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題名:國際觀光旅館業應用資訊系統對顧客關係管理成效之研究 : 系統成功與服務品質的觀點
書刊名:服務業管理評論
作者:范懿文 引用關係顧景昇 引用關係
出版日期:2006
卷期:2:1
頁次:頁1-25
主題關鍵詞:系統成功服務品質顧客關係管理System successService qualityCustomer relationship management
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(1) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:25
期刊論文
1.Fok, L. Y.、Fok, W. M.、Hartman, S. J.(2001)。Exploring the relationship between total quality management and information systems development。Information and Management,38(6),355-371。  new window
2.Bieber, T. P.(1989)。Guest-Histoiy Systems: Maximizing The Benefits。Cornell Hotel and Restaurant Administration Quarterly,30(3),20-22。  new window
3.Piccoli, G.、O'Conner, P.、Capaccioli, C.、Alvarez, R.(2003)。Customer relationship management-A driver for change in the structure of the U.S. lodging industry。Cornell Hotel and Restaurant Administration Quarterly,44(4),61-73。  new window
4.Sparks, B.(1993)。Guest history: Is it being utilized。International Journal of Contemporary Hospitality Management,5(1),22-27。  new window
5.Gulati, R.、Garnio, J.(2000)。Get the Right Mix of Bricks and Clicks。Harvard Business Review,78(3),107-114。  new window
6.Cavaye, A. L. M.、Cragg, P. B.(1995)。Factors contributing to the success of customer oriented interorganizational systems。The Journal of Strategic Information Systems,4(1),13-30。  new window
7.Dev, C. S.、Ellis, B. D.(1991)。Guest Histories: An Untapped Service Resource。Cornell Hotel and Restaurant Administration Quarterly,32(2),28-37。  new window
8.Lederer, A. L.、Mendelow, A. L.(1988)。Convincing Top Management of the Strategic Potential of Information System。MIS Quarterly,12(4),525-534。  new window
9.Chen, I. J.、Popovich, K.(2003)。Understanding customer relationship management (CRM): people, process and technology。Business Process Management Journal,9(5),672-688。  new window
10.O’Connor, P.、Frew, A. J.(2002)。The future or hotel electronic distribution: Expert and industry perspectives。Cornell Hotel and Restaurant Administration Quarterly,43(3),33-45。  new window
11.Saunders, J.(1999)。Manufacturers build on CRM。Computing Canada,25(32),17-18。  new window
12.Yoon, Y.、Guimaraes, T.、O'Neal, Q.(1995)。Exploring the factors associated with expert systems success。MIS Quarterly,19(1),83-106。  new window
13.Peppard, J.(2000)。Customer Relationship Management in Financial Services。European Management Journal,18(3),312-327。  new window
14.Negash, S.、Ryan, T.、Igbaria, M.(2003)。Quality and effectiveness in web-based customer support systems。Information and Management,40(8),757-768。  new window
15.Hallowell, R.(1996)。The Relationships of Customer Satisfaction, Customer Loyalty, and Profitability: an Empirical Study。International Journal of Service Industry Management,7(4),27-42。  new window
16.McFarlan, F. W.、McKenney, J. L.、Pyburn, P.(1983)。The Information Archipelago--Plotting a Course。Harvard Business Review,61(1),145-156。  new window
17.Seddon, Peter B.(1997)。A respecification and extension of the DeLone and McLean model of IS success。Information Systems Research,8(3),240-253。  new window
18.Wixom, B. H.、Watson, H. J.(2001)。An empirical investigation of the factors affecting data warehousing success。MIS Quarterly,25(1),17-41。  new window
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。  new window
20.Pitt, Leyland F.、Watson, Richard T.、Kavan, C. Bruce(1995)。Service Quality: A Measure of Information Systems Effectiveness。MIS Quarterly,19(2),173-187。  new window
21.McKinney, Vicki、Yoon, Kanghyun、Zahedi, Fatemeh Mariam(2002)。The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach。Information Systems Research,13(3),296-315。  new window
22.Day, George S.(1994)。The Capabilities of Market-Driven Organizations。Journal of Marketing,58(4),37-52。  new window
23.DeLone, William H.、McLean, Ephraim R.(1992)。Information Systems Success: The Quest for the Dependent Variable。Information Systems Research,3(1),60-95。  new window
24.Kettinger, William J.、Lee, Choong C.(1994)。Perceived Service Quality and User Satisfaction with the Information Services Function。Decision Sciences,25(5/6),737-766。  new window
25.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。  new window
26.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
27.DeLone, William H.、McLean, Ephraim R.(2003)。The DeLone and McLean Model of Information Systems Success: A Ten-Year Update。Journal of Management Information Systems,19(4),9-30。  new window
28.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。  new window
29.Roh, T. H.、Ahn, C. K.、Han, I.(2005)。The priority factor model for customer relationship management system success。Expert Systems with Applications,28(4),641-654。  new window
研究報告
1.林玥秀、劉聰仁(2000)。台灣地區中小型旅館資訊系統之研究 (計畫編號:NSC-89-2416-H-328-008)。  延伸查詢new window
學位論文
1.王政杰(2004)。國際觀光旅館之信任、承諾、關係品質與行為意向之研究(碩士論文)。輔仁大學。  延伸查詢new window
2.石嘉寧(2003)。國際觀光旅館導入顧客關係管理之研究(碩士論文)。國立臺灣科技大學。  延伸查詢new window
3.許君琪(2004)。以實虛整合行銷觀點探討旅館業之顧客關係管理(碩士論文)。銘傳大學。  延伸查詢new window
4.鐘麗玉(2003)。飯店業應用顧客關係管理之比較研究(碩士論文)。朝陽科技大學。  延伸查詢new window
圖書
1.邱皓正(2004)。結構方程式--LISREL 的理論、技術與應用。臺北:雙葉。  延伸查詢new window
2.Joreskog, K. G.、Sorbom, D.(1993)。LISREL 8: User's Reference Guide。Chicago:Scientific Software。  new window
其他
1.交通部觀光局(2003)。中華民國九十ニ年臺灣地區國際觀光旅館營運分析報告。  延伸查詢new window
 
 
 
 
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