Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. A company would quickly lose business to competitors if under estimating the power of services. Therefore, the service management becomes more focus in foundry business. TSMC is the largest pure foundry service company with 50% of market share in foundry business. Customer partnership service is one of the core competences of TSMC. Long- term partnership is what TSMC treats customers and it¡¦s achieved by the win-win service strategy. There is a fewer paper to study the customer service in semiconductor foundry filed. This thesis is to study customer service strategy of TSMC. Why do chip design companies select TSMC as their major foundry source.

Strategic planners in retail banks are increasingly challenged to improve productivity, ensure high service quality and reduce operations costs while implementing their e-service strategy. This work aims to assess the current e-service operations strategy in the bank sector in Jordan and develop a framework for formulating e-banking strategies using gap analysis. Limitation of resources is hindering the shift from the current situation of the bank sector to a point where both the customer and the bank perspectives are fully matched and the gap between them is zero. If the available resources of the bank sector are utilised properly, the bank sector can move to a position near to that point which is closer to the customer requirements than the current situation. This can be achieved by constructing a model for an e-bank, the ¿Composite bank¿, which represents the industry best practice. Its performance captures the capabilities, resources and competences of the bank sector. A representative sample of the bank¿s customers was interviewed to fulfil a fully structured questionnaire based on the extant literature. Targeted managers in the bank 3 sector were then interviewed and completed a fully structured questionnaire based on the customer questionnaire. Both questionnaires were pre-tested to assure validity and reliability. The data analysis method was based on gap-analysis technique. The gap model provides a tool to identify critical elements for successful implementation of operations strategy and suggests actions to deal with them. The gap analysis approach was proved to be useful in other settings, such as measuring service quality, but there is paucity of applications in e-service operations strategies. An assessment tool and ¿working sheet¿ were delivered to pave the way for the strategic planners to assess the current situation of the e-banking strategy and to focus on the attributes/services which need more development. This procedure can be generalised to be applied in other industries (in service or e-service contexts), and other countries, both developed and developing.

Strategic planners in retail banks are increasingly challenged to improve productivity, ensure high service quality and reduce operations costs while implementing their e-service strategy. This work aims to assess the current e-service operations strategy in the bank sector in Jordan and develop a framework for formulating e-banking strategies using gap analysis. Limitation of resources is hindering the shift from the current situation of the bank sector to a point where both the customer and the bank perspectives are fully matched and the gap between them is zero. If the available resources of the bank sector are utilised properly, the bank sector can move to a position near to that point which is closer to the customer requirements than the current situation. This can be achieved by constructing a model for an e-bank, the 'Composite bank', which represents the industry best practice. Its performance captures the capabilities, resources and competences of the bank sector. A representative sample of the bank's customers was interviewed to fulfil a fully structured questionnaire based on the extant literature. Targeted managers in the bank 3 sector were then interviewed and completed a fully structured questionnaire based on the customer questionnaire. Both questionnaires were pre-tested to assure validity and reliability. The data analysis method was based on gap-analysis technique. The gap model provides a tool to identify critical elements for successful implementation of operations strategy and suggests actions to deal with them. The gap analysis approach was proved to be useful in other settings, such as measuring service quality, but there is paucity of applications in e-service operations strategies. An assessment tool and 'working sheet' were delivered to pave the way for the strategic planners to assess the current situation of the e-banking strategy and to focus on the attributes/services which need more development. This procedure can be generalised to be applied in other industries (in service or e-service contexts), and other countries, both developed and developing.

The staffs of Sunset Beach Resort have been deliberating the leisure and natural atmosphere as well as elegant dinning and accommodation environment since the opening in 2002. The service quality is our first priority. Since the national depression throughout the country in recent years, however, our management is facing great challenge now. Local customers¡¦ dinning habits also affect our decision making. Therefore, the most important issue of our management strategy is to improve the service quality and fulfill the customer satisfaction in order to increase the numbers of customers and income profit. This research is focusing on the service quality and customer satisfaction within Sunset Beach Resort. The flowing are the purposes of our research including: 1. the surrounding areas and customers¡¦ psychological factors and their influences on service strategy of marketing, 2. understanding of organization management, service strategy of marketing and service management system which significantly affects the service quality, 3. the relationship between service quality and customer satisfaction, 4. improvement of strategy methods which likely improve the service quality and customer satisfaction. Based on the introduction of the current cases, we first analyze the domestic economic environment and how it influences the business condition at Sea View Beach Resort. The design of the research methods is to interview the executives and employees within two weeks and to investigate the present conditions including: 1. organization management, 2. service strategy of marketing, 3. service management system which affects service quality and customer satisfaction. Additional two-week period interview is also applied on the customers of the hotel and restaurant including: 1. location factors: surrounding areas and traffic, 2. customers¡¦ psychological factors, 3. service strategy of marketing: marketing methods, 4. service quality, 5. customer satisfaction, 6. improving methods- customer enjoyment and fairness. The research also includes survey on customers of Sunset Beach Resort. The questionnaires contain two major portions - ¡§customer recognition¡¨ and ¡§basic information¡¨ in order to obtain: 1. location factors: surrounding areas and traffic, 2. service strategy of marketing, 3. service quality, 4. customer satisfaction, 5. improving methods and their mutual influences. The information processing methods comprise: 1. detail analysis, 2. narrative statistics analysis, 3. recurrence analysis, 4. single factor modification analysis. According to the outcome of the research and its mutual relations, the recurrence analysis reveals that location affects the service strategy of marketing; the service strategy of marketing of the hotel and restaurant affects service quality; service strategy and service quality affect customer satisfaction. The modification analysis unveils that customer age, occupation, monthly income, counts of dinning affect marketing method, service quality, and customer satisfaction; customer age, numbers of visit, and reasons of visit also affect the degree of satisfaction toward surrounding traffic. This research concludes some limited information which can be used in further references.

abstract: In two thematically related chapters, I explore the benefits incurred as companies actively respond to consumers who share positive word of mouth in digital environments (eWOM). This research takes a multi-method approach by first addressing the psychological impact of company response on the sharing consumer, followed by an examination of real behavioral consequences in a social media setting. Across six studies in Chapter 1, I find support for a conceptual model indicating that consumers who receive a company response to their positive eWOM experience greater satisfaction compared to no response, leading to increased intentions to engage in future positive eWOM on behalf of the company, both through social media and online review websites. Furthermore, I find that consumer perceptions of response personalization lead to judgments of company effort and that these two elements mediate the effect of response on consumer satisfaction. In Chapter 2, using a dataset of firm responses to positive consumer feedback on Twitter (tweets) from 79 apparel retailers, I find that company responses to positive consumer tweets can generate consumer engagement behavior in the form of continued interaction. Company responses that use consumer-oriented language increase the likelihood of consumer interactivity. However, this effectiveness depends on whether the consumer's audience is the company or their broader network of followers. I also show that, in some conditions, companies achieve higher consumer engagement by personalizing responses with the consumer's name. Together, the findings from these two chapters point to the need for companies to strategically practice positive eWOM management, both to promote consumer engagement behaviors and to avoid the negative outcomes associated with unresponsiveness. / Dissertation/Thesis / Doctoral Dissertation Business Administration 2017

Purpose – The purpose of this master thesis was to extend the understanding of the capabilities needed to enable the organizational transformation required throughout the servitization process. This research aims to identify what capabilities for servitization were important for the case company and understand how these capabilities were developed by adopting a dynamic capability perspective. Methodology – This research adopted a single-case study design to collect and analyze in-depth information about the interviewee’s experiences and perceptions about the case company’s servitization process. Findings – This research developed a holistic set of capabilities for servitization which were critical for the case company to enable organizational transformation within the context of product-oriented servitization. Four main capabilities for servitization were uncovered Strategic Alignment, Customer Relationship, PSS Innovation, and PSS Delivery. Moreover, a framework was created dividing the capabilities into higher- and second-order dynamic capabilities, hence explaining the importance of dynamic capabilities for the development of capabilities. Theoretical Implications – This study extended the understanding of capabilities for servitization by mapping them within the context of the case company. This research also displayed the role of high-order dynamic capabilities as the case company’s capacity to transform and manipulate the organization with the purpose to build second-order dynamic capabilities; therefore, denoting a capability hierarchy by which to distinguish between high- and second-order dynamic capabilities within the context of servitization. Managerial Implications – This research provides managers with a comprehensive collection of capabilities to take into consideration when formulating or executing strategy within the context of product-oriented servitization. Additionally, the distinction among high- and second-order dynamic capabilities for servitization may provide servitizating manufacturers with a new approach to map, organize and prioritize capability development based on the understanding of their function and related micro-foundations.

The Malaysian property development industry contends with economic challenges arising from increased competition and property glut in the market. The situation is further worsen by the onslaught of world disasters for example tsunamis, earthquakes, bird flu pandemic and terrorist attacks, thus weakening the spending power of property buyers and investors. This exploratory research therefore investigated the importance of Emotional Intelligence (EQ) in enhancing customer service for sustainable competitive advantage. Guided by an analytical framework, it reviewed the key issues in the context of customer service within the Malaysian property development industry, the existing challenges faced by Malaysian property development companies, emotional intelligence (EQ) and training and development.The identified research gaps permitted the crafting of three Research Propositions. The combined outputs from the literature review, analysis of the research data and conclusions provided useful insights on the research problem. The case study methodology, supplemented by two other categories of exploratory research, namely experience surveys and one-on-one interviews, were the research techniques used to test the research propositions.The participants involved in the experience survey and one-on-one interviews included Heads of Department from the case-study company, Frontline employees, existing clients and vendors supplying goods and services to the case-study company. The procedure of data analysis consisted of examining, categorising, tabulating and recombining the evidence to address the research problem and the related research questions.The testing, by this research, yielded useful insights on the research problem.First, in order for Malaysian property developers to gain a sustainable competitive advantage, there is a need for fresh emphasis and commitment towards customer service, placing special focus on the development of employees in the area of emotional intelligence (EQ) through the reinforcement of emotional competencies. Despite efforts to enhance customer service through training programmes, the lack of effectiveness needs to be addressed and new measures should be undertaken.Second, the need for Malaysian property development companies to understand the importance of building a service culture and to begin by formulating and implementing a service strategy and it is here that leadership plays a critical role in ensuring the success of every customer service programme throughout the entire organisation. This suggests that new approaches to creating a service culture are necessary, benchmarking with best practices of service leaders around the world, even from different industries. Third, the need for the customer service training model to be reviewed and revamped. It calls for new emphasis on the development of emotional intelligence (EQ) competencies, to ensure training effectiveness and the achievement of customer service excellence through human capital.Finally, the research findings permitted the construct of a policy framework for securing sustainable competitive advantage. The research yielded useful insights for theory and model building. In respect of enhancing customer service to achieve sustainable competitive advantage in the Malaysian property development market, the research findings suggested a Service Culture Development Model that will ensure that customer service excellence can be maintained and delivered consistently, leading to a sustainable competitive advantage in the marketplace. In respect of enhancing customer service through the development of EQ competencies in every employee and throughout the organisation, the research findings suggested a new Customer Service Training Model, where EQ competencies development programme becomes the pre-requisite foundational programme for all employees, prior to the training of customer service skill-sets. In order to create a service culture throughout the entire organisation, a customer service-oriented organisation will ensure that all employees, including top management personnel, participate in the EQ development programme.Follow-up research to test a model, based on this framework should further contribute to new theory development in emotional intelligence impacting customer service in the Malaysian property development industry.

The Malaysian property development industry contends with economic challenges arising from increased competition and property glut in the market. The situation is further worsen by the onslaught of world disasters for example tsunamis, earthquakes, bird flu pandemic and terrorist attacks, thus weakening the spending power of property buyers and investors. This exploratory research therefore investigated the importance of Emotional Intelligence (EQ) in enhancing customer service for sustainable competitive advantage. Guided by an analytical framework, it reviewed the key issues in the context of customer service within the Malaysian property development industry, the existing challenges faced by Malaysian property development companies, emotional intelligence (EQ) and training and development.The identified research gaps permitted the crafting of three Research Propositions. The combined outputs from the literature review, analysis of the research data and conclusions provided useful insights on the research problem. The case study methodology, supplemented by two other categories of exploratory research, namely experience surveys and one-on-one interviews, were the research techniques used to test the research propositions.The participants involved in the experience survey and one-on-one interviews included Heads of Department from the case-study company, Frontline employees, existing clients and vendors supplying goods and services to the case-study company. The procedure of data analysis consisted of examining, categorising, tabulating and recombining the evidence to address the research problem and the related research questions.The testing, by this research, yielded useful insights on the research problem.First, in order for Malaysian property developers to gain a sustainable competitive advantage, there is a need for fresh emphasis and commitment towards customer service, placing special focus on the development of employees in the area of emotional intelligence (EQ) through the reinforcement of emotional competencies. Despite efforts to enhance customer service through training programmes, the lack of effectiveness needs to be addressed and new measures should be undertaken.Second, the need for Malaysian property development companies to understand the importance of building a service culture and to begin by formulating and implementing a service strategy and it is here that leadership plays a critical role in ensuring the success of every customer service programme throughout the entire organisation. This suggests that new approaches to creating a service culture are necessary, benchmarking with best practices of service leaders around the world, even from different industries. Third, the need for the customer service training model to be reviewed and revamped. It calls for new emphasis on the development of emotional intelligence (EQ) competencies, to ensure training effectiveness and the achievement of customer service excellence through human capital.Finally, the research findings permitted the construct of a policy framework for securing sustainable competitive advantage. The research yielded useful insights for theory and model building. In respect of enhancing customer service to achieve sustainable competitive advantage in the Malaysian property development market, the research findings suggested a Service Culture Development Model that will ensure that customer service excellence can be maintained and delivered consistently, leading to a sustainable competitive advantage in the marketplace. In respect of enhancing customer service through the development of EQ competencies in every employee and throughout the organisation, the research findings suggested a new Customer Service Training Model, where EQ competencies development programme becomes the pre-requisite foundational programme for all employees, prior to the training of customer service skill-sets. In order to create a service culture throughout the entire organisation, a customer service-oriented organisation will ensure that all employees, including top management personnel, participate in the EQ development programme.Follow-up research to test a model, based on this framework should further contribute to new theory development in emotional intelligence impacting customer service in the Malaysian property development industry.

Práce představuje v širším kontextu paradigmata servisně orientované ekonomiky a ukazuje jejich vliv na podnikové a firemní strategie. Pokouší se dát dohromady tradiční modely podnikových a firemních strategií s nově vznikající vědou o službách. Práce ukazuje hlavní myšlenky servisně orientované ekonomiky v porovnání s tradiční produktovou ekonomikou. Jako výsledek srovnání práce poukazuje na potřebu nového přístupu k byznysu, který vychází z aktuálního dění ve světě. Práce přináší sadu doporučení pro formulace podnikových a firemních strategií v servisní ekonomice. V praktické části jsou výsledky demonstrovány a použity pro strategii ve vybrané firmě.