政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/30229
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文笔数/总笔数 : 113451/144438 (79%)
造访人次 : 51279098      在线人数 : 876
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
    政大機構典藏 > 商學院 > 會計學系 > 學位論文 >  Item 140.119/30229


    请使用永久网址来引用或连结此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/30229


    题名: 顧客型態及顧客資本與CRM關係之個案研究
    作者: 侯亞君
    贡献者: 王文英
    侯亞君
    关键词: 顧客資本
    顧客關係管理
    顧客型態差異
    日期: 2007
    上传时间: 2009-09-11 17:29:45 (UTC+8)
    摘要: 為因應激烈之市場競爭，企業需提供更優質之服務以滿足顧客需求，而CRM及顧客資本為一有效工具，能協助企業提升競爭力。惟面對不同之顧客型態，可能亦應發展出不同之顧客資本累積及CRM活動設計，以滿足顧客真實需求。故本研究在了解因顧客型態不同所導致之顧客資本及CRM活動重點各為何及是否有所差異。
    本研究藉由深度訪談個案公司熟知行銷相關活動之高階主管，了解其針對不同型態顧客所設計之顧客資本指標重點及主要CRM活動，分析其異同做一探討，並輔以問卷發放，做為個案公司相關人員對於顧客資本指標的重要性認知之佐證。
    研究結果驗證：(1)企業面對不同顧客型態所共同重視之顧客資本有八個因素構面，然其重要性程度略有差異，因素構面重要性程度達顯著差異者有三項。(2)企業所關注之顧客資本重點不同，會進一步影響其CRM活動重點及資源投入程度，而產生差異。
    參考文獻: 陳順宇，2004，多變量分析，第三版，華泰書局。
    黃俊英，2000，多變量分析，台北：中國經濟企業研究所。
    經濟部商業司，2000，1999年度台灣顧客關係管理運用現狀調查報告，電子商務導航，第2卷第13期（7月）：1-5。
    資策會，2001，我國產業智慧資本先導性個案研究，財團法人資訊工業策進會分包學術機構研究計畫期末報告。
    樓永堅、張愛華與楊朝旭，2005，分析及衡量指標之發展與測試：組織市場之觀點，智慧資本理論、政策與實務推廣四年計畫第二年度期末查核點報告，台灣智慧資本研究中心出版。
    Berry, M. J. A., and G. S. Linoff. 2000. Mastering Data Mining: The Art and Science of Customer Relationship Management. New York: John Wiley & Sons, Inc.
    Bontis, N. 1998. Intellectual capital: An exploratory study that develops measures and models. Management Decision 36(2): 63-76.
    Bontis, N., N. C. Dragonetti, K. Jacobsen, and G. Roos. 1999. The knowledge toolbox: A review of the tools available to measure and manage intangible resources. European Management Journal 17(4): 391-401.
    Boynton, A., and R. Zmud. 1984. An assessment of critical success factors. Loan Management Review 25(4): 17-27.
    Buttle, F. A. 2001. The CRM value chain. Marketing Business (February): 52-55.
    Chen, J., Z. Zhu, and H. Y. Xie. 2004. Measuring intellectual capital: A new model and empirical study. Journal of Intellectual Capital 5(1): 195-212.
    de Pablos, P. O. 2002. Evidence of intellectual capital measurement from Asia, Europe and the Middle East. Intellectual Capital Measurement 3(3): 287-302.
    Duffy, J. 2000. Measuring customer capital. Strategy & Leadership 28(5): 10-15.
    Edvinsson, L., and M. S. Malone. 1997. Intellectual Capital: Realizing Your Company’s True Value by Finding Its Hidden Roots. New York: HarperCollins Publishers.
    Fayerman, M. 2002. Customer relationship management. New Directions for Institutional research 113(Spring): 57-68.
    Galbreath, J., and T. Rogers. 1999. Customer relationship leadership: A leadership and motivation model for the twenty-first century business. The TQM Magazine 11(3): 161-171.
    Gibbert, M., M. Leibold, and S. Voelpel. 2001. Rejuvenating corporate intellectual capital by co-opting customer competence. Journal of Intellectual Capital 2(2): 109-126.
    Hansotia, B. 2002. Gearing up for CRM: Antecedents to succesful implementation. Journal of Database Marketing 10(July): 121-132.
    Hobby, J. 1999. Looking after the one who matters. Accountancy Age (October): 28-30.
    Hoots, M. L. 2005. Customer relationship management for facility managers. Journal of Facilities Management 3(4): 346-361.
    Kalakota, R., and M. Robinson. 1999. E-Business: Roadmap for Success, 1st Ed. Addison-Wesley Professional.
    Kaplan, R.S., and D.P. Norton. 1996. The Balanced Scorecard – Translating Strategy into Action. Boston, MA: Harvard Business School Press.
    Kolsky, E. 1999. Banks square off over internet domain names financial institutions take cyber-squatters and slanderers to court. Bank Technology News 13(12): 22-32.
    Leidecker, J. K., and A. V. Bruno. 1984. Identifying and using critical success factors. Long Range Planning 17: 23-32.
    Mavrinac, S., and T. Siesfeld. 1998. Measures that matter: an exploratory investigation of investor’s information needs and value priorities. OECD
    McKenzie, R. 2001. The Relationship-based Enterprise: Powering Business Success through Customer Relationship Management. McGraw-Hill companies, Inc.
    O’Malley, J. F. 1997. From perception to delivery. Marketing News 31(22): 20-21.
    Peppers, D., M. Rogers, and B. Dorf. 1999. Is your company ready for one-to-one marketing? Harvard Business Review 77(1): 151-160.
    Reicheld, F., and W. Sasser. 1990. Zero defects: Quality comes to services. Harvard Business Review 68 (September-October): 105-111.
    Reinartz, W., M. Krafft, and W. D. Hoyer. 2004. The customer relationship management process: Its measurement and impact on performance. Journal of Marketing Research 41(3): 293-305.
    Rockart, J. F. 1979. Chief executives define their own data needs. Harvard Business Review 57(2): 81-93.
    Saint-Onge, H. 1996. Tacit knowledge: The key to the strategic alignment of intellectual capital. Strategy & Leadership 24(2): 10-14.
    Songini, M. L. 2001. Users mix and match when it comes to CRM. Computerworld 35(17): 12-14.
    Stewart, T. A. 1997. Intellectual Capital: The New Wealth of Organizations. New York: Doubleday.
    Sveiby, K.E. 1989. The Invisible Balance-Sheet. Affaersvaerlden/Lsdarskap, Stockholm.
    Sveiby, K. E. 1997. The intangible asset monitor. Journal of Human Resource Costing and Accounting 2(1): 73-97.
    van Buren, M. E., 1999. A yardstick for knowledge management. Training & Development 53(5): 71-78.
    Yin, R. K. 1994. Case Study Research: Design and Methods, 2nd Ed. Sage Publications.
    描述: 碩士
    國立政治大學
    會計研究所
    95353033
    96
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0095353033
    数据类型: thesis
    显示于类别:[會計學系] 學位論文

    文件中的档案:

    档案 大小格式浏览次数
    index.html0KbHTML2347检视/开启


    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