企業國際化是為人類的幸福，組織的發展，經營資源與紓解貿易的障礙必須對外投資。多年來，國際企業不斷的蓬勃發展，許多先進國家的跨國企業為經營資源和貿易障礙在不同的地方開發市場、投資、銷售或生產，因此，在不同國家文化、種族以及人群，MNEs在當地子公司應該採取何種異文化管理，才能使企業能獲得當地市場的營業績效與顧客滿意度。
本研究採用日本在美投資子公司的在職員工數據，探討先進國家對先進國家的投資。 既然美國和日本的企業文化大相徑庭，在具有高度國際競爭力的產業中，日資企業在美國採用何種的異文化管理為最有利的方式，才能提高當地市場的顧客滿意度；並通過探索組織承諾的中介效應，了解如何加強提升顧客滿意度。同時本研究針對企業實施一般教育訓練與世界市民教育訓練，藉以了解兩種教育訓練所產生何種干擾效果。本研究透過RDE & Organic Sampling問卷調查方法，總計發出500份，獲得300個樣本回應，最終有效問卷為223份，回收率為44.6%。
研究實證發現，在具有高度國際競爭力的產業中， 在美國的日資企業採用第一文化管理對顧客滿意度提升，會較第二、三文化管理，有更佳的顯著關係。同時，當組織承諾越高也會使顧客滿意度更佳。特別是在企業實施倫理教育訓練的部份，日資企業對旗下美國員工實施高度的一般教育訓練，以獎金激勵員工士氣，當達到一定的程度後，外部激勵效果將無法持久。因此，企業的顧客滿意度無法持續的高度提升；此外，日資企業實施高度的世界市民教育訓練時，由於是內部激勵效果，員工不為獎金而是為了消費者的幸福，發自內心以匠心生產高品質產品，以關心做好售後服務，當企業越加強世界市民教育訓練，就越能使顧客滿意度持續提升。由此，當日本企業在美國投資採用母國的第一文化管理，並搭配倫理教育訓練，尤其加強世界市民教育訓練，讓美國員工能不為獎金，對組織承諾提升，為消費者的幸福努力，讓企業有更佳的競爭力。對未來有意至不同國家投資的跨國企業，藉以瞭解如何提升當地市場的顧客滿意度與國際競爭力。
Internationalization of enterprise can benefit the happiness of mankind, the development of the organization, the management of resources, and the increase of foreign investments. Over the years, international companies have continued to flourish. Many multinational companies have developed, invested, sold, or produced products in different countries. Therefore, multicultural management is the primary management for MNEs in local subsidiaries. The management will be able to obtain business performance and customer satisfaction in the local market.
This study uses the data from the current employees of Japanese subsidiaries that invested in the United States as sample. The data will explore how the Japanese subsidiaries used multicultural management system impact the customer satisfaction in United State. Also, the study has considered the additional factors, the training of employees and the education of citizens, to understand the interference effects of the study. The research adopted the RDE & Organic Sampling questionnaire survey method. A total of 500 copies were issued and 300 sample responses were obtained. The final valid questionnaire was 223, and the recovery rate was 44.6%.
We found that the multicultural management adopted by Japanese companies has a significant relationship with customer satisfaction. The higher the organizational commitment, the higher the customer satisfaction. When the organization is implementing a high level of general education and training, the customer satisfaction cannot be continuously improved because the external incentive effect cannot be sustained for the employees. On the other hand, enhance the world citizen training and internal incentive effect can motivate employees to produce high-quality products. As a result, the internal incentive can improve customer satisfaction. For multinational companies that intend to invest in different countries, the study can assist the companies on enhancing their competitiveness
