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.

Virtual community (VC) provides a place for people to communicate and form friendship in cyberspace. Researchers found that the business benefits only occur when members have loyalty towards VCs. This study focuses on factors that affect people¡¦s loyalty towards VCs. First, we study related papers, and did a survey to experienced VC members, to find out the more complete factors that affect them. Then, we did a second survey of Formosa Bulletin Board System members to discover the different important ratings in these factors. According to the survey result, we grouped 23 factors into 4 components: Content, VC Management, VC Brand, and Communication. The result shows ¡§Content¡¨ is the most important component, and different demographic segments, like gender, age, jobs, VC using time, Internet Using time, etc, will show different rating in the components mentioned previously. This study suggests VC managers take good care of ¡§the quality of information content¡¨, and encourage members to create their own content, and form friendships with other users to increase members¡¦ loyalty toward VCs.

ABSTRACT Under the dramatic competition of all kinds of hospital and the raising of consumer awareness, it is becoming important issues for a hospital manager to improve the service quality of health care, further to enhance patient¡¦s satisfaction & loyalty. Many articles & papers discuss the outpatient service quality and patient¡¦s satisfaction with many single items of service process. In fact, the outpatient service is composed of a series of service process. So, I evaluate and predict the patient¡¦s satisfaction & loyalty under the term of outpatient service process. This study took the example of the outpatient of a provincial community hospital. We use the convenient sample method, and totally got the 222 efficient questionnaires. We do verity the seven outpatient service process with factor analysis. This study has several following remarkable results. The demographic factors have no statistical difference with outpatient service process quality, total satisfaction and consumer loyalty. There is positive correlation between quality of outpatient service process and customer satisfaction. The quality of outpatient service process has a positive impact on consumer loyalty. And the consumer satisfaction exerts a positive influence on the consumer loyalty. With the application of multiple regression analysis, the outpatient service process can efficiently predict consumer satisfaction & loyalty.

This study is based on the Strategic Experiential Modules (sense / feel / think / act / relate). The main purpose of this study is to understand the relationships between blog experiential strategies and blog users¡¦ loyalty. Furthermore, this study classifies which experiential strategies are best for various categories of blogs. Four findings are revealed. First, sense, feel- and think-experience-strategies have significant positive effects on blog users¡¦ loyalty, except relate-experience-strategies. Second, the professional blogs are best for sense- and feel-experience-strategies; the personal space blogs and the public relation blogs are best for relate-experience-strategies. Third, the unit of blog has no significant effect on experiential strategies. Fourth, the commercial blogs are best for sense- and feel-experience-strategies. This study can help bloggers to formulate their blogs in ¡§experience¡¨ way which leads to the enhancement of blog users¡¦ loyalty.

Rapid growth of the internet and information technology help people communicate with others around the world through computers. The developing development of virtual communities¡]VCs¡^gather people with the same personalities in a VC website. VCs are not only a place of providing information and social contact for users, but also a precise market segment for marketers. The users of VCs are interested in the information provided within the VCs; therefore, marketers can reach potential customers in VCs more effectively. If the potential customers have high loyalty to a VC, they will consider the information provided by a VC as more important, their opinions on the product will be easily affected, and, ultimately, their purchasing decision will be influenced. Therefore, the purpose of this thesis is to analyze the loyalty of VC users to understand how VCs affect their purchasing decisions based on the EKB model by assuming VCs are external information sources, reference groups, and channels of post-purchase dissonance. Factors that affect VC users, including ¡uTechnology and Service¡v,¡uInformation Content¡v, and¡uEmotional Interact¡v, can be used to discover different types of loyalties of VC users and to understand if VC users are influenced by VCs when purchasing. A web survey was conducted on three VC websites discussing cosmetics¡]Fashion Guide, Urcosme and yam hercafe¡^,from January 18, 2008 to February 1, 2008 and received 416 valid samples. After analyzing the valid samples, the result suggested that¡G 1. ¡uInformation Content¡vis the most critical factor among the three factors of affecting loyalty of VC users. 2. VC users with a high level of loyalty who depend on the information provided by VC web sites consider VC websites as reference groups and are highly influenced by the site¡¦s recommendations 3. The users of high loyalty are affected by VC websites when purchasing. They search information in VCs before shopping, trust the information of VCs, are affected more easily by other VC users and recommend products to VC users or friends. Aside from this, they spend more time on the internet and VC websites than users of spurious loyalty. 4. The loyalty to and purchasing influence caused by a VC of female users are higher than male users as they consider the information provided by VCs more important. Users of low education levels have higher loyalties than those of higher education levels, however students are more easily influenced by VCs when purchasing.

Health care quality become an important issue of hospital¡¦s management while the change of external environment such as the National Health Insurance program implementation and continuously reformed. The medical market turned into the highly-competitive, and patients are more concern their right and the quality of health care. By health quality improvement, hospitals can reduce medical malpractice and decrease the costs of medical administration. Health service quality is also an important factor of patient satisfaction. Increasing health service quality not only can improve patient satisfaction but also increase patient loyalty. And patient can get better medical care through the improvement of health service quality. It will increase their satisfaction and loyalty of hospital. The long-term relationship between hospitals and patients will help hospitals built their better image and reputation. This study applies PZB model and health quality factors to survey gaps of health service, the difference of service quality, patient satisfaction and patient loyalty. The result shows that service quality and satisfaction have positive effect of loyalty. At last, according to critical study findings, this thesis proposes certain suggestion. Wish medical managers can use these results to explore the key problem of health service. Through improvement of health service quality, it may raise patient satisfaction and increase patient loyalty to the hospitals.

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 number of the radio stations reached 208 high at 2008 since they were allowed to apply for the operating licence in 1993, according to statistics of the National Communications Commission. However, the radio stations are facing intense competition with blooming on-line radio stations. Therefore, how to retain loyalty of audience is an important issue for all the radio stations. This study is to explore the correlation of audience personality, life style and the loyalty to the pop-music radio stations. Also it investigates whether a person¡¦s inner-attribute and outer-behavior are related to his loyalty of a pop-music radio station. We used on-line questionnaires and purposive sampling of Kaoshiung residents. We hope that the results of this study would benefit administrative managers for the pop-music radio stations to understand the station¡¦s advantages, the needs of the audiences, and to manage the audiences¡¦ loyalties effectively in the competitive environment. The method of collected data is by using on-line questionnaires and purposive sampling of Kaoshiung residents. Among 241 samples, 236 were effective and 5 samplers were non-listeners to any radio station. After the data anlaysis based on factor theory, the samples were sorted in five different personality traits including agreeableness, conscientiousness, extraversion, openness and neuroticism. The statistical results show that the number of the audiences possessing agreeableness is the greatest, followings conscientiousness, openness, extraversion, and finally neuroticism. Also the audiences emphasize on the achievement pursuit, following amusement, media attentiveness, topicality interest, job emphasis, spending efficiency, and plan deliberation. The audiences possess the loyalty of the radio station which doesn¡¦t show any differences because of diverse personalities or life styles, and the attitude loyalty is higer than the behavior loyalty.

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.

Objective: The goal of medical care in twenty-first century is to pursue a safe, effective, patient-centered, timely, efficient and equitable service system. The mission of medical professional providers and managers of medical institutions depends on controlling ¡§quality¡¨, i.e. medical essence and existence of medical institute. In order to raise surgical medical service quality in medical centers, the perioperative visit becomes an important index of medical quality in surgery. Therefore, this study investigated the effect of surgical medical quality in one southern medical center carried out the perioperative visit. Method: The samples were from patients undergoing surgery in one medical center. From March 1 to June 30, 2008, we conducted structural questionnaire to gather 505 cases. The contents of the perioperative visit included the visit for patients in the early stage of surgery, the care in the middle stage of surgery, and the visit for patients in the later stage of surgery. Based on the contents of the visits, this study analyzed the influence of demographic characteristics (including sex, age, surgical divisions, anesthesia, marital status, past medical history, surgical experience and blood types, etc.) on medical quality (including the decrease of anxiety, the raise of medical service satisfaction, the loyalty of returning to the original hospital and self health cognition, etc.). The collective data analyzed by descriptive statistics, One-Way ANOVA, independent-sample T test were compared the difference between the groups by Bonferroni correction. Result: The results indicated that the decrease of anxiety was not affected by sex, marital status, past medical history, surgical experience, and blood types, but was dependent on age, divisions and anesthesia. For the age group, the results of 21-40 year-old people were the most significant. For surgical divisions, the results of patients in orthopedic system were the most significant. The increase of medical service satisfaction was not affected by sex, past medical history and surgical experience, but was dependent on age, divisions, anesthesia, martial status and blood types. For the age group, the results of 21-40 year-old people had the highest satisfaction. For surgical divisions, the results of patients in orthopedic system had higher satisfaction than others. The health cognition and loyalty of returning to the original hospital was not affected by sex, age, divisions, anesthesia and past medical history, but was dependent on martial status, surgical experience and blood types. Conclusion: Therefore, the results suggested that medical institutions, professional clinical staffs and researchers should timely correct perioperative contents and make an integral care plan for medical teams to join in order to perfectly provide a personal, familial, whole and integral medical care and then to achieve the essence of medical quality.