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| Title: | 金融科技下顧客服務與作業價值管理之結合：以我國某金融機構為個案
The integration of customer service and activity value management system through Financial Technology |
| Authors: | 朱芷萱
Chu, Chih-Hsuan |
| Contributors: | 吳安妮
朱芷萱
Chu, Chih-Hsuan |
| Keywords: | 金融科技
顧客服務管理
作業價值管理
Financial technology
Customer service management
Activity value management |
| Date: | 2018 |
| Issue Date: | 2018-07-10 15:33:44 (UTC+8) |
| Abstract: | 當前金融科技較著重於提供顧客新型態的服務及產品，較少提及企業內部營運之事項；學者所探討的應用程式功能亦僅提及於客戶端，企業端之研究亦較少。而金融業之顧客服務管理亦較著重於顧客滿意度與顧客忠誠度之上升，卻較少提及該如何衡量個別客戶與產品之營收及成本。
因此本研究將以金融業為領域探討顧客服務管理及作業價值管理結合之方式，得出兩者原因型與結果型之整合性資訊後，探討其未來之預期效益。
The current financial technology focuses more on providing customers with new types of services and products, and less on intra-company operations. The application functions discussed by scholars are only mentioned on the client side, and there is less research on the enterprise side. The customer service management in the financial industry also focuses on the increase in customer satisfaction and customer loyalty. However, it does not mention how to measure the revenue and cost of individual customers and products.
Therefore, this study will explore the combination of customer service management and activity value management in the financial industry, and then derive the expected benefits based integration information. |
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| Description: | 碩士
國立政治大學
會計學系
1053530371 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G1053530371 |
| Data Type: | thesis |
| DOI: | 10.6814/THE.NCCU.ACCT.016.2018.F07 |
| Appears in Collections: | [會計學系] 學位論文
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