Cognitive Differences between Service Supply and Demand: An Empirical Study on Industrial Waste Disposal Firms

• Main Authors: Ho, Chun-Lung, 何俊龍
• Other Authors: Liaw, Shu-Yi
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/36781848689046330871

碩士 === 國立屏東科技大學 === 企業管理系碩士班 === 94 === Based on the client’s service demand and the firm’s service supply in the Industrial Waste Disposal field, this study aims to probe the cognitive differences of service contents. According to the literature reviews of professional ability, service quality, commercial image, treatment cost and reciprocal cooperation, this study designs surveys the client’s supervisors of environment department and the firm’s managers. The experts participating in environmental affairs are consulted, and then the quantity analysis is applied. The results show that: (1) Different firm’s scale has diverse values on the quality of supplying service. The larger firms pay much attention on the quality of service, however, the smaller ones focus on the contact with their old clients. (2) The more staff, amount of signed treatment and money, the higher attention on the quality of service. That means the firms who pay much attention on quality of service are easy to get the contracts from the big clients. (3) The clients much care the treatment cost than manufacturers, and they take more highly of the contents and amendment flexibility of contract than the manufacturers. The cognitive differences can be the primary guidelines to improve the quality of service of manufacturers. (4) In the matrix of supplying service, the study divides the firms into four patterns namely Excellence, Related Cooperation, Improvement Enhanced, and Quality leading firms. Accordance to the analysis results of management performances, this study also suggests the firms how to improve the content of service and adjust their service policy. Keywords: Waste Disposal Industry, Quality of Service, Cognitive Differences