| Reference: | 一、 中文參考文獻
1. 羅伯•克普朗與大衛•諾頓著，朱道凱譯 (1999)，平衡計分卡：資訊時代的策略管理工具，台北：臉譜文化。
2. 范惟翔 (民90)，顧客知識管理、市場導向與行銷績效之關係研究，中正大學企業管理研究所博士論文。
3. 黃文仙 (民91)，顧客互動強度、顧客知識管理能力及顧客特性對新產品績效影響之研究 － 以台灣資訊軟體產業為例，中原大學企業管理學 系碩士論文。
4. 傅清富 (民89)，知識管理能力對新產品開發績效之影響，中山大學企業管理研究所博士論文。
5. 劉常勇、傅清富與李書政 (民90)，知識管理能力對新產品開發績效之影響，國科會專題研究計畫。
6. 劉常勇 (民88)，如何衡量你的企業智商，民國94年4月28日，
http://www.cme.org.tw/know/paper/paper12.doc。
7. 李祥豪 (民91)，企業知識管理策略與其績效評估－以顧問業為例，國立臺灣大學資訊管理研究所碩士論文。
8. 林婉君 (民93)，從企業有關顧客知識之觀點探討顧客關係管理，國立交通大學管理學院（管理科學學程）碩士論文。
9. 林聖凱 (民93)，電子化商機應用狀況與企業認知成效之關聯，國立政治大學資訊管理所碩士論文。
10. 陳心瑜 (民90)，顧客知識管理內容與關係行銷之研究，國立中正大學企業管理研究所碩士論文。
11. 吳欣穎 (民89)，企業導入顧客關係管理之研究，國立台北大學企業管理碩士論文。
12. 安迅資訊公司 (民89)，整合企業經營策略與顧問關係管理，電子化企業，頁20-25。
13. 遠擎管理顧問公司 (民91)，顧客關係管理深度解析，ARC 遠擎管理顧問公司。
二、 英文參考文獻
1. Applehans, W., Globe, A. & Laugero, G.. (1999). Managing knowledge: A practical web-based approach. Berkeley: Addison-Wesley.
2. Arthur Andersen & APQC (1995). The knowledge-management assessment tool, prototype version, The Knowledge Imperative Symposium. Houston.
3. Buren, M. E. (1999). A yardstick for knowledge management. Training &
Development, 71-78.
4. Beckman, T. (1999). The Current State of Knowledge Management. Knowledge Management Handbook. Boca Raton: CRC Press.
5. Beckman, T. (1997). Implementing the knowledge organization in government, paper and presentation, 10th National conference on Federal Quality.
6. Campbell, A. J. (2003). Creating customer knowledge management competence: Managing customer relationship management programs strategically. Industrial Marketing Management, 32, 375-383.
7. Davenport, T. (1998). Managing customer knowledge. CIO, 16, 32-34.
8. Davenport, T. H., & Prusak, L. (1998). Working knowledge: How organizations manage what they know. Boston: Harvard Business School Press.
9. Davenport, T., & Klahr, P. (1998). Managing customer support knowledge.
California Management Review, 40(3), 195-208.
10. Davenport, T. H., Harris, J. G. & Kohli, A. K. (2001). How do they know their customers so well? MIT Sloan Management Review, 2(42), 63-73.
11. DiBella, A., & Nevis, E. (1998). How organization learn: An integrated strategy for building learning capability. Jossey-Bass.
12. Gruner, K. E., & Homburg, C. (2000). Does customer interaction enhance new product success? Journal of Business Research, 49, 1-14.
13. Leonard-Barton, D. (1995). Wellsprings of knowledge: building and sustaining the sources of innovation. Boston: Harvard Business School Press.
14. Li, T., & Calantone, R. J. (1998). The impact of market knowledge competence on new product advantage. Journal of Marketing, 62, 13-29.
15. Lin, T. (2001). 10C Model of CRM. NSYSU working paper.
16. Hanley, S., & Dawson, C. (2000). A framework for delivering value with knowledge management: The AMS knowledge centers. Information Strategy, 16, 27-36.
17. Gebert, H., Geib, M., Kolbe, L., & Brenner, W. (2003). Knowledge-enabled customer relationship management: Integrating customer relationship management and knowledge management concepts. Journal of Knowledge Management, 7(5), 107-123.
18. Gold, A. H., Malhotra, A., & Segars, A. H. (2001). Knowledge management: An organizational capabilities perspective. Journal of Management Information Systems, 185-214.
19. Garcia-Murillo, M., & Annabi, H. (2002). Customer knowledge management. The Journal of the Operational Research Society, 53(8), 875-884.
20. Blosch, M. (2000). Customer knowledge. Knowledge and Process Management, 7(4), 265-268.
21. Nonaka, I., & Takeuchi, H. (1995). The knowledge-creating company. New York: Oxford University Press.
22. Nonaka, I., Toyama,R.& Konno, N. (2000). SECI , Ba and Leadership: A unified model of dynamic knowledge creation. Long Range Planning, (33), 5-34.
23. Reinartz, W., Krafft, M. D., & Hoyer, W. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of Marketing Research, 3(41), 293-305.
24. Wayland, R. E., & Cole, P. C. (1997). Customer connections: new strategies for growth. Boston: Harvard Business School Press.
25. Gold, A. H., Malhotra, A., & Segars, A. H. (2001). Knowledge management: an organization’s capabilities respective. Journal of Management Information System, 18, 185-214.
26. Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: The customer’s perspective. Journal of the Academy of Marketing Science, 26, 101-114.
27. Sherman, D. J., Souder, W. E., & Jenssen, S. A. (2000). Differential effects of the primary forms of cross functional integration on product development cycle time. Journal of Product Innovation Management, 17, 257-267.
28. Storey, C., & Easingwood, C. J. (1999). Types of new product performance: Evidence form the consumer financial services sectors. Journal of Business Research, 46, 193-203.
29. Swift, R. S. (2001). Accelerating customer relationships. New Jersey: Prentice Hall.
30. Winer, R. S. (2001). A framework for customer relationship management. California Management Review, 43, 89-105.
31. Spendolini, M. J. (1992). The benchmarking book. New York: AMACOM.
32. Chen, J. S., & Ching, R. K. H. (2004). An empirical study of the relationship of it intensity and organizational absorptive capacity on CRM performance. Journal of Global Information Management, 12(1), 1-17.
33. Souder, W. E., Sherman, J. D., & Davies-Cooper, R. (1998). Environmental uncertainty, organizational integration, and new product development effectiveness: A test of contingency theory. Journal of Product Innovation Management, 15(6), 520-533.
34. Peter, F. D. (2003). Managing in the next society: Beyond the information revolution, New York: St. Martin`s Press.
35. Mckim, B., & Hughes, A. (n.d.). How to measure CRM success. Retrieved June 7, 2005, from http://www.dbmarketing.com/articles/Art198.htm
36. Anderson Consulting. (1999). CRM investments finally ring true. Retrieved March 13, 2002, from http://www.crm-forum.com/crm_forum_white_papers /art-071/ppr.htm
37. Kalakota, R., & Robinson, M. (1999). e-Business: Roadmap for success. Berkeley: Addison-Wesley.
38. IDC (1999). The changing economics of customer relationship. Retrieved March 7, 2002, from http://www.crm-forum.com/crm_forum_white_papers /cecr/ppr.htm
39. Wiig, K. M. (1993). Knowledge management foundation. Schema Press. |
