Abstract Nowadays¡Mclinics are facing much heavier pressure than ever before¡O While under the National Health Insurance Program¡Mclinics are also faced with a dramatic increase in rivalry and a steep decline in outpatient population¡F how to obtain a competitive advantage has become the priority of each clinic¡O This study adopted literature reviews which focus on Relationship Quality¡]Trust¡BCommitment¡BSatisfaction¡^¡BPerceived Value and Customer Retention¡Mwhich employed to evaluate the empirical data collected from the 199 valid questionnaire samples¡O¡§Considerate toward patients¡¨¡B ¡§Patient satisfaction¡¨¡B ¡§Service quality¡¨¡B ¡§Cost effectiveness¡¨¡B¡§Medical service¡¨and ¡§Basic living¡¨are motives elicited from the data¡Mand analyzed by using principal component analysis¡Mvalidity analysis and reliability analysis¡O The results are as follows¡O ¡§Considerate toward patients¡¨ motivation has an obvious positive effect on the females¡O The education levels of outpatients has a correlation with ¡§Considerate toward patients¡¨ and ¡§Patient satisfaction¡¨ where the motivation constructs become stronger¡O In addition¡M¡§Considerate toward patients¡¨ and ¡§Medical service¡¨ motivations are correlated with the young adults¡O With the multivariate demographic data for reference¡Msustainable actions can be incorporated into the strategy management process for community clinics¡O The clinics can then possess key success factors from mastering outpatient preferences and clinic traits. Keywords¡G Perceived Value¡MRelationship Quality¡]Trust¡BCommitment¡BSatisfaction¡^¡M Customer Retention

Cable television is an essential part of Taiwanese¡¦ life and its penetration has been already over 80%. However, the community public are lacking of positive identification toward system operators because of some problems resulting from rapid development of the industry and industrial features. The system operators not only serve the principal client, the community public, but also play the key roles in the whole working. Unfortunately, cable system continues to merge and to converge since the Cable Radio And Television Law enacted.Besides, due to the financial default of over-competition, the cable television system operators ignore the operation and development of community relationship, which is highly associated with sustainable running itself. This is also the main discord between the cable television system operators and the community public.To make a comprehensive survey of the related research on cable television, most of them focus on the performance, management strategy, rating, satisfaction and program planning. Generally speaking, these researches lack of the discussion of community relationship. Therefore, the purposes of this research include three dimensions. n To discuss the operation of cable television system operators in managing community relationshipn To find out the requirement of the community public toward cable television system operatorsn To offer operational suggestions to the cable television system operatorsThis research aims at the cable television system operators in Kaohsiung as the target group. In order to understand the community public¡¦s needs of the cable television system operators, this research first takes advantage of focus group discussion to survey the community opinion leaders¡¦ comment and depth interview method to discuss how system operators manage their community relationship as well.The third step of this paper is to add quantitative dimension to complete the research. In this part, a survey to understand the opinions of community public regarding to the community relationship that cable television operate is processed. The last part of this paper explains the data with relationship marketing in three dimensions: identification, satisfaction and participation. This paper expects to offer operational suggestions to the cable television system operators.The main results as follow:n The cable television system operators offering the basic service obtain the identification and satisfaction from the community public.n The cable television system operators view the constructional participation as the highest level in building up the community relationship.n The community public highly expects the cable television system operators to play a local media role.n The cable television system operators should improve the participation and the relationship with community public.

Work and family lives are two inseparable domains for employees in the organizations. That causes a lot of research attention on studying work-family linkage and conflict, and on how job satisfaction being affected. The highlight of this research is to understand the impact of employees¡¦ relationship and closeness with their family members, defined as relationship quality, on the relationship between work-family linkage, work-family conflict, and job satisfaction. The purpose of this study is to find out the following questions: 1. How perceived work-family linkage is affecting work-family conflict, and how relationship quality is moderating? 2. How perceived work-family linkage is affecting job satisfaction, and how relationship quality is moderating? 3. How can work-family conflict affect job satisfaction? The result indicates a strong relationship between work-family conflict and job satisfaction. Moreover, relationship quality plays a significant role in influencing the relationship between work-family linkage and work-family conflict. Therefore, if the organization intends to improve job satisfaction, they should really work on eliminating work-family conflict. In the meantime, employees¡¦ relationships with their family members should be valued so that work-family conflict can be decreased.

With the rapid change of industrial economy and of the times, the customer service has gradually replaced both agriculture and industry. It has become the economic mainstream in the world and also played a key role in the global economy. Regarding the service industry, the most important thing is offering excellent services to customers, exclusive of product price, etc. Nevertheless, how do we provide customers with high quality service? Besides making relevant procedures and standard operations, the customer service is taken for an important portion. Customer service staffs¡¦ emotional management will affect not only their attitudes and behaviors but also their job satisfactions while providing services. The purpose of the study is mainly to explore if there are any significant relationships among emotional intelligence, relationship quality and job satisfaction. We take emotional intelligence (EI) as an independent variable, job satisfaction as a dependent variable and the relationship quality as intermediate variable. Furthermore, in order to understand the interaction among each variable, we take the perceived organizational support (POS) as a moderate variable between the relationship quality and the job satisfaction. This study utilized the Customer Service Representative provided by Telecom Co. for interview. By sampling of probability proportionate to size, the study distributed 600 questionnaires and got 479 valid ones. After analyzing with statistical methods such as t-test, analysis of variance (ANOVA), Pearson¡¦s product-moment correlation, and multiple regression, the main findings are as follows: 1.Customer service staffs are good at self-emotional management and have high EI. 2.There are significant personal differences in the dimensions of EI, relationship quality, and job satisfaction. 3.There is a significantly positive relationship between EI and job satisfaction. 4.There is a direct positive relation between relationship quality and job satisfaction. 5.The relationship quality has an intermediate effect on both EI and job satisfaction. 6.The perceived organizational support (POS) has moderating effects on relationship quality and job satisfaction. It found the higher the organizational support, the better trust relationship with organization will be shown; but less trust relationship quality with colleagues will be displayed.

The present research tested whether and how regulatory focus as a motivational variable influences the ways in which people appraise, process, and react to events in romantic relationships. Regulatory focus theory distinguishes between (1) a prevention focus, which emphasizes the fulfillment of security needs, duties and obligations, and is associated with heightened sensitivity to aversive outcomes, and (2) a promotion focus, which emphasizes the fulfillment of nurturance needs, accomplishments and aspirations, and is associated with heightened sensitivity to rewarding outcomes. Based on regulatory focus theory, it was assumed that promotion and prevention focused people would appraise, react to, and process interpersonal events involving a romantic partner in different ways. In addition, it was expected that the distinct ways of experiencing such events are reflected in differences in relationship quality. Three studies using college student samples were conducted to test these notions. Evidence was found that individual differences in chronic prevention focus affect the ways in which people react to aversive events in relationships. No support was obtained for regulatory focus theory??s predictions regarding prevention focus processes in association with rewarding outcomes, and predictions related to the promotion focus system were also not supported. As expected, chronic promotion focus was related to higher relationship quality, and chronic prevention focus was associated with lower relationship quality. Implications and suggestions for future research are discussed.

The biggest problem facing the groups of performing and visual arts is that the revenue and expenditure are unbalanced for a long time. Most of the art groups must raise money from enterprises or seek governmental subsidies. However, limited subsidies make it difficult for the art groups to manage their operations. A fundamental way is to set up foundations and let the audience understand and be familiar with art through popularizing it. Furthermore, it is essential to expand the audience base and to keep a long-term relationship with the audience via application of a concept of marketing to art marketing. In marketing, the service quality of the marketers is significant because it can influence customers¡¦ satisfaction, trust and loyalty. With the support of the loyal audience, enterprises can survive and the art groups can have sustainable operations. In this piece of research, the research object is performing and visual arts. It considers how the variables of influence (namely, substantial service, professional knowledge, interactive strength, reciprocal disclosure, cooperative will and recovery of critical event) affect the relationship quality (satisfaction and trust) and customer loyalty. Based on the finding of the present study, we conclude the following points: 1. The service quality of the visual arts marketers is slightly more important than that of the performing arts. An analysis of the data on relative appreciation shows that the service industry for both performing and visual arts marketing is approximately the same. In terms of relationship quality and customer loyalty and with respect to satisfaction, trust and loyalty, visual arts is slightly important than the performing arts. 2. Performing arts: the variables of influence on relationship quality show an apparent positive correlation. Influential variables on satisfaction are ¡§recovery of critical event¡¨, ¡§interactive strength¡¨, and ¡§professional knowledge¡¨ in order; influential variables on trust are ¡§reciprocal disclosure¡¨, ¡§cooperative will¡¨, and ¡§professional knowledge¡¨ in order. Relationship quality and customer loyalty presents a positive correlation. As to ¡§satisfaction¡¨, there is noticeable influence on customer loyalty. Each variable presents a noticeable positive correlation to customer loyalty. ¡§Reciprocal disclosure¡¨ has apparent influence on customer loyalty whereas the others do not have. 3. Visual arts: the influence variables on relationship quality present an apparent positive correlation. The variables of influence on satisfaction are ¡§recovery of critical event¡¨, ¡§interactive strength¡¨, and ¡§substantial service¡¨ in order; the variables of influence on trust are ¡§reciprocal disclosure¡¨, ¡§cooperative will¡¨, and ¡§professional knowledge¡¨ in order. Relationship quality and customer loyalty presents a positive correlation. The relevant intensity of the visual arts is greater than that of the performing arts. ¡§Satisfaction¡¨ and ¡§trust¡¨ both have apparent influence on customer loyalty, and ¡§satisfaction¡¨ is greater than ¡§trust¡¨. Each variable presents a noticeable positive correlation with customer loyalty. ¡§Professional knowledge¡¨ and ¡§interactive strength¡¨ both have apparent influence on the customer loyalty whereas the others do not have. 4. There is a remarkable differentiation among the variables of influence on relationship quality and customer loyalty in the performing and visual arts. With respect to relational selling behavior, the most noticeable one between the performing and visual arts is that marketing of the performing arts focuses more on population or small group marketing whereas marketing of the visual arts focuses more on customized marketing as a result of high price of creation. There is a remarkable differentiation between the performing and visual arts pertaining to the influence variables on satisfaction. Moreover, apart from the variables on ¡§reciprocal disclosure¡¨ and ¡§cooperative will¡¨ showing a remarkable differentiation, the remaining variables of influence on trust show remarkable differentiation. Concerning performing and visual arts, relationship quality of customer loyalty has noticeable variability and the variables of influence on customer loyalty show a remarkable differentiation.

Thesis (M.S.)--Auburn University, 2008. / Abstract. Vita. Includes bibliographical references (p. 66-72).

Canterbury, New Zealand, was struck by two major earthquakes in 2010 and 2011. Using a dyadic and developmental perspective, the current thesis first aimed to determine how the experience of earthquake-related stressors (including loss of material resources, trauma exposure, and ongoing earthquake-related stressors) and stress (posttraumatic stress symptoms) impacted individuals’ intimate relationship quality (Part 1). Data were collected from a sample of 99 couples at four time points over a period of approximately 15 months, with Time 1 completed 14 months after the 2010 earthquake (eight months post the 2011 earthquake). Data were analysed using moderated growth curve modelling in an Actor-Partner Interdependence Model framework. In line with expectations, posttraumatic stress symptoms were the strongest predictors of relationship quality. More specifically, individuals’ (actor) posttraumatic stress symptoms and their partner’s posttraumatic stress symptoms had an adverse effect on their relationship quality at Time 1. Demonstrating the importance of taking a developmental perspective, the effect of partner posttraumatic stress symptoms changed over time. Although higher partner posttraumatic stress symptoms were associated with worse relationship quality in individuals (actors) at Time 1, this was no longer the case at Time 4. Differences were also found between men and women’s actor posttraumatic stress symptom slopes across time. Using the same data and analyses, Part 2 built on these findings by investigating the role of a possible posttrauma resource available within the relationship – support exchanges. Overall, results showed that individuals were protected from any adverse effects that posttraumatic stress symptoms had on relationship quality if they had more frequent support exchanges in the relationship, however, differences between men and women and slopes across time were found. Although not the case initially, individuals’ relationship quality was worse in the longer-term if their partner reported receiving lower support from them when they were experiencing high posttraumatic stress symptoms. Results also suggested that although women coped better (as evidenced through slightly better relationship quality) with higher symptoms and lower support than men initially, these efforts diminished over time. Furthermore, men appeared to be less able to cope (i.e., had worse relationship quality) with their partner’s stress when they were not receiving frequent support. Contrary to expectations, negative exchanges in the relationship did not exacerbate any adverse effects that posttraumatic stress symptoms (experienced by either individuals or their partner) had on an individuals’ relationship quality. The theoretical and practical implications and applications of these findings are discussed.

This thesis aims to describe and analyse how companies establish and maintain relationship quality when outsourcing offshore. In literature we have identified that companies who outsource offshore encounter difficulties with quality and costs. However most of the contracts are renewed even though they encounter these issues. The reason is because relationships are valued higher. In order to create a long-term successful offshore outsourcing, it is of essence for companies to have guidance in how to establish and maintain an effective and fruitful client-vendor relationship.   The identified research research gap we will address in this thesis is the is a lack of research on how to establish and maintain relationship quality in an offshore outsourcing relationship, in terms of exploring the topic from both the client and the vendor perspective.   In the literature review theories and previous research on offshore outsourcing overall is presented, as well as explains what successful and unsuccessful is. The literature review elaborates on relationship quality and social exchange theory in relation to offshore outsourcing. Furthermore, it goes into detail of the variables that are of the utmost interest to create relationship quality. These variables are trust, commitment and satisfaction.   In this study both the client’s and the vendor's perspective is illustrated and compared. This was possible by conducting qualitative interviews with both client and vendor. The interviewees all had several years experience of working with outsourcing to or from India. The empirical finding from these interviews were analysed with help from the theoretical framework. However during the interviews we identified that communication is significantly important when establishing and maintaining relationship. To achieve success in an offshore outsourcing project the communication between the client and the vendor should be trustworthy, transparent, honest and clear, also conflicts should be solved through this type of communication.

This master’s thesis investigates the Swedish American Chamber of Commerce (SACC) in Chicago, a non-profit organization, in order to aid it with customer defection. The chosen literature contributes to a better understanding of customer behavior, and thus, customer defection, by examining customer retention, customer defection, switching behaviors, and different gaps that can occur in the relationship between a service supplier and its customers. Through a systematic combining approach and empirical findings gained through semi-structured interviews with both executives and defected customers, this study reveals that the main reason for customer defection is a perceived lack of value in their membership to the SACC, along with the sentiment that their business-oriented expectations are not being met. As for the SACC, the Board members have a varied range of views as to the value of defected customers, though overall, acquisition is prioritized over customer defection strategies.