政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/63911

English | 正體中文 | 简体中文 | Post-Print筆數 : 27 | Items with full text/Total items : 113311/144292 (79%)
Visitors : 50929688 Online Users : 929

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

Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer

政大機構典藏 > 商學院 > 資訊管理學系 > 期刊論文 > Item 140.119/63911

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/63911

Title:	Understanding the value of process capital: a multiple case study on CRM processes
Authors:	Shang, Shari S.C.;Huang, Ping-der 尚孝純;黃秉德
Contributors:	資管系
Keywords:	process capital measurement;process management;customer relationship management;CRM;resource-based view;RBV;dynamic capability;Taiwan;financial industry
Date:	2008
Issue Date:	2014-02-18 10:24:05 (UTC+8)
Abstract:	This study examined possible ways of measuring process capital and proposed proper ways of reflecting the value of process capital. Using a system model, three methods of measuring organisational processes were identified: (1) measuring the investment in processes, (2) measuring the results of processes and (3) measuring the management capability of the processes. Examining five selected cases from Taiwan`s financial industry, this study applied the Resource-Based View (RBV) with the concept of dynamic capability to enhance the third method, and tested the three kinds of process capital measurements on Customer Relationship Management (CRM) processes. The findings revealed that the management capability of aligning organisational resources with the CRM processes seems to have the strongest correlation with a firm`s competitiveness and the maintenance of sustained customer relationships, suggesting that it should be considered an important indicator of process capital.
Relation:	International Journal of Learning and Intellectual Capital, 5(3/4), 404-416
Data Type:	article
DOI 連結:	http://dx.doi.org/10.1504/IJLIC.2008.021019
DOI:	10.1504/IJLIC.2008.021019
Appears in Collections:	[資訊管理學系] 期刊論文

Files in This Item:

File	Description	Size	Format
404416.pdf		380Kb	Adobe PDF2	1124	View/Open

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.

Loading...