In the global economic development, mostly, the output values of the service industries in advanced countries have accounted for more than 60% of the GDP. In recent years, owing to the prosperous development of the service industry in Taiwan, according to the statistics of Directorate General of Budget Accounting and Statistics, Executive Yuan, in 2002, the GDP of service industry has accounted for 67.0% of that of the entire industries. This speaks for the importance of service industry in national economic development. According to the analysis of the World Tourism Organization for 2000, ¡§tourism¡¨ has become the primary source of many countries in earning foreign exchange. In terms of the foreign exchange earnings of the countries over the world, tourism income has accounted for 8% of the said earnings. This indicates that the tourist hotels industry which provides the functions such as accommodation, food & beverage, recreation, and entertainment could be considered the service industry with great developmental potentiality. The guests of Guan-zi-ling Toong Mao Spa Resort were invited to participate in this research survey for investigating the customer satisfaction towards the room service quality of resort hotels. Totalizing 440 questionnaires were sent out, and 233 returned (a response rate of 52.96%), from which 222 were valid (a valid response rate of 50.46%). After analyzing the data with reliability analysis, descriptive statistics, difference analysis, and correlation analysis, the following findings were concluded: (1)Room service is taken by the guests as the major factor in choosing resort hotels, among which the cleanness of bed sheet, blanket, and pillow; the cleanness of guestrooms environment and facilities; the facilities functions of guestrooms and baths; the cleanness of bath environment and facilities; and the neatness and sufficiency of guestrooms and baths facilities are especially valued. (2)There are significant differences in the expected service valued by various guests towards different dimensions: the guests of various education levels, occupations, and family incomes towards the operator; the guests of various ages, family incomes, and places of dwelling towards room reservations; the guests of various ages, occupations, and places of dwelling towards front desk service; the guests from various places of dwelling towards service center; and the guests of various occupations, family incomes, and places of dwelling towards room service. (3)There are significant differences in the perceived satisfaction of various guests towards different service dimensions: the guests of various ages and places of dwelling towards the operator; the guests of various education levels and family incomes towards room reservations; the guests of various occupations towards front desk service; the guests of various occupations, family incomes, places of dwelling towards service center; and the guests of various ages and places of dwelling towards room service. (4) There are significant differences in the guests of various ages, occupations, and places of dwelling towards the entire satisfaction of service quality; and in the entire customer loyalty of the guests of various ages, education levels, occupations, and family incomes. (5) There are significant relations between the customer satisfaction and customer loyalty of Guan-zi-ling Toong Mao Spa Resort. Finally, concrete suggestions were proposed as the references for the business, administrative organizations of tourism, and follow-up researches.

¡§Loyalty Programs¡¨ is a necessary and important step in the formation of relationship marketing. However, not only been applied in practice but also been researched by academia, there are still some gaps because of lack of a complete frame to analyze the vales of the loyalty programs. Therefore this research aims to fill-in the gaps that past practice and academics have failed by providing a conceptual frame by studying related literatures of loyalty programs and takes advantage of the frame to analyze the relationships among those values, relationship quality and customer loyalty in the telecom industry. The results of this study find that four values of nine values in the frame, including ¡§economic value¡¨, ¡§choice of redemption options¡¨, ¡§relevance¡¨ and ¡§social benefits¡¨ will influence relationship quality and customer loyalty in the telecom industry. However, customers still care more about economic value and relevance. The corporations in the industry can increase customer loyalty by designing high level of economic value and relevance. But if those would like to build higher level of relationship with the customers, they have to take advantage of social benefits through which to build strong and long customers loyalty. Therefore through this frame, the corporations can realize which value they should attach importance to. The results also prove the effectiveness of the loyalty program conceptual frame.

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.

In the consumer consciousness to surge upward, the product to weed through the old to bring forth the new unceasingly, under the market environment fast icissitude time, wants to maintain the customer loyalty to have all the more difficult tendency. Hence, how to maintain good relationship with customers to strength their willingness to frequent communicate with back has become very important. Therefore for various bank raises one's head in the competition intense environment, then with every effort develops each service, provides measures the financial service and the related product for the customer which the body subscribes does, hoped that can establish the long-time relations. Motivation of this research is to investigate correlations among customer relationship management, customer satisfaction, and customer loyalty from customers¡¦ point of view and through questionnaire to understand credit card holders¡¦ recognized feelings while interacting and communicating with the issued bank. The research targets are credit card holders live in Tai Chung city. The available sample size is 385, this research main analysis result is altogether as follows: First, the partial demographic variables are related to credit card holding situations. The results could be a reference for operator in planning for related marketing strategy Second, the partial demographic variables and credit card holding situations have significant differences to customer relationship management, customer satisfaction and customer loyalty. Third, There is positive relationship customer satisfaction and customer relationship. Customer satisfaction affects customer relationship, which means when customers recognize credit card issuing bank more then the relationship will show betters. Discovered according to this findings that the customer will relate the management truly to affect the customer loyalty, and the customer service, the interactive emotion, support processing and the technology will display these four construction surface are also the consumer take seriously.

This research aims to discuss the correlation between after-purchase satisfaction and repurchase intention of mobile phones. The amount of mobile phone users had reached to 20 million and the possession rate of mobile phones was over 90% in Taiwan in July 2005. Repurchasers, including replacing the used mobile phone and buying the second one, are primary consumers in the mobile phone markets. Therefore it is important for mobile phone producers to understand consumers¡¦ repurchase intention and repurchase behaviors. However, consumers¡¦ purchasing decision does not end at buying but continues to influence consumers by the products¡¦ performance. After purchasing mobile phones, consumers tend to determine whether the buying decisions are correct or not by the satisfaction of the products. The conclusions of this research are presented as follows, (1)On average, university students have purchased 2.43 mobile phones by signing contracts with mobile phone service providers. (2)Consumers¡¦ after-purchase satisfaction, perceived value satisfaction, and brand loyalty significantly differ from different brands. Nokia was ranked highest. (3)In attributes of mobile phone, only brands and service points are considered affecting after-purchase satisfaction. (4)Perceived value satisfaction is prominently correlated to repurchase intention. (5)In personal concerns, attributes of mobile phones not only affect the repurchase intention but also have moderation effects. The conclusions above are meaningful for management in the following aspects, (1)University students have strong purchasing power and change mobile phones frequently, so mobile phone producers should create customer databases and offer special discounts to original customers. (2)Mobile phone producers should add more effort in product design and conduct remarkable attributes to create customers¡¦ usage habits and then attain their brand loyalty.

The consuming environment in the 21st century has transformed itno a stage of experience economy, consumers pursue the products which can create wonderful memories more than the ones with high quality and efficiency. Also, their consuming behaviors transform from being ration-dominated to being ration-and-emotion-mutually dominated; further, consumers are fascinated with not only products or services but also the unforgettable consuming experiences. In this way, Schmitt(1999) proposed strategic experiential modules¡]SEMs¡^¡Xsense, feel, think, act and relate marketing to create the integral experiences for customers, and even stated that the employment of the concepts of experiential marketing has turned out to be a fashion in practice. This study adopted Starbucks to be the analyzing target. The main purpose is to examine the effectiveness of experiential marketing and to discuss the impacts of experiential marketing on customer loyalty; then the study added involvement, consumers¡¦ life styles, and centrality of visual product aesthetics to be the moderate variables, to examine the relation between experiential marketing and consumer loyalty. Based on these analyzing results, the companies can find out the most effective moderate variables to develop the marketing strategies, and even to build up the competitive advantage. This study put emphasis on those who consume in Starbucks recently, to implement the empirical investigation through the questionaire method, distributing 577 samples while the valid ones got 532 in total. This study analyzed the collected data through descriptive statisitic analysis, reliability analysis, factor analysis, cluster analysis, multiple regression analysis, one-way ANOVA and so on, to verify the hypothses of this study and to come out these results as follow. 1.The higher the consumers¡¦ integral experiential evaluations are, the higher the customer loyalty is; the consumers¡¦sense experiences, think experiences, act experiences and relate experiences even have positive influences on customer loyalty. 2.For consumers being with diverse levels of involvement, the consumer loyalty alters with their experiential evaluations. 3.For consumers being with diverse centrality of visual product aesthetics, the consumer loyalty fails to alter with their experiential evaluations. 4.For consumers being with diverse life styles, the consumer loyalty fails to alter with their experiential evaluations. 5.Consumers who have different life styles will own divergent centrality of visual product aesthetics.

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.

The biggest problem facing the groups of performing and visual arts is that the revenue and expenditure are unbalanced for a long time. Most of the art groups must raise money from enterprises or seek governmental subsidies. However, limited subsidies make it difficult for the art groups to manage their operations. A fundamental way is to set up foundations and let the audience understand and be familiar with art through popularizing it. Furthermore, it is essential to expand the audience base and to keep a long-term relationship with the audience via application of a concept of marketing to art marketing. In marketing, the service quality of the marketers is significant because it can influence customers¡¦ satisfaction, trust and loyalty. With the support of the loyal audience, enterprises can survive and the art groups can have sustainable operations. In this piece of research, the research object is performing and visual arts. It considers how the variables of influence (namely, substantial service, professional knowledge, interactive strength, reciprocal disclosure, cooperative will and recovery of critical event) affect the relationship quality (satisfaction and trust) and customer loyalty. Based on the finding of the present study, we conclude the following points: 1. The service quality of the visual arts marketers is slightly more important than that of the performing arts. An analysis of the data on relative appreciation shows that the service industry for both performing and visual arts marketing is approximately the same. In terms of relationship quality and customer loyalty and with respect to satisfaction, trust and loyalty, visual arts is slightly important than the performing arts. 2. Performing arts: the variables of influence on relationship quality show an apparent positive correlation. Influential variables on satisfaction are ¡§recovery of critical event¡¨, ¡§interactive strength¡¨, and ¡§professional knowledge¡¨ in order; influential variables on trust are ¡§reciprocal disclosure¡¨, ¡§cooperative will¡¨, and ¡§professional knowledge¡¨ in order. Relationship quality and customer loyalty presents a positive correlation. As to ¡§satisfaction¡¨, there is noticeable influence on customer loyalty. Each variable presents a noticeable positive correlation to customer loyalty. ¡§Reciprocal disclosure¡¨ has apparent influence on customer loyalty whereas the others do not have. 3. Visual arts: the influence variables on relationship quality present an apparent positive correlation. The variables of influence on satisfaction are ¡§recovery of critical event¡¨, ¡§interactive strength¡¨, and ¡§substantial service¡¨ in order; the variables of influence on trust are ¡§reciprocal disclosure¡¨, ¡§cooperative will¡¨, and ¡§professional knowledge¡¨ in order. Relationship quality and customer loyalty presents a positive correlation. The relevant intensity of the visual arts is greater than that of the performing arts. ¡§Satisfaction¡¨ and ¡§trust¡¨ both have apparent influence on customer loyalty, and ¡§satisfaction¡¨ is greater than ¡§trust¡¨. Each variable presents a noticeable positive correlation with customer loyalty. ¡§Professional knowledge¡¨ and ¡§interactive strength¡¨ both have apparent influence on the customer loyalty whereas the others do not have. 4. There is a remarkable differentiation among the variables of influence on relationship quality and customer loyalty in the performing and visual arts. With respect to relational selling behavior, the most noticeable one between the performing and visual arts is that marketing of the performing arts focuses more on population or small group marketing whereas marketing of the visual arts focuses more on customized marketing as a result of high price of creation. There is a remarkable differentiation between the performing and visual arts pertaining to the influence variables on satisfaction. Moreover, apart from the variables on ¡§reciprocal disclosure¡¨ and ¡§cooperative will¡¨ showing a remarkable differentiation, the remaining variables of influence on trust show remarkable differentiation. Concerning performing and visual arts, relationship quality of customer loyalty has noticeable variability and the variables of influence on customer loyalty show a remarkable differentiation.

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

<p><strong>Purpose:</strong>The purpose of this study is to investigate the most important factors for creating customer loyalty, which contribute to competitive advantage in the DMP industry.</p><p> </p><p><strong>Background: </strong>The emergence of the digital music industry in recent years has resulted in a competitive situation with new digital music portals (DMPs) entering the market. A DMP can be defined as ‘<em>an e-business whose core service is to legally offer digital music by means of stream and/or download’.</em> The industry has experienced rapid developmental changes on the online platform with an outcome of a steady growth in online sales. Customers can choose from a large music assortment and DMPs function as intermediaries between right holders and end-consumers, and customers can easily switch between rivals at low costs. <em> </em></p><p><strong> </strong></p><p><strong>Method: </strong>The research strategy used in this thesis was a qualitative research strategy. Data was collected from eleven interviews, from people working within the DMP industry, using semi-structured questions. The sample was selected through a combination of convenience and snowball sampling. The collected data was later interpreted and analysed. Coding was used as an analysis method, where the authors selected relevant data and created groups of themes related to the purpose and the research questions.</p><p><strong> </strong></p><p><strong>Conclusion: </strong>The analysis results show that DMPs have to focus on performance, explicitly performance competing strategies for creation of customer loyalty, which overlaps value and trust creation activities. The most important factors for creating customer loyalty contributing to competitive advantage in this industry are gathered under three concepts: developing innovative new transaction structures, increasing customer affiliation through usability and editorials and to engage the customer in the portal’s service.</p>