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題名：製藥廠顧客利潤之決定因素：個案分析
書刊名：臺大管理論叢
作者：歐進士 引用關係／李翠琴／卓佳慶 引用關係／林惠美
作者(外文)：Ou, Chin-shyh／Lee, Tsui-chin／Cho, Chia-ching／Lin, Huey-meei
出版日期：2016
卷期：26:3
頁次：頁93-117
主題關鍵詞：製藥公司；顧客利潤貢獻；顧客關係管理；Pharmaceutical company；Customer profitability；Customer relationship management
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(1) 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:1
  • 共同引用共同引用:0
  • 點閱點閱:8
本文的主要目的是探討顧客利潤貢獻之決定因素。以臺灣某大型製藥公司為對象，進行個案研究。研究結果發現，顧客平均訂單規模、顧客年購藥規模、及新產品購買率，對顧客利潤貢獻有顯著正向影響；顧客維繫成本對顧客利潤貢獻有顯著負向影響。本文的研究成果，在學術上有助補強公司利潤貢獻決定因素之相關文獻；在實務上有助公司針對顧客利潤貢獻之決定因素，調整顧客關係管理策略，提升經營績效進而創造公司價值。
The goal of this study is to examine the determinants of customer profit contribution of a pharmaceutical company using a large Taiwanese pharmaceutical firm as an example. The empirical results show that average customer order size, total annual order amount, and new product purchase ratio are all positively and significantly associated with customer profit contribution, while customer maintenance cost is negatively and significantly associated withcustomer profit contribution. From an academic perspective, this study contributes to the related literature on the analysis of customer profit contribution. From a practical perspective, the result of this study suggests that a firm may adjust its customer relationship management strategy according to the determinants of customer profit contribution to improve its operating performance and firm value.
期刊論文
1.Reinartz, W.、Thomas, J. S.、Kumar, V.(2005)。Balancing acquisition and retention resources to maximize customer profitability。Journal of Marketing，69(1)，63-79。  new window
2.Kaplan, R. S.、Anderson, S. R.(2004)。Time-Driven Activity-Based Costing。Harvard Business Review，82(11)，131-138。  new window
3.Gustafsson, Anders、Johnson, Michael D.(2002)。Measuring and Managing the Satisfaction-loyalty-performance Links at Volvo。Journal of Targeting, Measurement and Analysis for Marketing，10(3)，249-258。  new window
4.Wayland, Robert E.、Cole, Paul M.(1994)。Turn customer service into customer profitability。Management Review，83(7)，22-24。  new window
5.Reinartz, Werner J.、Kumar, V.(2000)。On the Profitability of Long-life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing。Journal of Marketing，64(4)，17-35。  new window
6.Banker, Rajiv D.、Potter, Gordon、Srinivasan, Dhinu(2000)。An Empirical Investigation of an Incentive Plan That Includes Nonfinancial Performance Measures。The Accounting Review，75(1)，65-92。  new window
7.Ngai, E. W. T.、Xiu, L.、Chau, D. C. K.(2009)。Application of data mining techniques in customer relationship management: A literature review and classification。Expert Systems with Applications，36(2)，2592-2602。  new window
8.翁啟惠(20070800)。生技製藥產業在臺灣的發展。臺灣經濟論衡，5(8)，3-23。  延伸查詢new window
9.Chappelear, R. E.(1997)。Trends in profitability-measurement systems。Bank Accounting and Finance，11(2)，83-85。  new window
10.Cokins, G.(2009)。The CFO's new mission: Supporting marketing and sales。Journal of Corporate Accounting and Finance，20(3)，35-42。  new window
11.Giltner, R. C.、Thompson, J. M.(1999)。Putting profitability information systems to work。Bank Accounting and Finance，11(2)，41-48。  new window
12.Gosman, M. L.、Kohlbeck, M. J.(2009)。Effects of the existence and identity of major customers on supplier profitability: Is Wal-Mart different?。Journal of Management Accounting Research，21(1)，179-201。  new window
13.He, Z.、Xu, X.、Huang, J. Z.、Deng, S.(2004)。Mining class outliers: Concepts, algorithms and applications in CRM。Expert Systems with Applications，27(4)，681-697。  new window
14.McDougall, G.(2001)。Customer retention strategies: When do they pay off?。Services Marketing Quarterly，22(1)，39-55。  new window
15.Sharma, A.(2008)。Improving customer service and profitability through customer intervention in service relationships。Journal of Relationship Marketing，7(4)，327-340。  new window
16.Teo, T. S.、Devadoss, P.、Pan, S. L.(2006)。Toward a holistic perspective of customer relationship management (CRM) implementation: A case study of the housing and development board, Singapore。Decision Support Systems，42(3)，1613-1627。  new window
17.巫文玲(20011200)。製藥產業綜觀。主要國家產經政策動態季刊，2001(4)，61-63。  延伸查詢new window
18.Gómez, M. I.、Mclaughlin, E. W.、Wittink, D. R.(2004)。Customer Satisfaction and Retail Sales Performance: An Empirical Investigation。Journal of Retailing，80(4)，265-278。  new window
19.Helgesen, Ø.(2006)。Are loyal customers profitable? Customer satisfaction, customer (action) loyalty and customer profitability at the individual level。Journal of Marketing Management，22(3/4)，245-266。  new window
20.Langerak, F.、Hultink, E. J.(2005)。The impact of new product development acceleration approaches on speed and profitability: Lessons for pioneers and fast followers。IEEE Transactions on Engineering Management，52(1)，30-42。  new window
21.Langerak, F.、Hultink, E. J.、Griffin, A.(2008)。Exploring mediating and moderating influences on the links among cycle time, proficiency in entry timing, and new product profitability。Journal of Product Innovation Management，25(4)，370-385。  new window
22.Niraj, R.、Gupta, M.、Narasimhan, C.(2001)。Customer profitability in a supply chain。Journal of Marketing，65(3)，1-16。  new window
23.Qi, L. Y.、Wang, K. Y.、Wang, X. S.、Zhang, F. F.(2008)。Research on the relationship among market orientation, customer relationship management, customer knowledge management and business performance。Management Science and Engineering，2(1)，32-38。  new window
24.Anderson, E. W.、Mittal, V.(2000)。Strengthening the satisfaction-profit chain。Journal of Service Research，3(2)，107-120。  new window
25.Woodruff, Robert B.(1997)。Customer value: The next source for competitive advantage。Journal of the Academy of Marketing Science，25(2)，139-153。  new window
26.Mulhern, Francis J.(1999)。Customer Profitability Analysis: Measurement, Concentration, and Research Directions。Journal of Interactive Marketing，13(1)，25-40。  new window
27.Kumar, Viswanathan、Shah, Denish(2004)。Building and Sustaining Profitable Customer Loyalty for the 21st Century。Journal of Retailing，80(4)，317-329。  new window
28.Reichheld, Frederick F.、Sasser, W. Earl Jr.(1990)。Zero Defections: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
學位論文
1.韓純枝(1999)。台灣製藥產業的全球化發展(碩士論文)。東吳大學。  延伸查詢new window
圖書
1.Berson, Alex、Smith, Stephen、Thearling, Kurt(1999)。Building Data Mining Applications for CRM。New York, NY：McGraw-Hill。  new window
2.Swift, R. S.(2001)。Accelerating Customer Relationships: Using CRM and Relationship Technologies。Englewood Cliffs, NJ。  new window
3.Reichheld, Frederick F.、Teal, Thomas(1996)。The Loyalty Effect: The Hidden Force behind Growth Profits, and Lasting Value。Boston：Harvard Business School Press。  new window
4.Heskett, James L.、Sasser, W. Earl Jr.、Schlesinger, Leonaed A.(1997)。The Service Profit Chain。New York：Free Press。  new window
5.Koch, R.(2005)。The 80/20 Individual: How to Build on the 20% of What You Do Best。New York, NY：Crown Business。  new window
6.Peppers, D.、Rogers, M.(2002)。The One to One Manager: Real-World Lessons in Customer Relationship Management。New York, NY：Doubleday。  new window
7.Kaplan, R. S.、Norton, D. P.(2001)。The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business Environment。Boston, MA：Harvard Business School Publishing Corporation。  new window
8.Yin, Robert K.(1994)。Case study research: Design and methods。Sage Publications。  new window
其他
1.李鈞(2004)。製藥產業透視，http://www.cnfi.org.tw/kmportal/front/bin/ptdetail.phtml?Category=100054&Part=9209-2， 2014/02/14。  new window
 
 
 
 
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