Study on the Word-of-Mouth Effectsof Dental Implant

• Main Authors: Chin-Yuan Cheng, 鄭智元
• Other Authors: Yu-Lin Zhang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/40214261086946190566

碩士 === 銘傳大學 === 管理學院高階經理碩士學程 === 97 === All professionals, such as doctors, accountants, architects, actuaries, have to pass national specialty examinations to gain qualifications, so that they can undertake relevant expertise services, and the public can trust these professionals to serve for their needs due to the strict supervision by the government. The study motive came from the incompletion of Taiwan dental expertise system at present, compared to the system in Europe, America and Japan. Normally, each dentists with dental licenses can undertake dental implant surgery in Taiwan. Owing to working in an administrative position for many years, we do understand that dental implant is a invasive medical behavior that untrained dentists can lead to uncertain risks to our oral health. We, hereby, assume that the study on the word-of-mouth effects of dental implant can be an essential base to Taiwanese people for reference. The study aims to have a empirical discussion about the maximum word-of-mouth effects for professional services, and analyze its impact on the relationship between the internal knowledge standards and external imformation searching of consumers. Meanwhile, we have findings that “Word-of-Mouth” is the most significant symbol when consumers are satisfied with the services through the discussion on the variables of customer satisfaction and customer loyalty as well as the cognition of all sorts of service quality and differences. Lastly, we propose a series of improvement strategy for the organization of postgraduate service based on the consequence of this study. Although the final consequence will not be the same in every region or professional service, we believe the study can still be useful to the word-of-mouth marketing model.