東亞論壇季刊471期英文

東亞論壇季刊

東亞論壇季刊471期英文

The Study on Service Quality and Customer Satisfaction – The case of the Customs Broker Industry

Ru-Ching Liang¹, Jing-De Weng², Li-Wei Lin³, Shih-shue Sher⁴

¹^.²Ph. D, Graduate University of Chinese Academy of Sciences of Management

³Master of Business, Management Development at Feng Chia University

⁴Associate Professor, Department of Business Administration, Feng Chia University

摘要

本研究的目的主要在探討報關業影響顧客滿度的變數，藉以企業形象、顧客期望、認知品質、認知價值、滿意度以及忠誠度等構念間的影響程度。透過台灣顧客滿意度指標 (TCSI) 服務業模式，來分析報關業顧客滿意度的前因與後果之關係。研究方法以問卷調查訪問中部地區的報關行之顧客，本研究使用Partial Least Squares (PLS) 進行整體結構模型分析，以瞭解各構念變數的影響性。研究結果顯示，除了顧客期望對認知價值與滿意度並無顯著影響外，其餘假設皆對滿意度產生正向影響關係。然而，顧客期望乃需藉由認知品質的中介效果影響認知價值與滿意度。

關鍵字：形象、顧客期望、認知品質、認知價值、滿意度、忠誠度

Exploring business strategies for tourist hotels

using dynamic DEA and Co-plot

Wei-Wen Wu

Associate Professor, Department of International Trade, Ta-Hwa Institute of Technology

e-mail: itmike@thit.eud.tw

Abstract

Appropriate business strategies may boost business performances. Although the tourism industry has become a significant economic sector, a growing number of new entrants lead to keener competition than ever before. Unlike the conventional approach, this paper based on the view of strategic benchmarking highlights that service performance analysis requires addressing three different performance measures (productive efficiency, service effectiveness and productive effectiveness) as well as the importance of sustainable performance across multiple periods. Hence, this paper proposes a solution framework that combines dynamic Data Envelopment Analysis (DEA) andsuper-efficiency DEA as well as Co-plot method to effectively explore potential business strategies for international tourist hotels.

Keywords: business strategy, strategic benchmarking, dynamic DEA, Co-plot

The Case Study of Analyzing Leisure Farm Manpower Policy-Case of Flying Cow Ranch

Shu-Yi Hsiao¹, Chien-Pei Ko², Shiu-Chuan Chiu³

¹Lecturer of China University of Science and Technology; Ph.D. Student of Department of Technology Application and Human Resource Development,

National Taiwan Normal University

² Assistant professor of Chingkuo Institute of Management & Health

³Ph.D. Student of Department of Technology Application and Human Resource Development, National Taiwan Normal University

摘要

休閒農場具有三生(農業生產、生活、生態)一體之特性，其最大特色是融合服務於其中，所以，休閒農場創新人才的培育與人力素質的提升，成為影響產業發展之重要關鍵因素。農場企業經營以人力資源為核心，政府對休閒農場之人力發展政策將影響該產業是否能邁向以專業與創新之人才發展，本研究擬探討國內休閒農場人才發展政策並加以分析研究，針對飛牛牧場個案深入觀察與深度訪談，了解其經營過程中人力規劃、培育和發展等相關議題，進行專家焦點團體討論，針對目前休閒農場人才政策分析所作之研究，包括確認問題、建立評估標準、定義可選擇之政策、評鑑可選擇政策、展現並區別可選擇政策、執行督導和評鑑政策成效，有助於將來休閒農業產業政策之規劃和業主在人力資源發展時之參考。

關鍵詞：人力資源發展、休閒農業、休閒農場、政策分析

Development of Technical Service in Technical and Vocational Colleges

Song-Lin Liu

Xian Eurasia University

e-mail: lsl@fvti.cn

Abstract

Great achievements have been made in technical service in technical colleges, which develop through founding period, development period, and mature period. Their achievements are due to their clear orientation, high level technical research institute, government support in laws and regulations, management, funds, college’s normative administration, and teachers’ persistence in research. Their experience in technical service provides reference for government policy support, school scientific research orientation, research platform and ability improvement.

Keywords: Technical colleges, Technical service

Developing competency models for MICE professionals

Yu-Ting Lee

Professor, Vice President, Ta Hwa Institute of Technology

e-mail: ittina@thit.eud.tw

Abstract

The MICE (Meetings, Incentives, Conferences, and Exhibitions) industry can bring out great business opportunity, and contributing to both regional and national economic development and tourism prosperity. Although numerous studies have discussed such issues regarding operation and management for the MICE industry, few studies have focused on the tasks of how to build and apply the competency models for the MICE professionals. To advance the MICE industry, it is required to effectively integrate software and hardware as well as operating mechanisms. However, the key factor for successfully boosting the MICE industry is dependent on the competences of related human resources. This research has successfully developed the competency models and weighting systems for MICE professionals, especially for MICE managers and planners.

Keyword: MICE, competency model, weighting system.

The Study of Entrepreneurship Impact to Value Innovation Related Influence Factors

-The Case of Pastry Industry

James K. C. Chen¹, Yun-Ru Wu²

¹Asia University Department of Business Administration Associate Professor

² Asia University Graduate Institute of International Business Master

e-mail : suiiop2000@yahoo.com.tw

Abstract

Entrepreneurship has become an important source of enterprise innovation. During the past, the focus of research was mainly the individual quality, the ability of entrepreneurial team, and the impact on product and technology made by the entrepreneurship. The purpose of this study is to explore the impact on value innovation made by the entrepreneurship. Discussion concentrates primarily on the problems and predicaments of the bakery industry during the entrepreneurial process and how the bakery industry eliminates problems and difficulties and makes a breakthrough on innovation for achieving the goal of business success. Through expert interview with entrepreneur, the unique capability of entrepreneur on integrating resources and organizing team can be understood better. In addition, the unceasing transformation and innovation, cumulative advantages, and the way of using the process of development opportunities to produce results of unlimited possibilities are talked over as well. The theoretical through literature review framework of this study is constructed on the four aspects of "Entrepreneurship", "Entrepreneurial team", "Micro-entrepreneurship", and "Value Innovation". How the enterprise places entrepreneurship in the new business, develops product Innovation and combines with its advantages for maximizing the value of innovation are also explored herein in this study.

According to the requirements of this study, the methods of descriptive statistics analysis, factor and reliability analyses, and regression analysis will be used for examination. The results of experiment show that entrepreneurial spirit, micro-entrepreneurship and entrepreneurial team have significant and positive impacts on value innovation. With the idea of creating business and the spirit of pressure resistance, entrepreneurs make substantial impacts on breakthrough and innovation of products or processes. As for the micro-entrepreneurship, the way of starting with enthusiasm and assessment of feasibility and then followed by investing in the start up business has a positive impact on the success rate of entrepreneurship. This study provides substantial references and suggestions for store business model, product manufacturing and innovative production process of the bakery industry.

Keywords: Entrepreneurship, Value Innovation, Micro-venture, Innovation, Entrepreneurial team

A Novel Solution Based on DEMATEL Method to Enhance Students’ Employability in Oral Communication

Yow-jyy J. Lee

Assistant Professor,Department of Applied English,

National Taichung Institute of Technology

e-mail:yjlee@ntit.edu.tw

Abstract

An inadequacy of oral communication competency and oral skills in new employees of recent college graduates reveal a discrepancy between business expectations and communication training at technological university students. The teachers of Japanese as Foreign Language (JFL) face a challenge of bridging this gap. Many scholars have found that a successful task performance of an oral report is confounded by speakers’ different types of communication apprehension (CA). However, it is difficult to master the control of different types of CA at the same time. Here arises an imperative issue on identifying the most influential type of CA in order to facilitate the development of communication competency in JFL vocational college students with a stepwise manner. To solve this issue, this article proposes an effective method, Decision Making Trial and Evaluation Laboratory (DEMATEL). The research concludes that the generalized-context CA, one type of CA, has the highest intensity. The result is in alignment with both the theory of CA and a recent study on Taiwan company’s employees, in which public speaking is the most anxiety-arousing situation. The findings are relevant to the pedagogy of Taiwan’s vocational universities in their endeavors to improve students’ public-speaking ability in Japanese and hence their employability.

Keyword: Communication apprehension; Japanese as Foreign Language (JFL); Technological and Vocational Education (TVE); Decision Making Trial and Evaluation Laboratory (DEMATEL)

The analysis of Great East Asia Co-prosperity Sphere’s Geo-political Code

Ching-Chuan Chen

Ph.D., National Sun Yat-Sen University

e-mail: hrandngo@yahoo.com.tw

Abstract

Theoretically, all countries would project their foreign adversaries which might be threats to their national security interest. These strategic assumptions in the foreign policies are based on the geopolitical code. Japan is no exception.

After the Russo-Japanese War in year, the concept of “Pan-ideen” and “Lebensraum” from Karl Haushofer, had transformed and developed into “Greater East Asia Co-prosperity Sphere” in 1930.

The geopolitical code is the multiple considerations) of national interest, demarcation of exterior threat and a set of projection to respond exterior threat as well as to justify about these responses or operations. When a country exercise its influence in peripheral region and become a regional power it would upgrade its foreign policy from regional level to a wider consideration of global level.

Basically, Greater East Asia Co-prosperity Sphere is a pseudo term of Japanese imperialism colonizes. It was created to reduce the Asian country’s resistance and to call for Asian countries to assist its Pacific War.

The contents of Greater East Asia Co-prosperity Sphere are by no means targeted for mutually beneficial interaction region conformity, in fact it was aimed to place Japan at the core of East Asia. In term of international politics, it has the implication of geopolitics.

By geopolitics approach, this article is trying to understand Japan 's geopolitics, to analysis geopolitical changing and the geo-strategy of East Asia and the geopolitical code of geopolitical code in 19th century.

Keywords: Greater East Asia Co-prosperity Sphere, geography strategy, geopolitical code, Lebensraum