The study focus on how customer satisfaction influence capital structure . Among lots of the theory of capital structure , if we reconsider the customer satisfaction ,we would explain the theory of capital structure deeply . We select the customer satisfaction index as our observable variable . In brief , our study have two main purposes ¡G 1.Does customer satisfaction influence capital structure ? 2.If customer satisfaction influence capital structure by cash f low , how would it influence capital structure . This paper employs a database containing the market and accounting data (from 1996 to 2005) from more than 40 NYSE-listed companies(212 samples) to document our empirical study . We find that customer satisfaction has significant impact on capital structure by cash flow and the capital structure is nearly the same as the pecking order theory ¡Awhich suggest that firms are said to prefer retained earnings as their main source of funds for investment .

It was an age of pursuing customer satisfaction since 1980, and moreover chasing customers` value in 21century. But how can customer satisfaction improve firm`s value? This article combines marketing and finance together through analyzing interaction between customer, systematic risk and cost of capital. The empirical evidence presented in this article implies that customer satisfaction can surely lower systematic risk and there is nonlinear relationship between CSI and systematic risk. Comparing the results for the service and nonservice industry sectors, we observe that, customer satisfaction has a greater effect on systematic risk of service sectors. In addition to satisfaction, the analysis also include advertising expense as another explanatory variable and reveals that when putting satisfaction and advertising expense into model together, systematic risk will be the lowest. When using lisrel model, it shows that customer satisfaction can lower cost of capital through cost of debt and equity together then maximize shareholder`s value.

What do the enterprises concern most now is how the customers value their company. Customer satisfaction is the most important thing for enterprises to focus. Besides, financial statement can not fully reflect the value of the company, we need other information to help us to know value them, and customer satisfaction is such a thing we need. In the past research, they show the relationship between customer satisfaction and equity value. In this article, there is further discussion about this relation- is there any interactive effect between the customer satisfaction and abnormal earning to affect equity value? Would this effect bring incremental information content to help us value the company? The next part of this article is to discompose current customer satisfaction into the former customer satisfaction and the change of customer satisfaction, to see if they both have information content, and if influence abnormal earning and equity value. The main contribute of this article is to have more detail discussion in the information of customer satisfaction. Thus it makes us know more about the customer satisfaction, and give us the other way to think about valuation of the company.

The finance industry has the highest the rate of labor concentration among the industries.The customers¡¦ satisfaction and their positive appraisal about the services they received are mainly concluded from the employees¡¦ service enthusiasm and their perception about customer significance.Therefore, the employees that have a direct contact with the customers are critical persons in terms of delivering the services to the customers. Thus, a company should treat its employees not only its most valuable assets, but also its internal customers. The concept for this is to place the employees, the internal customers, in the same position where they can experience the marketing and promotion strategies applying to their external customers, and to enhance the employees¡¦ perception of customer orientation. The company will then have the differential advantage in customer orientation in the competitive marketing environment. This research is composed through several methodologies, including quantitative methods, such as the integration of the conclusions in its related researches, thorough interviews with key groups, and questionnaire survey. The data is collected through the research of the front-line service employees in a foreign bank. The data will help to identity the relationship between the employees¡¦ perception and satisfaction of internal marketing, as well as their job satisfaction and the agreement of customer orientation. The results of this research can be described in five categories. (1)The perception of internal marketing is divided into five aspects; namely, active transportation of information, the style of direct supervisor, job compensation, competitive salary, and communication. (2)Internal marketing satisfaction is divided into six aspects; the style of direct supervisor, information delivery, compensation, competitive salary, the interaction between the company and the employees, and communication. (3)Job satisfaction is divided into three aspects; benefits from job, job contents, and the inter personal relationship from job. (4)Customer orientation is divided into three aspects; selling orientation, customer priority, and short-term selling orientation. (5)To verify both internal marketing perception and satisfaction have significantly positive relationship with job satisfaction. (6)Part of the dimensions in internal marketing perception and satisfaction have significantly positive relationship with customer orientation.

Abstract While many enterprises nowadays building their customer relationship management (CRM) actively, it is still indistinct how to bring the advanced IT into current system and convert it to a feasible solution. Especially, the application of CRM system in the manufacturing industry is in the preliminary stage. So far in Taiwan and Pan-Asia, the implemented CRM cases are laid particular stress on telecom and financial industry. Due to very few reference cases in the manufacturing industry, the development of CRM system is in a predicament. This research use the Qualitative Research method to study the cases in Taiwan manufacturing industry which have planned and implemented its CRM IT Architecture successfully. By contextualism theory, this research study enterprise¡¦s actual operations and questions within the factors of industry characteristics, enterprise demands, enterprise culture and organization changes. And then, based on Capability-based architecture (CBA), this research analyzed the enterprise CRM IT architecture. The CBA not only help to create tight-knit relationship between IT architecture and business capability, but also support enterprise to find out its required IT components by the mechanism of direction and support in the layered architecture. Additionally CBA facilitate enterprise to obtain the required IT components when business capability changed. This research found out several implications which provide the references for manufacturing industry and follow-up research.

¡§Service¡¨ for sure is proved to be a niche in creating corporate competitive advantages. Not only traditional service industry, but the emerging Information Technology industry and doc.coms are confronted with the trial for service. In face of customers¡¦ more and more demand on service, corporates provide higher service quality to reach customer satisfaction; moreover, to keep the relationship with customers in order to establish lasting competitive advantages. This study which is based on ¡§gap model¡¨ tries to discuss the relationship between ¡§service quality¡¨ and ¡§customer satisfaction¡¨ of general portals in Taiwan, such as kimo.com, pchome.com, yam.com and so on. The findings of this study are as follows: 1. There is significant difference between user¡¦s expectation and perception of general portal service. Most important items are ¡§Protect personal information,¡¨ ¡§Search information correctly,¡¨ ¡§Response to customer¡¦s questions quickly,¡¨ and ¡§Answer to individual questions accordingly.¡¨ The general portal corporates can enhance service quality by improving the listed items. 2. This study sorts out 4 dimensions in evaluating general portal sites by factor analysis. In sequence of importance are ¡§ease of use,¡¨ ¡§empathy,¡¨ ¡§information quality,¡¨ and ¡§techniques of website¡¨. The general portals can thus take actions to reinforce service quality and customer satisfaction according to this priority. 3. The performance of service and customer satisfaction is not significantly affected by ¡§expectation of service,¡¨ however, user¡¦s perceived ¡§performance of service¡¨ and ¡§gap between expectation and performance¡¨ has significant impact on customer satisfaction. Furthermore, the performance of service has greater power to interpret the variation of customer satisfaction.

Customer side automations including automatic metering reading and load interruption are parts of an overall distribution automations (DA). Fault detection isolation and service restoration are considered the most beneficial functions among various DA functions. Due to the extensive areas covered by the distribution network, it is difficult to gather all real-time information from the distribution network. In order to aid in the monitoring of the power delivery quality and detecting fault, an automatic reporting system based on a digital signal processor, a public telephone system and a database system is presented in this thesis. In this system when the sensor detects a low voltage or lose of power, an alarm call will be placed via the telephone network. It will also report the energy usage of customer on a regular base. The control center master then organizes all incoming data into a useful information and displays the locations as they occur. This system will be useful to monitor power at various levels of the distribution circuits.

More and more managers understand to succeed the enterprises, beside the touchable products and untouchable service; they must have well management processing and knowledge management, therefore, the organization can keep to develop the predominance of competition and fit the variable competitive environment in today¡¦s market. Facing the threat from competition and market fast changing in 21 century, enterprises have to get more information to overtake the competition and always on top in the variable market environment. Therefore, enterprise must have quality of high market orientation, and use knowledge management to help enterprise collect correlation information to strengthen the market orientation of enterprises. This research is from the customer¡¦s demand aspect, to realize customer¡¦s actual and potential demand, and combine with the necessary of customer¡¦s daily use, to be the important member as the activities of creative customer value. This study is to take Applied Materials as a case study to evaluate its importance in Wafer Fab Equipment Industry. It based on the theory and perspectives of Balanced Scorecard to analyse its strategy map. My research will analyze how companies survive successfully with their unique core competence in the fast-moving and competitive global market. As a company, our customer¡¦ business results comes first. It is important that we continue to harness our innovative technologies to improve productivity and to offer irreplaceable product values that exceeding customer expectations. Identifying customer needs, in order to provide appropriate products and service. The company strongly facilitate the development of sound local industrial infrastructures so that the industry chain in which we operating will continue to grow and flourish. Theses are the leadership philosophies and value systems typical of a successful corporation. Discussion on the competitive advantage and strategic management of individual local spare parts suppliers present an insight to the adoptive strategic methods these companies employed to stand strong in this ever changing, competitive market. Economic environment will be a big impact on semiconductor industry. In the future in order to survive, semiconductor equipment industry in Taiwan need to approach to get access to their customers and the market.

When a service transaction occurs between a service provider and a customer there are dimensions of that transaction that are essential to making the customer feel satisfied with the transaction. Zeithaml, Parasuraman and Berry measured those dimensions for transactions that occur between the service provider and an external customer with a survey tool named SERVQUAL. It is theorized that for the external customer to be satisfied with the service transaction, the employees of the service provider must also be satisfied with transactions between the employees, or internal service quality. Those dimensions of internal service quality, or the satisfaction employees feel with each other, have not been described in a higher education setting. The purpose of this study was to determine the goodness of fit between the original SERVQUAL external service quality dimensions and those internal service dimensions identified by the University of Arizona Sponsored Projects Services Office (UASPSO). Through the identification of these dimensions a model of the culture of service quality of the UASPSO was also developed. Sixteen of the 25 Sponsored Projects Services Office employees were interviewed in 2005 to collect data concerning the validity of the original SERVQUAL dimensions and any new dimensions that might be identified with respect to internal service quality. Interviews were conducted using qualitative and constant comparison methods. Of the original ten SERVQUAL service quality dimensions described by Zeithaml, Parasuraman and Berry, Access, Communication, Competence, Reliability, Responsiveness and Understanding the Customer were found to apply to the construct of internal service quality in the Sponsored Projects Office. Reliability, Responsiveness and Understanding the Customer were subsumed under the new dimension of Mutualism. Credibility, Courtesy and Security were found not to apply, while Tangibles applied only as it supported Access and Communication. Tangibles, Access and Communication were subsumed under the new dimension of Approachability. All eight dimensions are found in the task-oriented realm of the processes and procedures of the Office. An additional five dimensions were also described as applying to internal service quality. Flexibility, Decision-making and Accountability are evident as task-oriented dimensions. Professionalism and Collegiality are evident as non-task-oriented dimensions. The study also described the impact of the culture of the organization on internal service quality. The managerial implications of this study were also suggested.

The usual theoretical assumption that the retailer's promotional activities serve the purpose of attracting customers into stores lacks empirical verification. The relationship between promotional activity and customer count is examined empirically in just a few studies, and no significantly positive association is found. This dissertation is a comprehensive empirical study of a unique time series cross section dataset, which contains scanner data representing 28 product categories in a large supermarket chain over two and a half year long period. The main result of this dissertation is that retailer's promotional activities are positively related to customer count. Two constructed measures of the promotional activity have a positive significant effect on store traffic that is comparable with the customer count effect of an average holiday. Some 55 percent of the positive long-run promotional activity effect is felt immediately, and the remaining 45 percent is spread over a five week long period. The promotions have prolonged effects that last until the next promotional peak -€“ the next holiday. It is also found that promotional discounts have positive and significant effect on store profit.