by Cheung Wai-yin Ronald, Chong Wing-kong. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1991. / Bibliography: leaf 95. / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.ii / LIST OF FIGURES --- p.iv / LIST OF TABLES --- p.v / CHAPTER / INTRODUCTION --- p.1 / Chapter I. --- METHODOLOGY --- p.5 / Chapter II. --- COMPUTER SOFTWARE AND SERVICES ENVIRONMENT --- p.7 / Hong Kong --- p.11 / Infrastructure --- p.11 / IT Manpower --- p.12 / Technical Capacity --- p.16 / Research and Development --- p.18 / Market Information --- p.19 / Supporting Hardware Industry --- p.22 / Role of Government --- p.25 / People's Republic of China --- p.28 / Infrastructure --- p.28 / IT Manpower --- p.30 / Technical Capacity --- p.32 / Research and Development --- p.34 / Market Information --- p.34 / Supporting Hardware Industry --- p.39 / Role of Government --- p.39 / Singapore --- p.44 / Infrastructure --- p.44 / IT Manpower --- p.45 / Technical Capacity --- p.48 / Research and Development --- p.50 / Market Information --- p.50 / Supporting Hardware Industry --- p.54 / Role of Government --- p.56 / Taiwan --- p.59 / Infrastructure --- p.59 / IT Manpower --- p.60 / Technical Capacity --- p.63 / Research and Development --- p.64 / Market Information --- p.65 / Supporting Hardware Industry --- p.68 / Role of Government --- p.71 / Chapter III. --- COMPARISON OF COMPETITIVE ADVANTAGES AND WEAKNESSES --- p.74 / Comparison of Infrastructure --- p.74 / Comparison of IT Manpower --- p.75 / Comparison of Technical Capacity --- p.85 / Comparison of Market Information --- p.85 / Comparison of Supporting Hardware Industry --- p.86 / Comparison of Role of Government --- p.86 / Chapter IV. --- CONCLUSIONS --- p.90 / Collaborative Model --- p.90 / Role of the Four Chinese Communities --- p.92 / BIBLIOGRAPHY --- p.95

Abstract “Customer Satisfaction” has many dimensions. The purpose of this research is to explore these dimensions briefly (using the Service Value Chain concept) and to determine the fundamental drivers of success in customer satisfaction from the perspective of a service organisation. Employees proved to be the pivotal element influencing the outcome of customer satisfaction, as they influence organisational behaviour, customer experience and business profitability. The outcome of the research also promotes the idea that organisations need to become customer - orientated, which requires organisational cultures to change. “Nuclei Drivers of Success in Customer Satisfaction” 3 Two noteworthy results were obtained from this research, which is viewed by the author as a significant contribution to the Service Value Chain. The two specific findings are the empirical evidence in the results of the relationship between Staff Defection and Customer Satisfaction and the relationship between Customer Satisfaction and Organisation Profitability.

Competitive strategies are an essential tool for sustainable competitive advantage. Particularly in the service industry, strategy has its significance as it plays a vital role in achieving customer satisfaction. This study investigates alignment of four service characteristics i.e. servicescape, service quality, quality and value with the firms’ strategy and how this alignment achieves customer satisfaction. A set of hypotheses were formulated to portray the significance of each of the four service characteristics and customer satisfaction in accordance with the firms’ competitive strategy. The investigations were done particularly within the fast-food industry, comparing two well-known fast-food chain restaurants namely, McDonalds and Max. A survey questionnaire covering the four service characteristics was prepared and distributed among the possible respondents. The analysis of the results was done with the help of SPSS. The results do not show any significant difference in McDonald’s or Max’s strategy in alignment of the four service characteristics. This thesis helps to understand the strategy dynamics of the service industry firms and what is or is not significant to them when customer satisfaction is to achieved; particularly for the fast-food industry.

The United States has high failure rates of small businesses, with 50% of new small business establishments failing during the first 5 years, and 60% of small business owners failing within the first 6 years of business operation. Small retail services business owners help provide job creation as a driver of growth for the U.S. economy. The purpose of this qualitative single case study was to explore the strategies small retail services business owners use to sustain their business for 5 years or more in San Diego County, California, with entrepreneurship theory as the conceptual framework. A purposive sample of 2 successful small retail services business participated in the interview process describing their perspectives. The research question aim was to identify strategies that successful small retail services business owners apply to sustain their business beyond 5 years. Coding keywords, sentences, and ideas from semistructured interviews and document analysis into categories was the key for the data analysis using method triangulation. Six themes emerged: (a) education and training skills acquired, (b) motivation, (c) brand awareness, (d) community involvement, (e) client loyalty, and (f) small business survival tactics. According to the responses of the participants, brand awareness and client loyalty were the most vital strategies to sustain business more than 5 years. The implications for social change include the potential to provide new strategies to support small retail services business toward sustainability; create strong relationships between small business; and enhance perceptions of community in order to increase sales, revenue, and job creation.

This paper examines the transformation of an industrial complex in the post-industrial city. I chose two study cases for research. Zollverein is an industrial complex and a World Heritage Site located in the city of Essen which is the 2010 European Capital of Culture. “798” art gallery in Beijing represents a clear example of the cultural movement, since 1990, for the renewal of art in China. (Greco and Santoro 2008) And this new cultural complex was created in what was once an industrial area. Through comparing the two areas Zollverein Coal Mine Industrial Complex in Essen and “798” art gallery in Beijing, I aim to highlight and discuss the similarities and differences of the process of transformation from an industrial area to a post-industrial one. After that, I can analyze some of the strengths, weakness, opportunities and threats from these two examples. Based on the conclusions drawn from the two cases, I will make a proposal for the reconstruction of Nanjing Jinsanli Rubber & Plastic Co., Ltd. I gave the new name “RUBBER SOUL” to this place. My design proposal for this area will bring the knowledge from the study-case analysis into practice. / My phone number is 13776657019

The overall purpose of this research was to add to existing theory of quality pertaining to the service provider's perception of quality. Quality in the service industry is difficult to assess because of the intangible, heterogeneous and labor intensive nature of services. In addition, personnel have varying perceptions of delivered quality based on their position within the organizational hierarchy. This study enhanced the Service Quality Model developed by Zeithaml, Berry, and Parasuraman (1988). An additional gap ("gap 6") was hypothesized and investigated. This gap describes the differences in perceived delivered quality by employees at different organizational levels (e.g., managerial, supervisory, and non-management employees) across different market segments. The researcher proposed that "gap 6" has a significant impact on total perceived delivered quality. The survey instrument addressed five dimensions of overall quality: tangibles, reliability, responsiveness, assurance, and empathy. The survey was administered to employees from hotels representing three market segments located within the same metropolitan area and managed by the same company. A 3 X 3 factorial design was used with three organizational levels (managers, supervisors, and hourly employees) and three lodging market segments (luxury, business-traveller, and long-term/suite). Data analyses included descriptive statistics, analysis of variance (ANOVA), and Tukey's Multiple Comparison Test.

Abstract “Customer Satisfaction” has many dimensions. The purpose of this research is to explore these dimensions briefly (using the Service Value Chain concept) and to determine the fundamental drivers of success in customer satisfaction from the perspective of a service organisation. Employees proved to be the pivotal element influencing the outcome of customer satisfaction, as they influence organisational behaviour, customer experience and business profitability. The outcome of the research also promotes the idea that organisations need to become customer - orientated, which requires organisational cultures to change. “Nuclei Drivers of Success in Customer Satisfaction” 3 Two noteworthy results were obtained from this research, which is viewed by the author as a significant contribution to the Service Value Chain. The two specific findings are the empirical evidence in the results of the relationship between Staff Defection and Customer Satisfaction and the relationship between Customer Satisfaction and Organisation Profitability.

This study aims to cover the topic of hindrances for sustainability progression within the service industry and address contextual differences which might influence the identified hindrances. The researchers have chosen to follow a qualitative research design using a multiple case study. Data was gathered through in-depth semi-structured interviews with two MNE’s and two SME’s in the service industry and was analyzed through data reduction and careful analysis.   Through the selected methods four main findings were identified. Primarily, the absence of engaging and supportive management was seen to drastically deter sustainability progression within a business to the extent of causing a complete stagnation in several cases. Additionally, the results point towards the importance of all levels of employees within an organization. Lack of employee engagement towards sustainability was a key hinderance which could disrupt implementation over a long periods of time. Thirdly the external environment was observed to have a major role in enabling as well as hindering suitability implementation. While the external environment was seen to provide guidance and motivation for corporate sustainability, it also led to varying limitations for all identified cases. Finally, prioritization of other areas was observed to hinder sustainability temporarily until focus could revert back to the topic.

近年來，由於學界與實務界發現開發新客戶之成本約為維持舊客戶之五倍，故當關係行銷之理念由Ｂerry在1983年提出後，關係行銷就廣為學界與實務界所研究。但是因為關係行銷之做法與傳統行銷之做法有許多的不同，故若實務界在實施關係行銷時未針對關係行銷之特性與做法而在服務體系上進行適當的調整，將使得關係行銷無法如達到預期之成效。 本研究利用服務行銷之理念，來規劃一適合關係行實施之服務體係。本研究主要的研究產業共有三類：汽車銷售業、百貨業、與健診業。在研究過各個案公司與相關文獻中所記載之其他服務業公司在關係行銷之做法後，本研究將目前關係行銷之做法歸納為五類：單純財規務結合、個人╱家庭財務結合、個人╱家庭社交結合、財務性結構結合、與服務性結構結合等。其中單純財務結合之重點在資料庫的建立；個人╱家庭財務結合之重點在於資料庫之分析；個人╱家庭社交結合之重點在於關係經理之管理；財務性結構結合之重點在於會員制度之設計；服務性結構結合之重點在於服務品質之確保與服務內容之規劃。最後，針對每一關係行銷之做法，本研究分別提出其服務體系之架構，以做為實務界之參考。

本篇論文將服務產業的企業類型依1. 產業的關鍵成功因素、2. 相關價值活動的分割程度、3. 組織不可避免的風險因子等幾個特點區分為效率型與創意型公司。探討兩種不同類型公司對各自所面臨的不同風險狀況採取的網路因應措施。 　　由於兩種不同類型的公司在風險矩陣上的位置有各自不可避免的風險因子，如效率型公司不可避免的風險因子為組織資源的僵固性，創意型公司不可避免的風險因子為需求環境的不確定性，為使公司能處在較低風險的位置上從事業務經營，兩種類型的公司各自往不同的方向進行風險對抗，而網路也可提供這兩種不同類型公司各自不同方向的風險對抗的能力。 　　在本論文中對何種類型的網路能提供這兩類型公司風險對抗的能力及其方法均有做比較，以釐清網路在風險對抗所提供的處理方式；並且由業者建構網路的目的歸納所有可能運用的不同類型網路，並將這些不同類型的網路的共同構面特點做一整理，已顯現其一致性的特點。 　　論文的研究結論如下：1. 效率型公司可運用網路獲得對抗風險與風險轉化的效用。2. 效率型公司為確保公司資源的有效運用，應建立緊密且正式化的網路連結。3. 創意型公司應扮演協調活動網路的中心，整合外界資源以因應市場需求的變異。4. 創意型公司為確保對環境變動的有效因應，公司所建立的網路應具有相當的彈性。5. 為避免對新事業產生不利的影響，企業不應過度介入子公司的經營。