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題名:策略配適對顧客關係管理績效之影響--以金融服務業為例
書刊名:電子商務研究
作者:孫思源 引用關係趙珮如施若萍
作者(外文):Sun, Szu-yuanChao, Pei-juShih, Re-ping
出版日期:2012
卷期:10:4
頁次:頁427-451
主題關鍵詞:顧客關係管理策略資訊科技策略顧客關係管理績效策略配適金融服務業Customer relationship management strategyInformation technology strategyCustomer relationship management performanceAlignmentFinancial service industry
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(0) 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:11
  • 點閱點閱:26
Other
1.Kalakota, R. and Robinson, M.(2001)。business 2:0 Roadmap for Success。  new window
2.Brown, S.A.(2000)。Customer Relationship Management: A Strategic Imperative in the World of e-business。  new window
期刊論文
1.安迅資訊系統公司(19991100)。整合企業經營策略與顧客關係管理。電子化企業經理人報告,3,20-25。  延伸查詢new window
2.Donavan, D. T.、Brown, T. J.、Mowen, J. C.(2004)。Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors。Journal of Marketing,68(1),128-146。  new window
3.Lapointe, L.、Rivard, S.(2005)。A multilevel model of resistance to information technology implementation。MIS Quarterly,29(3),461-491。  new window
4.Bergeron, F.、Raymond, L.、Rivard, S.(2004)。Ideal Patterns of Strategic Alignment and Business Performance。Information & Management,41(8),1003-1020。  new window
5.Kim, Jonghyeok、Suh, Euiho、Hwang, Hyunseok(2003)。A Model for Evaluating the Effectiveness of CRM Using the Balanced Scorecard。Journal of Interactive Marketing,17(2),5-19。  new window
6.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
7.Rockart, John. F.(1979)。Chief Executives Define Their Own Data Needs。Harvard Business Review,57(2),81-93。  new window
8.Bakos, J. Y.、Treacy, M. E.(198606)。Information Technology and Corporate Strategy: A Research Perspective。MIS Quarterly: Management Information Systems,10(2),107-119。  new window
9.Karimabady, H.、Brunn, P. J.(1991)。Postal Surveys to Small Manufacturers。Industrial Marketing Management,20(4),319-326。  new window
10.Winer, Russell S.(2001)。A framework for customer relationship management。California Management Review,43(4),89-105。  new window
11.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review,68(5),105-111。  new window
12.Venkatraman, N.、Camillus, John C.(1984)。Exploring the Concept of "Fit" in Strategic Management。Academy of Management Review,9(3),513-525。  new window
13.Premkumar, G.、Ramamurthy, K.、Saunders, C. S.(2005)。Information processing view of organizations: An exploratory examination of fit in the context of interorganizational relationships。Journal of Management Information Systems,22(1),257-294。  new window
14.Leonard-Barton, Dorothy、Deschamps, Isabelle(1988)。Managerial influence in the implementation of new technology。Management Science,34(10),1252-1265。  new window
15.Jayachandran, S.、Sharma, S.、Kaufman, P.、Raman, P.(2005)。The role of relational information processes and technology use in customer relationship management。Journal of Marketing,69(4),177-192。  new window
16.Ryals, L.(2005)。Making customer relationship management work: The measurement and profitable management of customer relationships。Journal of Marketing,69(4),252-261。  new window
17.Henderson, J. C.、Venkatraman, N.(1993)。Strategic alignment: Leveraging information technology for transforming organizations。IBM Systems Journal,32(1),4-16。  new window
18.Rust, Roland T.、Lemon, Katherine N.、Zeithaml, Valarie A.(2004)。Return on Marketing: Using Customer Equity to Focus Marketing Strategy。Journal of Marketing,68(1),109-127。  new window
19.Peppers, Don、Rogers, Martha、Dorf, Bob(1999)。Is Your Company Ready for One-To-One Marketing?。Harvard Business Review,77(1),151-160。  new window
20.Venkatraman, N.(1989)。The Concept of Fit in Strategy Research: toward Verbal and Statistical Correspondence。Academy of Management Review,14(3),423-444。  new window
21.Chan, Y. E.、Huff, S. L.(1993)。Strategic Information Systems Alignment。Business Quarterly,58(1),51-55。  new window
22.Maxham, J. G. III、Netemeyer, R. G.(2003)。Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluations of Complaint Handling。Journal of Marketing,67(1),46-62。  new window
23.Jaworski, Bernard J.、Kohli, Ajay K.(1993)。Market Orientation: Antecedents and Consequences。Journal of Marketing,57(3),53-70。  new window
24.Venkatraman, N.(1994)。IT-Enabled Business Transformation: From Automation to Business Scope Redefinition。Sloan Management Review,35(2),73-87。  new window
25.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。  new window
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。  new window
27.Venkatraman, Nenkat、Prescott, John E.(1990)。Environment-strategy coalignment: an empirical test of its performance implications。Strategic Management Journal,11(1),1-23。  new window
28.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
29.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。new window  延伸查詢new window
30.Gottschalk, P.(1999)。Implementation Predictors of Strategic Information Systems Plans。Information and Management,36,77-91。  new window
學位論文
1.吳仁裕(2000)。企業策略、資訊策略、人力資源管理策略對組織績效的影響(碩士論文)。國立中央大學。  延伸查詢new window
圖書
1.Lawrence, P. R.、Lorsch, J.(1967)。Organizations and Environments。Cambridge, MA。  new window
2.Kaplan, R. S.、Atkinson, A. A.(1998)。Advanced management accounting。New Jersey, NJ:Prentice Hall。  new window
3.Porter, Michael E.、李明軒、邱如美(1996)。國家競爭優勢。臺北:天下文化出版股份有限公司。  延伸查詢new window
4.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate data analysis。Pearson Prentice Hall。  new window
其他
1.Sen, A. & Sinha, A.P.(2011)。IT Alignment Strategies for Customer Relationship Management。  new window
2.White, R.(2000)。Building a Sustainable e-Business CRM Strategy。  new window
3.Schumacher, S.(2001)。Identity Management--At the Heart of CRM (customer relationship management)。  new window
4.Koopman, J.C.(1999)。Effective Alignment: Strategy Cannot Succeed Without It。  new window
5.Porra, J.(1996)。). Colonial Systems, Information Colonies, and Punctuated Prototyping。  new window
6.Pan, S.L. &Lee, J-N.(2003)。Using e-CRM for a United View of the Customer。  new window
7.Boulding, W., Staelin, R., Ehret, M., & Johnston, W.J.(2005)。A Customer Relationship Management Roadmap: What Is Known, Potential Pitfall, and Where To Go。  new window
8.Brown, S.A.(2000)。Customer Relationship Management: A Strategic Imperative in the World of e-Business。  new window
9.Swift, R.S.,賴士奇、吳嘉哲、劉揚愷、揚子蕙(譯)(2001)。深化顧客關係管理。  延伸查詢new window
10.Wesner, M.(2005)。VDP and CRM: Two Struggling Business Solutions That Could Actually Help Each Other。  new window
11.Wayland, R.E. & Cole, P.M.(1997)。Customer Connection: New Strategies for Growth。  new window
12.Crosby, L.A. & Johnson, S.L.(2000)。What to Do Before Going 1-to-1。  new window
13.Block, J., Weksel, J., Nelson, S., & Hopkins, W.(1996)。Database Marketing: Using Information Technology to Manage Customer Relationships。  new window
14.Brown, S.A.(1999)。Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and Profitability。  new window
15.Hiebeler, R., Kelly, T.B., & Ketteman, C.(2000)。Building Your Business with Customer-Focused Solutions。  new window
16.Freeland, J.G.(2003)。The New CRM Imperative。  new window
17.Reinartz, W., Krafft, M., & Hoyer, W.D.(2004)。  new window
18.Gottschalk, P.(1999)。Strategic Information Systems Planning: The IT Strategy Implementation Matrix。  new window
19.Teo, T.S.H. & Ang, J.S.K.(2001)。An Examination of Major IS Planning Problems。  new window
20.Khazanchi, D.(2005)。nformation Technology (IT) Appropriateness: The Contingency Theory of Fit and IT Implementation in Small and Medium Enterprises。  new window
21.Ein-Dor, P. & Segev, E.(1978)。Strategic Planning for Management Information Systems。  new window
22.Nolan, R.L.(1979)。Management the Crises in Data Processing。  new window
23.Galliers, R.D.(1993)。IT Strategies: Beyond Competitive Advantage。  new window
24.Bates, K.A., Amundson, S.D., Schroeder, R.G., & Morris, W.T.(1995)。The Crucial Interrelationship between Manufacturing Strategy and Organizational Culture。  new window
25.Davenport, T.H., Hammer, M., & Metisisto, T.J.(1989)。How Executives Can Shape Their Company’s Information Systems。  new window
26.Grover, V., Teng, J.T.C., & Fiedler, K.D.(1993)。Information Technology Enabled BPR: An Integrated Planning Framework。  new window
27.Ward, J.M.(1987)。Integrating Information Systems into Business。  new window
28.Chen, D.Q., Mocker, M., Preston, D.S., & Teubner, A.(2010)。Information Systems Strategy: Reconceptualization。  new window
29.Applegate, L.M., Austin, R.D., McFarlan, F.W., Applegate, L., & Austin, R.(2002)。Corporate Information Strategy and Management: Text and Case。  new window
30.Turner, C.,黃彥達(譯)(2001)。知識經濟入門--將知識資本變成企業優勢的致勝策略。  延伸查詢new window
31.Ideal Patterns of Strategic Alignment and Business Performance(1983)。Fitting Information Systems Technology to the Corporate Needs: The Linking Strategy。  new window
32.Atkins, M. H.(1994)。Information Technology and Information Systems Perspectives on Business Strategies。  new window
33.Gottschalk, P.(1999)。Strategic Information Systems Planning: the IT Strategy Implementation Matrix。  new window
34.Brady, T., and Targett, D.(1995)。Strategic Information Systems in the Banking Sector: Holy Grail or Poison Chalice。  new window
35.Hidding, G. J.(2001)。Sustaining Strategic IT Advantage in the Information Age: How Strategy Paradigms Differ by Speed。  new window
36.Brady, T., Cameron, R., Targett, D., and Beaumont, C.(1992)。Strategic IT Issues: The Views of Some Major IT Investors。  new window
37.Hatten, M. & Hatten, K.(1997)。Information Systems Strategy: Long Overdue – and Still not Here。  new window
38.Julien, P.-A., Raymond, L., Jacob, R., & Ramangalahy, C.(1999)。Types of Technological Scanning in Manufacturing SMEs: An Empirical Analysis of Patterns and Determinants。  new window
39.Morin, J. & Grise, J.(1992)。Le Management des Technologies: Partie Integrante de La Gestion des Entreprises。  new window
40.Blili, S. & Raymond L.(1993)。Information Technology: Threats and Opportunities for SMEs。  new window
41.Brown, C.V. & Magill, S.L.(1994)。Alignment of IS Function with the Enterprise: Toward a Model of Antecedents。  new window
42.IDC(1999)。A Competitive Landscape of the Evolving CRM Service Market。  new window
43.Quaero, S.S.(2001)。Return on Investment: Justifying CRIVI Investments。  new window
44.Agustin, C., & Singh, J.(2005)。Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchange。  new window
45.曾文俊(曾文俊)。顧客價值與顧客關係管理績效之關聯性研究--以H銀行消費金融部門為例。  延伸查詢new window
46.陳慧月(2000)。顧客關係管理應用之研究--以行動電話系統服務業為例。  延伸查詢new window
47.Miles, R.E. & Snow, C.C.(1983)。Toward a Synthesis in Organization Theory。  new window
48.Nadler, D. & Tushman, M.(1988)。Strategic Organization Design: Concepts, Tools & Processes。  new window
49.Fuchs, P.H., Mifflin, K.E., Miller, D. & Whitney, J.O.(2000)。Strategic Integration: Competing in the Age of Capabilities。  new window
50.Spengler, B. & Fluss, D.(1999)。CRM Gains Ground as Dynamic e-Business Applications。  new window
51.Hogbin, G. & Thomas, D.V.(1994)。Investing in Information Technology: Managing the Decision-Making Process。  new window
52.Benjamin, R.I., Rockart, J.F., Scott Morton, M.S. & Wyman, J.(1984)。Information Technology: A Strategic Opportunity。  new window
53.Keen, G.W.(1994)。Shaping the Future: Business Design through Information Technology。  new window
54.殷乃平(2001)。CRM--客戶關係管理,銀行業的新挑戰。  延伸查詢new window
55.Asoh, D.A.(2004)。Business and Knowledge Strategies: Alignment and Performance Impact Analysis。  new window
 
 
 
 
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