The Role of Trust in Customer Relationship Management: An Example to Financial Services Industry_

:::

詳目顯示

第 1 筆 / 總合 1 筆

/1頁

來源文獻資料
外文摘要
引文資料

題名：	The Role of Trust in Customer Relationship Management: An Example to Financial Services Industry
書刊名：	Asia Pacific Management Review
作者：	Law, Monica／Wong, Y. H.／Lau, Theresa
出版日期：	2005
卷期：	10:4
頁次：	頁267-274
主題關鍵詞：	Customer relationship management；Relationship ties；Trust
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(5) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:5 共同引用:42 點閱:28

Many of the research studies have previously examined the importance of trust and its association with other constructs. This kind of trust investigations is important because it is the first step in identifying key constructs in the development of trust. However, trust is multi-dimensional. Trust research should not be just about the examination of causal relationships with different constructs. This paper aims at studying the multidimensional aspects of trust in various relational ties. The focus is on the way of using trust and its association with the related relationship resources. The discussion provides better understanding about trust and relationship ties for formulating various relational strategies, which are the key issues in customer relationship management.

以文找文

期刊論文
1.	Birley, Sue(1985)。The Role of Networks in the Entrepreneurial Process。Journal of Business Venturing，1(1)，107-117。
2.	Andrews, K. M.、Delahaye, B. L.(2000)。Influences on knowledge processes in organizational learning: The psychosocial filter。The Journal of Management Studies，37(6)，797-810。
3.	Yau, Oliver H. M.、Tse, Alan C. B.、Sin, Leo Y. M.、Chow, Raymond P. M.、Lee, Jenny S. Y.(2000)。Relationship Marketing the Chinese Way。Business Horizons，43(1)，16-24。
4.	Larzelere, Robert E.、Huston, Ted L.(1980)。The Dyadic Trust Scale: Toward Understanding Interpersonal Trust in Close Relationships。Journal of Marriage and the Family，42(3)，595-604。
5.	Frenzen, Jonathan、Nakamoto, Kent(1993)。Structure, Cooperation, and the Flow of Market Information。Journal of Consumer Research，20(3)，360-375。
6.	Abrams, L. C.、Cross, R.、Lesser, E.、Levin, D. Z.(2003)。Nurturing Interpersonal Trust in Knowledge-sharing Networks。Academy of Management Executive，17(4)，64-77。
7.	Ganesan, Shankar、Hess, Ron(1997)。Dimensions and Levels of Trust: Implications for Commitment to a Relationship。Marketing Letters，8(4)，439-448。
8.	Slater, S. F.、Narver, J. C.(2000)。Intelligence Generation and Superior Customer Value。Journal of The Academy of Marketing Science，28(1)，120-127。
9.	Uzzi, Brian(1996)。The Sources and Consequences of Embeddedness for the Economic Performance of Organizations: The Network Effect。American Sociological Review，61(4)，674-698。
10.	Tsui, A. S.、Farh, J. L.、Xin, K.(1997)。Where guanxi matters: Relational demography and guanxi in the Chinese context。Work and Occupations，24(1)，56-79。
11.	Uzzi, Brian(1999)。Embeddedness in the Making of Financial Capital: How Social Relations and Networks Benefit Firms Seeking Financing。American Sociological Review，64(4)，481-505。
12.	Hansen, Morten T.、Nohria, Nitin、Tierney, Thomas(1999)。What's your strategy for managing knowledge?。Harvard Business Review，77(2)，106-116。
13.	Doney, Patricia M.、Cannon, Joseph P.、Mullen, Michael R.(1998)。Understanding the influence of national culture on the development of trust。Academy of Management Review，23(3)，601-620。
14.	Jarvenpaa, S. L.、Tractinsky, N.、Saarinen, L.(1999)。Consumer trust in an internet store: A cross-cultural validation。Journal of Computer-Mediated Communication，5(2)，1-35。
15.	Morrison, Elizabeth W.(2002)。Newcomers' relationships: The role of social network ties during socialization。Academy of Management Journal，45(6)，1149-1160。
16.	Uzzi, Brian、Lancaster, Ryon(2003)。Relational embeddedness and learning: The case of bank loan managers and their clients。Management Science，49(4)，383-399。
17.	Rigby, Darrell K.、Reichheld, Frederich F.、Schefter, Phil(2002)。Avoid the Four Perils of CRM。Harvard Business Review，80(2)，101-106+108-109+130。
18.	Marsden, P. V.、Campbell, K. E.(1984)。Measuring Tie Strength。Social Forces，63(2)，482-501。
19.	Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing，63(2)，70-87。
20.	Bradach, Jeffrey L.、Eccles, Robert G.(1989)。Price, Authority, and Trust: From Ideal Types to Plural Forms。Annual Review of Sociology，15(1)，97-118。
21.	Moorman, Christine、Zaltman, Gerald、Deshpande, Rohit(1992)。Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations。Journal of Marketing Research，29(3)，314-328。
22.	Uzzi, Brian(1997)。Social structure and competition in interfirm networks: The paradox of embeddedness。Administrative Science Quarterly，42(1)，35-67。
23.	Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing，61(2)，35-51。
24.	Bian, Yanjie(1997)。Bringing strong ties back in: Indirect ties, network bridges, and job searches in China。American Sociological Review，62(3)，366-385。
25.	Rousseau, Denise M.、Sitkin, Sim B.、Burt, Ronald S.、Camerer, Colin(1998)。Not so different after all: A cross-discipline view of trust。Academy of Management Review，23(3)，393-404。
26.	Anderson, James C.、Narus, James A.(1990)。A model of distributor firm and manufacturer firm working partnerships。Journal of Marketing，54(1)，42-58。
27.	Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science，28(1)，150-167。
28.	Kramer, R. M.(1999)。Trust and Distrust in Organizations: Emerging Perspectives, Enduring Questions。Annual Review of Psychology，50(1)，569-598。
29.	Ganesan, Shankar(1994)。Determinants of long-term orientation in buyer-seller relationships。Journal of Marketing，58(2)，1-19。
30.	Grönroos, Christian(1996)。Relationship marketing: Strategic and tactical implications。Management Decision，34(3)，5-14。
31.	Kennedy, Mary Susan、Ferrell, Linda K.、LeClair, Debbie Thorne(2001)。Consumers' Trust of Salesperson and Manufacturer: An Empirical Study。Journal of Business Research，51(1)，73-86。
32.	Morgan, Robert M.、Hunt, Shelby D.(1994)。The commitment-trust theory of relationship marketing。Journal of Marketing，58(3)，20-38。
33.	Adler, Paul S.、Kwon, Seok-Woo(2002)。Social Capital: Prospects for A New Concept。The Academy of Management Review，27(1)，17-40。
34.	Dirks, Kurt T.、Ferrin, Donald L.(2001)。The role of trust in organizational settings。Organization Science，12(4)，450-467。
35.	Chong, Bessie(20030600)。Why Culture Matters for the Formation of Consumer Trust?--A Conceptual Study of Barriers for Realizing Real Global Exchange in Hong Kong。Asia Pacific Management Review，8(2)，217-239。
36.	Ismail, Mohd Nazari、Kwee, Jenny(20030600)。Network Characteristics and Outcomes: Case Studies of Two Malaysian Firms。Asia Pacific Management Review，8(2)，161-184。
37.	黃光國(1987)。Face and favor: the Chinese power game。American Journal of Sociology，92(4)，944-974。
38.	Granovetter, Mark S.(1973)。The Strength of Weak Ties。American Journal of Sociology，78(6)，1360-1380。
39.	Schoorman, F. David、Mayer, Roger C.、Davis, James H.(2007)。An Integrative Model of Organizational Trust: Past, Present, and Future。Academy of Management Review，32(2)，344-354。
40.	Kiong, Tong chee、Kee, Yong Pit(1998)。Guanxi Bases, Xinyong and Chinese Business Networks。British Journal of Sociology，49，75-96。
41.	Sheppard, Blair H.、Sherman, Dana M.(1998)。The Grammars of Trust: A Model and General Implications。The Academy of Management Review，23(3)，422-437。
42.	韓巍、席酉民(2001)。Is Guanxi a Model of China's Business?。亞太管理評論（英文版），6(3)，295-304。延伸查詢
43.	O'Keefe, Hsu、O'Keefe, William M.(1997)。Chinese and Western Behavioural Differences: Understanding the Gaps。International Journal of Social Economics，24(1/ 2/ 3)，190-196。
44.	Sheth, Jagdish N.、Sisodia, Rajendra S.、Sharma, Arun(2000)。The Antecedents and Consequences of Customer-centric Marketing。Journal of the Academy of Marketing Science，1(28)，55-66。
45.	Prusak, Laurence、Cohen, Don(2001)。How to Invest in Social Capital。Harvard Business Review，79(6)，86-93。
46.	Crosby, Lawrence A.(2002)。Exploding Some Myths about Customer Relationship Management。Managing Service Quality，12(5)，271-277。
47.	Jevons, Colin、Gabbott, Mark(2000)。Trust, Brand Equity and Brand Reality in Internet Business Relationships: An Interdisciplinary Approach。Journal of Marketing Management，16(6)，619-634。
48.	Loomis, J. S.(1959)。Communication, the Development of Trust, and Cooperative Behavior。Human Relations，12(4)，305-315。

會議論文
1.	Saren, M.、Tzokas, N.(2000)。Knowledge and Relationship Marketing: Where, What and How?。0。

研究報告
1.	Child, J.、Mollering, G.(2001)。The Development of Organizational Trust in the Chinese Business Context。0。

圖書
1.	Granovetter, Mark S.(1974)。Getting a Job: A Study of Contacts and Careers。Chicago：University of Chicago Press。
2.	Confucius、Leys, Simon(1997)。The Analects of Confucius。W. W. Norton and Company Ltd.。
3.	Hardin, Russell(2002)。Trust and Trustworthiness。New York, NY：Russell Sage Foundation。
4.	Yang, Mayfair(1994)。Gifts, Favors, and Banquets: The Art of Social Relationships in China。New York：Cornell University Press。
5.	Kotler, Philip、Armstrong, Gary(2003)。Principles of marketing。Saddle River, NJ：Pearson Education。
6.	Fukuyama, F.(1995)。Trust: The Social Values and the Creation of Prosperity。New York：Free Press。
7.	Dwyer, F. R.、Lagace, R. R.(1986)。On the nature and role of buyer-seller trust。Chicago, IL：American Marketing Association。
8.	Deutsch, Morton(1973)。The Resolution of Conflict: Constructive of Destructive Processes。New Haven：Yale University Press。
9.	楊中芳(2001)。如何研究中國人：心理學研究本土化論文集。臺北：遠流。延伸查詢
10.	Burt, Ronald S.(1992)。Structural Holes. Cambridge。Cambridge, MA：Harvard University Press。
11.	Pruitt, Dean G.(1981)。Negotiation Behavior。New York, NY：Academic Press, Inc.。
12.	Burt, Ronald S.(2001)。Bandwidth and Echo: Trust, Information, and Gossip in Social Networks。Networks and Markets。New York, NY。
13.	Egan, John(1995)。Relationship Marketing: Exploring Relational Strategies in Marketing。Relationship Marketing: Exploring Relational Strategies in Marketing。New York, NY。
14.	Ryals, L.(2000)。Organizing for Relationship Marketing。Marketing Management: A Relationship Marketing Perspective。Basingstoke, UK。

圖書論文
1.	Lewicki, R. J.、Bunker, B. B.(1996)。Developing and Maintaining Trust in Work Relationships。Trust in Organizations: Frontiers of Theory and Research。Sage。
2.	Mishra, A. K.(1996)。Organizational responses to crisis: the centrality of trust。Trust in organizations: Frontiers of theory and research。Sage。
3.	Chung, Wai-Keung、Hamilton, Gary G.(2001)。Social Logic as Business Logic: Guanxi, Trustworthiness, and the Embeddedness of Chinese Business Practices。Rules and Networks: The Legal Culture of Global Business Transactions。Oxford：Hart Publishing。

推文
推薦
引用網址
引用嵌入語法
轉寄

top

:::

相關期刊
相關論文
相關專書
相關著作
熱門點閱

1.	望子成龍女成鳳？教養信念在社經地位與家庭學習環境間的中介效果
2.	社會稱許性反應的測量與控制
3.	移動中的中國青年世代：從移民理論與教會論探索美國華人教會的身分與實踐
4.	The Antecedents of Purchase Intention of Meat with Traceability in Thai Consumers
5.	從實習心理師與督導觀點看臺灣實習臨床心理師衡鑑專業能力
6.	從「以我為榮」到「證明自己」：華人文化脈絡下知覺不同父母期待之大學生的生涯因應組型初探研究
7.	失根的大樹：從文化觀點探究親密暴力殺人者的生命敘說
8.	「老年人教育關懷老年人」正向老化學習活動方案實施成效分析
9.	從傳統華人貞節觀念探討男性殺妻
10.	從「家長本位」到「子女本位」：遊戲治療案主家長教養概念之建構歷程探究
11.	探究男性親密暴力之文化意涵
12.	國民小學教師心目中理想的校長領導行為之研究：本土化之觀點與初探
13.	臺灣地區學校教育人員被領導者行為量表之建構、發展與印證：本土化的觀點
14.	大學生感恩學習介入方案成效分析：拓延建構理論假設的考驗
15.	書寫、對談和思想生活事件對大學生快樂、幸福感的影響

1.	高中職教師心理資本、工作價值觀、情緒勞務與學校生活適應之徑路模式探析
2.	從「權威關注」到「自我關注」：遊療師的生命轉換經驗及其在專業實踐之文化考量
3.	我國高級中等學校學生批判思考能力與態度量表發展之研究

1.	學校生活社會學
2.	陌生人互動的社會期望反應：外在情境與個人屬性
3.	心理學研究的本土契合性及其相關問題
4.	新聞訪問個案(3)：施惠語言
5.	緣與華人溝通行為

無相關著作

無相關點閱

QR Code

臺灣人文及社會科學引文索引資料庫系統

詳目顯示

臺灣人文及社會科學引文索引資料庫