A Study of Relationship between Cross Culture Management and Customer Satisfaction: Employee Training as a Moderator -Compare to Subsidiaries of the United States, Japan, and United Kingdom MNE in Taiwan

• Main Authors: Tai, Yu-Jou, 戴宇柔
• Other Authors: Lin, Tsai-Mei
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/g52msu

碩士 === 中國文化大學 === 國際企業管理學系 === 103 === Multinational Enterprise are facing the problem of cross-border business, manager must be committed to seeking a method to deal with environmental changes, and improve organizational performance; Enterprise development lies in customer-oriented "customer satisfaction". If only focus on the creation of profits by damages consumer equity. Negative impacts might be caused on industrial environment; In this study, we focus on the United States, Japan and United Kingdom MNE subsidiaries in Taiwan, the cultural background differences and MNE understanding of the home country and the host country culture. How to use different “cross-cultural management” approach to motivate staff morale of subsidiaries in the host country is higher than local enterprises. Moreover, when considering employees, consumers and the long-term interests of society, Enterprises through the "staff education and training" to improve employee’s efficiency, quality and service. The most important key is "Global Citizen Education" which is companies implement the spirit of peace, humanitarian spirit of competition, dignity of life and corporate ethics. Starting from the heart of education and inspired employees inside with improve products quality and services through "craftsmanship and ingenuity". That can obtain high degree of consumer satisfaction and market competitiveness. The data collection method used in the survey questionnaire, sample firms from United States, Japan and United Kingdom to the subsidiaries to the investment staff. Total of 360 questionnaires, 293 valid questionnaires received. The response rate was 81.4%. The results showed that, cross-cultural management on customer satisfaction there is significant relationship, and the Moderator variable " Global Citizen Education" compared to the "general work educational training" for cross-cultural management and customer satisfaction of relationship showed a strong interference effect.