一、中文部分
1.ARC企業智慧事業部編著，「顧客關係管理—深度解析」，遠擎管理顧問公司，民國90年。
2.ARC企業智慧事業部編著，「顧客關係管理—深度解析第二輯」，遠擎管理顧問公司，民國91年。
3.王希寧，「網際網路對B2C企業顧客關係管理的影響—以券商及書局為例」，政治大學科技管理研究所未出版碩士論文，民國89年。
4.安迅資訊系統公司，「整合企業經營策略與顧客關係管理」，企業電子化經理人報告，民國88年，頁20-25。
5.吳肇銘，「影響網站使用意向之因素研究—以入門網站為例」，中央大學資訊管理研究所未出版博士論文，民國89年。
6.吳耀明，「電信服務事業顧客關係管理之研究」，中山大學企業管理研究所未出版碩士論文，民國90年。
7.呂麗琴，「證券商網站採行客戶關係管理系統之研究」，淡江大學資訊管理研究所未出版碩士論文，民國89年。
8.李令儀，「準備五千萬進軍華文的亞馬遜」，新新聞，第608期，民國87年，頁100-104。
9.李建儀，「資料倉儲技術在顧客關係管理系統之應用」，中興大學應用數學研究所未出版碩士論文，民國90年。
10.季延平譯，「網際網路行銷」，華泰文化事業公司，台北，民國89年。
11.林佩儀，「網站設計與使用者滿意度之關聯—以網路使用與購物經驗進行集群之研究」，政治大學資訊管理研究所未出版碩士論文，民國89年。
12.林祖德，「以實驗室實驗法探討等待對網際網路服務評估之影響─以WWW網站購物站台為例」，中央大學資管所碩士論文，民國86年。
13.林稟彬，「顧客關係管理應用於國內生物技術代工產業之研究」，台灣大學商學研究所未出版碩士論文，民國89年。
14.洪建志，「金融業顧客關係管理系統建置之研究」，義守大學管理科學研究所未出版碩士論文，民國90年。
15.耿慶瑞，「WWW互動廣告效果之研究」，政治大學企業管理研究所未出版博士論文，民國88年。
16.高隆樺，「影響顧客關係管理應用類別與認知成效之模式建構」，政治大學資訊管理研究所未出版碩士論文，民國90年。
17.張晉綸譯，「究極CRM—以顧客關係管理強化企業獲利潛能」，美商麥格羅希爾國際股份有限公司台灣分公司，民國91年。
18.陳文生，「網路化互動媒體知覺特性與應用需求關係之研究—以台灣網際網路為例」，台灣大學商學研究所未出版博士論文，民國85年。
19.陳文華，「運用資料倉儲技術於顧客關係管理」，能力雜誌，民國89年，頁132-128。
20.陳立信編譯，「實驗設計」，華泰文化事業公司，民國89年。
21.陳順宇、鄭碧娥著，「實驗設計」，華泰書局，民國91年。
22.傅振瑞，「資訊負荷量與情緒對消費者效果的實驗室研究」，中央大學資管所碩士論文，民國86年。
23.童啟晟，「1998-2003年全球CRM市場之預估」，MIC軟體與應用，民國89年。
24.舒瑞國，「企業採用顧客關係管理之策略規劃研究」，元智大學管理研究所未出版碩士論文，民國91年。
25.閔庭祥，「顧客關係管理系統之價值模型建構」，中央大學資訊管理研究所未出版博士論文，民國90年。
26.閔庭祥、黃佳雯、陳振明，「顧客關係管理價值模型之研究」，第二屆電子化企業經營管理理論暨實務研討會論文集，民國90年，頁334-344。
27.黃俊英，「多變量分析」，華泰文化事業公司，民84年。
28.黃振嘉，「網路商店的經營策略」，資訊與電腦，民國86年，頁94-100。
29.楊國樞、文崇一、吳聰賢、李亦園編著，「社會及行為科學研究法」，下冊，東華書局，民國81年。30.楊國樞、文崇一、吳聰賢、李亦園編著，「社會及行為科學研究法」，上冊，東華書局，民國81年。31.楊國樞、文崇一、吳聰賢、李亦圓，「社會及行為科學研究法」，東華書局，民83年。32.詹坤達，「應用OLAP技術於網站顧客關係管理之研究—以『中小學課程與教學網站』為例」，台灣師範大學工業教育研究所未出版碩士論文，民國90年。
33.遠擎顧問公司，「運用資訊科技推動顧客關係管理」，企業電子化經理人報告，民國88年，頁35-42。
34.盧坤利，「台灣地區企業採用顧客關係管理系統之影響因素研究」，台灣大學商學研究所未出版碩士論文，民國89年。
35.鍾雨靜，「圖解eCRM行銷—e時代行銷新趨勢」，博誌文化股份有限公司，民國90年。
36.顏永森，「銷售網站服務品質對消費者態度影響之研究」，政治大學企業管理研究所未出版博士論文，民國89年。
37.羅凱揚，「網路報紙使用者滿意度評估模式之探討」，http://ecrg.ba.ntust.edu.tw/paper_5.htm，民國86年。
38.蘇怡靜，「探討顧客關係管理對企業經營績效影響之研究」，東吳大學企業管理研究所未出版碩士論文，民國91年。
39.蘇振昇，「商業電視台建置網站服務內容之探討」，新聞鏡週刊，第458期，民國87年，頁10-16。
40.蘇雲華，「服務品質衡量方法之比較研究」，中山大學企管研究所博士論文，民國85年。
二、英文部分
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36.Gibbs, B. R., (1996), Multimedia and Interactive Marketing in the Digital Age, Working Paper, University of Washington.
37.Givotovsky, M., (1994), An Introduction to the Issues and Applications of Interactive Multimedia for Information Specialists, Special Libraries Association.
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