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R.。Human and organizational factors that affect CRM success: Do your employees help create a positive relationship with your customers?，http://www.destinationcrm.com/Articles/WebExclusives/Viewpoints/Human-and-Organizational-Factors-That-Affect-CRM-Success。 | 圖書論文| 1. | Li, N.、Zhang, P.(2005)。Consumer online shopping behavior。Customer Relationship Management, Series of Advances in Management Information Systems。New York, NY：M. E. Sharpe。 | |