Reference: | 參考文獻 石靜芬(民 92),供應鏈金流自動化績效指標之探討-以C計畫銀行為例,國立台北科技大學商業自動化與管理研究所碩士論文。 黃芳怡(民 99),我國金融機構應收帳款承購業務風險控管之研究」,實踐大學會計學系碩士論文。 林孟勳(民 100),探討信任與信任的前因會如何地影響使用網路銀行的意圖,東吳大學會計學系碩士論文。 Adbeanjo, D. (2003). Classifying and selecting e-CRM applications: an analysis-based proposal. Management Decision, 41(5/6):570-577. Aiken, L. S., & West, S. G. (1991). Multiple regression: testing and interpreting interactions. Newbury Park, CA: Sage. Akaah, I. P., & Korgaonkar, P. (1988). A conjoint investigation of the relative importance of risk relievers in direct marketing. Journal of Advertising Research, 28(4):38-44. Altunbasa, Y. , Gambacortab, L., & Marques-Ibanez, D. (2010). Bank risk and monetary policy. Journal of Financial Stability, 6(3):121-129. Altunbas, Y., Carbo, S., Gardener, E. P. M., & Molyneux, P. (2007). Examining the relationships between capital, risk and efficiency in European banking. European Financial Management, 13(1):49-70. Anderson, J., & Gerbing, D. (1988). Structural equation modeling in practice: A review and recommended two-step approach, Psychological bulletin, 103(3): 411-423. Armstrong, J. S., & Overton, T. S. (1977). Estimating non-response bias in mail surveys. Journal of Marketing Research, 14(3):396–402. Bae, K. H., Karolyi, G. A., & Stulz, R. M. (2003) A new approach to measuring financial contagion. Review of Financial Studies, 16(1): 717–63. Bagozzi, R.P., & Yi, Y. (1988). On the evaluation of structural equation models, Academy of Marking Science, 16(1): 76-94. Basel (Committee on Banking Supervision). (1998). Risk management for electronic banking and electronic money activities, Switzerland, Basel: Bank for International Settlements. ____.(1999). Best practices for credit risk disclosure, Switzerland, Basel: Bank of International Settlements. ____.(2001). Consultative document operational risk, Switzerland, Basel: Bank for International Settlements. Becker, J. U., Greve, G., & Albers, S. (2009). The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention. International Journal of Research in Marketing, 26(3):207–215. Bentler, P.M. & Bonnet, D.C. (1980). Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88 (3): 588-606. Berger, P. D., Bolton, R. N., Bowman, D., Briggs, E. K. V., Parasuraman, A., & Terry, C. (2002). Marketing actions and the value of customer assets: a framework for customer asset management. Journal of Service Research, 5(1):39-55. Bharadwaj, S. G., Varadarajan, P. R., & Fahy, J. (1993). Sustainable competitive advantage in service industries: A conceptual model and research propositions. Journal of Marketing, 57(10):83-99. Blaschke, W., Jones, M. T., Majnoni, G. ,& Peria, S. M. (2001). Stress testing of financial systems: an overview of issues, methodologies, and FSAP experiences, IMF Working Paper No. WP/01/88, IMF, Washington, DC. Browne,M. W., & Cudeck, R.(1993). Alternative ways of assessing model fit. Bollen, Kenneth A., Long, J. Scott. Newbury Park: Sage Publications. Butler, B., Revell, L. & Vojta, J. (1975). An approach to the analysis of bank capital adequacy. Journal of Risk and Insurance, 33(1): 341–52. Carmines, E., & McIver, J. (1981). Analyzing models with unobserved variables: Analysis of covariance structures, in G. Bohmstedt and E. Borgatta (eds.), Social measurement: Current Issues, Beverly Hills, Calif:Sage. Chang, W., Park, J. E., & Chaiy, S. (2010). How does CRM technology transform into organizational performance? a mediating role of marketing capability. Journal of Business Research, 63(8):849-855. Cheetham, R. (1998). Asia crisis, in Paper presented at Conference, US-ASEAN-Japan Policy Dialogue, School of Advanced International Studies of John Hopkins University, Washington, DC. Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM) people, process and technology. Business process Management Journal, 9(5):672-688. Ciha’ k, M. (2004). Stress testing: a review of key concepts, CNB International Research and Policy Notes/2, Czech National Bank, April. Coltman, T. (2007). Can superior CRM capabilities improve performance in banking. Journal of Financial Services Marketing, 12(2):102–114. COSO (The Committee of Sponsoring Organizations of the Treadway Commission). (2004). Enterprise risk management framework. USA:COSO. Cox, D. F., & Rich, S. U. (1967). Perceived risk and consumer decision making the case of telephone shopping, in Cox. D.F. (Ed.), consumer behavior, Harvard University Press, Boston, MA. Crespo, A. H. , Bosque, I. R., & Salmones, M. M. (2009). The influence of perceived risk on internet shopping behavior: a multidimensional perspective. Journal of Risk Research, 12(2):259-277. Day, G. S. (1994). The capabilities of the market-driven organization. Journal of Marketing, 58(4):37−51. Day, G. S. (2003). Creating a superior customer-relating capability. MIT Sloan Management Review, 44(3):72-82. Deshpande´, R., Farley, J. U., & Webster, F. E. Jr. (1993). Corporate culture, customer orientation, and innovativeness in Japanese firms: a quadrad analysis. Journal of Marketing, 57(1):23-37. Deventer, V. D. R.,& Uyemura, D. G. (1993) .Financial risk management in banking, 1th ed., Irwin, Boston,MA. Dyche, J. (2001). The CRM handbook: a business guide to customer relationship management.Addison-Wesley. Boston: MA. Elmuti, D. J. H., & Gray, D. (2009). Customer relationship management strategic application and organizational effectiveness: an empirical investigation. Journal of Strategic Marketing, 17(1):75–96. Etezadi-Amoli, J., & Farhoomand, A. F. (1996). A structural model of end user computing satisfaction and user performance. Information & Management, 30(1):65-73 Fahy, J., & Smithee, A. (1999). Strategic marketing and the resource-based view of the firm. Academy of Marketing Science Review, 99(10):1-21. Fawcett, T., & Provost, F. (1996). Combining data mining and machine learning for effective user profiling. In Simoudis, Han, & Fayyad (eds.). Proceedings on the Second International Conference on Knowledge Discovery and Data Mining. CA AAAI Press: Menlo Park. Ferguson, T., Lin, B., & Chen, J. (2004). Leveraging the workforce using information technology: a financial service case study. International Journal of Management Enterprise Development, 1(4):316-32. Fickel, L. (1999). Know your customer. CIO Magazine, 12(21):62-72. Fornell, C. R., & Larcker, F. F. (1981). Structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1):39-51. Garner, S. J. (1986). Perceived risk and information sources in services purchasing. The Mid-Atlantic Journal of Business, 24(2):49-58. Gneiser, M. (2010). Value-based CRM the interaction of the triad of marketing, financial management, and IT. Business & Information Systems Engineering, 2(2):95-103. Goodman, L. S., & Langer, M. J. (1983). Accounting for interest rate futures in bank asset-liability management. Journal of Futures Markets, 3(4):415-427. Greenberg, P. (2001). CRM at the speed of light. USA: Osborne/McGraw-Hill. Hambrick, D., & Mason, P. (1984). Upper echelons: the organization as a reflection of its top managers. Academy Management Review, 9(2):193–206. Hanjun, K., Jung, J., Kim, J. Y., & Shim, S. W. (2004). Cross-cultural differences in perceived risk of online shopping. Journal of Interactive Advertising, 4(2):20-29. Hannagan, T. A. (2007). Capital-based profitability measurement:using capital allocations to link profits to risk. Bank Accounting & Finance, 20(5):21-28. Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis, 5th ed. Englewood :Prentice-Hall. Jarrow, R. A., & Turnbull, S. M. (2000). The intersection of market and credit risk. Journal of Banking and Finance, 24(1-2):271-299. Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of Marketing, 69(4):177–192. Jones, J. A. (2006). An introduction to factor analysis of information risk (FAIR), Risk Management Insight LLC. Jorion, P. (2007). Value at Risk: the new benchmark for managing financial risk, 3th ed., New York:McGraw-Hill. Juttner, U. (2005). Supply chain risk management understanding the business requirements from a practitioner perspective. The International Journal of Logistics Management, 16, 120–41. Kerr, J. L., & Leslie, K. (1992), Effect of relative decision monitoring on chief exective compensation. Academy of Management Journal, 35(2):370-397. Khirallah, K. (1999). Should retail banks race toward the one-to-one future. Bank Technology News, 12(4): 41. Kim, H. S., & Kim, Y. G. (2009). A CRM performance measurement framework: its development process and application. Industrial Marketing Management, 38(4): 477–489. Kim, H. S., Kim, Y. G., & Park, C. W. (2010). Integration of firm`s resource and capability to implement enterprise CRM: A case study of a retail bank in Korea. Decision Support Systems, 48(2):313-322. Kimbrough, R. L., & Componation, P. J. (2009). The relationship between organizational culture and enterprise risk management. Engineering Management Journal, 21(2):18-26. Knights, D. (2006). Leadership, ethics and responsibility to the other. Journal of Business Ethics, 67(1):125–137. Lewin, A. Y., & Minton, J. W. (1986). Determining organizational effectiveness: another look, and an agenda for research. Management Science, 32(5):514-538. Lewis, M. K., & Davis, K. T. (1987). Domestic and international banking, MIT Press, Cambridge, MA. Liu, Y. (2003). Developing a scale to measure the interactivity of websites. Journal of Advertising Research, 43(3):207–216. Lovelock, C. (2001). Services marketing: people, technology, strategy, 4th ed., Englewood Cliffs , NJ: Prentice Hall. Luck, D., & Lancaster, G. (2003). E-CRM: customer relationship marketing in the hotel industry. Managerial Auditing Journal, 18(3):213-231. Matten, C. (2004). Managing bank capital: capital allocation and performance measurement, 2th ed., New York: John Wiley. McDonald, R.P., & Ho, M.-H.R. (2002).Principles and practice in reporting statistical equation analyses. Psychological Methods, 7 (1): 64-82. McMillan, S. J., & Hwang, J. S. (2002). Measures of perceived interactivity: an exploration of the role of direction of communication, user control, and time in shaping perceptions of interactivity. Journal of Advertising, 31(3):29–41. Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: understanding customer satisfaction with technology-based service encounters. Journal of Marking, 64(3):50-64. Miller, D., & Shamsie, J. (1996). The resource-based view of the firm in two environments: The hollywood film studios from 1936 to 1965. Academy of Management Journal, 39(3):519-543. Moeller, R. R. (2007). COSO enterprise risk management: understanding the new integrated ERM framework, USA: John Wiley & Sons, Inc. Mitchell, V.-W., & Greatorex, M. (1993). Risk perception and reduction in the purchase of consumer services. The Service Industries Journal, 13(4):179-200. Miyazaki, A. D., & Fernandez, A. (2001). Consumer perception of privacy and security risks for online shopping. Journal of Consumer Affairs, 35(1):27-44. Murray, K. B., & Schlacter, J. L. (1990). The impact of services versus goods on consumers’assessment of perceived risk and variability. Journal of the Academy of Marketing Science, 18(1):51-65. Nagumo, T., & Donlon, B.S. (2006). Integrating the balanced scorecard and COSO ERM frameworks. Cost Management, 20(4):20-30. NCR, Co. (1999). N.C.R. Rubber industry company limited, Accessed at: http://www.bangkokpost.com/58years/ncrr.html. Padmanabhan, B., & Tuzhilin, A. (2003). On the use of optimization for data mining: theoretical interactions and eCRM opportunities. Management Science, 49(10):1327-1343. Pan, S. L. , & Lee, J. N. (2003). Using E-CRM for a unified view of the customer. Communications of ACM, 46(4):95-99. Pennathur, A. (2001). Clicks and bricks: e-Risk management for banks in the age of the internet. Journal of Banking & Finance, 25(11):2103-2123. Peppard, J. (2000). Customer relationship management (CRM) in financial services. European Management Journal, 18(3):312-327. Philipson, T. (1999). An empirical examination of information barriers to trade in insurance. American Economic Review, 89(4):827-846. Pivotal, Co. (1999).Software becomes pivotal corporation (Press Release 30 June 1999). Accessed at: http://www.2020software.com/software/search/category/. Power, M. (2009). The risk management of nothing. Accounting, Organizations and Society, 34(6–7):849-855. Rafaeli, S. (1988). Interactivity: from new media to communication, Sage Annual Review of Communication Research: Advancing Communication Science (pp.110-134). Sage: Beverly Hills, CA. Ramani, G., & Kumar, V. (2008). Interaction orientation and firm performance. Journal of Marketing, 71(1):27-45. Reinartz, W. J., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: its measurement and impact on performance. Journal of Marketing Research, 41(3):293–305. Ricardo, S. R., & Juan, L. N. G. (2009). Assessing performance in services: the travel agency industry. The Service Industries Journal, 29(5):653-667. Rigby, D. K., Reichheld, F., & Schefter, P. (2002). Avoid the four perils of CRM. Harvard Business Review, February, pp.101-109. Robinson, W. T. (1998). Sources of market pioneer advantages: the case of industrial goods industries. Journal of Marketing Research, 25(1):87–94. Robinson, W. T, & Fornell, C. (1985). The sources of market pioneer advantages in the consumer goods industry. Journal of Marketing Research, 22(3):297–304. Romano, N., & Fjermestad, J. (2001-2002). Electronic commerce customer relationship management: an assessment of research. International Journal of Electronic Commerce, 6(2):61-114. Romano, N., & Fjermestad, J. (2003). Electronic customer relationship management revisiting the general principles of usability and resistance - an integrative implementation framework. Business Process Management Journal, 9(5):572-591. Rose, P. S. and Hudgins, S. C. (2005). Bank management and financial services, McGraw-Hill, New York. Rossi, Stefania P.S., Schwaiger, M. S., & Winkler, G. (2010). How loan portfolio diversification affects risk, efficiency and capitalization: a managerial behavior model for Austrian banks. Journal of Banking & Finance, 33(12):2218-2226. Saks, A. M., & Ashforth, B. E. (1997). A longitudinal investigation of the relationships between job information sources, applicant perceptions of fit, and work outcomes. Personnel Psychology, 50(2):395-426. Sybase,Inc.(1999).Sap to acquire sybase,Inc. Accessed at: http://www.sap.com/press.epx?pressid=13202.html Schoenherr, T., Tummala, V. M. R., & Harrison, T. P. (2008). Assessing supply chain risk with the analytic hierarchy process: providing decision support for the offshoring decision by a US manufacturing company. Journal of Purchasing and Supply Management, 14, 100–11. Seidel, B. (2008). CRM-markt auf wachstumskurs. URL http://www.zdnet.de/itmanager/strategie/0,39023331,39186635,00.html. Sinkey, J. F. (1998). Commercial bank financial management, 5th ed., Prentice Hall-Gale, Upper Saddle River, NJ. Song, J. H., & Zinkhan, G. M. (2008). Determinants of perceived web site interactivity. Journal of Marketing, 72(3):99-113. Srivastava, R. K., Shervani, T.A., & Fahey, L. (1998). Market-based assets and shareholder value: a framework for analysis. Journal of Marketing, 62(1):2-18. Steuer, J. (1992). Defining virtual reality: dimensions determining telepresence. Journal of Communication, 42(4):73–93. Stefanou, C. J., C., & Stafyla, A. (2003). CRM and customer-centric knowledge: an empirical research. Business Process Management Journal, 9(5):617-634. Swagel, P. (2009). The financial crisis: an inside view, Brookings Papers on Economic Activity, 1: 1–78. Tan, S. J. (1999). Strategies for reducing consumers` risk aversion in internet shopping. Journal of Consumer Marketing, 16(2):163-180. The New York Times (2008). Money market funds enter a world of risk, article by Tara Siegel Bernard, September 17. Tickell, A. (1996). Making a melodrama out of a crisis: reinterpreting the collapse of barings bank, environment and planning . Society and Space, 14: 5–33. Tseng, S. F., Yu, C. C., & Chiang, C. H. (2011). Developing key risk indicators for B2B international internet banking: a RM-BSC approach. NTU management review, 21(2):111-156. Tseng, S. F., & Chiang, C. H. (2011). Developing risk-adjusted performance indicators for banking industry: a RM-eCRM framework. Session FA4: Finance / Financial Management, Program of The 11th International Conference of Decision Sciences Institute and The 16th Annual Conference of Asia-Pacific Decision Sciences Institute, Taipei, Taiwan, July 12-16, 2011, p.44. Verbeeten, F. H. M. (2006). Do organizations adopt sophisticated capital budgeting practices to deal with uncertainty in the investment decision? a research note. Management Accounting Research, 17(1):106–120. Vorhies, D. W., & Morgan, N. A. (2005). Benchmarking marketing capabilities for sustainable competitive advantage. Journal of Marketing, 69(1):80-94. Vorhies, D. W., & Morgan, N. A. (2003). A configuration theory assessment of marketing organization fit with business strategy and its relationship with marketing performance. Journal of Marketeting, 67(1):100-115. Wade, M., & Hulland, J. (2004). Review: the resource-based view and information systems research: Review, extension, and suggestions for future research. MIS Quarterly, 28(1):107-142. Wu, G. (1999). Perceived interactivity and attitude toward websites, in Proceedings of the American Academy of Advertising, M.S. Roberts, ed. Gainseville: University of Florida, 254–262. Xu, M., & Walton, J. (2005). Gaining customer knowledge through analytical CRM. Industrial Management & Data Systems, 105(7):955-971. Zsididin, G. A. (2003). A grounded definition of supply risk. Journal of Purchasing and Supply Management, 9(1): 217–24. |