With fast technical change and rapid information deliver, forcing electric products of life cycle has been reduced dramatically. Driven by market trend, causes the product development process bears squeeze. Therefore, electric component distributor is no longer engaged in the trading business, but also provides multiple services as share product features, marketing information, design application and create product add-on value. This helps customers to have products ready in the market as soon as possible. Most of electrical component manufacturers seek for more than one distributor in order to expand their own business, increase market share and decrease potential risk. At the mean time, there are many distributors investing on technical support and even preparing material without solid order for the customers demand, but the orders are still lost by slight cents difference. Thus, how to raise up the customer loyalty and repeat orders have become the important task of electric components distributor. According to nowadays industry of electric component distributor, the study of analysis of key factors affecting customer loyalty is to enhance the relationship and satisfaction as customer loyalty increase proposal and cost reduce plan for future development strategy. According to the result of research, the affecting of S company customers' loyalty is in terms of the degree of product substitutability, price, satisfaction, and the product brand.

Although rapid expansion and development of e-commerce makes many physical stores integrate website as their business strategy, we find new commercial trend is more and more e-retailers now activity operate traditional stores. The aim of this study is to examine the relationship of satisfaction, trust and loyalty in both online and offline channels, testing the effects of convenience of Clicks and Bricks, and we also compare different brand experiences affect on satisfaction, trust and loyalty. This research provides an overview of findings from previous studies in both online and offline environments, presents framework and build the hypothesis. Due to there is no thesis concentrates on satisfaction, trust and loyalty from online to offline, we would like to fill this gap. We do the examinations and comparisons by questionnaire study. Our target group is female who has one of 17 apparel brands experience. Our results have significant findings and offer researchers and practicing managers alike valuable information on how online shopping experiences relate to offline shopping experiences. Moreover, we prove operating physical stores enhances customer attitude in both online and offline channel.

In these years, people¡¦s standard of living began to increase, so that the pattern of consumption is different from past way that pursued to meet the physical need. It means that the age of experienced economy is coming. Consumers require not only tangible goods or intangible services , but the satisfying and memorable consumer experiences. In addition, consumers want to get feeling from the products, and realize something from the process of consumption, so as to feeling toughed. These are the influence of customer emotions and touched circumstances known as ¡§Qualia¡¨. In this study, explanation of ¡§Qualia space design¡¨ as spatial environment design with five qualia factors: attractiveness, beauty, creativeness, delicacy, and engineering, then this study expect to construct scale of qualia space design through five qualia factors matrix with store atmosphere for measuring score of qualia space design and make it bring contribution to enterprises and academic field. The qualia space design appertains to static perception, but the experience marketing can be regard as dynamic feeling. So, this study explores these two variables relationship with customer satisfaction, customer loyalty, and purchasing intention by questionnaire survey. Among this, 363 valid questionnaires were returned, and this research use regression analysis to analyze relationship between variables. In general, the results show that qualia space design or experience value would improve customer satisfaction, and in turn, it would increases customer loyalty. As a result, the qualia space design and experience value are the one of important competitiveness in current high competitive environment.

The purpose of this study was to gain an understanding of the structure and antecedents of cruise passengers' loyalty. Specifically, the study examined the dimensionality of the loyalty construct. Moreover, the study investigated the utility of applying the Investment Model (Rusbult 1980, 1983) to reveal the psychological processes underlying loyalty formation. The study also attempted to, guided by the Investment Model, integrate the seemingly segregated findings of loyalty antecedents from marketing and leisure/tourism literature. Based on the Investment Model and other marketing and leisure/tourism studies on loyalty, a conceptual framework was established for this study. An online panel survey was conducted to examine this model. Subjects (N = 554) were online panelists who were repeat cruisers and who have cruised at least once in the past 12 months. In this study, loyalty was conceptualized as a four-dimensional construct: cognitive loyalty, affective loyalty, conative loyalty, and behavioral loyalty. Further, the first three components were postulated as three subdimensions of a higher order construct, attitudinal loyalty. However, this conceptualization was not supported by the data. Alternatively, post-hoc analyses revealed that attitudinal loyalty was a first-order one-dimensional construct, containing cognitve, affective, and conative components. Moreover, behavioral loyalty was positively and significantly influenced by attitudinal loyalty. In sum, this study supported the traditional two-dimensional conceptualization of loyalty, which argues that loyalty has an attitudinal and a behavioral component. Following the Investment Model, this dissertation suggested that satisfaction, quality of alternatives, and investment size were three critical antecedents of consumers' attitudinal loyalty. These theoretical relationships were supported by the present study, and collectively, the three predictors accounted for over 74 percent of the variance in attitudinal loyalty. Finally, this dissertation hypothesized that quality and value, two constructs related to loyalty, served as antecedents of satisfaction, with quality also leading to value. Results of the study supported all these hypotheses, and satisfaction was found to partially mediate the quality-attitudinal loyalty, and value-attitudinal loyalty relationships. Results of the present study provide important direction for the development of a holistic theoretical framework to explain the formation and structure of customers' brand loyalty.

For an enterprise, the appropriate flow rate of employees helps the metabolism of an organization and prevents an organization from becoming rigid. The appropriate flow of employees helps the enhancement of management efficiency of an enterprise. If the flow rate is too high, however, it will cause the loss of employees, the high expense of recruiting and training, and the low morale of employees. Moreover, it will cause the deficiency of human resource. In addition to general resignation mentioned in the above, another phenomenon of collective-resignation is arising. Collective-resignation has caused the crisis of management. Therefore, how to avoid collective-resignation is an important issue of an enterprise. This research discusses how the organizational commitment influences the initiative collective-resignation intention and passive collective-resignation intention. The object of this research is mainly on the employees in enterprises. The number of issued questionnaires is 750, and finally the number of returned questionnaires is 406. The rate of returning is 54.1 percent. The statistics results in the analysis as the following: 1.Governmental commitment has great influence on collective-resignation intention. Among them, the regulative commitment has positive effect on initiative collective-resignation and negative effect on passive collective-resignation (following the supervisor). The emotional commitment has negative effect on passive collective-resignation (following the supervisor). The sustained commitment has positive effect on passive collective-resignation (following the colleague). 2.The loyalty to supervisor has remarkable effect on collective-resignation. Among them, the dimension of recognition internalization is the most remarkable. 3.The effect of the loyalty to supervisor has more influence on passive collective-resignation than organizational commitment. 4.The collective-resignation intentions are divided into three dimensions: initiative collective-resignation intention, passive collective-resignation intention (following the supervisor) and passive collective-resignation intention (following the colleague).

Abstracts This survey is done, based on the medium-large sized insurance company, Kuo-Hwa Life Insurance Company. It is focused on the interactions of its marketing, service quality, insurer¡¦s expected service, perceived service, perceived service quality, customer satisfaction, loyalty, persistency, repurchase and recommendation, in order for the company to evaluate and establish guidelines of the marketing st-rategy. Those who were questionnaired are the insurers over 18-years-old in the metropolitan areas of Tainan. The personnel of Customer Service within the company have distributed 800 questionnaires. Among these, 586 questionnaires were returned with 20 of them void, making it 566 valid. EXCEL, SPSS statistics software were applied to analyze the insured age, marital status, education, annual income and occupation, to better understand tleir perceived service quality, satisfaction, loyalty, persistency and the intention of repurchase of other products from Kuo-Hwa Life Insurance. The research has resulted in: Positive reflection between Perceived Service versus Perceived Service Quality; Positive reflection between Expected Service versus Perceived Service Quality; Positive reflection between Perceived Service versus Satisfaction; Positive reflection between Perceived Service Quality versus Satisfaction; Positive reflection between Expected Service versus Satisfaction; Positive reflection between Satisfaction versus Persistency and Repurchase of Other Insurance Products; Positive reflection between Customer Satisfaction versus recommendation.

Abstract To probe deeply into the Customer Relationship Management strategy and operation flow of life Insurance. - ex. Nan Shan life Insurance Co, LTD. Due to the well development of information technology (IT) during the recent years, the clearance of the contents and knowledge as well as the price offered of life insurance caused the dramatic competition in this industry. The commodity of life insurance is only an intangible contract , it has to be relied on the operation combining with company image, reputation and the trust from customers for long term. Also they are the promise and responsibility to their clients. The marketing of life insurance is different from the other industries , it is an intangible deal. Owing to the variation of the whole environment comes the drastic competition, life insurance is the buyer¡¦s market oriented instead of seller¡¦s . It says the cost to create a new account is about 6 times or even 5 less or 10 more to maintain an old customer. Therefore, this industry has to pay more attention on the current accounts on hand and try to attract new clients to be owned gradually. To look for a break through as the task of the greatest urgency at present is to make good use of Customer Concept, which is to take good care of the CRM, to enhance customers¡¦ loyalty and satisfaction as to keep our clients and wish them also to introduce new accounts for us. Therefore, CRM is the most important part of life insurance. Previousely most of the customers¡¦ data base is incomplete. Now it is the e century, we can take the advantage by using the IT service to do a good CRM one to one deeply as to cope with the competition. To look into the 21th century, now the form of customer group is varied, the market is also different, they reform the market direction of life insurance industry as well¡Xfrom the commodity oriented to the customer base. Besides, the insurants now expect the value of commodity and service much more than before and also very sensitive to them. They would like the custom made offer, voluntarily to participate in the offer, they no longer accept the offer passively. Consequentially, we have to make the design-in service and one-to-one commodity as our new marketing strategy. Following is the planning on CRM case study¡XHow to cite the 4 big steps of Pepper & Roger¡¦s Model and 5W to probe the execution of tactic and operation flow, meanwhile, to learn and to execute the 4 conceptions of Customer Process Cycle Model to achieve the company strategy target of this CRM case. The findings through this research are : 1. Nan Shan Life Insurance Co, LTD. especially stress the function and operation of Call Center and result in the significant achievements. It is the most important area and elite of CRM. 2. By the CRM system integration and collecting the customers¡¦ information from time to time, the system can understand the customer¡¦s value and update it. Moreover, with the concept and technique of CRM Data warehouse and Data mining, it can record and analysize the customer¡¦s behavior mode then look for the target market as to correct the strategy of service and marketing in time(to carry out the project marketing) 3. In regards to the customer segment, according to the items of those information that Nan Shan Life Insurance Co, LTD. searching and collecting, it is not easy to make out the customer value-based and only can segment the customers by Need-based. Moreover, it is uneasy to find out the value of effective segment customer for company, but, it can rely on customer¡¦s demand to look for suitable service and commodity to your customers. 4. As human is the main motive for interaction between insurance and customer, sales rep. is acting a key role in this business. The CRM system of Nan Shan Life Insurance Co, LTD. requests the rep. to have the deal done by using the e-tooling and IT. They are pretty successful in the efficiency. 5. The skeleton of IT in CRM is very intact, which provides extensive channels for data surfing. Do pay the attention on insurant¡¦s servicing articles and convenience, direct contact with customers and do the best to find the chance to contact your customers. There are so many ways to communicate effectively with the customers by science and technology, no space-time limitation on communication: ¡]1¡^ www.nanshanlife.com.tw ¡]2¡^ E-mail ¡]3¡^ Telephone (Call center) ¡]4¡^ Cellular phone news flash ¡]5¡^ Sales representatives ¡]6¡^ Mail or DM 6. The construction of e-tooling in Nan Shan life Insurance Co, LTD. is perfect. It is also excellent on providing the design-in commodity and servicing. There have been 10 marketing projects presented within one year, they are all P/S after the analysis from customer segment. However, the training for the outside field sales reps. has to be re-inforced because there were too many projects presented within a short period of time, they can not comprehend completely duly and fail to become CI and CK then it will change the customers¡¦ purchasing habit. 7. The customer¡¦s information will not be complete collected in case the rep. is not practicable in the operation of CRM. The following proposals are brought up after the research: ¡]1¡^ To share the company current situation and various information with the insurant via e-mail or internet, such as the operation of investment. To deem your customers as the stock shareholders or partners, you will get the trust from your accounts. On the other hand, they will also be proud that they are the insurant of Nanshan. Life Insurance. ¡]2¡^ Recommend to use ES From 2002, the reps. prefer to deal with the investment insurance policy. If the education system can combine with the ES to do the financial planning, you will be a financial specialist soon. ¡]3¡^ Rep. is the interface to communicate with customers, while, there is always no good performance on those activities for projected commodity with the less bonus. It can link up with the campaign of balance score card to evaluate the performance and give the pressure on rep. to achieve the execution efficiency and target of CRM. ¡]4¡^ Nan Shan Life Insurance Co, LTD. does not only have a very good performance on the 4 steps of CRM flow but also can be pattern for those companies in the same business who would like to achieve company target by the way of CRM. It can be even perfect if they can consider their own company culture, background and market demand then modify a bit to be their own.

Starting out as a state-run enterprise, TSC has sought to diversify its operations from its core salt business to comply with uninhibited private, international competition. Taiwan Salt is now divided into Seawater Chemistry, Biotech, Info-Tech, and Distribution business units based on their respective unique product lines and directions of future development. In terms of Biotech, Taiwan Salt has applied medical-grade collagen to its medical/cosmetics business and turned it into a major revenue source. Therefore, it will be necessary to study consumers¡¦ behavior in buying cosmetics in order to promote and sell this product. This research examined consumers¡¦ sex, age, education, occupation, and monthly income and investigated how differences in these factors and in post-purchase satisfaction and loyalty would lead to significant differences in suggestions and perception. Customers of TSC¡¦s Kaohsiung sales office were, based on convenient sampling, taken as the subjects that received questionnaire survey. The collected data underwent statistical procedures and analysis, and conclusions and suggestions were drawn and put up to be adopted by TSC and even enhance TSC¡¦s competitive edge. The research has obtained findings and offered suggestions. 1. The findings of this study are presented as follows: 1.1. Overall, the products of TSC¡¦s collagen cosmetics is accepterable by the consumers. The empirical result supports this aspect. 1.2. Market orientation has a positive effect on collagen cosmetics market. As the results of the statistics, female consumers age among 35 to 55 are the main targets of the collagen cosmetics markets. 1.3. Consumers concern about the qualities, functions, services, much more than the price of the TSC¡¦s collagen cosmetics. 1.4. In purchasing TSC¡¦s collagen cosmetics, the income factor is not significant with the prices of the commodities. However, there still have relatively large spaces on improving the quality of the commodities. 2. Suggestions: 2.1. The questionnaire survey scope of this study is focused only on TSC¡¦s Kaohsiung sales office; it¡¦s better spreading the field into the whole markets. 2.2. Offer various field of questionnaire survey shall be very helpful on comparison and understanding the full view of the markets. And then the results of the study can be more practical on TSC¡¦s marketing strategy planning.

Abstract Because the government¡¦s control over the publishing industry of English teaching has loosened, foreign companies start to set up agencies in Taiwan. In addition, due to more attention on English education by the public in recent years, the potential market of the publishing industry becomes larger; publishing companies try to share the benefit of the huge market, so the competitions in the industry also become extremely drastic. The foreign publishing company has kept higher market share until the chain of cram school raised and the native advantages plus tricks used by the local publishing companies. Thus, the foreign publishing companies now face a big challenge of ¡§live or die¡¨. The structure of the thesis is focused on the marketing mix of Oxford University Press (Taiwan Branch). The outset is the motivation, and a questionnaire is designed to investigate the six dimensions of marketing mix including seminar, product, price, promotion, place and loyalty. The interview was also carried out to complement and intensify the empirical analysis. The result is used to build the constructive marketing strategy for Oxford University Press (Taiwan Branch) to offer the reference of the company¡¦s business strategy. The results came from the research are: 1.For the most participators, their motivation of participation is increasing their teaching experiences. 2.Participators are highly satisfied with the teacher training seminar and all the factors are over 70%. 3.If participators have high satisfaction with entirely teacher training seminar, they are willing to continue to participate in the seminar, and will recommend the seminar to other people. 4.Participating in the teacher training seminar and buying teaching products have high correlation. 5.Participators are unsatisfied with promotion activities, but the satisfaction with product, price and place are over 65% Keyword: marketing mix, publishing industry of English teaching, loyalty, satisfaction, teacher training seminar.

The purpose of this study was to understand the relationships among brand image, loyalty of fans, and purchase intention. It also discussed the influence of different ways of watching the baseball games on the relationship. This study was based on internet and on-site questionnaire investigation. The sample of this study consists of the CPBL (Chinese Professional Baseball League) fans. The valid sample was 631. The results were as follows: Team¡¦s brand image affected the loyalty of fans positively. Team¡¦s brand image had positive effects on purchase intention of fans. Fans¡¦ identification with a team had the strongest influence on purchase intention for accessory products. Besides, stadium environment also had the strongest influence on purchase intention for parent company¡¦s products. Loyalty of fans affected fans¡¦ purchase intention positively. Different ways of watching baseball games had effects on fans¡¦ purchase intentions. The purchase intention of the fans who watch the games on-the-scene more often was higher than of those who watch the games on TV or internet. According to the conclusion, this study gave some suggestions to the operators of the professional baseball teams.