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    政大機構典藏 > 商學院 > 資訊管理學系 > 學位論文 >  Item 140.119/57044
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/57044


    Title: 銀行風險調整後電子化客戶關係管理績效指標之研究
    Investigating risk-adjusted eCRM performance indicators – a banking example
    Authors: 江俊豪
    Chiang, Chun Hao
    Contributors: 曾淑峰
    楊建民

    江俊豪
    Chiang, Chun Hao
    Keywords: 文獻計量學
    金融風險
    企業風險管理
    電子客戶關係管理
    Date: 2012
    Issue Date: 2013-03-01 09:24:50 (UTC+8)
    Abstract: 金融產業對國家經濟具有舉足輕重的影響力,因為金融一旦出現問題,導致其仲介功能失靈,將對產業營運造成負面衝擊,甚而影響整體經濟成長。本研究以金融風險文獻計量為起點,探討金融風險文獻發展狀況,蒐集年代從1970至2009年間國際金融商學相關資料庫書目資料,進而以電子客戶關係管理角度,彙集學者專家之相關文獻,建立整合性風險與客戶關係管理架構(RM-eCRM),來衡量銀行線上客戶服務之風險調整後績效,此架構包含「風險管理暨客戶關係管理科技運用」、「客戶導向風險調整之關係管理」、「客戶導向風險調整之管理文化」、「客戶互動」、「風險調整後之市場能量」及「風險調整後之組織績效」等六項研究構面,並設計電子客戶關係管理之風險調整後績效衡量架構與系統雛型。本研究主要貢獻是建立風險調整後電子客戶關係管理之績效指標,藉此衡量電子客戶服務績效。
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    Description: 博士
    國立政治大學
    資訊管理研究所
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    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0943565061
    Data Type: thesis
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