While withstanding a highly competitive environment, an increasing number of firms have recognized that intangible assets rather than tangible ones are vital to achieving competitive advantages. Intellectual capital has replaced physical capital as the primary basis of value creation. Although the importance of intellectual capital in ensuring superior competitive advantages is well accepted, exactly how these two constructs are related has seldom been investigated, particularly for the high‐technology industry. Taking a sample of 39 Taiwanese IC design companies, this study adopted data envelopment analysis and the Malmquist productivity index to evaluate the impact of intellectual capital on competitive advantage. The analytical results revealed that approximately one third of the companies sampled had excellent efficiency in intellectual capital management, while the others still had considerable room to improve their intellectual capital management. The results of this study provide a valuable reference for future studies in alternative contexts.

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Abstract-Because service failure can't be fully avoided in the process transmission, understanding the service failure severity and their impact on customer responses and designing effective recovery strategies have been recognized as important problems by both service researchers and practitioners. There is still a lack of research on the link between service disconfirmation and the value of a customer to the firm. Also the previous research on service recovery has not incorporated important contextual factors, such as the involvement level of individual differences and the perceived severity of service failure across customers, into analytical models or empirical testing. To address the aforementioned knowledge gaps. The research we would like to focus on building a disconfirmation theory, we would like to find out the affect from the gap between of disconfirmation and expectations of service recovery and perceived performance of service recovery to customer lifetime value in children English learning material/service. The empirical result demonstrates that service failure severity can enhance service recovery expectation in customers' mind. Analysis also indicates that both service recovery expectation and service recovery performance significantly affect service recovery disconfirmation. Last, service recovery disconfirmation also influences customer lifetime value significantly.Index Terms-Involvement, service failure, children english learning material, service recovery disconfirmation, customer lifetime value.

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