Tourism factories are tourist attractions with values of manufacturing, culture, history, tourism, and recreation, providing a series of activities for tourists to experience the products and the manufacturing process in the mode of experiential marketing so as to enhance their cognition for the products and the corporate image. With the establishment of numerous tourism factories in Taiwan, to be competitive it is essential for the factories to develop unique and innovative modes that are difficult to imitate. This study explores experiential marketing, service innovation, customer satisfaction, and other related issues through research on the tourists of a certain tourism factory. It notes that experiential marketing and service innovation have positive effects on customer satisfaction. Tourists’ levels of consciousness of sensual and emotional experience in experiential marketing is very high. Therefore, to strengthen experiential marketing towards customers, applying electronic media to reinforce knowledge of the corporation and products will promote the corporation’s image and product packaging. It will also familiarize customers with the operating philosophy of the corporation and the characteristics of the products so that their purchase intentions will increase, resulting in sustainable development of the business.

The increase in the demands for surveillance of chronic diseases, long-term care, and self-health management has allowed mobile smart health wearable devices to become products with greater business potential in past years. Wearable devices being able to be worn for long periods are the most suitable for 24-h weatherproof monitoring. Nevertheless, most technological products are not developed specifically for older adults. Older adults might be apprehensive and fearful about the use of technological equipment and might appear “technologically anxious”, so it was wondered whether older adults could smoothly operate and comfortably use smart wearable device products, and how “technological anxiety” would affect their behavior and attitude towards using these devices. The variables of “technology readiness”, “technological interactivity”, “perceived usefulness”, “perceived ease of use”, “attitude”, and “intention to use” are therefore discussed in this study. Taking “technological anxiety” as the moderating variable to develop the questionnaire scale, the quantitative research with structural equation model is applied to discuss the older adults’ intention to use smart health wearable devices. The questionnaire was distributed to older adults’ community care centers, senior centers, and senior learning centers in Taiwan, and to an older adults’ group above the age of 60 with experience in using smart bracelets. A total of 200 questionnaires were distributed, and 183 were retrieved, with 166 valid copies. The research results reveal that users with higher technology readiness, and older adult users with higher technological interactivity, present a higher perceived ease of use and perceived usefulness. Technological anxiety would affect users’ attitude and further influence the intention to use. The research results could help understand older adults’ needs for using smart health wearable devices.

This study examines how each items of service quality may exhibit different impacts on customer satisfaction and uses DINESERV to carry out a questionnaire survey on consumers in the chain restaurant industry. As the Kano model and importance-performance analysis (IPA) each have their own definition and management strategies, using only one approach inevitably has its drawbacks. This study combines the Kano model and the IPA to investigate the critical service quality attributes in the chain restaurant industry. The results show the chain restaurant industry should exclude ‘care-free quality’ items, implement service quality centred on ‘keep up the good work’, use ‘high attractive quality attributes’ to strengthen the focus on improvement – as these attributes are able to strengthen the advantages of chain restaurants, and strive to maintain ‘high value-added quality attributes’ and ‘critical quality attributes’. The ‘high attractive quality attributes’ and ‘potential quality attributes’ do not directly affect consumer satisfaction; they can be viewed as a second priority for improvement. To enhance and maintain customer satisfaction, the abovementioned attributes are combined with potential quality attributes as a strategic weapon to highlight competitive advantage.

People are paying greater attention to health. To maintain a good health status and obtain food fast, customers may go to healthy fast-food chain restaurants such as Subway more often than before in China and Taiwan. Healthy fast-food chain restaurants come with a healthy spin, seeking to differentiate themselves from other fast-food restaurants. This paper combined the refined Kano model and the quality function deployment (QFD) method. The refined Kano model was used to understand how customers perceive service attributes developed based on DINESERV measurements. QFD was employed to describe the relationships among the critical service attributes and corresponding improvements as well as to identify the priority for these improvements. The analysis results revealed that providing limited offers (due to periods, seasons, and regions) should be at the top of their improvement list, followed by staff suggestions for ingredients, and a temperature display to enhance the image of fresh ingredients. Other improvement actions include providing regular launches of new flavors/products, designing new and attractive slogans, and providing restaurant apps.