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    政大機構典藏 > 商學院 > 資訊管理學系 > 學位論文 >  Item 140.119/85376
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/85376


    Title: 企業整體顧客關係管理運作模式之研究
    The Study of The Operation Model in Integrated Customer Relationship Management
    Authors: 楊珮伶
    Yang, Pei-Ling
    Contributors: 周宣光
    朱惠中

    Chou, Shrane-Koung
    Chu, Huei-Chung

    楊珮伶
    Yang, Pei-Ling
    Keywords: 顧客關係管理
    無線技術
    資料倉儲
    資料挖掘
    顧客服務
    customer relationship management (CRM)
    wireless technology
    data warehousing
    data mining
    customer service
    Date: 2001
    Issue Date: 2016-04-18 16:27:08 (UTC+8)
    Abstract: 以往顧客服務對企業而言只是被動的支援單位,企業無法得知每一位顧客的想法,顧客的聲音也難以傳達到企業內部,然而資訊與通訊技術的進步打破了這樣的障礙,促使資訊透明化,企業藉由資訊科技的輔助可以直接接觸到每一個個別的顧客,了解顧客的想法與需求來帶動企業的運作,成為企業經營的競爭優勢。
    Because of the power of information and telecommunications technologies, business can keep tracking of their customers to know what they really want and how they actually use the product. Analyzing the information return from customers and products, business can provide active and accurate service to the right customer through the right channel at the right time and rise the customer satisfaction.
    Reference: 一、英文部份
    1. Anton, Jon, “The past, present and future of customer access centers,” International Journal of Service Industry Management, Vol. 11, No. 2, 2000, pp. 120-130.
    2. Brown, Stanley A., Customer Relationship Management:A Strategic Imperative in the World of e-Business, New York: John Wiley & Sons, 2000.
    3. Chen, Lei-da and Mark N. Frolick, “Web-Based Data Warehousing”, Information Systems Management, Spring 2000, pp. 80-86.
    4. Cohen, Adam, “This Time It’s Different,” Time Asia, January 8, 2001, pp. 26-30.
    5. Hammer, M. and James Champy, Reengineering the Corporation: A Manifesto for Business Revolution, New York: Harper Business, 1993.
    6. IBM, Intelligent Miner for Data Applications Guide, Redbooks, 1999.
    7. Ives, B. and Gerard P. Learmonth, “The Information System as a Competitive Weapon”, Communications of the ACM, Vol. 27, No. 12, December 1984, pp. 1193-1201.
    8. Kalakota, Ravi and Marcia Robinson, E-Business: Roadmap for Success, Mass.: Addison-Wesley, 1999.
    9. Lovelock, Christopher H., Managing Services: Marketing, Operations, and Human Resources, Englewood Cliffs, New Jersey: Prentice Hall, 1992.
    10. McGarr, Michael S., “Competition Stirs in Customer Relationship Management Market”, Electronic Commerce World, January 2000, pp. 36-41.
    11. Morgan, Robert M. and Shelby D. Hunt, “The Commitment- Trust Theory of Relationship Marketing”, Journal of Marketing, July 1994, pp. 20-38.
    12. Shani, David and Sujana Chalasani, “Exploiting Niches Using Relationship Marketing”, The Journal of Consumer Marketing, Vol. 9, No. 3, Summer, 1992, pp. 33-42.
    13. Stone, Merlin and Neil Woodcock, Relationship Marketing, London: Kogan Page, 1995.
    14. Turban, Efraim and Jay Aronson, Decision Support Systems and Intelligent Systems, New Jersey: Prentice Hall, 1998.
    15. Whiteley, Richard and Diane Hessan, Customer-Centered Growth: Five Proven Strategies for Building Competitive Advantage, Mass.: Addison-Wesley, 1997.
    二、中文部份
    1. 朱麗芬,「國內企業導入ERP系統之模式探討-以IC製造業為例」,國立政治大學資訊管理研究所碩士論文,民國89年。
    2. 沈伯高,「Internet對行銷活動及資訊系統之影響」,國立中山大學資訊管理研究所碩士論文,民國86年。
    3. 林陽助,「顧客滿意度決定模型與效果之研究–台灣自用小客車之實證」,國立台灣大學商學研究所博士論文,民國85年。
    4. 侯如珊,「美國的恆網美麗新世界」,e天下,民國90年2月,第53頁。
    5. 張瑋倫,「應用資料挖掘學習方法探討顧客關係管理問題」,輔仁大學資訊管理研究所碩士論文,民國89年。
    6. 葉宏謨,「企業資源規劃:製造管理篇」,台北市:松崗,民國89年。
    7. 謝晶瑩譯,「1:1行銷(Peppers, Don原著)」,台北市:時報文化,民國84年。
    8. 謝耀龍譯,「基本行銷學:觀念與實務(Schoell, William F. and Guiltinan, Joseph P.原著)」,台北市:華泰,民國82年。
    9. 劉仲鑫,「個人通信系統」,台北市:松崗,民國87年。
    10. 蕭正平,「顧客關係行銷的發展與實務」,國立台灣大學商學研究所碩士論文,民國89年。
    11. 盧坤利,「台灣地區企業採用顧客關係管理系統之影響因素」,國立台灣大學商學研究所碩士論文,民國89年。
    三、網站部份
    1. IBM,http://www.ibm.com/,1999年12月28日。
    2. Oracle,http://www.oracle.com/,2001年3月2日。
    3. 中原大學ERP研究中心,http://www.erp.org.tw/,2000年11月28日。
    4. 天下網站,http://www.cw.com.tw/,2001年3月20日。
    5. 資策會資訊市場情報中心,http://mic.iii.org.tw/,2000年11月28日。
    6. 經濟部統計處,http://www.moea.gov.tw/~meco/stat/index.html,2001年3月10日。
    Description: 碩士
    國立政治大學
    資訊管理學系
    88356007
    Source URI: http://thesis.lib.nccu.edu.tw/record/#A2002001591
    Data Type: thesis
    Appears in Collections:[資訊管理學系] 學位論文

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