| 期刊論文| 1. | 陳澤義、陳建州(20040900)。關係滿意、信任與承諾影響因素之探討--以銀行個人理財部門為例。商管科技季刊，5(3)，349-375。 延伸查詢 | | 2. | Bayon, T.、Gutsche, J.、Bauer, H.(2002)。Customer equity marketing: Touching the intangible。European Management Journal，20(3)，213-222。  | | 3. | 周文賢、魏諦芊、王馨葦(20040400)。壽險業顧客關係品質模式之建立與實證分析。管理與系統，11(2)，199-220。 延伸查詢 | | 4. | Ratcliff, Paul(2000)。Managing deeper relationship。Mortgage Banking，60(6)，94-100。 | | 5. | Eriksson, K.、Vaghult, A. L.(2000)。Customer Retention, Purchasing Behavior and Relationship Substance in Professional Services。Industrial Marketing Management，29(4)，363-372。 | | 6. | Lei, D.、Hitt, M. A.、Bettis, R.(1996)。Dynamic Core Competencies Through Metalearning and Strategic Context。Journal of Management，22(4)，549-569。 | | 7. | Berthon, J. P.、Pitt, L. F.、Hulbert, J. M.(1999)。Brand Management Prognostications。Sloan Management Review，40(2)，53-55。 | | 8. | Ives, B.、Mason, O. L.(1990)。Can Information Technology Revitalize Your Customer Service?。Academy of Management Executive，4(4)，52-69。 | | 9. | Peppard, J.(2000)。Customer Relationship Management (CRM) in Financial Services。European Management Journal，18(3)，312-327。 | | 10. | Khalil, E. M.、Harcar, T. D.(1999)。Relationship Marketing and Data Quality Management。Advanced Management Journal，9，26-33。 | | 11. | Blattberg, Robert C.、Deighton, John M.(1996)。Manage Marketing by the Customer Equity Test。Harvard Business Review，74(4)，136-144。 | | 12. | Kandell, Jackie(2000)。CRM, ERM, One-to-one Decoding Relationship Management Theory and Technology。Trust and Estates，139(4)，49-53。 | | 13. | El Sawy, O. A.、Bowles, G.(1997)。Redesigning the customer support process for the electronic economy: insights from storage dimensions。MIS Quarterly，21(4)，457-483。 | | 14. | Sampler, J. L.(1998)。Redefining Industry Structure for the Information Age。Strategic Management Journal，19(4)，343-355。 | | 15. | Reinartz, W.、Krafft, M.、Hoyer, W. D.(2004)。The customer relationship management process: Its measurement and impact on performance。Journal of Marketing Research，41(3)，293-305。 | | 16. | Zeithaml, Valarie A.、Rust, Roland T.、Lemon, Katherine N.(2001)。The Customer Pyramid: Creating and Serving Profitable Customers。California Management Review，43(4)，118-142。 | | 17. | Berger, Paul D.、Nasr, Nada I.(1998)。Customer Lifetime Value: Marketing Models and Applications。Journal of Interactive Marketing，12(1)，17-30。 | | 18. | Wells, J. D.、Fuerst, W. L.、Choobineh, J.(1999)。Managing information technology (IT) for one to one customer interaction。Information and Management，35(1)，53-62。 | | 19. | 丁惠民(19991100)。新顧客關係時代的來臨對企業經營的衝擊。電子化企業經理人報告，3，6-7。 延伸查詢 | | 20. | 陳灯能(20040900)。CRM的系統架構與建置之道。商業現代化，66，48-52。 延伸查詢 | | 21. | 管郁君、高隆樺(20040600)。顧客關係管理應用類別與認知成效之探討。電子商務研究，2(2)，137-160。 延伸查詢 | | 22. | 蕭至惠(20050300)。從關係行銷角度論金融業顧客關係管理。臺灣經濟金融月刊，41(3)=482，47-57。 延伸查詢 | | 23. | Hoekstra, J. C.、Leeflang, P. S. H.、Wittink, D. R.(1999)。The Customer Concept: The Basis for a New Marketing Paradigm。Journal of Market-Focused Management，4(1)，43-76。 | | 24. | Kandampully, J.(1998)。Service Quality to Service Loyalty; Relationship which Go Beyond customer Services。Total Quality Management，9，431-443。 | | 25. | Mentzas, G. N.(1997)。Re-engineering banking with object-oriented models: towards customer information systems。International Journal of Information Management，17(3)，179-97。 | | 26. | Zahay, D.、Griffin, A.(2003)。Information Antecedents of Personalization and Customization in Business- to-business Service Markets。Journal of Database Management，10(3)，255-271。 | | 27. | Peppers, Don、Rogers, Martha、Dorf, Bob(1999)。Is Your Company Ready for One-To-One Marketing?。Harvard Business Review，77(1)，151-160。 | | 28. | Tippins, Michael J.、Sohi, Ravipreet S.(2003)。IT Competency and Firm Performance: Is Organizational Learning A Missing Link?。Strategic Management Journal，24(8)，745-761。 | | 29. | Barney, J. B.、Wright, M.、Ketchen, D. J. Jr.(2001)。The Resource-based View of the Firm: Ten Years after 1991。Journal of Management，27(6)，625-641。 | | 30. | Kohli, Ajay K.、Jaworski, Bernard J.、Kumar, Ajith(1993)。MARKOR: A Measure of Market Orientation。Journal of Marketing Research，30(4)，467-477。 | | 31. | Powell, Thomas C.、Dent-Micallef, Anne(1997)。Information Technology as Competitive Advantage: the Role of Human, Business, and Technology Resources。Strategic Management Journal，18(5)，375-405。 | | 32. | Roberts, Mary Lou、Wortzel, Lawrence H.(1979)。New Life-Style Determinants of Women's Food Shopping Behavior。Journal of Marketing，43(3)，28-39。 | | 33. | Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing，27(9)，19-35。 | | 34. | Mittal, Vikas、Kamakura, Wagner A.(2001)。Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics。Journal of Marketing Research，38(1)，131-142。 | | 35. | Gronroos, Christian(1994)。From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing。Management Decision，32(2)，4-20。 | | 36. | Lemon, Katherine N.、White, Tiffany Barnett、Winer, Russell S.(2002)。Dynamic customer relationship management: Incorporating future considerations into the service retention decision。Journal of Marketing，66(1)，1-14。 | | 37. | 林東清(20020200)。顧客關係管理(CRM)研究的一些相關理論模式與重要議題。資訊管理學報，9(專刊)，31-56。 延伸查詢 | | 38. | Bharadwaj, Sundar G.、Varadarajan, P. Rajan、Fahy, John(1993)。Sustainable Competitive Advantage in Service Industries: A Conceptual Model and Research Propositions。Journal of Marketing，57(4)，83-99。 | | 39. | Oliver, Richard L.(1999)。Whence consumer loyalty?。Journal of Marketing，63(4_suppl 1)，33-44。 | | 40. | Gerpott, T. J.、Rams, W.、Schindler, A.(2001)。Customer Retention, Loyalty, and Satisfaction in the German Mobile Cellular Telecommunications Market。Telecommunications Policy，25(4)，24-28。 | | 41. | Baron, Reuben M.、Kenny, David A.(1986)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology，51(6)，1173-1182。 | | 42. | Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research，18(1)，39-50。 | | 43. | Chung, H. P.、Young, G. K.(2003)。A Framework of Dynamic CRM: Link Marketing with Information Strategy。Business Process Management Journal，9(5)，652-672。 | | 44. | Kohli, R.、Piontek, F.、Ellington, T.、VanOsdol, T.、Shepard, M.、Brazel, G.(2001)。Managing Customer Relationship through E-business Decision Support Applications: A Case of Hospital-physician Collaboration。Decision Support Systems，32，171-187。 | | 45. | Sheth, J. N.、Parvatiyar, A.(1995)。Relationship in Consumer Markets: Antecedents and Consequences。Journal of the Academy of Marketing Science，23(4)，255-271。 | | 46. | Zahay, D.、Griffin, A.(2004)。Customer Learning Process, Strategy Selection, and Performance in Business- to - Business Service Firms。Decision Sciences，35(2)，169-204。 | 會議論文| 1. | Jutla, D.、Craig, J.、Bodorik, P.(2001)。Enabling and Measuring Electronic Customer Relationship Management Readiness。34th Hawaii International Conference on System Science。 | 學位論文| 1. | McDonald, M. A.(1996)。Service Quality and Customer Lifetime Value in Professional Sport Franchises(博士論文)。University of Massachusetts，Amherst, MA。 | | 2. | 吳怡真(2003)。應用資料挖掘技術於證券業顧客關係管理之研究(碩士論文)。實踐大學。 延伸查詢 | 圖書| 1. | Tiwana, A.(2001)。The Essential Guide to Knowledge Management: E-Business and CRM Applications。Upper Saddle River, NJ：Prentice Hall PTR。 | | 2. | Barnes, J. G.(2001)。Secrets of customer relationship management。McGraw-Hill。 | | 3. | Lucas, H. C.(1999)。Information Technology and the Productivity Paradox。New York：Oxford University Press。 | | 4. | Reichheld, Frederick F.、Teal, Thomas(1996)。The Loyalty Effect: The Hidden Force behind Growth Profits, and Lasting Value。Boston：Harvard Business School Press。 | | 5. | Zeithaml, Valarie A.、Bitner, Mary Jo、Gremler, Dwayne D.(1996)。Services Marketing。McGraw-Hill。 | | 6. | Itami, H.、Roehl, T. W.(1987)。Mobilizing Invisible Assets。Cambridge, MA：Harvard University Press。 | | 7. | Wayland, Robert E.、Cole, Paul M.(1997)。Customer Connections: New Strategies for Growth。Harvard Business School Press。 | | 8. | Zikmund, W. G.、McLeod, R. Jr.、Gilbert, F. W.(2003)。Customer Relationship Management: Integrating Marketing Strategy and Information Technology。John Wiely & Sons。 | | 9. | Kalakota, R.、Robinson, M.(1999)。E-Business: Roadmap for Success。Addison-Wesley。 | | 10. | Blattberg, R. C.、Getz, G.、Thomas, J. S.(2001)。Customer Equity: Managing Customer Acquisition。New York：Harvard Business School Press。 | | 11. | Seybold, P. B.(2001)。The Customer Revolution: How to Thrive When Customer are in Control。New York：Random House, Inc。 | | 12. | Swift, R.(2000)。Accelerating Customer Relationship。London：Prentice Hall。 | | 13. | Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, Barry J.(1998)。Multivariate data analysis。Prentice-Hall, Inc.。 | | 14. | 張紹勳(2001)。研究方法。滄海書局。 延伸查詢 | | 15. | 黃芳銘(2004)。結構方程模式：理論與應用。五南。 延伸查詢 | 圖書論文| 1. | Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。American Marketing Association。 | | 2. | Eckerson, W.、Watson, H.(2000)。Harnessing Customer Information for Strategic Advantage: Technical Challenges and Business Solutions, special report。The Data Warehousing Institute。Chatsworth, CA。 | | 3. | 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。 | | 4. | 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。 | |