Grove and Fisk ¡]1983¡^ had used the noun and idea of drama performance in the theater to compare the offering of service, such attendants as known as performer, customers as known as audience, and separate the front and back stage of service encounter clearly. At the same time, they offer the structure to easily understand the process of the wholly service contact and to help estimate the influence of each important link of service contact. So, this research focused on ¡§perceived value¡¨ of customer experiences through which, the ¡§visualized service backstage¡¨ in the service contact promotes the interaction of consumers and suppliers. Moreover, this study used the involvement of the back stage information and attention of attendants¡¦ appearance to moderate consumer experiences. The results showed that ¡§visualized service backstage¡¨ has positive influence on ¡§perceived value¡¨ with different levels, and customers have more consciousness on ¡§experience value¡¨. Actually the service with ¡§visualized service backstage¡¨ can really improve customers¡¦ perceived value. It not only can strengthen consumers¡¦ experience value, but also promote other different values of consumers. In fact, if service providers can use this advantage to create more perfect service performance by which the front stage and the back stage fully support. And it could bring to people more different service value than others. In addition, through the analysis of this study and real practices, it can help the service providers understand which value is the key factor to be attention for offering visualized service backstage.

The Critical Factors of Service Encounter satisfaction: Research on Restaurant Industry Author: Shao-Feng Chao Advisor: Dr. Yi-Heng Chou Abstract According to Directorate-general of Budget Accounting and Statistics Executive Yuan¡¦s survey of commerce and service industries in 1996, the statistics showed that the weight of Taiwan¡¦s restaurant industry became more and more influential in commerce. Its contribution to economic productivity cannot be ignored. However, the smaller business size and the easiness for entry enhance the competition and make it hard for operators to survive. To succeed in operation, the managers of restaurants have to emphasize not only the quality of physical goods but also the excellence of service quality, delivering what customers need and want. Many researchers have studied on service quality in recent years. They mainly use the closed questionnaire to measure how factors influence quality. It helps to understand service quality, but there are still some disadvantages. For example, its measure is closed and customers are no more than attitude accountants. Furthermore, the results can only show a part of service process, expressing no service encounters. To see more details about the service encounter between customers and service providers, this research adopts ¡§Critical Incident Technique¡¨(CIT). Customers¡¦ and service employees¡¦ opinions about the critical incidents which impacts on service encounters of fast-food restaurants and deluxe restaurants were collected, coded, and analyzed under the dramaturgical theory and Bitner¡¦s standard (BBM principle). It is to compare customers¡¦ view with service employees¡¦ and to identify the critical factors to service encounter satisfaction of fast-food restaurants and deluxe restaurants in Taiwan. The finding of the research is as followed. I. The critical factors to service encounter satisfaction of fast-food restaurants are: A. service employees¡¦ attitude and behavior, B. service employees¡¦ professional skills, C. the timely provision of service and the response to unreasonably delay, D. the performance of service processes and systems and the response to core service failure. II. The critical factors to service encounter satisfaction of deluxe restaurants are: A. the allocation of service environment, B. service employees¡¦ attitude and behavior, C. the quality of physical products, D. the timely provision of service and the response to unreasonably delay, E. the performance of service processes and systems and the response to core service failure. III. Service employees¡¦ attitude and behavior, the timely provision of service, and the performance of service processes and systems are all the critical factors to service encounter satisfaction no matter in fast-food restaurants of in deluxe restaurants. V. The factors, service employees¡¦ professional skills and the attention to customers, are only critical to service encounter satisfaction of fast-food restaurants. VI. The factors, the allocation of service environment, the quality of physical products, and the response to customers¡¦ preference, are only critical to service encounter satisfaction of deluxe restaurants. Key words: service quality, service encounter, dramaturgical theory, critical incident technique, restaurant industry

This diploma thesis aims to provide an overview of social networks issue, specifically of increasingly popular Instagram with regard to body and corporeality perception of its users and interpersonal interactions. The theoretical part of this thesis cover symbolic interactionism, which analyse the society through individual interactions and interprets them. Other theoretical chapters are dedicated to notions of self-presentation and body from the sociological point of view and current research of self-presentation and interactions in the Instagram environment. For the empirical part of this diploma thesis the qualitative approach has been chosen. The sample of studied individuals was composed using the purposive sample and the snow ball method, with respect to defined socio-demographic criterions. The sample is composed of man and women in the age of twenty to thirty years old, living in the Czech Republic, who are university students or absolvents. The data were obtained using semi-structured interviews and diary research. The audio record, text and photographs were analysed following the example of the grounded theory.

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Aux XVIe et XVIIe siècles, Plaute et Térence furent considérés comme les maîtres de la langue latine, et surtout comme ceux de la comédie. Ils furent cependant évalués et hiérarchisés en fonction d’une conception tout à fait spécifique, qui ne correspondait pas toujours à leurs propres comédies. Les deux auteurs possédaient en effet un statut préconstruit, incontesté, qui les maintenait pourtant dans une image imprécise. Afin d’éclaircir leur statut au XVIIe siècle, nous examinons leur place dans les programmes et la pratique théâtrale scolaires, au sein des différents cadres d’enseignement. Nous étudions également leur présence dans l’art de la traduction, car les versions françaises de Plaute et de Térence qui jalonnent les XVIe et XVIIe siècles contribuèrent non seulement à la naissance d’une théorie de la traduction, mais aussi à une réflexion sur l’art dramatique et la naissance de la « comédie française ». Nous questionnons enfin ce que ces deux dramaturges représentent, et ce qu’être jugé digne de leur succéder pouvait signifier. Enfin, nous tentons de savoir comment Molière a réussi, aux yeux de ses contemporains et successeurs, à synthétiser et à surpasser les qualités de Plaute et de Térence jusqu’à se substituer à eux dans leur rôle de référence. On espère, par cette analyse des multiples enjeux liés aux deux dramaturges latins, apporter une nouvelle contribution aux études sur le XVIIe siècle. / In the 16th and 17th centuries, Plautus and Terence were regarded as the masters of the Latin language, and above all as the masters of comedy. They were, however, judged and rated according to a very specific concept, not always consistent with their own comedies. The two authors enjoyed a preconceived and undisputed status which, however, maintained them inside a vague image. In order to cast light on their status in the 17th century, this thesis examines their place in curriculums and theatre practice in schools, within different teaching contexts. Their presence in the art of translation is reviewed, as the French versions of Plautus and Terence that punctuate the 16th and 17th centuries contributed not only to the emergence of a theory of translation, but also to a reflection on dramatic art and to the birth of the “comédie française”. The thesis then looks at what those two playwrights represent and what it might have meant to be considered their worthy successor. Finally, an investigation of how Molière managed, in the eyes of his peers and successors, to combine and surpass the qualities of Plautus and Terence to even take their place as a standard is undertaken. With the thesis, it is intended to make a new contribution to the 17th century, through this analysis of the multiple issues related to the two Latin playwrights.