Relational Benefits, Customer Satisfaction, And Customer Loyalty In Chain Store Restaurants

[[abstract]]This study aims to investigate the structural relationships among relational benefits, customer satisfaction, and customer loyalty in the chain store restaurants. Based on a theoretical background literature review, three types of customer relational benefits were determined: psychological, social, and special treatment benefits. Theoretical relationships among relational benefits, customer satisfaction, and customer loyalty were derived from the review of literature, and a theoretical model was proposed. The proposed model was then tested employing data collected from 267 customers of chain store restaurants. The results of subsequent analysis of the data indicated that relational benefits influence customer loyalty, and customer satisfaction with employees influence customer loyalty. In addition, the impact of which is partially mediated by satisfaction with employees. The managerial implications of these findings are discussed in the latter part of this article.[[notice]]補正完畢[[incitationindex]]EI[[booktype]]電子

Relationship development impacts on small suppliers and their larger customers in the Taiwanese electronics industry.

This study sets out to investigate the relationship development impacts on small suppliers and their larger customers in the Taiwanese electronics industry. More precisely, this research's principal goal is to outline a framework for relationship development of small suppliers and their larger customers in the Taiwanese electronics network. Recent research has shown that small suppliers may face a range of problems in their relationship with larger customers (Blomqvist, 2002; Johnsen and Ford, 2002; Johnsen, 2005). This research examines the relationship development impacts of relationship characteristics of small suppliers and their larger customers on the process of development of these relationships in the Taiwanese electronics industry. The chosen study method involves a phenomenologicalapproach using case studiesof the relationships of small suppliers and their larger customers in the Taiwaneseelectronics industry. Individual in-depth interviews in both customer and supplier firms with directors or managers who have been closely involved in the relationship are employed to collect relevant primary data. Through the literature review, a classification of relationship characteristicsof small suppliers and larger customers is developed and a relationship development stage model identified (Ford, 1980). A conceptual model of the relationship development impacts of relationship characteristics of small suppliers and larger customers on their relationship developmentprocessis developed, and guidesthe empirical study. Five sets of small supplier and larger customer relationships are examined. From each supplier organisation five persons are interviewed e.g. president, managing director, and marketing manager. Also five individuals in each of the customer organisations are interviewed e. g. vice-managing director, purchasing managerand others involved in supplier relationships. In total, there are 50 participants in 49 interviews, (since Case B supplier side had two participants interviewed together). The researcher analyses the findings from these five sets of customer and supplier relationships through the use of analysis matrices. The premise of this research is to provide a better assessmentof the relationship development impacts on the relationship characteristics of small suppliers and their larger customers on the process of relationship development in the Taiwanese electronics industry. It is hoped that this study can benefit small suppliers by developing a set of managerial lessons from the study concerning relationship development with larger customers in the Taiwanese electronics market. Furthermore, the research provides indicators that different types of relationship development impacts on the relationship characteristics may influence the relationship development process between small suppliers and their larger customers at different stagesof relationship

Brand and public relations in the Taiwanese not-for-profit sector : a case study of the Eden Social Welfare Foundation

In a competitive environment in Taiwan, not-for-profit organisations (NPOs) seek to differentiate themselves from other NPOs. ‘Brand’ improves the internal functions and competitiveness of these NPOs; attracts funding to them by making use of public relations (PR) strategies and techniques and expanding the access to public resources; and also conveys a slick corporate image to the public. This research project has adopted a PR perception of leading marketing concepts to look at charity brand strategy. This approach has been taken instead of the more common marketing-oriented perspective. NPOs exist because of their public service or social welfare missions. The best way to increase income is to raise accountability and interactions with the public or corporations through ethical relationship management as part of NPO PR practice. This thesis takes as its subject the Eden Social Welfare Foundation, which was established in 1985 and is one of Taiwan’s top five NPOs. The challenges faced by Eden in presenting itself as a caring, non-partisan organisation in an age of branding, competition and a public sensitive to the ethos of charity is investigated. The purpose of this study is to: (1) explore the role of branding within PR; (2) discuss how media represents NPOs to their stakeholders; (3) investigate co-branding issues in cooperative relationships involving differential power relations; (4) investigate the ethical risk of mission drift, where NPOs charged with a public mission can lose their way by becoming corporatised. In a comprehensive overview of the complexity of NPO PR, branding and power relations in Taiwan, relationship management has been shown to be at the heart of NPO PR. Trust is the critical element that ensures the organisation stays on the right path. This research has found, on one hand, that higher brand value facilitates better communication and involves shifts of power through brand power, media access, social networking and know-how. Co-branding and media coverage are assistant contributors, through framing, in building the charity brand. On the other hand, the study suggests ways to rethink the negotiation of power relations and the social perspectives between the public interest and commerce. Consideration should be given to a monitoring system for NPOs to ensure accountability and visibility that guarantees the public interest. The results also suggest that investment in training and upgrading skills in communication with outsiders is important in Taiwan, as part of NPO PR practice

Recruitment and retention of knowledge workers in Taiwan's high technology industry

Abstract Organisations need to have the ability to recruit and retain appropriate knowledge workers in order to create an inflow of knowledge and skills to develop and maintain their competitiveness. High technology organisations, particularly, rely on knowledge workers to transfer human capital into intellectual capital by turning technological knowledge into products. Taiwan is renowned for information and communication technology (ICT) product design and manufacture. This research uses Taiwan’s high technology industry as a sample to examine the recruitment, selection and retention practices for knowledge workers. Three organisation ownership types exist in Taiwan’s context: Taiwanese-owned,foreign-owned and non-private. This study asks: what are the current recruitment, selection and retention practices for knowledge workers in Taiwan’s high technology industry? Are there any differences in the three types of ownership group? Do ownership groups influence knowledge workers’ decisions to join or stay in their organisations? To answer these questions, a quantitative survey was conducted from September 2009 to March 2010, and two hundred valid questionnaire responses were collected (a response rate: 67%). Additionally, interviews were conducted with human resource managers in 10 organisations under various ownerships to collect information that was unobtainable in the questionnaire survey. This research contributes empirical evidence about the current recruitment/selection and retention practices for knowledge workers in Taiwan’s high technology industry. The results showed that organisations within various ownership groups preferred to use different practices. Taiwanese-owned firms predominantly used on-line agents to recruit knowledge workers and relied on employee ownership bonus programmes to attract and retain knowledge workers. Foreign-owned firms, significantly, used head hunters. They provided their knowledge workers with high base salaries, challenging and interesting work, and influential power over work-related decisions. Non-private organisations were significantly different in their adoption of company websites. They offered good training programmes, opportunities to access new technology, and attractive work-life balance, reflecting their research-oriented ethos.EThOS - Electronic Theses Online ServiceGBUnited Kingdo

Sustainable Business Models

The dynamically changing world economy, in an era of intensive development and globalization, creates new needs in both the theoretical models of management and in the practical discussion related to the perception of business. Because of new economic phenomena related to the crisis, there is a need for the design and operationalization of innovative business models for companies. Due to the fact that in times of crisis, the principles of strategic balance are particularly important; these business models can be sustainable business models. Moreover, it is essential to skillfully use different methods and concepts of management to ensure the continuity of business. It seems that sustainable business models, in their essence, can support companies' effectiveness and contribute to their stable, sustainable functioning in the difficult, ever-changing market. This Special Issue aims to discuss the key mechanisms concerning the design and operationalization of sustainable business models, from a strategic perspective. We invite you to contribute to this Issue by submitting comprehensive reviews, case studies, or research articles. Papers selected for this Special Issue are subject to a rigorous peer review procedure, with the aim of rapid and wide dissemination of research results, developments, and applications

Recruitment and retention of knowledge workers in Taiwan’s high technology industry

Abstract Organisations need to have the ability to recruit and retain appropriate knowledge workers in order to create an inflow of knowledge and skills to develop and maintain their competitiveness. High technology organisations, particularly, rely on knowledge workers to transfer human capital into intellectual capital by turning technological knowledge into products. Taiwan is renowned for information and communication technology (ICT) product design and manufacture. This research uses Taiwan’s high technology industry as a sample to examine the recruitment, selection and retention practices for knowledge workers. Three organisation ownership types exist in Taiwan’s context: Taiwanese-owned,foreign-owned and non-private. This study asks: what are the current recruitment, selection and retention practices for knowledge workers in Taiwan’s high technology industry? Are there any differences in the three types of ownership group? Do ownership groups influence knowledge workers’ decisions to join or stay in their organisations? To answer these questions, a quantitative survey was conducted from September 2009 to March 2010, and two hundred valid questionnaire responses were collected (a response rate: 67%). Additionally, interviews were conducted with human resource managers in 10 organisations under various ownerships to collect information that was unobtainable in the questionnaire survey. This research contributes empirical evidence about the current recruitment/selection and retention practices for knowledge workers in Taiwan’s high technology industry. The results showed that organisations within various ownership groups preferred to use different practices. Taiwanese-owned firms predominantly used on-line agents to recruit knowledge workers and relied on employee ownership bonus programmes to attract and retain knowledge workers. Foreign-owned firms, significantly, used head hunters. They provided their knowledge workers with high base salaries, challenging and interesting work, and influential power over work-related decisions. Non-private organisations were significantly different in their adoption of company websites. They offered good training programmes, opportunities to access new technology, and attractive work-life balance, reflecting their research-oriented ethos

Organizational, Technological, and Environmental Determinants of Electronic Commerce Adoption in Small and Medium Enterprises in Taiwan

In the Internet age, the development of electronic commerce (EC) was considered a major indicator of the overall competitiveness of organizations. Moreover, the EC marketing channel can bring customers more benefits, such as greater shopping convenience and potentially lower prices. In Taiwan, small and medium enterprises (SMEs) represent 98% of the total number of business. Today, most SMEs were forced to adopt EC by their major suppliers and value chain partners in order to carry out business processes more efficiently. Hence, the purpose of this study is to seek the determinants of the extent of EC adoption by SMEs in Taiwan. This study presents a framework based on Tornatzky and Fleischer\u27s (1990) OTE model that includes organizational context, technological context, and environmental context, which have been widely used to examine the factors that influence organizational technology adoption. According to the OTE model, the research model of this study identified nine determinants, including (1) organizational size, (2) CEOs\u27 attitudes toward EC adoption, (3) CEOs\u27 innovativeness, (4) CEOs\u27 technology knowledge, (5) CEOs\u27 perceptions of EC on relative advantages, (6) CEOs\u27 perceptions of EC on compatibility, (7) CEOs\u27 perceptions of EC on complexity, (8) information intensity, and (9) competition intensity. A quantitative, correlational, non-experimental and explanatory research design based on a questionnaire survey was used to collect data, test hypotheses, and answer research questions in this study. 1,500 CEOs of Taiwanese SMEs were randomly selected from the database of E-Volunteer and invited to participate via email on a hyper-link provided to the survey web site. A total of 219 usable questionnaires were obtained for data analysis. The results of this study indicated that all three contexts were important in the decision of EC adoption by Taiwanese SMEs. The findings also supported significance of five determinants that had a positive relationship with the extent of EC adoption. These determinants were organizational size and CEOs\u27 attitudes toward EC adoption, CEOs\u27 perceptions of EC on relative advantage and compatibility, and information intensity. No statistically significant relationship with the extent of EC adoption was established for CEOs\u27 technology knowledge, CEOs\u27 perception of EC on complexity, and competition intensity. This study may not only expand the current body of EC knowledge, but also contribute to the knowledge of CEOs concerning SMEs, EC consultants, suppliers or value chain partners, and government agencies

Dynamic capabilities and mediating effects of innovation on the competitive advantage and firm’s performance: the moderating role of organizational learning capability

The objective of this paper is to investigate the impact of exploration and exploitation capabilities on competitive advantage (hereafter CA) and performance, considering the mediating role of innovation capabilities (hereafter ICs) and the moderating role of organizational learning capability (hereafter OLC) on the proposed relationships. This investigation proposes a theoretical model tested using structural equation modelling (SEM), and a multi-group analysis is performed to understand the moderating role of organizational learning capability. A 90-item questionnaire exploring the relationships between dynamic capabilities (hereafter DCs) and innovation was developed, and a total of 387 valid questionnaires were collected from a sample of Portuguese’s smalland medium-sized enterprises (SMEs), a case of a transition economy. Therefore, this study contributes to the understanding of the direct and indirect impact of exploration and exploitation on CA variables, the mediating role of IC on CA and performance and the moderating effect of OLC in a transition economy.info:eu-repo/semantics/publishedVersio