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Title: | 網際網路對B2C企業顧客關係管理的影響-以券商及書店為例 Internet Effect on the B2C Enterprises` Customer Relationship Management -- Stock Brokerage and Bookstores |
Authors: | 王希寧 Frances Wang, Chan |
Contributors: | 溫肇東 Jordan Wen, Chao-Tung 王希寧 Frances Wang, Chan |
Keywords: | 顧客關係管理 電子券商 網路書店 顧客資料 顧客資本 Customer Relationship Management (CRM) On-line Stock Brokerage On line Bookstore Customerlization |
Date: | 2000 |
Issue Date: | 2016-03-30 18:53:40 (UTC+8) |
Abstract: | 針對現今網路時代的變化與趨勢,本研究試圖以網站經營面和顧客使用面的角度切入,探討經過網際網路各項特性的催化後,一個完善的顧客關係管理系統所應該包含的重點工作為何。此外,本研究並試圖利用電子券商與網路書店此兩種不同產業的特性、實體與網路並存及純網路型企業及台灣與美國兩個不同國家的相關基礎環境影響這幾個變數,來探討在各個層面上,顧客關係管理系統在運用上所產生的相同與相異點,以提供業界與後續研究者做分析比較的參考。本研究的主要研究發現如下: The 1990s has been a dynamic era for the information technologies. Since 1994, internet has boomed up and made trade commerce becoming a global-wide competition. Real time, boundless and multi-culture are the characteristics of internet and they also make changes to all the business models. Customer Relationship Management (CRM) which has been effected by the internet is one of the examples. The principle of 80/20 defines clearly that enterprises can create 80% of profit from their 20 % customers. How to utilize internet and apply the 80/20 principle to grasp customers is an important and also fashionable issue in business administration. |
Reference: | 一、書籍
1.Downes, Larry,Chunka Mui,Unleashing the Killer App,Harvard Business School Press,1998(Killer App 12步打造數位企業,邱文寶譯,天下文化出版,2000)
2.Edvisson, Leif,Michael S. Malone,Intellectual Capital,1997(智慧資本,林大容譯,臉譜出版,1999)
3.Gale, Bradley T.,Managing Customer Value: Creating Quality and Service that Customer can See,The Free Press,1994
4.Godin, Seth,Permission Marketing,Simon & Schuster,1999(願者上鉤,羅美惠、馬勒譯,先覺出版,2000)
5.Karl、Erik and Sveiby,The New Organization Wealth – Managing and Measuring Knowledge-Based Assets,Big Apple Tuttle-Mori Agency,1997
6.Kalakota, Ravi,Marcia Robinson,e-Business-Roadmap for success,Addison-Wesley,2000
7.Modahl, Mary,Now or Never,Forrester Research Inc.,2000(刻不容緩,吳國卿、梁永安、蘇玉櫻譯,經典傳訊,2000)
8.Normann, Richard,Rafael Ramirez,Designing Interactive Strategy,John Wiley & Sons,1994
9.Payne, Adrian,Martin Christopher,Moira Clark and Helen Peck,Relationship Marketing for Competitive Advantage,Butterworth Heinemann,1995
10.Peppers, Don,Martha Rogers,The One to One Future: Building relationships one customer at a time,Raphael Sagalyn, Inc.,1993(一對一行銷,謝晶瑩譯,時報出版,1995)
11.Raphel, Neil,Murray Raphel,Loyalty Ladder,Harper Collins Publishers, Inc.,1995(以客為尊,袁述芬譯,幼獅出版,1998)
12. Saunders, Rebecca,Business The Amazon.com Way,Business Book Network,1999(亞馬遜網路書店的十大秘訣,劉復苓譯,聯經出版,1999)
13.Stewart, Thomas A.,Intellectual Capital,Bantam Doubleday Dell Publishing Group, Inc.,1997(智慧資本,宋偉航譯,智庫出版,1998)
14.Seybold, Patricia B.,Customer.com,Times Business,1999
15.Sterne, Jim,Customer Service On The Internet,John Wiley & Sons, Inc.,1996(網際網路客戶服務,資策會產品處中文化部門譯,和碩出版,1998)
16.Wayland, Robert E.,Paul M. Cole,Customer Connections: New Strategies for Growth,Harvard Business School Press,1997(客戶關係管理,邱振儒譯,商週出版,1999)
17.行政院新聞局,出版年鑑,1998、1999
18.吳思華,策略九說,臉譜出版,1996
19.書軒資訊,電子商務之無線商機,松岡,2000
20.張志偉,電子商務教父Amazon.com亞馬遜網路書店發跡傳奇,商周出版,1999
21.張繼文、鄭巧婷、王俊權,華爾街線上交易致富聖經,商智文化出版,2000
22.張繼文、鄭巧婷,E世代網路理財大趨勢,商智文化出版,2000
23.道格拉斯•甘騰班,楊世凡譯,21世紀智慧企業傑決方案—直效行銷與顧客管理,華彩,2000
24.楊丁元、陳慧玲,業競天擇—高科技產業生態,工商時報出版,1998
二、論文
中文論文
1.洪李竹,運用網際網路提升企業客戶價值—以個人電腦廠商為例,政治大學科技管理研究所未出版碩士論文,1999
2.胡敏怡,網際網路事業經營之成功因素研究—以網路書店為例,政治大學科技管理研究所未出版碩士論文,1997
3.黃宛華,資訊服務業智慧資本之研究,政治大學科技管理研究所未出版碩士論文,1999
4.黃盈裕、郭仁亮、彭建瀚、鄭華儀,資料庫行銷決策支援系統之顧客價值分析模式—以3C產業為例,第五屆台灣企業個案研討會論文集,2000
5.劉翰璋,圖書出版之互補性產業演進與產品創新速度關係之研究,政治大學企業管理研究所未出版碩士論文,2000
西文論文
1.Boscheck, Ralf,New Media Economics are Transforming Consumer Relations,Long Range Planning,pp873-878,1998
2.Cleary, Micheal,Internet marketing,Direct Marketing,2000
3.Conlon, Ginger,No Turning Back,Sales & Marketing Management,pp50-55,1999.12
4.Davisd, Meryl,How to Avoid the 10 Biggest Mistake in CRM,Journal of Business Strategy,pp22-26,1999.11
5.Fischer, Anne,Mining Customer,Sales & Marketing Management,pp5-8,1999.12
6.Gardner & Dana,CRM Gains Ground as Dynamic e-business app.,InfoWorld,pp42,1999.10
7.Godin, Seth,Permission Marketing,Simon & Schuster,1999(願者上鉤,羅美惠、馬勒譯,先覺出版,2000)
8.Payne, Adrian,Pennie Frow,Developing a Segmentaed Service Strategy: Improving Measurement in Relationship Marketing,Journal of Marketing,pp797-818,1999
9.Peppers, Don, Martha Rogers and Bob Dorf,Is Your Company Ready for One-to-One Marketing,Harvard Business Review,pp.151-160,1999.1
10.Peppers, Don,Martha Rogers,Don’t Put Customer Relationships on Hold,Sales & Marketing Management,pp26-28,1999
11.Stone, Merlin,Paradigms in Customer Management,Surrey European Management School,1998
三、報刊
1.Democker, Judy,陳采穗譯,電子商務致勝關鍵—Web-based CRM,0 & 1 Byte,pp38-45,1999.10
2.Gerlach, Douglas,韓益誠譯,股市上網—頂尖的網路券商,電腦世界,pp30-45,1999.5
3.TIME風雲人物,時代雜誌,2000
4.余小均,CRM搭起企業與客戶的橋樑,資訊與電腦,pp79-82,1999.12
5.余小均,資料倉儲與CRM人員的知識管理,資訊與電腦,pp52-59,2000.2
6.季延平,認清CRM真貌,0 & 1 Byte,pp57-61,1999.10
7.洪懿妍,客戶關係管理五大步驟,天下雜誌,pp160-163,2000.01.01
8.洪震宇,寶來證券抓住看不到的客戶,天下雜誌,pp165-166,2000.01.01
9.黃貝玲、劉毓雯,亞馬遜的經營哲學—客戶至上,電子時報,1998.09.11
10.電子化客戶關係管理,電子化企業經理人報告,第三期,1999.11
11.莫乃健,贏得顧客一世忠誠,天下雜誌,pp152-157,2000.01.01
12.劉昌憫,CRM山雨欲來,0 & 1 Byte,pp32-37,1999.10
13.劉惠鳳,美國金融界.com指標—Charles Schwab,電子時報,2000.03.07
14.顧客關係管理特刊,能力雜誌,第524期,1999.10 |
Description: | 碩士 國立政治大學 科技管理研究所 87359015 |
Source URI: | http://thesis.lib.nccu.edu.tw/record/#A2002002124 |
Data Type: | thesis |
Appears in Collections: | [科技管理研究所] 學位論文
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