mainly search actively for the moreiiirich information therefore they should be communicated various innovative services and beneficial packages through social networking platforms and emailing newsletters. / LET-Project

The purpose of business is to pursue the growth of benefit. The organizations have to understand the perception of customer satisfaction concerning the products or services are meet to the customer¡¦s needs and wants, and / or to adjust or improve the operation process, even surpass customer¡¦s expectation. The development of Taiwan¡¦s industrial structure had stridden across agriculture and manufacturing sector to service sector in 20 century. The ISO series certification was the main stream of management in Taiwan in 1990s. In the free economic market that consumers ask for quality & satisfaction more and more. The certification body is a professional service firm. They have to compete with good audit quality and meet to the customer satisfaction. For continuous operation and enlarge the customer number that customer survey is the directly and usefully method to monitor and analysis. The objective of this study is to found out the development what one of the certification body in Taiwan who how to do the customer satisfaction oriented business. Through several variables such as perception quality¡Bexpectation¡Bimage¡Bvalue added to observe the change of customer satisfaction. The results of this study including that 1. The industry sector & size of customer did not significant influence the certification satisfaction. 2. The variables such as perception quality¡Bexpectation¡Bperception value¡Bimage¡Bvalue added were obvious influence the certification satisfaction. Among the variables, perception value¡Bimage¡Bexpectation were more important than others. As a customer oriented certification body shall focus on the audit quality and create audit value to the customer to increase value for money perception. Also the administrative process was one of the important issue when conduct audit such as advice notice and quick response of customer¡¦s request. Besides the management training & advisory not the main influence upon the certification satisfaction. Key words: certification¡Bcertification body¡Bcustomer satisfaction

As the pre-hospital emergency medical service experienced a series of interactions, so they should be well-managed to improve the needs of patients and the quality of pre-hospital EMS. Based on the approaches of service encounter, we can further understand and guide the performance of EMT and the reactions from patients. Especially besides the technical aspect, we expected that the quality of pre-hospital EMS and the evaluation made by general people will be also emphasized. We can see that partly EMS disputive events were happened because there are some communication problems between EMT and family members. And the communication problems were almost originated from the mutual mis -understanding and self-servicing biases. The anticipation and consciousness demand difference enlarges, causes to have the dispute. The research first carries on the important instance to investigate, collect 42 senior EMT from Kaohsiung city government fire department, to provide satisfaction events 31, not satisfactory events 23 carry on the nature analysis. The reasons of satisfy or dissatisfy includes: The service attitude, rescues the specialized skill, the communication ability, extra provides the service, coordinates the patient demand, rescues factor and so on equipment and rescue time. Then depends on the obtained each factor and the reference correlation literature discussion carries on the populace to ask the volume design, asks the volume revision and the test, the populace questionnaire survey and so on. Finally analyzes the populace to ask the volume adjusts the result, to have rescued the service contact experience each factor and the populace oral traditions response relations. The research arranges part-time workers carries on the street corner to ask the volume and the recycling, total sends out 1060, recycles 928, effectively asked volume 781, invalid ask volume 147. In view of 781 effectively asked the volume carries on a letter analysis using the SPSS software, the factor analysis, the t-test, variance statistical method and so on and regression analysis. Screens affects populace oral traditions to be supposed the multiple coefficient of correlation (correlative value) respectively is: Rescues the personnel the clothing correct manners discipline (0.236), the service attitude(0.254), the first aid technology (0.351), generally rescues the equipment (0.243), the specialty rescues the equipment (0.214) and the rescue time (0.261)and so on. After regression analysis, by factor forecast (first aid technology, specialized equipment, general equipment) oral traditions response result: R2¡@¡@¡×0.137, the F test reaches extremely reveals the standard. Conclusion¡GUnder the government limited expenditure, wants to enhance the populace positive oral traditions to respond that, first should strengthen rescues the personnel the first aid technology, purchases the specialized first aid equipment and the general equipment in turn.

For years, Taiwan Water Corporation (TWC) has been providing quality water to customers and improving the ratio of prevalence. However, with Taiwan¡¦s growth in economy and living-standard, it is becoming more and more difficult for TWC to provide satisfied water and to find clean water source. As a government owned business, TWC do not have to compete with any other competitor because of its monopolization. On the other hand, due to its social responsibility, TWC should work on providing quality water and continuously improving its service, the effort must be customer-orientated. In this paper, we survey the customer satisfaction of the TWC 7th branch. Several important findings as following: 1. In terms of physical outlay and the efficiency of service/construction, TWC has done a good job satisfying customers. Nevertheless, on the aspects of Assurance and Empathy, which affect customer satisfaction most seriously, TWC still has much to do. The improvement of outsourcing service, first-line employees, and quality of water are top tasks of TWC. 2. In general, customer satisfaction of Pingtung is better than which of Kaohsiung. When Kaohsiung customers require better quality of water, first-line employees¡¦ attitude, and water price, Pingtung customers ask for steadiness of water providing and the efficiency of construction in stead. 3. We strongly suggest TWC introduce quality activities such as QC Circle and other kinds of trainings. With the implication and emphasis of quality activities and customer satisfaction, could TWC strengthens service quality of its first-line employees, and turns its service process into customer-orientated. 4. Analysis points out outsourcing services are critical to TWC¡¦s customer satisfaction, especially the efficiency/safety of construction, accuracy/politeness of clerks, and the performance of outsourcing water purification station. TWC should make sure its policy and mission are executed perfectly.

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