Little is known about how people evaluate credence attributes, that is, those attributes which the consumer often cannot fully evaluate even after purchasing and consuming the product. And yet consumers struggle to evaluate quality in several important product categories dominated by credence attributes such as food safety, medical services, legal services, and pharmaceuticals, among others. The dissertation explores the processes by which people form quality evaluations of services high in credence attributes and the consequences of those evaluations. Drawing on the service quality, dual-process social information processing, expert-novice and risk literatures, I develop a conceptual model to illustrate how skill and motivation moderate the ways people seek and integrate observable information to infer unobservable quality. The influence of quality evaluations on outcome, satisfaction, value, and loyalty is mapped. The model is tested in the context of a classic credence service, health care services with two large datasets using structural equation modeling. Study 1 draws on an existing patient satisfaction database (6,280 records) to measure the sources and consequences of quality evaluations. Study 2 validates Study 1 findings and extends those findings to show the moderating roles of product expertise and perceived risk on quality evaluation processes. The second study is tested with 1,379 consumers (patients) drawn from an online consumer panel. The research suggests service quality in this context refers narrowly to the attributes of the core product (here, the physician‘s medical competence); interpersonal and organizational quality are associated with value, satisfaction and loyalty, rather than overall quality. Two paths to quality evaluations appear to exist. In the first, consumers integrate evidence of the physician‘s capabilities, practices, and prior outcomes to reach evaluations of technical quality. In the second path, consumers rely on a trust heuristic in which observed interpersonal and organizational quality signals are used to build trust in the physician; that trust, in turn, influences perceptions of technical quality. The trust heuristic appears to be used when the stakes are low and, counterintuitively, when the stakes are high, just when superior evaluations are most needed.

Household administration is the basis of numerous administrative affairs. Generally speaking, the exercise of household data¡Ðbirth, death, marriage, divorce, adoption, guardianship, parental identification and residence changes¡Ðare basically reference to the government organizations and public and private groups. In October 1997, household administration fully implemented computerization throughout the island, and in June 1998, it passed through the government re-engineering program, with the ideas of enterprising spirit, customer-orientation, service-orientation and respect for citizens, to introduce government re-engineering to achieve the aim of new government movement. Therefore, it is more important to upgrade service quality in government agencies and to sastisfy customers¡¦ demands. However, household administration has implemented computerization for over 5 years, and the effectiveness of service quality is to be evaluated. This study was to evaluate the effectiveness and quality of public service rendered by Household Affairs Administration of Tainan City after it implemented computerization. This study adopted the PZB model, proposed by Parsuraman, Zeithamland and Berry¡]1985¡^to analyze the differences in the Cognition of service quality among the public, household administration supervisors and employees. The model developed ¡§SERVQUAL¡¨ measurement chart of service quality, serving as scientific foundation for household affairs administration to improve its service quality and draw up managerial strategy. The major findings are demonstrated as follows: 1. Gap examination: The 25 items of the survey in Gap1 and Gap2 related to service quality were rejected¡Fall the 25 items in Gap3 and Gap5 of service quality were rejected; in Gap3, employees did not feel satisfied with their service quality; in Gap5, service quality of household administration was to be improved. 2. Managerial strategy¡G Gap1, household administratiors should strengthen training in knowledge of speciality, ask colleagues to strive to be impartial in taking care of citizens applications, try to solve citizens¡¦ problems when they are in trouble, and come up with reward mechanisms to encourage morale to those whose telephone manners and service attitudes are good and kind. Gap2 builds up Organizational Learning, reinforces systematic thinking conception, and sets up the core value of upgrading service quality. Gap3 reinforces employees¡¦ character-building, emotional management, pressure management, communication and negotiation, and in-service training, and suggests to the superiors¡¦ time that untimely laws and regulations would be released in time. GAP5 improves in the perspectives of working environment and service facilities, positively collecting and accepting the public opinions, performing operational standardization, reinforceing control system and stressing the importance of teamwork. 2¡BAnalysis of differences¡G supervisors, employees, the public, paralegal and Li chiefs in Household administration would be influenced by sex¡Bage¡Boccupation and education of the public, it was found that occupation was the most powerful variable. 3¡BAnalysis of managerial matrix¡G B area showed an urgent need for improvement. There were 11 items, and it was the most important that household administration should offer one-stop services for the public. In managerial strategy, employees should strengthen in-service training, and combine ISO 2000 measured with six standard deviations in statistics to conduct management. Through the internet¡Bmedia and news propaganda, they should reinforce the guidance for the public on household administration laws and regulations to terminate the gaps. In showing concern, employees in household administration offices should pay much attention to the management of service quality, serve the public in the same mood and coordinate with the public¡¦s needs. In managerial strategy, they should carry out household registration and public affairs according to laws, especially seal imprint registration and reassurance¡Bissuance of ID cards, and do a good duty of a good keeper, and to take precaution to be forged, transformed and counterfeited to get rid of gaps. 4¡BThis study found that supervisors in household administration obtained higher average scores on emphasizing service quality than those obtained by their public, employees, and counter parts. The results indicated that the supervisors attached more important service quality than the other groups. The performance of household affairs administration offices should be evaluated based on the viewpoint of the public in order to provide service that meets the public¡¦s expectations. To remove all the gaps is what household affairs administration offices should do first in order to improve their service quality. In the theoretical perspective, Gap5 was the functions of Gap1, Gap2, Gap3 and Gap4 that each one of the gap was closely correlation. However, the finding was that Gap1 and Gap2 were highly negative correlation. So, the cognition between the supervisors and employees was greatly difference. To make thorough improvements was to launch the learning organization, reinforce Peter Mr. Senge¡¦s five disciplines¡Gchange mental mode, strengthen dynamic system thinking, beyond oneself, challenge oneself constantly, in-depth conversation to conduct group learning, change personal vision into the goal of organizational development and create shared vision. It finds out that the balance point of the problem upgrades the service quality and citizens¡¦ satisfaction, and creates the service-type government.

The purposes of this study are to investigate the customers¡¦ perception of the service quality and their continuative consuming behavior of leisure floral farms after their visit two farms of Taiwan Sugar Corporation. Based on the results of this study, suggestions are offered to managers of leisure floral farms. Survey research was conducted for this study. The subjects included 640 visitors from each area in two farms of Taiwan Sugar Corporation. And 498 acceptable questionnaire were collected. The acceptance rate was 80.76%. The questionnaire includes service quality volume and behavior intention volume proposed by PZB. The data are analyzed include analysis of association between background items and consumer experience items, t-test , one-way ANOVA, and stepwise multiple regression. The conclusions of this study are as follows: 1. There is positive correlation between service quality, royalty and pay-more intention, and irrelevancy to switch intention. 2. There is correlation between customer demand and floral information, price. 3. Most consumers who visit leisure floral farms are interested in flowers and plants. It indicates that leisure floral farms with potentiality to assimilate visitors into customers, particularly for diversified farms.

The rapid development of information technology (IT) has impacted the competitive environment between properties. Today, more and more companies introduce information system to flow internal messages freely, reduce the communication cost and provide support the important messages to managers for fast decision. By this way, the enterprise could maintain its competitive advantage. To introduce the information system¡]IS¡^ is really costly, companies should probe the effects before and after the investment of IS . We have learned from literatures that measurement of service quality is the proper means to gauge the information system. This study is to assess information system at the base of ¡uIS-adapted SERVQUAL instrument¡v and ¡uThree-column format¡v. A survey, which adapted to individual company, was conducted with some measures modified from the viewpoint of captioned company. 436 valid samples were taken from more than 8600 employees by stratified random sampling. The major findings are (1) instead of four dimensions expected from the original model, only two service components, attitude perspective and skill perspective, are identified in the service quality of information system for manufacturing industry,¡]2¡^the difference between ¡¥perceive quality¡¦ and ¡¥self-confident quality¡¦ is significant, ¡]3¡^Following the demographic variables among ages, positions, working departments and academic degrees, it appears no significant difference in the attitude perspective and skill perspective of service quality concerning information system.

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.

Currently global shipping industry has from grew stage advance to mature period. The container ship capacity of supply exceeds the demand and the economy depression impacted traditional industry fiercely more competitors join the market cause freight decline, shipping industry face to a difficult position. The transportation cost raises up accompanies by sources of energy price hike, the container ship performance improvement is getting important with each passing day. The case company depends on ¡§Port and Terminal Integrated Operating System (PATIO), and use super crane, transtainer(TT), tractor, radio data terminal (RDT) and related field partner to complete container handling process. The core competence to case company is focus on standard operating process (SOP), speedy customs formality and flexible practice. From studying academic references, case company¡¦s document and practice learn its business process reengineering rely on PATIO system as a major tool to shorten core process timing, improve vessel productivity and enhance service quality. First, the essay creates a pattern contains four phases and seven procedures for running business process reengineering (BPR), realize some topics on process improvement and management from primary data and secondary data provided by case company. Second, the study is evaluated BPR performance between beginning and finish. Third, the conclusion of key successful factors (KSF) to BPR includes: (1). Build up business vision and company values. (2). High-level management support and fully participation. (3). Equipment modification properly. (4). Management Information System Improvement. (5). Cross function member teamwork. (6). The speed of business process reengineering. (7). Employee and field partner commitment with enthusiastic participation. The conclusion of business process reengineering about case company summarize as following. 1.The pattern of business process reengineering contains four phases and seven procedures. - Planning Phase ¡P Create business vision ¡P Develop business process reengineering concept - Design Phase ¡P Map out business process reengineering contents ¡P Business process reengineering evaluation and design - Implement Phase ¡P Carry out business process reengineering plan - Measurement Phase ¡P Business process reengineering performance evaluation ¡P Continuously improvement 2.Seven key successful factors for achieving business process reengineering. - Build up business vision and company values - High-level management support and fully participation - Equipment modification properly (Bomb Cart Modification) - Management Information System Improvement - Cross function member teamwork - The speed of business process reengineering - Employee and field partner commitment with enthusiastic participation 3.To provide example for the same business to carry out business process reengineering

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Today, companies are operating in a fast-changing environment of intense competition. It is essential that they continuously improve their competitive advantage by working hard to strengthen the soundness of their business systems, raise their competitiveness, and improve the quality of their manpower resources. The foundation of any company is its intellectual capital, and this has become an important direction in human resource development. This research paper aims at the relationship between intellectual capital and competitive advantage as well as the effect of innovation and service quality on intellectual capital and competitive advantage. It also examines the moderating effect of strategy on the relationships between intellectual capital, innovation and service quality. Finally, this paper offers some helpful observations and suggestions on how companies may raise their competitive advantage. This paper focuses on the banking industry. Two questionnaires were designed, one for supervisors and the other for consumers. For the former, random and convenience sampling were employed. Questionnaires were mailed to a random sample of 200 financial institutions in Kaohsiung and Taipei, of which 82 responded, a return rate of 41%. For the convenience sample, through the assistance of friends and relatives, a further 48 questionnaire replies were received. For the customer survey, the questionnaire targeted those banks which had already responded to the supervisor questionnaire. Each bank used convenience sampling methods to survey 3-5 customers at its service center. In total, 122 banks returned 573 valid questionnaires. The data from these questionnaires were subjected to a variety of statistical analysis including Pearson's correlation, independent t-test , ANOVA and regression analysis with the following results: 1. Intellectual capital has significant and positive influence on innovation. 2. Intellectual capital has significant and positive influence on service quality. 3. Intellectual capital has significant and positive influence on competitive advantage. 4. Innovation has significant and positive influence on competitive advantage. 5. Service quality has significant and positive influence on competitive advantage. 6. Strategy plays a siginificant moderator role on the relationship between human capital and innovation. 7. Strategy plays a siginificant moderator role on the relationship between human capital and service quality. 8. Innovation has a significant mediating influence on the relationship between human capital and competitive advantage. Keywords: intellectual capital, strategy, innovation, service quality, competitive advantage

With knowledge economy coming, knowledge workers increase unceasingly. The public's demand for new information and policies provided by the government in this era of information economics is increasing day by day. Without a doubt, constructing a knowledgeable government that uses efficient ways of managing information in order to increase the usefulness of different information under the system, and a government which promotes service quality to the general public in order to increase the nation's competitiveness in the world has become a key issue for the administration. However, since only ¡§human being¡¨ can transfer any resources into valuable services and products to become concrete achievement performances; ¡§human capital¡¨ devotes to the promotion of service quality in the public sectors is an important influence. Ulrich (1998) define Intellectual Capital as¡G¡§Intellectual Capital = Competence * Commitment¡¨ However, views of human towards justice will influence the satisfaction of work, work effort, faith towards the organization and trust of supervisors, etc. Therefore, constructing a knowledgeable government in addition to high official quality, organization justice acts an extremely important role of connection. According to the above, This paper focus on the relationship between human capital and service quality. In addition, it provides insight to how knowledge management strategy affects human capital. Furthermore, we also want to discuss the mediating effect of organizational justice on the relationship of human capital and service quality. The sample in this study consisted of 99 supervisors, 105 personnel staffs, 476 civil servants, and 430 customers by convince sampling. The results demonstrated as bellows: 1. In public sectors, knowledge management strategy was positive related to human capital. 2. In public sectors, service quality increased when human capital was high. 3. In public sectors, human capital has significant positive effect on the civil servants¡¦ impression on organization justice. 4. In public sectors, civil servants¡¦ impression on organization justice has significant positive effect on service quality. 5. Organization justice mediated the relationship between human capital and service quality.

To supply the health care service has to possess plenty of professional medical knowledge. However, consumers cannot learn sufficient information from the health care market. As a result of unequal position in obtaining information, it is easy to create intenseness between doctors and patients. Patients need to know more about anesthesia and illness to relieve their anxiety. Based on the patient-centered idea to enhance medical service quality, this research expects to discuss the influence of the involvement of the education about preoperative anesthesia on hospitals¡¦ service quality through establishing appropriate anesthesia teaching videotapes. Then, the research tries to connect patients¡¦ satisfaction and their intend to return with the quality of hospitals¡¦ service. The research method is experimental, and the objects of this research are surgical inpatients from one medical center including 219 people in the test group who accepted introduction to preoperative anesthesia and 125 people in the comparative group who were taken care as usual. Some tools such as demography characteristic recording list, disease characteristic recording list, modified PZB (SERVQUAL) scale, satisfaction questionnaire from THIS¡]Taiwan Healthcare Indicator Series¡^and SPSS10.0 software were used to develop descriptive statistic analysis, item analysis, factor analysis, and one-way ANVOA and regression analysis. The results of this research appear as followed: 1. The recognition of hospitals¡¦ service quality has a positive influence on patients¡¦ satisfaction. 2. Patients¡¦ satisfaction has a positive influence on their intend to return. 3. The recognition of hospitals¡¦ service quality has a positive influence on patients¡¦ intend to return. 4. Patients¡¦ satisfaction produces an intermediary effect on the relationship between the recognition of hospitals¡¦ service quality and patients¡¦ intend to return. 5. The education about preoperative anesthesia produces no interference with the relationship between the recognition of hospitals¡¦ service quality and patients¡¦ satisfaction. 6. The education about preoperative anesthesia produces partial interference with the relationship between patients¡¦ satisfaction and their intend to return.