Extant literature has a controversy over the effects of customer relationship on customer responses to service failure. Buffering perspective suggests that strong relationship can mitigate customers¡¦ unfavorable reactions to service failure; whereas amplifying perspective finds that these negative customer responses are enhanced by strong relationship. Until now, it still lacks a unified framework to explain the mechanisms under each perspective and to reconcile both perspectives. The motivation of this research is to fill up this research gap and to solve the controversy over the effects of customer relationship under service failures. By integrating interdependence theory and reciprocity theory, this research proposes a framework to analyze when and why each of buffering and amplifying effects would occur and how amplifying effects can shift to buffering effects. The major conjectures of the framework proposed by this research are that customer relationship has amplifying effects on customers¡¦ immediate responses while it has buffering effects on their prolonged responses; moreover, customers¡¦ immediate and prolonged responses are guided by different reciprocity motivations and the shift from amplifying effects to buffering effects is triggered by motivation transformation that can be enhanced by increasing a number of customers¡¦ social concerns. This framework is verified through one survey study and two experimental studies. Collectively, the results broadly support that: (a) a customer relationship has amplifying effects on customers¡¦ immediate responses while has buffering effects on their prolonged responses; (b) immediate responses are majorly governed by self-oriented motivations in reciprocation of the firms¡¦ past behavior, whereas to some extent prolonged responses are guided by relationship-oriented motivations in reciprocation of the firms¡¦ anticipated behavior; (c) transformation of reciprocity motivations triggers the shift from amplifying effects into buffering effects; (d) concern about future of relationship with the firm increases the possibility of transformation and thus the occurrence of buffering effects.

Due to the environmental regulations and acts proposed and initiated by EU, enterprises have to take the impact on the environment into account. As such, they need to standardize suppliers¡¦ production process and management mechanism in their supply chain to lower the impact of their products and production process to the environment. As a result, how to establish suppliers¡¦ awareness of environmental concept and share the knowledge of green product production and related environmental management practices have become the key issue about green supply chain management. This study uses case study method, and seven enterprises which perform well in environmental protection are interviewed. After analysis, there are seven issues are found in this study: 1. Environmental acts in the local markets have positive influence on the implementation of green supply management by global enterprises. 2. The more customization and modularized the product of enterprise is, the more they enhance their green supply management, in order to respond to environmental acts. 3. The emphasis on environmental acts will assist the long-term and cooperative relationship between enterprises and their suppliers. 4. The emphasis on environmental acts will affect positively the collaborative innovation of green supply management. 5. The relationship between enterprises and their suppliers will influence the types of sharing knowledge in green supply management. 5-1. When enterprises and their suppliers have short-term and contractual relationship, they tend to share only explicit knowledge. 5-2. When enterprises and their suppliers have long-term and cooperative relationship, they tend to share explicit and implicit knowledge. 6. The more innovative the products of enterprises, which also have the characteristic of an assembly plant and a system manufacturer in the supply chain, the more likely they play a leading and transferring role in the knowledge sharing of green supply management. 7. The relationship between enterprises and their suppliers, as well as types of shared knowledge, will impact the construction of knowledge sharing and the installation of the controlling (auditing) mechanism of green supply management. 7-1. When enterprises and their suppliers have short-term, contractual relationship, they tend to establish only basic and explicit knowledge sharing mechanism. 7-2. When enterprises and their suppliers have long-term, cooperative relationship, they tend to use more resources and build a comprehensive knowledge sharing mechanism, but have a more restrict controlling (auditing) mechanism as well.

The Internet as a new media has two distinct and powerful advantages: interactivity and data collection. The emergence of Web2.0 has taken advantage of these characteristics to provide a powerful platform for sharing opinions and communication in virtual communities. However, successfully managing a virtual community is the same as managing a company. The most important thing is to maintain a good relationship with its customers and retain loyal customers. Much previous research has reported that maintaining a good relationship with customers can produce long-term benefits to the organization. The purpose of this research was to investigate whether customer relationship and loyalty can be affected by the perceived interactivity of a website. We developed a research model and conducted an online survey on eight representative websites to collect data. The results show that there is no direct positive influence between the interactivity of a website and customer loyalty. However, significant indirect relationships exist. That is, the perceived interactivity of a website can affect the relationship quality, which will in turn affects customer loyalty. Relationship quality has a mediating effect between website interactivity and customer loyalty.

The orientation relationship and interfaces of Au5Sn with the Au (001), (110) and (111) surfaces have been studied with transmission electron microscopy. Au was evaporated onto the NaCl (001), (110) and (111) surfaces to form epitaxial Au thin films and Sn was evaporated onto the Au film and heat treated to form Au5Sn. Two types of orientation relationships were found: (1) (2-1-10)Au5Sn/(001)Au¡A(0006)Au5Sn //(-220)Au and (03-30)Au5Sn//(220)Au, which was found on the (2-1-10)Au5Sn/(001)Au interface; and (2) (2-1-10)Au5Sn/(-111)Au¡A(0006)Au5Sn //(-22-4)Au and (03-30)Au5Sn//(220)Au, which was found on the (2-1-10)Au5Sn/(-111)Au interface.The structures of the interfaces were analyzed. The free energy formation of AuSn is much larger than that of Au5Sn.Analysis of above results show that the differences of the interfacial energies between AuSn/Au and Au5Sn/Au may not be a significant. Therefore probably has a lower activation energy of AuSn nucleation and in the first plane to form at the AuSn interface.

Recently several enterprises are use to assisting the new employee with ¡§the mentoring function¡¨ for adaption and quick learning to get involved in their enterprises . And also there¡¦re some researches discussing about this issue. However, there should be an assumption in those is the person must be the formal employee of this company. Therefore, this research will be a case study which focuses on a foreign insurance company which has been for more than 20 years in Taiwan. The way they use of mentoring is different from others. They have started it from begining of recruit. It means that they will provide the level of management not only mentoring function but the estimate of the person whethere he/she may be the right one to take the job. That¡¦s the reason why I did research deeply in it in order to know more about the system of recruiting and training. In this case study, after using this function, the performance of new guys is obviously higher than other insurance companies. There¡¦re some my person opinions to suggest them and it might help them to consider more. Firstly, the company should fully authorise for the level of management to choose the person who suits to work in this company and work out tightly to gain the biggest benefits. Secondly, the case study shows that the company insists the way of recruit, hence the cost and training time would be higher than others. They should measure the whole system more completely for developing organization and staff settle.

In order to enhance the enterprise¡¦s competiveness as well as to improve the business opportunities and enterprise¡¦s profit in the increasing competitive market, the effective control and utilization of the customers¡¦ relationship has become one of the most important core competences. Therefore, to successfully implement the customer relationship management (CRM) system has played an increasing important role for the enterprises. However, the foreign enterprises will need to deal with additional issues and challenges caused by different business process and culture difference since the customer relationship management (CRM) system is mainly designed and developed from the headquarter. As various factors such as human resources¡A financial capital and time will need to be considered while implementing the customer relationship management (CRM) system, the main purpose of the study is to identify the key success factors so that the limited resources can be allocated and utilized in the most effective manner. After the review of the related literature of CRM system, the study used X company as the example to assess the key factors of implementing CRM system at X company, competent imported to the X company involved in customer relationship management, and work in their fields of work for seven years or more, and his position as manager above the level, pick out a total of five experts interviewed in this study. And then used the Analytic Hierarchy Process (AHP) method to analyze those factors and determine the priority. The result will be helpful to improve the quality of the decision making and the performance of the implementing the CRM system at X company and will also be used as the reference for future development. Bases on the result of this study, it can be concluded that ¡§organization¡¨ is the most important aspect for X company to implement the CRM system. For the overall factors, the support from the top management, the level of the participation and acceptance of the organization and the provision of the correct, secure and stable information are the top three important factors. In addition, the analysis of organization; information; environment dimension weights, the most important of each dimension is the support from the top management, the level of the participation and acceptance of the organization and the provision of the correct, corporate professional competence. Keywords: Customer Relationship Management, Foreign Enterprise, AHP

This study treated one of the top three securities firms, S, in Taiwan as the subject, and conducted cross-sectional analysis on all dealers¡¦ personal information and performance. By exploring the dealers¡¦ personality traits, this study probed into the effect on the dealers¡¦ job performance, and attempted to find the key success factors of their job performance from the traits of the dealers¡¦ physical dimension, experience or numerological characters. Finally, this study attempted to recognize the dealers¡¦ key success factors. The findings can serve as references for securities firms¡¦ employment and management of the dealers, in order to contribute to the personnel affair management in security industry. Unlike past studies that use questionnaire survey as the research method, this study massively analyzed the internal data of the company. The research was conducted in 2010, and collected 1175 samples of the dealers in the securities firm S. The variables of the dealers¡¦ job performance are the dealers¡¦ yearly market share of spot share, purchase amount of spot share, and net fee income. Regarding the dealers¡¦ personality traits, there are three dimensions (physical dimension, experience and numerological characters), including five variables. Empirical analysis is conducted by basic descriptive statistics and analysis of variance. The main findings are summarized as follows: 1) There is a significant relationship between the dealers¡¦ job performance and ages, and it reveals a significant difference. Female dealers¡¦ job performance is significantly superior to male dealers, indicating that physical dimension will influence job performance. 2) There is a positive relationship between the dealer¡¦ working years and job performance, indicating that experience will influence job performance. 3) There is a significant relationship between the dealers¡¦ job performance and star signs, and it reveals a significant difference. Sagittarius is advantageous for the dealers¡¦ business, indicating that numerological characters will influence job performance. This study concludes that the interaction between the dealers¡¦ gender and working years (star signs) significantly influences the job performance. Keywords: Securities dealer; personality traits; job performance; analysis of variance

Organizational justice literature indicates that high quality relationships will result in more favorable treatment of the individual. However, little has been done regarding how relationships with the supervisor (i.e., ingroup/outgroup identification, leader-member exchange, and guanxi: a Chinese concept for interpersonal relationship) can influence the effects of organizational justice on employees’ job satisfaction, organizational commitment, trust in the supervisor, and trust in the organization. Thus, the first purpose of this dissertation is to examine how different relationships with the supervisor influence the effects of organizational justice on individual and organizational outcomes. Further, most of the current research on organizational justice is done in the U.S. culture. But, there is still doubt that employees recognize principles of justice the same across all cultures, and that organizational justice would have the same consequences on affected employees. The second purpose of my dissertation is to investigate how the relationships between organizational justice and its consequences vary among employees with different cultural values, specifically in the U.S. and China. Finally, I explore the potential three-way interaction of relationships with supervisors, cultural values, and organizational justice on key outcomes. Specifically, I hypothesized that supervisor-subordinate relationships and cultural values will each separately moderate the effects of organizational justice on outcome variables. In addition, I hypothesized that there will be joint moderating effects of supervisor-subordinate relationships and cultural values on the influence of organizational justice. Data were collected from the U.S. and China to test the hypotheses of the present study. Results from hierarchical linear regression showed that only a small percent of hypothesized effects was significant and there was no strong evidence to support hypotheses. However, there were also some interesting results. LMX, guanxi, and ingroup identification all exhibited some extent of moderating roles on the effects of organizational justice, suggesting a multi-dimensional supervisor-subordinate relationship. Cultural values did not show much moderating effects as predicted. Threeway interactions among organizational justice, supervisor-subordinate relationships, and cultural values were more complex and did not show a consistent pattern. Possible explanations for these results and limitations were discussed. Contribution to the literature, practical implications, and future research were also addressed.

The Relationship Marketing Strategies of Musical theaters in Japan Despite the continued economic recession in Japan, there are some businesses that have maintained high profit margins and consumer demand. One such business is the theater, notably musicals, which provide high quality performances and stages. Gekidanshiki, a musical production company which has stunned Japanese audiences with high quality, translated Broadway musicals, and Takaratzuka, known for employing single, females only since its origin in 1912, as well as for creating the Star System. Both operate their own theaters and have multiple casts for each musical, which grants the audience choices as to what they will watch ¡V 5 at Takaratzuka, and 10 at Genkidanshiki. Moreover, both have also created special groups consisiting of core fans who act as liaisons between the theater and the audience, providing promotion for the theater and communicating the desires of the audiences back to the theater for no charge above and beyond being part of the theater community. Traditionally, communication between the theaters and the audiences is one way; theaters would cease promotions until a new production was in the works. Recently, the importance of two way communication between the theater and audience has been realized, and yet the intercommunication is still not effective. The Japanese theaters, however, have developed their own methods for instituting two way communication that is quite effective and provides the theaters with much needed promotion, feedback, and, as a result, consumers. The process the Japanese have created revolves around 3 steps: The first step is Awareness of the Theater; the theater must takes chances to contact audiences outside the expected demographic ¡V such as the Japanese providing free theater for the working class on occasion in order to get them interested in the theater, as well have a specific, recognizable operating system (Ensemble or Star System) and style of performance. The second step is Quality of Onstage Performance, which consists of actors and hard equipment. The actors can be dealt with by a system of education that can both satisfy the need for new faces and an objective review system of the actors. The hard equipment must be dealt with by high expense, not only in the area of onstage equipment, but also offstage; in Japan, some of the theaters, have special rooms for mothers to watch with their children where they do not have to worry about a child¡¦s crying disturbing others, or a daycare center so that housewives can come to the theater and not have to worry about their children. Finally, the most important step is to increase the frequency of consumption of performances. For any stationary theater, without the option to change location to gain a fresh audience new to the performances, maintaining, and, hopefully, increasing the consumers is the top priority. In Japan, the theaters have continued survive and their audiences consist of both faithful consumers and new consumers as well through a clever marketing strategy that is self-motivated. The Japanese theaters select volunteers from among their regular audiences who then become official members of the theater as theater advisors ¡V although, these theater advisors receive no pay ¡V and these theater advisors act as word-of-mouth promoters and also bring back the desires of the audience community so that the theaters may better respond to and meet those desires. Also, the theater advisors are selected by the theaters on the basis of the demographic they can best communicate with and the area they live in. Because all of the theater advisors are volunteers, the entire group is self-motivated, and harder working than a paid individual might be. I would like to both introduce the practical ¡§relationship¡¨ marketing strategies taken by Japanese theaters and review the history of these strategies in order to identify the key points that render them effective, and, in turn, the Japanese theater such a lucrative business. Finally, I would like to review the situation of Taiwanese theaters, and try to identify the reasons for the weakening of the operation of Taiwanese theaters. Most of the Taiwanese theaters are quite new and weighed down by financial problems that originate from the source of the target audience. Also, these theaters are lacking in the experience and knowledge necessary to construct the means of intercommunication between the theaters and the audiences. For Taiwanese theater to survive, it is urgent for them to take actions that will help create, perpetuate, and expand their market. By reviewing the actions of the Japanese theaters, specifically the Gekidanshiki and Taratzuka, I hope that the research will stimulate useful and new thinking in the field of the musical market.

none