政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/128117

政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/128117

English | 正體中文 | 简体中文 | Post-Print筆數 : 27 | 全文笔数/总笔数 : 113318/144297 (79%)
造访人次 : 51098246 在线人数 : 917

RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.

搜寻范围

查询小技巧：

您可在西文检索词汇前后加上"双引号"，以获取较精准的检索结果

若欲以作者姓名搜寻，建议至进阶搜寻限定作者字段，可获得较完整数据

进阶搜寻

主页 ‧ 登入 ‧ 上传 ‧ 说明 ‧ 关于政大典藏 ‧ 管理

到手机版

政大機構典藏 > 商學院 > 經營管理碩士學程EMBA > 學位論文 > Item 140.119/128117

请使用永久网址来引用或连结此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/128117

题名:	顧客關係管理下之衝突管理探討-以A公司為例 An exploration of conflict management under customer relationship management (CRM)：a case study of A Company
作者:	羅佩伶 Lo, Pei-Ling
贡献者:	羅明琇羅佩伶 Lo, Pei-Ling
关键词:	顧客關係管理衝突管理顧客的需求顧客滿意度 Customer relationship management Conflict management The needs of customer The satisfaction of customer
日期:	2019
上传时间:	2020-01-03 15:56:02 (UTC+8)
摘要:	在以往的年代，企業在經營事業時只管將其所想要推出的產品推出即可，消費者從以購買產品能不能用之「理性消費」演進成喜不喜歡的「感性消費」、再到對產品、服務滿意或不滿意的「感動消費」，企業因應時代潮流的改變，從企業成立之初有人力、資金、產品、成本到了提昇速度和彈性反應等競爭優勢，也訂定了正確的策略方向-「滿足顧客的需求」，留住顧客、讓顧客滿意才是企業利潤的來源。本研究結合顧客關係管理及衝突管理兩者領域，以實際個案之研究發現和分析，說明企業是如何在為了要達成目標或任務中與顧客發生衝突的情況下之顧客管理機制。本研究利用個案研究法分析目前全球科技資訊相關產品製造的A公司為例，探討其透過何種衝突解決方法以達成任務和目標，同時也鞏固了與顧客之間的關係。從實際個案研究發現，取得顧客信任、符合顧客購買需求、提供顧客多元服務以及協助與顧客之間的作業流程改善等是以互動和連結方式來維持顧客。任務衝突和關係衝突這兩種衝突，更顯著表現其足以影響企業的經營績效，而在與顧客發生衝突時之解決方法又以部份妥協(Compromising)、合作 (Collaboration) 、問題解決(Problem Solving)、部份協商(Negotiation)的正面態度尋求雙贏之解決方式為最適當之處理方法。實際個案案例驗證了企業必須建立與顧客親近的策略和正確且有效的顧客關係管理，來達到以顧客價值最大化之顧客滿意度。 It was appropriate to promote any product with the free wills of enterprises in the past whereas the enterprises have to follow the alternations of trends, by the transformations of consumer behaviors from rational consumption to sensitive consumption, and then to touching consumption. From the considerations of human power, capital, product and cost to the competitive superiorities of pace and flexible responses, enterprises have to establish accurate strategies to satisfy the needs of customer, retaining them to become the sources of business profits. The study is to combine customer relationship management with conflict management, enumerating how enterprises implement the mechanism of customer management to achieve their targets and missions under the conflicts with customers, through the analysis of empirical case. Case study is adopted to analyze the A company, which is a global technology information product manufacturer, and scrutinizing how A company deal with its mission and target as well as consolidate the relationships between customers. In the lights of the results, the maintenance of customer is based on the reliance of customer, the needs of customer, the multiple services, and the assistance of operation process between customers. Moreover, the business performance of enterprise is significantly affected by mission conflicts and relationship conflicts, and the positive attitudes of partial compromising, collaboration, problem solving and partial negotiation strategies are appropriate ways to eliminate customer conflicts to seek win-win situation. Empirical case verifies that enterprises have to build customer-oriented strategies and accurate and effective customer relationship management to reach the maximum customer values of the satisfaction of customer.
參考文獻:	中文部份：安迅資訊系統公司 (民88) 。整合企業經營策略與顧客關係管理。企業電子化經理人報告，3，20-25。余朝權 (民 94)。組織行為學二版。台北市:五南圖書出版公司。巫立宇、邱志聖 (民 107)。銷售與顧客關係管理修訂版。台北市:新陸書局股份有限公司。吳欣穎 (民89)。企業導入顧客關係管理之研究 (未出版之碩士論文)。國立臺北大學企業管理學系，台北縣。胡政源 (民 102)。顧客關係管理-創造顧客價值二版。台北市：新文京開發出版股份有限公司。紀坪 (民104年1月20日)。談衝突管理-變革及創新的驅動力。取自 https://opinion.cw.com.tw/blog/profile/361/article/2310 信管網 (民103年2月14日)。衝突管理的6種方法。取自 https://www.cnitpm.com/pm /8996.html 陳曉開 (民88)。整理McKinsey & Company, Inc.董事John Ott於台灣第一屆「顧客關係管理研討會」之專題演講：成功地發展及執行持續性的關係行銷。企業電子化經理人報告，3，26-30。臺中高等行政法院 (民105年12月14)，本院人文講座-彭懷真副教授講授「衝突管理」。取自https://tcb.judicial.gov.tw/index1.asp?newsType=1&SEQNO=248566 遠擎管理顧問公司 (民94) 。顧客關係管理企業典範2。台北市: 麗勤管理顧問股份有限公司。劉文良 (民102)。顧客關係管理-新時代決勝關鍵三版。台北市:碁峰資訊股份有限公司。盧坤利 (民89) 。台灣地區企業採用顧客關係管理系統之影響因素研究 (未出版之碩士論文)。國立臺灣大學商學研究所，台北市。藤田憲一 (民93) 。戀愛高手CRM：就是要擄獲顧客的心（CRM研究小組譯)。桃園縣龍潭鄉: 先鋒企管。顧敏 (民 97)。衝突管理:圖書館中高階人員的管理素養。臺灣圖書館管理季刊，4(1)，5-6。英文部份： Bhatia, A. (1999). Customer relationship management, 1st ed., New York, NY: Don Hull. Berry, M.J.A. & Linoff, G.S., (1999). Mastering data mining: The art and science of customer relationship management, New York (NY): John Wiley & Sons, Inc. Calia , R. . About Conflict Management, Retrieved from https://smallbusiness.chron.com/conflict-management-56296.html Chablo, E. (2000). The Importance of Marketing Data Intelligence in Delivering Successful CRM. Wiesbaden: Vieweg Verlag. Davids, M. (1999). How to Avoid the 10 Biggest Mistake in CRM, Journal of Business Strategy, 20(6) , pp. 22-26. Kalakota, R., & Robinson, M . (1999). E-Business: Roadmap for Success. Boston: Addison-Wesley. Lund, J. (2019, September 18). What is CRM and why is it important to your Business ?. Retrieved from https://www.superoffice.com/blog/what-is-crm/ Peppers, D., & Roggers, M. (2000). The One to One Manager :Real World Lessons in Customer Relationship Management, New York, NY : Doubleday. Swift, R.S. (2000). Accelerating Customer Relationships: Using CRM and Relationship Technologies. Upper Saddle River NJ : Prentice Hall. Wikipedia. Customer relationship management. Retrieved from https://en.wikipedia.org/wiki/Customer_relationship_management Wikipedia.Conflict management. Retrieved from https://en.wikipedia.org/wiki/Conflict_management
描述:	碩士國立政治大學經營管理碩士學程(EMBA) 107932029
資料來源:	http://thesis.lib.nccu.edu.tw/record/#G0107932029
数据类型:	thesis
DOI:	10.6814/NCCU201901277
显示于类别:	[經營管理碩士學程EMBA] 學位論文

文件中的档案:

没有与此文件相关的档案.

在政大典藏中所有的数据项都受到原著作权保护.

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 © - 回馈