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Joseph II(1993)。Mass Customization: The New Frontier in Business Competition。Boston：Harvard Business School Press。 | | 11. | Edvinsson, Leif、Malone, Michael S.(1997)。Intellectual capital: realizing your company's true value by finding its hidden brainpower。New York, NY：HarperCollins Publishers Inc.。 | | 12. | Griffin, J.(1995)。Customer loyalty: How to earn It and how to keep It。New York, NY：Lexington Books。 | | 13. | Anderson, H.、Jacobsen, P.(2000)。Creating Loyalty: Its strategic importance in your customer strategy。Customer Relationship Management - A Strategic Imperative in the World of E-Business。Canada。 | | 14. | Andersen, A.(1998)。Best Practices: Building Your Business with Customer-Focused Solutions。Best Practices: Building Your Business with Customer-Focused Solutions。New York, NY。 | | 15. | Brown, S. A.(2000)。A Case Study on CRM and Mass Customization。Customer Relationship Management - A Strategic Imperative in the World of E-Business。Canada。 | | 16. | Brown, S. A.(2000)。From Customer Loyalty to Customer Dependency: a case for strategic customer care。Customer Relationship Management - A Strategic Imperative in the World of E-Business。Canada。 | | 17. | Handen, L.(2000)。Putting CRM to Work。Customer Relationship Management - A Strategic Imperative in the World of E-Business。Canada。 | | 18. | Handen, L.(2000)。The Tools for CRM: The Three Ws of Technology。Customer Relationship Management - A Strategic Imperative in the World of E-Business。Canada。 | | 19. | Hobmeier, M.、Briner, U.(2000)。CRM in the Telecommunication: Case Study of Swisscom。Customer Relationship Management - A Strategic Imperative in the World of E-Business。Canada。 | | 20. | McCarthy, E. J.(1996)。Basic Marketing: A Managerial Approach。Basic Marketing: A Managerial Approach。Homewood, IL。 | | 21. | McCorkell, G.(1997)。Direct and Database Marketing。Direct and Database Marketing。沒有紀錄：Kogan Page Ltd.。 | | 22. | Murphy, D.(1997)。The Fast Forward MBA in Marketing。The Fast Forward MBA in Marketing。沒有紀錄。 | | 23. | Smith, P.(1999)。Great Answers to Touch Marketing Questions。Great Answers to Touch Marketing Questions。沒有紀錄。 | 圖書論文| 1. | Brown, Stanley A.(2000)。Channel Management and CRM。Customer Relationship Management: A Strategic Imperative in the World of E-Business。John Wiley & Sons。 | | 2. | Falque, E.(2000)。Using the Tools: Database Marketing, Data Warehousing and Data Mining。Customer Relationship Management-- A Strategic Imperative in the World of E-Business。Toronto：John Wiley & Sons。 | | 3. | Pritchard, A.、Cantor, P.(2000)。E-Channel Management: Electronic-Customer Relationship Management。Customer Relationship Management--A Strategic Imperative in the World of E-Business。John Wiley ＆ Sons。 | |