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2. | Bieber, T. P.(1989)。Guest-Histoiy Systems: Maximizing The Benefits。Cornell Hotel and Restaurant Administration Quarterly,30(3),20-22。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
4. | Sparks, B.(1993)。Guest history: Is it being utilized。International Journal of Contemporary Hospitality Management,5(1),22-27。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
5. | Gulati, R.、Garnio, J.(2000)。Get the Right Mix of Bricks and Clicks。Harvard Business Review,78(3),107-114。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
7. | Dev, C. S.、Ellis, B. D.(1991)。Guest Histories: An Untapped Service Resource。Cornell Hotel and Restaurant Administration Quarterly,32(2),28-37。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
8. | Lederer, A. L.、Mendelow, A. L.(1988)。Convincing Top Management of the Strategic Potential of Information System。MIS Quarterly,12(4),525-534。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
9. | Chen, I. J.、Popovich, K.(2003)。Understanding customer relationship management (CRM): people, process and technology。Business Process Management Journal,9(5),672-688。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
11. | Saunders, J.(1999)。Manufacturers build on CRM。Computing Canada,25(32),17-18。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
12. | Yoon, Y.、Guimaraes, T.、O'Neal, Q.(1995)。Exploring the factors associated with expert systems success。MIS Quarterly,19(1),83-106。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
13. | Peppard, J.(2000)。Customer Relationship Management in Financial Services。European Management Journal,18(3),312-327。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
14. | Negash, S.、Ryan, T.、Igbaria, M.(2003)。Quality and effectiveness in web-based customer support systems。Information and Management,40(8),757-768。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
16. | McFarlan, F. W.、McKenney, J. L.、Pyburn, P.(1983)。The Information Archipelago--Plotting a Course。Harvard Business Review,61(1),145-156。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
18. | Wixom, B. H.、Watson, H. J.(2001)。An empirical investigation of the factors affecting data warehousing success。MIS Quarterly,25(1),17-41。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
22. | Day, George S.(1994)。The Capabilities of Market-Driven Organizations。Journal of Marketing,58(4),37-52。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
23. | DeLone, William H.、McLean, Ephraim R.(1992)。Information Systems Success: The Quest for the Dependent Variable。Information Systems Research,3(1),60-95。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
25. | Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing,60(2),31-46。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
26. | Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |
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。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) |