臺灣博碩士論文加值系統

This exploratory study focuses on what factors and moderating variables influence Ultra Pure Water Service (UPWS) customers in making a selection in favor of foreign or local UPWS staff in Taiwan who lead to the Staff Allocation Strategy (the assignment of the right UPWS staff for the customer) of the UPWS company. Here in this case study, it focus more on the quality factor called INTERACTIVE QUALITY (WHO delivers the service) to evaluate the quality gap/perceived service quality compared to the functional quality (HOW the service is delivered) and technical quality (WHAT is delivered).

This exploratory study focuses on what factors and moderating variables influence Ultra Pure Water Service (UPWS) customers in making a selection in favor of foreign or local UPWS staff in Taiwan who lead to the Staff Allocation Strategy (the assignment of the right UPWS staff for the customer) of the UPWS company. Here in this case study, it focus more on the quality factor called INTERACTIVE QUALITY (WHO delivers the service) to evaluate the quality gap/perceived service quality compared to the functional quality (HOW the service is delivered) and technical quality (WHAT is delivered).

CONTENTS

ABSTRACT i
ACKNOWLEDGMENTS ii
CONTENTS iii
1. INTRODUCTION 1
1.1 DEFINITION OF ABBREVIATIONS/ACRONYMS 1
1.2 RESEARCH BACKGROUND 2
1.3 RESEARCH MOTIVES 5
1.4 RESEARCH GOALS 6
2. LITERATURE REVIEW 11
2.1 COMMUNICATION/LANGUAGE PROBLEMS 12
2.2 CULTURAL DIFFERENCES 15
2.3 ULTRA PURE WATER SERVICE WORK PERFORMANCE 19
2.4 QUALITY GAP/PERCEIVED SERVICE QUALITY 22
3. RESEARCH METHODOLOGY 23
3.1 RESEARCH PROCESS 23
3.2 RESEARCH FRAMEWORK 26
3.3 RESEARCH METHODOLOGY 26
3.3.1 RESEARCH APPROACH 26
3.3.2 LITERATURE REVIEW ON CASE STUDY MODELS 26
3.3.3 INTERVIEW AND QUESTIONNAIRE METHOD 29
4. DATA ANALYSIS 32
4.1 DATA COLLECTION AND SAMPLE SELECTING 32
4.2 DEMOGRAPHIC PROFILE OF RESPONDENTS (FIRST STAGE) 32
4.3 DATA RESULTS 34
4.3.1 PERSONAL INFORMATION SECTION 1 34
4.3.2 COMMUNICATION SECTION 2 34
4.3.3 UPWS (ULTRA PURE WATER SERVICE)
WORK PERFORMANCE SECTION 3 34
4.3.4 CULTURAL DIFFERENCES SECTION 4 34
4.4 DEMOGRAPHIC PROFILE OF RESPONDENTS (SECOND STAGE) 35


5. STATISTICAL ANALYSES 36
5.1 STATISTICS ANALYSES OF
THE QUESTIONNAIRE (FIRST STAGE) 36
5.2 STATISTICS ANALYSES OF
THE IN-DEPTH INTERVIEW (SECOND STAGE) 38
5.3 OTHER FINDINGS OF THE INTERVIEW/QUESTIONNAIRE
AND IN-DEPTH INTERVIEW 48
5.4 CONCLUSIONS AND DISCUSSION 51
6. CONCLUSIONS AND FUTURE RESEARCH 54
6.1 SUMMARY OF THE RESEARCH 54
6.2 CONTRIBUTIONS OF THE RESEARCH 55
6.3 LIMITATION OF THE RESEARCH 55
6.4 FUTURE RESEARCH 56
7. REFERENCES 58
8. APPENDIX 1 61
9. APPENDIX 2 73
10. APPENDIX 3 85
11. APPENDIX 4 95

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