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博碩士論文 etd-0805111-124655 詳細資訊
Title page for etd-0805111-124655
Customers’ Service Quality Expectations in Different Areas—An Empirical Study of a Japanese Multinational Enterprise
Year, semester
Number of pages
Liang-Chih Huang
Advisory Committee
Chin-Kang Jen
Date of Exam
Date of Submission
multinational enterprise, culture difference, employee training, service, expectation
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This study examined customers’ service quality expectations in three different countries to discuss how employee training programs should be designed and enacted in accordance with the different expectations in multinational enterprises. By using the dimensions in the SERVQUAL scale, brought up by Parasuraman et al., this study designed a set of questionnaire and distributed those to three different countries to see how different customers, under different cultural background, of targeted Japanese multinational enterprise evaluate each dimension in SERVQUAL. Results of this study suggests that different customers in different countries graded the level of importance of service items in dimension assurance and reliability differently, indicating that when setting up employee training programs, it is necessary for international HR managers to put these two dimensions into consideration and design various employee training program according to different cultural backgrounds to answer diverse customer needs.
目次 Table of Contents
Chapter 1. Introduction 1
1-1Research Background 1
1-2. Research Motivation 2
1-3. Problem Statement 4
1-4. Research Objective 4
Chapter 2. Literature Review 5
2-1. Service quality 5
2-2. Training and Service Quality Expectation 9
2-3. Training and Development Program in Multinational Enterprises 12
2-4. Culture and customer expectation: 15
2-4-1. Power Distance 18
2-4-2. Individualism vs. collectivism 19
2-4-3. Uncertainty Avoidance 20
2-5. Cultural differences between Taiwan, Japan and China: 21
Chapter 3. Methodology 26
3-1. Conceptual Framework 26
3-2. Problem Statement and Research Hypotheses 27
3-3. Research Instrument—questionnaire 28
3-4. Sample 31
3-5. Data 32
3-6. Data Analysis 33
Chapter 4. Results 34
4-1 Demographic Statistic of Sample 34
4-2. Descriptive Statistics 39
4-3. ANOVA Analysis 41
4-3-1. ANOVA analysis and Scheffe test in Variables and Country 41
4-3-2. ANOVA in four dimensions of the variables and demographic statistic 44
Chapter 5. Conclusion 49
5-1. Discussions 49
5-2. Managerial Implications 52
5.3. Limitations and Future Research 53
References 55
中文文獻 60
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衫本辰夫著,盧淵源譯,「事務、營業、服務的品質管制」,一版,台北,中興管理顧問公司,民國75 年6月。



鄭伯勳Cheng, Bo-Xun (1995),「相似或相異:海峽兩岸組織文化之比較研究」,台灣與大陸的企業文化與人力資源管理研討會論文集,台北:財團法人信義文教基金會,頁1-36。

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