顧客關係管理整備度對組織衝突管理之探討__臺灣人文及社會科學引文索引資料庫

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題名：	顧客關係管理整備度對組織衝突管理之探討
書刊名：	商業現代化學刊
作者：	劉漢榆／黃上晏
作者(外文)：	Liu, Han-yuh／Huang, Shan-yan
出版日期：	2011
卷期：	6:2
頁次：	頁171-193
主題關鍵詞：	顧客關係管理；整備度；組織衝突；Customer relationship management；CRM；Readiness；Organizational conflict
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:0 共同引用:0 點閱:35

顧客關係管理(CRM)已成為企業最重視的經營議題之一，然CRM的推展涉及變革，常導致組織衝突的發生，致使未蒙其利先受其害。本研究從CRM整備度的觀點，探討其與關係衝突、任務衝突、程序衝突之關聯性，以期透過導入前的檢視與因應，管理導入的衝突並降低CRM的推展風險。研究結果顯示，CRM整備度可從營運整備、變革整備、人力整備、流程整備與IT整備等五個面向檢視，其中流程整備及IT整備與CRM推展產生的衝突最具負相關，變革整備則與任務衝突及程序衝突有正相關。組織可積極培養流程整合能力與IT成熟度，透過變革整備作業，營造一個自我改革的CRM運作環境。此外，產業別、組織規模、職級、與CRM推展進程等變數會干擾CRM整備度與組織衝突間的關聯效果，尤其以成員對CRM推展進程的認知最具影響性；因此，組織應努力提升相關資訊的透明度才能增加變革的動能。

以文找文

Customer relationship management (CRM) has been an issue of primary concern in business management, but that implementation involves innovation change to result in organizational conflict and end in failure constantly. Therefore, the well intentions of CRM implementation were repaid by disappointed results. This study focuses on a viewpoint of CRM readiness to explore a relationship between CRM readiness and organizational conflict including relationship conflict, task conflict and process conflict. To expect the risk of innovation change or uncertainty could be slowed down through the reviews and preparations for CRM implementation.The results show that CRM readiness can be reflected five dimensions including blueprint readiness, change readiness, human readiness, process readiness and IT readiness. Process readiness and IT readiness can lead the negative conflict of CRM implementation significantly. Change readiness can lead the positive task and process conflict to enhance the implementation quality for CRM. Furthermore, the samples' attributes including industry, size, position and CRM state understanding would moderate a relationship between CRM readiness and organizational conflict, especially in CRM state understanding. Hence, organizations can exploit the information disclosure of CRM state to increase the change energy for CRM implementation.

以文找文

期刊論文
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會議論文
1.	Liu, H. Y.、Chen, C. H.(2008)。A Study on behavioral intention of implementing customer relationship management for Taiwan's e-government。2008 International Joint Conference on e-Commerce, e-Administration, e-Society and e-Education。Bangkok：International Business Academics Consortium。
2.	Ocker, J.、Mudambi, S.(2003)。Assessing the Readiness of Firms for CRM: A Literature Review and Research Model7(7)，181-191。

研究報告
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其他
1.	Moncla, B.(2004)。How can we determine our CRM readiness?，http://www.destinationcrm.com/articles/default.asp?ArticleID=4120&KeyWords=READINESS。

圖書論文
1.	Thomas, K. W.(1992)。Conflict and negotiation process in organizations。Handbook of industrial and organizational psychology。Palo Alto, California：Consulting Psychologists Press。

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