政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/118530
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113451/144438 (79%)
Visitors : 51309062      Online Users : 869
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/118530


    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.
    Reference: 王鶴松，2005，金融危機與金融改革，臺北：財團法人台灣金融研訓院。
    白榮吉、葉啟弘、陳家慶、吳俊樺、許祐銘、張興誠與高加安，2015，企業導入行動App應用個案分析與探討－以金融保險業為例，管理資訊計算，第4卷（3月）: 184-200。(DOI: 10.6285/MIC.4(1).15)
    布雷特．金恩，2013，Bank 3.0－銀行轉型未來式，孫一仕譯，臺北：財團法人台灣金融研訓院。
    米卡求職顧問，2016，半澤直樹我一定會收回那五億！－企業金融業務工作介紹，網址：http://www.guidemycareers.com/2013/10/blog-post_8.html，搜尋日期：2018年5月21日。
    巫立宇與邱志聖，2015，銷售與顧客關係管理，臺北：新陸書局。
    吳安妮，2015，管理會計技術商品化：以ABC為核心之作業價值管理系統(AVMS)為例，會計研究月刊，第359期（10月）: 20-24。(DOI: 10.6650/ARM.2015.359.20)
    林南宏與何幸庭，2009，顧客價值與顧客關係管理績效之研究：來自台灣銀行業的顧客觀點，顧客滿意學刊，第5卷（9月）: 1-36。(DOI: 10.30066/JCS.200909.0001)
    林佳慶，2017，再次驅動經濟的新活力：金融科技生態的建立，臺灣經濟研究月刊，第40卷（8月）: 98-103。
    金融監督管理委員會，2016，金融科技發展策略白皮書（6月）。
    徐慧霞與何苔麗，2009，顧客關係管理系統導入對金融業顧客滿意度及忠誠度的影響，中華技術學院學報，第40期（6月）: 61-76。(DOI: 10.7095/JCIT.200906.0061)
    張瑞芬、張力元、姚銀河、侯建良、何佩勳與許芙瑲，2003，顧客服務管理，臺北：華泰文化。
    楊政霖與姜漢儀，2012，全球商用Apps 產業發展趨勢與商機，臺北：資策會產業情報研究所。
    蘇珊．契斯蒂與亞諾．巴伯斯，2017，FinTech金融科技聖經：全球86位FinTech先驅，第一手公開「金融科技做什麼？怎麼做？」，唐祖蔭、劉奕吟與陳世杰譯，臺北：商業周刊。
    羅伯．凱文，2002，銷售管理：打造並激勵無往不利的銷售團隊，林宜萱譯，臺北：美商麥格羅．希爾。
    羅時瑛，2013，銀行業企業金融之服務創新： 以T銀行之法金客服中心為例，國立台北大學企業管理研究所在職專班(EMBA)論文。
    證券櫃檯買賣中心與臺灣證券交易所，金融產業鏈簡介，網址：http://ic.tpex.org.tw/introduce.php?ic=U000&stk_code=2801，搜尋日期：2018年5月21日。
    Citi Velocity. 2016. Digital disruption：How FinTech is forcing banking to a tipping point. Available at: https://www.slideshare.net/FreekHermkens/how-fintech-is-forcing-banking-to-a-tipping-point. Accessed: November 7, 2017.
    Coase, R. H. 1937. The Nature of the Firm. Economica 4 (November): 386-405. (DOI: 10.2307/2626876)
    Cortimiglia, M. N., A. Ghezzi, and F. Renga. 2011. Mobile applications and their delivery platforms. IT Professional Magazine 13(September-October): 51-56. (DOI: 10.1109/MITP.2011.84)
    Eisenhardt, K. M. 1989. Building theories from case study research. The Academy of Management Review 14 (October): 532–550. (DOI: 10.2307/258557)
    Finextra. 2017. JPMorgan Chase pumped $600m into FinTech in 2016. Available at: https://www.finextra.com/newsarticle/30384/jpmorgan-chase-pumped-600m-into-fintech-in-2016. Accessed: March 20, 2018.
    Hartley, J. F. 1994. Case studies in organizational research. In Qualitative methods in organizational research: A practical guide, edited by C. Cassell and G. Symon, 209–29. London: Sage.
    Hicks, J. R. 1935. A Suggestion for Simplifying the Theory of Money. Economica 2 (February): 1-19. (DOI: 10.2307/2549103)
    Johnson, H. T. 1992. It`s time to stop overselling activity-based concepts. Management Accounting 74 (September): 26-33.
    Kandell, J. 2000. CRM, ERM, One-to-One decoding relationship management theory and technology. Trusts & Estates 139 (April): 49-53.
    Kaplan, R. S., and R. Cooper. 1998. Cost & Effect: using integrated cost systems to drive profitability and performance. 2nd edition. Boston: Harvard Business School Press.
    Kaplan, R. S., and S. R. Anderson. 2004. Time-driven activity-based costing. Harvard Business Review 82 (November): 131-138.
    Kaplan, R. S., and S. R. Anderson. 2007a. The innovation of time-driven activity-based costing. Cost Management 21 (March/April): 5-15.
    Kaplan, R. S., and S. R. Anderson. 2007b. Time-driven activity-based costing: A simpler and more powerful path to higher profits. Boston: Harvard Business School Press.
    Kotler, P. 1986. Megamarketing. Harvard Business Review 64 (March/April): 117-124.
    Leonard-Barton, D. 1990. A dual methodology for case studies: Synergistic use of a longitudinal single site with replicated multiple sites. Organization Science 1 (August): 248–266. (DOI: 10.1287/orsc.1.3.248)
    National Digital Research Centre (NDRC). 2014. So what is FinTech? (March).
    Pederson, C. A., M. D. Wright, and B. A. Weitz. 1984. Selling, principles and methods. 8th edition. Chicago：McGraw Hill.
    Peppard, J. 2000. Customer relationship management (CRM) in financial services. European Management Journal 18 (June): 312-327. (DOI: 10.1016/S0263-2373(00)00013-X)
    Peppers, D., and M. Rogers. 1993. The one to one future: building relationships one customer at a time. New York: Doubleday.
    PricewaterhouseCoopers (PwC). 2016. Blurred lines: How FinTech is shaping Financial Services. Available at: https://www.pwc.se/sv/pdf-reports/blurred-lines-how-fintech-is-shaping-financial-services.pdf. Accessed: November 7, 2017.
    Ryals, L., and S. Knox. 2001. Cross-Functional Issues in the implementation of relationship marketing through customer relationship management. European Management Journal 19: 534-542. (DOI: 10.1016/S0263-2373(01)00067-6)
    Schramm, W. 1971. Notes on case studies for instructional media projects. Working paper for Academy of Educational Development, Washington DC.
    Skinner, C. 2014. Digital Bank: Strategies to launch or become a digital bank. 1st edition. Singapore: Marshall Cavendish Business.
    Surane, J., and M. Weiss. 2016. Big banks turn Silicon Valley competition into profit. Available at: https://www.bloomberg.com/professional/blog/big-banks-turn-silicon-valley-competition-profit/. Accessed: March 20, 2018.
    Sykes, W. 1990. Validity and reliability in qualitative market research: A review of the literature. International Journal of Market Research (Journal of the Market Research Society) 32 (July): 289–328.
    Turney, P. B. B. 2005. Common cents : how to succeed with activity-based costing and activity-based management. Revised edition. New York: McGraw-Hill.
    Williamson, O. E. 1985. The economic institutions of capitalism. 1st edition. New York: The Free Press.
    Yin, R. K. 2014. Case study research: Design and methods. 5th edition. Los Angeles : SAGE.
    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:[Department of Accounting] Theses

    Files in This Item:

    File SizeFormat
    037101.pdf1172KbAdobe PDF25View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback