ABSTRACT The Relationship between Service Quality, Service Value, Customer Satisfaction, and Repurchase Intention- Example of Medical Cosmetology Clinic in Kaohsiung It is an essential task for managers of clinic to promote service quality, service value, patient satisfaction, and setup efficient marketing strategies to attract patients. From the view of repurchase intention, when patients have positive intention to purchase medical service, they will not only propagate for this clinic but also keep repurchasing medical services from that clinic. Therefore, it is important for clinics to keep patients¡¦ repurchase intention in mind to grasp their future. By sending questionnaires, this study surveyed patients of two medical cosmetology clinics in southern Taiwan randomly, with which the valid returned questionnaires are 314. The methodology of this study is structural equation model. By performing SEM, this study discusses the relationship between service quality, service value, customer satisfaction and repurchase intention. Besides, this study discusses the marketing programs to improve medical quality and upgrading patient satisfaction. This study suggests cosmetology medical clinic should endeavor in upgrading service quality, including reliability, assurance, and tangibility, responsibility and empathy. Thus would lead to the promoting of service value, satisfaction and repurchase intention. Therefore, repurchase intention leads to actual purchasing behavior. Finally, this study also does some managerial implications for managers of medical cosmetology clinics according to the analytic results.

Bulk food exist in various kind of food, can be purchased by individual needs and quantities required, customer in Taiwan still stick to bulk food and the way sales. Recent year, many problems have revealed the bulk food safety issue. Therefore, Department of Health enacted bulk food labeling regulation in 2009 to clarify what information to be revealed, and has advocating the information to consumer about how to choose bulk food. The government hopes to increase the consumer knowledge and avoid food hazard. We can tell that knowledge must be an important part in decision procedure of food purchasing, but a few of research concern this issue. Hence, in this research product knowledge and other variables are discussed and selected to form research model. This research also discovered the bulk food safety situation unprecedentedly, gives an overview to readers. The goals of this research are find the mediator effect within involvement, perceived quality and repurchase intention and the moderator effect of product knowledge between the relationships of perceived quality and repurchase intention. Samples of 973 collected through questionnaire survey, tested the hypotheses by regression analysis. The result showed the three variables did have partial mediator effect. And the moderator effect was confirmed, product knowledge will weakened the relationship, implied the bulk food safety information advocacy would help to change the customer decision. Based on the result, suggestions are as followed: government should keep on educating consumer to establish proper food decision criteria; bulk food producer and distributor should improve the information reveal and food quality control spontaneously, to win customers¡¦ perceived quality and increase purchase.

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.

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The postmodern ultra-competitive global marketplace makes it difficult for companies to hold on to customers. This is especially true for industries that are driven by commodity products, and the South African fertilizer industry is not excluded from this statement. It is therefore important that companies not only operate to create loyal customers, but also increase and maintain a high level of engagement with their customers. This study measures customer engagement for a South African fertilizer company. In doing so, the study makes use, firstly, of a proposed customer engagement model, secondly, a customer engagement questionnaire and, thirdly, factor analysis as a statistical tool to identify the underlying construct embedded within the data. The results show that only five factors Trust, Involvement, Integrity, Repurchase and Loyalty are antecedents for customer engagement. These factors explain 76% of the variance. Furthermore, it is important to note that all the antecedents were regarded as important by the respondents, and all but one exceed the required 75% level of excellence. The data were tested for reliability and showed excellent reliability in excess of 0.90, as measured by Cronbach alpha. The main finding of the study is that a new model for customer engagement in the fertilizer industry is proposed. This model can be used by future researchers in the fertilizer industry, as well as other agriculture related industries. / MBA, North-West University, Potchefstroom Campus, 2014

The postmodern ultra-competitive global marketplace makes it difficult for companies to hold on to customers. This is especially true for industries that are driven by commodity products, and the South African fertilizer industry is not excluded from this statement. It is therefore important that companies not only operate to create loyal customers, but also increase and maintain a high level of engagement with their customers. This study measures customer engagement for a South African fertilizer company. In doing so, the study makes use, firstly, of a proposed customer engagement model, secondly, a customer engagement questionnaire and, thirdly, factor analysis as a statistical tool to identify the underlying construct embedded within the data. The results show that only five factors Trust, Involvement, Integrity, Repurchase and Loyalty are antecedents for customer engagement. These factors explain 76% of the variance. Furthermore, it is important to note that all the antecedents were regarded as important by the respondents, and all but one exceed the required 75% level of excellence. The data were tested for reliability and showed excellent reliability in excess of 0.90, as measured by Cronbach alpha. The main finding of the study is that a new model for customer engagement in the fertilizer industry is proposed. This model can be used by future researchers in the fertilizer industry, as well as other agriculture related industries. / MBA, North-West University, Potchefstroom Campus, 2014

This paper documents how Swedish firms implemented and executed open-market sharerepurchases over the period 2000 to 2007 by using a unique hand-collected data set withdetailed information of each repurchase transaction. I find that my sample firms have a higherrepurchase fraction in the first half of the repurchase year. Analysis of liquidity of stocksoffers mixed results as the first proxy, turnover, improves in the second half of the program,whereas the Amihud measure of illiquidity indicates lower liquidity. Positive abnormalreturns following approval of the repurchase program is documented and large repurchaseprograms are associated with higher abnormal returns. My multivariate analysis indicates apositive correlation between abnormal return and repurchase size. Finally, I also find thatmanagers in repurchasing firms exhibit market timing skill, a skill which is more pronouncedfor firms with multiple programs. / This version: July 2009

El presente trabajo tiene como objetivo analizar la relación entre las estrategias inbound en la fidelización y la recompra de prendeas de vestir femeninas en tiendas por departamento. Por ello se analizarán variables como estrategias Inbound, outbound, fidelización, comportamiento del consumidor específicamente femenino. Se tomó la decisión de analizar esto debido a que a pesar de la existencia de una variedad de artículos en línea existe un vacío teórico acerca del tema, razón por la que el trabajo se enfoca con mayor énfasis en las estrategias usadas por las empresas para que las clientas repitan la compra en especial de prendas de vestir en las tiendas por departamento. También, se espera analizar y constatar que las estrategias realizadas por dichas tiendas por departamento, impulsan a la recompra de las consumidoras. Por otro lado, el tipo de investigación a usar será descriptivo correlacional y de carácter no experimental transversal. Finalmente, para recolectar información se usarán entrevistas a profundidad a expertos del tema y focus group a las consumidoras. / The presente investigation aims to analyze the relationship between inbound loyalty strategies and the repurchase of female clothing items in department stores. Therefore, variables such as inbound, outbound, loyalty, specifically female consumer behavior will be analyzed. The decision was made to analyze this because, despite the existence of a variety of online articles, there is a theoretical gap on the subject, which is why the work focuses with greater emphasis on the strategies used by companies to customers repeat purchases of clothing in department stores in particular. Also, it is expected to analyze and verify that the strategies carried out by said department stores, promote the repurchase of consumers. On the other hand, the type of research to be used will be descriptive, correlational and non-experimental in nature. Finally, in order to collect information, in-depth interviews will be used with experts on the subject and focus groups with consumers. / Trabajo de investigación

Depois de mais de 30 anos da edição da Lei 6.404, de 15 de dezembro de 1976 e da publicação da Instrução CVM 10, de 14 de fevereiro de 1980, volta novamente o regulador brasileiro a sua atenção para os benefícios e perigos dos negócios da companhia com ações de sua emissão. Tal se torna evidente pela publicação, em outubro de 2013, do Edital de Audiência Pública SDM 11/13, por meio do qual a Comissão de Valores Mobiliários pretende substituir a antiga regra aplicável às companhias abertas por uma nova, de conteúdo mais moderno e aderente à nova realidade. Desenvolveu-se durante o século XX e XXI o estudo dos negócios da companhia com as suas ações, admitindo-se cada vez mais numerosas exceções ao inicialmente duro e absoluto preceito proibitivo positivado originalmente pela Aktienrechtsnovelle alemã de 1870. O estudo das finanças sociais e o aprimoramento dos mecanismos de salvaguarda dos interesses protegidos no decorrer do século XX e XXI forçaram (e ainda forçam) a redefinição dos seus contornos jurídicos. No que diz respeito a estes negócios, ressaltam como interesses escudados aqueles dos credores, dos acionistas e do mercado de capitais (e os investidores que nele atuam) os grupos de referência (Bezugsgruppen) do direito societário. É na proteção de seus interesses que se fundamentam as normas que os regem: a utilização de saldo de lucros tutela os credores, o princípio do tratamento equitativo protege os acionistas e as regras de prevenção a atos manipulativos e de repressão ao insider trading salvaguardam o mercado e seus investidores. É, portanto, no confronto com tais interesses que se deve avaliar a legalidade ou ilegalidade de cada um desses negócios, e não na simples (in)existência de uma exceção legal expressa ao conceito proibitivo geral. O art. 30 da Lei das S.A. estipula condições de validade dos negócios com ações próprias, e não meramente um rol de exceções taxativas. / Thirty years after the enactment of Law 6.404, of December 15, 1976 and CVM Instruction 10, of February 14, 1980, once again have the transactions of the company in its own shares gained the attention of the Brazilian regulatory authority, especially in consideration of the benefits and perils arising from them. This is evidenced by the publication, in October 2013, by the Comissão de Valores Mobiliários of Public Hearing SDM 11/13, the purpose of which is to replace the old rule applicable to public companies by a new one, containing a more modern approach on the subject and a more reality-driven concept. The studies about the transactions a company is allowed to perform in its own shares have had a great academic and empiric development during the XX and XXI centuries, the result of which has been the gradual acceptance of an ever-increasing list of possible exceptions to the inititally absolute prohibition originally stated by the german Aktienrechtsnovelle of 1870. The study of financial economics and the improvement of the legal protective measures designed over the last century have forced (and continue to force) a broad redefinition of these transactions legal boundaries. In respect to these transactions, the interests of creditors, shareholders and the capital market itself (including the investors which act in it) arise in the center of the legal protective framework they have been denominated as the reference groups of Corporate Law. Safeguarding their interests is the main purpose of the rules revolving around them: the use of profits and profit reserves safeguards creditors, adherence to the principle of equitable treatment adresses shareholder interests and the rules preventing manipulative acts and insider trading practices sponsor the interests of the capital market and its investors. Therefore, it is mandatory that any interpretation on the legality or ilegality of any given transaction by the company in its own shares be preceded by the examination of these concrete interests; this legal analysis cannot be limited to the verification of an express exception to the general rule. Article 30 of Law 6.404/76 must therefore be read as containing a general validity framework, and not merely an exaustive list of exceptions.

Depois de mais de 30 anos da edição da Lei 6.404, de 15 de dezembro de 1976 e da publicação da Instrução CVM 10, de 14 de fevereiro de 1980, volta novamente o regulador brasileiro a sua atenção para os benefícios e perigos dos negócios da companhia com ações de sua emissão. Tal se torna evidente pela publicação, em outubro de 2013, do Edital de Audiência Pública SDM 11/13, por meio do qual a Comissão de Valores Mobiliários pretende substituir a antiga regra aplicável às companhias abertas por uma nova, de conteúdo mais moderno e aderente à nova realidade. Desenvolveu-se durante o século XX e XXI o estudo dos negócios da companhia com as suas ações, admitindo-se cada vez mais numerosas exceções ao inicialmente duro e absoluto preceito proibitivo positivado originalmente pela Aktienrechtsnovelle alemã de 1870. O estudo das finanças sociais e o aprimoramento dos mecanismos de salvaguarda dos interesses protegidos no decorrer do século XX e XXI forçaram (e ainda forçam) a redefinição dos seus contornos jurídicos. No que diz respeito a estes negócios, ressaltam como interesses escudados aqueles dos credores, dos acionistas e do mercado de capitais (e os investidores que nele atuam) os grupos de referência (Bezugsgruppen) do direito societário. É na proteção de seus interesses que se fundamentam as normas que os regem: a utilização de saldo de lucros tutela os credores, o princípio do tratamento equitativo protege os acionistas e as regras de prevenção a atos manipulativos e de repressão ao insider trading salvaguardam o mercado e seus investidores. É, portanto, no confronto com tais interesses que se deve avaliar a legalidade ou ilegalidade de cada um desses negócios, e não na simples (in)existência de uma exceção legal expressa ao conceito proibitivo geral. O art. 30 da Lei das S.A. estipula condições de validade dos negócios com ações próprias, e não meramente um rol de exceções taxativas. / Thirty years after the enactment of Law 6.404, of December 15, 1976 and CVM Instruction 10, of February 14, 1980, once again have the transactions of the company in its own shares gained the attention of the Brazilian regulatory authority, especially in consideration of the benefits and perils arising from them. This is evidenced by the publication, in October 2013, by the Comissão de Valores Mobiliários of Public Hearing SDM 11/13, the purpose of which is to replace the old rule applicable to public companies by a new one, containing a more modern approach on the subject and a more reality-driven concept. The studies about the transactions a company is allowed to perform in its own shares have had a great academic and empiric development during the XX and XXI centuries, the result of which has been the gradual acceptance of an ever-increasing list of possible exceptions to the inititally absolute prohibition originally stated by the german Aktienrechtsnovelle of 1870. The study of financial economics and the improvement of the legal protective measures designed over the last century have forced (and continue to force) a broad redefinition of these transactions legal boundaries. In respect to these transactions, the interests of creditors, shareholders and the capital market itself (including the investors which act in it) arise in the center of the legal protective framework they have been denominated as the reference groups of Corporate Law. Safeguarding their interests is the main purpose of the rules revolving around them: the use of profits and profit reserves safeguards creditors, adherence to the principle of equitable treatment adresses shareholder interests and the rules preventing manipulative acts and insider trading practices sponsor the interests of the capital market and its investors. Therefore, it is mandatory that any interpretation on the legality or ilegality of any given transaction by the company in its own shares be preceded by the examination of these concrete interests; this legal analysis cannot be limited to the verification of an express exception to the general rule. Article 30 of Law 6.404/76 must therefore be read as containing a general validity framework, and not merely an exaustive list of exceptions.