A Practice Research of Service Strategy for Consultative Company to Small-and-Medium Enterprise in Middle Taiwan

• Main Authors: Shih-Shu Liu, 劉世樹
• Other Authors: Yung-Fu Huang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/45809991271707631266

碩士 === 朝陽科技大學 === 企業管理系碩士班 === 97 === Taiwan, it’s the proud of created economic miracle in the world. Actually a group of small-and-medium enterprises help it grew up. Small-and-medium enterprises used manufacturing flexible、quick feedback、quality upgrade、reasonable price、doing spirit, it supported the growth kinetic energy, let Taiwan shining the world. But regression of global effected on small-and-medium enterprises growth. How can make small-and-medium enterprises pass the regression？that is a main topic for the small-and-medium enterprises。Consultative company depend on self expert experience and knowledge, it can help small-and-medium enterprises. This research take five service quality structures of PZB to discuss with consultative company of relation to customer respect of service and satisfaction at service, at the same time use Importance-Performance Analysis to discuss with relation in different business to each other，it will be a reference to consultative company. In this research result. It is show the customer respect of service will affect satisfaction at service, but it is not every customer respect of service can affect satisfaction at service. To suggest that consultative company can refer to Importance-Performance Analysis of service item in second quadrant, to plan for strategy of improvement in customer service.