Online music has become an important commercial possibility in the music industry. However, according to the marketing research of Market Intelligence & Consulting Institute on 2009, there¡¦re only 17.6% of those web users willing to pay for online music. Hurley and Estelami (1998) mentioned that the service quality will affect the customer satisfaction. Superior service quality will have a positive effect on customer satisfaction, and proceed to affect the customer¡¦s repurchase intentions and behavior. In this research, we tried to find the relationship between service quality and customer satisfaction for online music. The main aspects of online service quality are informativeness, selection, portability, convenience, perceived enjoyment, and Idolization. In this research, we collected data of online music in Taiwan by conducting a survey on the Internet. It¡¦s found that selection, convenience, perceived enjoyment, and Idolization have a positive influence on customer satisfaction based on statistical analysis. Above all, the aspect of convenience is highly relative to customer satisfaction. As a result, the author suggests that online music should add more functions according to the four aspects mentioned above.

The Internet as a new media has two distinct and powerful advantages: interactivity and data collection. The emergence of Web2.0 has taken advantage of these characteristics to provide a powerful platform for sharing opinions and communication in virtual communities. However, successfully managing a virtual community is the same as managing a company. The most important thing is to maintain a good relationship with its customers and retain loyal customers. Much previous research has reported that maintaining a good relationship with customers can produce long-term benefits to the organization. The purpose of this research was to investigate whether customer relationship and loyalty can be affected by the perceived interactivity of a website. We developed a research model and conducted an online survey on eight representative websites to collect data. The results show that there is no direct positive influence between the interactivity of a website and customer loyalty. However, significant indirect relationships exist. That is, the perceived interactivity of a website can affect the relationship quality, which will in turn affects customer loyalty. Relationship quality has a mediating effect between website interactivity and customer loyalty.

Nowadays ERP system is crucial for management to improve internal process or SOP. The critical roles of ERP system are system user and MIS. This research is to discuss the main factors of MIS professional service quality based on IMP structures affecting user¡¦s satisfaction and behavior intention based on electronic manufacturing industry. A total 100 questionaries were filled out by system users and 76 were returned effectively. The data analysis goes to the conclusion as below. 1. The three dimensions ¡§social exchange¡¨¡B ¡§cooperation¡¨ and ¡§system quality¡¨ have significant effects on user satisfaction. 2. The two dimensions ¡§social exchange¡¨ and ¡§system quality¡¨ have significant effects on behavioral intention. The above conclusions are significant to the management as the following aspects. 1. Female user is willing to accept routine and paper work than male user. The satisfaction and behavior intention is also higher than male user. 2. The open and trust attitude between user, MIS and management is crucial to improve ERP system and internal process. 3. System quality and stability is key point for system user.

In order to enhance the enterprise¡¦s competiveness as well as to improve the business opportunities and enterprise¡¦s profit in the increasing competitive market, the effective control and utilization of the customers¡¦ relationship has become one of the most important core competences. Therefore, to successfully implement the customer relationship management (CRM) system has played an increasing important role for the enterprises. However, the foreign enterprises will need to deal with additional issues and challenges caused by different business process and culture difference since the customer relationship management (CRM) system is mainly designed and developed from the headquarter. As various factors such as human resources¡A financial capital and time will need to be considered while implementing the customer relationship management (CRM) system, the main purpose of the study is to identify the key success factors so that the limited resources can be allocated and utilized in the most effective manner. After the review of the related literature of CRM system, the study used X company as the example to assess the key factors of implementing CRM system at X company, competent imported to the X company involved in customer relationship management, and work in their fields of work for seven years or more, and his position as manager above the level, pick out a total of five experts interviewed in this study. And then used the Analytic Hierarchy Process (AHP) method to analyze those factors and determine the priority. The result will be helpful to improve the quality of the decision making and the performance of the implementing the CRM system at X company and will also be used as the reference for future development. Bases on the result of this study, it can be concluded that ¡§organization¡¨ is the most important aspect for X company to implement the CRM system. For the overall factors, the support from the top management, the level of the participation and acceptance of the organization and the provision of the correct, secure and stable information are the top three important factors. In addition, the analysis of organization; information; environment dimension weights, the most important of each dimension is the support from the top management, the level of the participation and acceptance of the organization and the provision of the correct, corporate professional competence. Keywords: Customer Relationship Management, Foreign Enterprise, AHP

Looking back the past and prospecting for the future, Taiwan¡¦s catering industry in the next 10 years will be facing stronger competitive threats including the stagnation of population growth, continuing increase of diverse caterings, rising costs and the moderation of the cross-strait relations. Encountering such outer changes, strengthening the core competencies and competitive advantages for satisfying the various customer demands and creating customer¡¦s value will be the only way to ensure the business stand in the position of not defeated. Restaurant industry is a kind of service industry; the service quality and customers¡¦ satisfaction are always the bases for its subsidence. This study aims to investigate effects of customers¡¦ perceived service quality, customers¡¦ satisfaction, and specific acts customers towards the restaurants. The statement provides the understanding of comprehensive perspectives of customers¡¦ sense, perception, service satisfaction and differences of demographic analysis. The quantitative method is adopted to realize the demographic influence on the customers¡¦ perceived service quality and satisfaction via the data collection of questionnaires. The analyzed data has proved that the customers¡¦ satisfaction and perceived service quality develops a positive influence of each other. It means that the better service quality perceived the higher customers¡¦ satisfaction received. ¡§Empathy, assurance and reliability¡¨ are the crucial elements of service quality. The factors for customers on different gender, at different restaurant location, by different number of diners and for different purposes of dinning can apparently impact on the outcome of customers¡¦ satisfactions. The key factors for increasing the catering competiveness rely on the ¡§service quality¡¨ and providing catering workers with trainings and cultivation on the realization of ¡§assurance, reliability and empathy¡¨. From the viewpoint of service quality and customers¡¦ satisfaction, the first-line service personnel usually play an important role for satisfying customers¡¦ needs, and their performance will significantly lead to the overall satisfaction and influence on the restaurant as well as the company.

Recently, the new type department stores are increasing rapidly. The competition among department stores is getting intensified. In early days, department stores usually competed with others by giving customers some discount or sending them gifts. However, the result of price war is that businesses are hard to raise their profits. This study analyzes consumer behavior by investigating the relation between store image and customer value, researching the correlation between customer value and price sensitivity and understanding the interference effects of demographics and lift style to test whether department stores can boost customer value by improving the store image and then decrease price sensitivity. This study adopts structural questionnaire to survey, Pearson Correlation Analysis and Canonical Correlation Analysis to analyze the relation between store image and customer value and research the correlation between customer value and price sensitivity, and Multiple Regression to investigate the mediating effects of customer value. Besides, in order to analyze the interference effects of demographics and lift style, this study chooses the Multivariate Analysis of Variance as testing tools to test these two variables. To understand what is the most important way for improving store image which can raise more customer values and what customer value was rose can boost more price tolerance, this study chooses the same sample, the same demographics or the same life style, to rebuild regression formulas, and identify the influence by observing the forecast variables and their coefficients. This study finds that if we choose different samples, including different ages, educational levels and lift styles, to build regression formula, the forecast variables and their coefficients would change. That is to say, if we want to increase price tolerance by raising customer value, we have to adopt different ways to different groups. In the same way, if businesses would like to raise costumer value by improving store images, they have to adopt different ways to different groups. If businesses adopt right way, they can let customer feel having more customer values so that customers can endure higher price and then reach the goal decreasing price sensitivity.

Rapid economy development makes the borders between nationals more and more unclear and trends of more and more foreign specialist working in Taiwan. Undoubtedly, they should have the needs of business trip¡Bvacation and getting back hometown.. Meanwhile, Waves of island-wide learning English spread all cities and towns in Taiwan, so many English cram schools hire plenty of foreign English teachers. And this is a new¡Bundeveloped potential market. Therefore, the thesis employed a single case study & interviews to explore how the increasing market develop and try to figure out how a small travel agent in a rich-market targeted the segmented ¡§foreign specialist¡¨ maintain his competitive advantages and summarized and concluded the key successful factors as the followings: 1. Professional schedule arrangement. Majority of foreign specialists in Taiwan have higher social status no matter they are for business or personal trips. Price is no so important for them to choose a good travel agent instead of service professions. 2. High customerized demands¡GThe schedule of foreigners often involves complex arrangement among different cities or countries. Usually, the preplanned schedules cannot meet the complicated requirement. Hence, It would greatly influence on customer satisfactions to provide the services, which meets the customers¡¦ requirements. 3. Customer¡¦s benefit orientation. Delicate services involves many aspects including professions¡Bcustomerization and so on. Besides, a customer-oriented agent should treat their customers as family to increase the re-purchasement. 4. Quick crisis responses. If a travel agent can provide quick responses when their foreign customers in trouble. Therefore, the abilities of crisis responses will be determinate when the foreigners choose a travel agent.

Organizational citizenship behavior¡]Smith, Organ, & Near, 1983¡^refers to discretionary behaviors that benefit the organization but are not formally rewarded or appraised. Previous research has traditionally identified employee perceptions of justice or equity, and trust with the organization as determinants¡]Motowidlo & Van Scotter, 1994; Organ & Konovsky, 1989¡^, but this conceptualization has been focused on employee¡¦s behaviors¡]Orr, Sackett, & Mercer, 1989; Podsakoff, Aheame, & Mackenzie 1997¡^. This study develops a new concept as an important variable, customer citizenship behavior(CCB), underlying logistics industry in Taiwan, to further the understanding of citizenship behaviors. It is important to study because it affects organizational performance. And, with the growing importance of Customer Relationship Management(CRM), the relationship between the business context and CCB has not been addressed. The business context is defined to include: organizational justice, trust in business teams, and satisfaction with the other customer service relationships. Hypotheses are developed linking these aspects of the business context to CCB.The main purpose of this research is to investigate the relationships between organizational justice, trust and CCB and indirect effects as the mediated variable¡¨trust¡¨between organizational justice and CCB.Those relationships could be examined through questionnaire survey method. The main findings of the empirical study are as follows¡G 1. Organizational justice holds the positive relationship toward CCB 2. Organizational justice holds the positive relationship toward Trust 3. Trust holds the positive relationship toward CCB 4. Trust holds the significant indirect effects between organizational justice and CCB 5. Personal attributes holds the significant influence toward CCB

The telecom fixed line licenses were ratified and promulgated in March 2000, having made the telecom market in Taiwan step into a free competitive era. The telecom market was opened, and the market competition has become drastic.¡@Therefore, the service offered must be good and customer-oriented so as to raise customers¡¦satisfaction, to increase the Mobile Telecommunications market share percentage and to guarantee that Chunghwa Telecom can be sustainable. This research refers mainly to the ¡§SERVQUAL¡¨ concept mode presented in 1988 by Profs. Parasuraman, Zeitheml & Berry of Cambridge University in England. It adopts SPSS software as the tool in analyzing data based upon the Mobile Telecommunications customers in large Kaohsiung Area to investigate. The goals of this study are as follows¡G 1.Whether there is any tremendous difference between customers¡¦ expectation and recognition of service standard. 2.Whether there is any difference between the expectation of customers and telecom employees in the Mobile Telecommunications service quality. 3.Whether there is any difference between the recognition of customers and telecom employees in the Mobile Telecommunications service quality. 4.Whether there is any tremendous influence of customers¡¦ demographic variable on Mobile Telecommunications service quality. 5.To research on the relationship: ¡§active concerns¡¨, ¡§rapid responses¡¨, ¡§tangible reality¡¨ and ¡§secured reliability¡¨. 6.To research on the relationship: ¡§Active concerns¡¨, ¡§rapid responses¡¨, ¡§tangible reality¡¨, ¡§secured reliability¡¨ and service quality. After this study analysis ,the conclusion is made as follows¡G 1.The service standard which the customer expects, has no obvious difference with that the employees thought the customer has expected. 2.The service standard which the customer recognizes, has tremendous difference with that the employees thought the customer has recognized. 3.The Mobile Telecommunications service standard which a customer expects has big difference with what the customer recognizes. 4.The analysis of customers¡¦ demographic variables on whole awareness of the Mobile Telecommunications service quality shows that among the five customers¡¦ demographic variables there is only the fourth item, ¡§professional variable¡¨ has apparent difference. 5.The ¡§active concerns¡¨, ¡§rapid responses¡¨, ¡§tangible reality¡¨ and ¡§secured reliability¡¨ are related significantly and positively . 6.The regression analysis shows that the ¡§rapid responses¡¨ and ¡§ active concerns¡¨ have influence to the service quality.

With the progress of science and technology and change of market demand, add it under the request for ' the basic telecommunication protocol ' (Basic Telecom Agreement ) of World Trade Organization (WTO ), requiring various countries to open their domestic telecommunication markets in the world, telecommunication industry liberalization , publicly-owned undertaking privatization have already been an inevitable result. So, there are open pressures outside , under the popular double strength catalysis of opening the demand inside, the speeds with open telecommunication industry of the countries all over the world are very fast. Chinese telecommunication Company finish privatization is already different from the past era that engage in without competition 2005, the telecommunication industry is facing so fierce market competition, no matter resource distribution , output are being made up or the scale is being adjusted, all face the great challenge. In order to meet the market choosing the customer as the direction , are managing and must plan with the efficiency of management and " opening " valid management " actively ", just have a chance of struggle for existence. Research this serve for Chinese telecommunication firm network, use the materials to wrap up and hold analytic approach DEA way in place with a net, regard ' staff's number ' , ' the funds budget ' , ' the amount of the assets ' as and invest the key element. With ' customer count ' , is it is it count to inform to explain always , ' total obstacle count ' , as the key element of the output ' satisfaction ' another, collecting Chinese telecommunications from January of 2005 to March of 2006, privatization is during seven months from beginning to end, 27 , such as Taiwan , Penghu and Jinmen ,etc. operate obstacle of customer of the unit and explain and inform the materials, assess the service performance appeared of customer satisfaction while investing, via studying the income result, probe into privatization to the company's firm network communication service quality of Chinese telecommunication, the satisfaction experienced actually, and firm network communication serves the business efficiency between three middle and southern districts of the north of quality wholly, do a analysis discussion . This result of study is found: 1different areas and attribute customer group, to the service quality and satisfaction offered of Chinese telecommunication company, its consent level experiencing the degree actually has difference of showing, it is the most efficient with the center district among them, it is the south occupy time is the north again. 2under the circumstances that telecommunication liberalization operates continuously, the private telecommunication industry of our country person can be expected to shrink with the Chinese disparity of telecommunications gradually, and more efficient than before privatization after Chinese telecommunication privatization, and can be expected to be more efficient in the telecommunication market competition in the future. Propose improving the service item on negative appraisal actively, could maintain its competition advantage 3Participate in comparing and assess 27 decision units, at returns to scale not regular it is the for having 66% the above 0.8 in efficiency in unit in decision ,Taibei district , the pair not west efficiency for DMU 1 with, hit by Li, Tainan, Taitung decision unit of 5 pieces. 4 is shown that CRS (the regular returns to scale ) rises by 1% each time, SATIS (satisfaction ) is reduced by 0.14 by the result of study, have 1% statistics dominance (confidence level). 5 shown a person by the result of study to prove too , SATIS (satisfaction ) rises by 0.01, but does not have dominance . As the budget rises by 1%, SATIS (satisfaction ) rises by 0.01, does not also have dominance .