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T.、Greyser, Stephen A.(2006)。Corporate marketing: Integrating corporate identity, corporate branding, corporate communications, corporate image and corporate reputation。European Journal of Marketing,40(7/8),730-741。 | 5. | 李明章、鄭義熙、陳榮方(20011200)。運用網際挖掘進行顧客關係管理之研究--以高雄市國稅局為例。高雄應用科技大學學報,31,273-285。 延伸查詢 | 6. | Hillenbrand, Carola、Money, Kevin(2007)。Corporate Responsibility and Corporate Reputation: Two Separate Concepts or Two Sides of the Same Coin?。Corporate Reputation Review,10(4),261-277。 | 7. | Al-Mudimigh, Abdullah S.(2009)。CRM scorecard-based management system: Performance evaluation of Saudi Arabian banks。Journal of Digital Asset Management,5(6),347-351。 | 8. | Almarabeh, Tamara、Majdalawi, Yousef Kh.、Mohammad, Hiba(2016)。Cloud computing of e-government。Communications and Network,8,1-8。 | 9. | Akgün, Ali Ekber、İmamoğlu, Salih Zeki、Koçoğlu, İpek、İnce, Hüseyin、Keskin, Halit(2014)。Bridging organizational learning capability and firm performance through customer relationship management。Social and Behavior Sciences,150,531-540。 | 10. | Eichorn, Frank L.(2004)。Internal Customer Relationship Management (IntCRM): A framework for achieving customer relationship management from the inside out。Problems and Perspectives in Management,1,154-177。 | 11. | Ghahramanifard, Kamyar、Pashaei, Jafar、Mehmandoust, Hamid(2013)。The study of learning high schools based on "Peter M. Senge" learning organization's 5 disciplines。Journal of Humanities and Social Science,13(5),81-84。 | 12. | Ganiyu, Rahim Ajao、Uche, Ignatius Ikechukwu、Elizabeth, Adeoti Olusola(2012)。Is customer satisfaction an indicator of customer loyalty?。Australian Journal of Business and Management Research,2(7),14-20。 | 13. | 范惟翔、曹麗智(20020500)。從顧客關係管理到顧客知識管理--理論與實務之研究。吳鳳學報,10,333-343。 延伸查詢 | 14. | Hussein, Rania、Kais, Amr、Shamma, Hamed(2016)。Determinants of customer loyalty: Evidence from the Egyptian mobile market。International Journal of Customer Relationship Marketing and Management,5(4),1-19。 | 15. | Gözükara, İzlem、Yildirim, Osman(2015)。Affective commitment and corporate reputation. The effects of attitude toward advertising and trust。Academic Journal of Economic Studies,1(3),126-147。 | 16. | Kanto, Dwi S.、de Run, Ernest Cyril、Isa, Abu Hassan bin Md(2016)。The reputation quotient as a corporate reputation measurement in the Malaysian banking industry: A confirmatory factor analysis。Social and Behavioral Sciences,219,409-415。 | 17. | Park, Hyojung、Reber, Bryan H.(2008)。Relationship building and the use of Web sites: How Fortune 500 corporations use their Web sites to build relationships。Public Relations Review,34(4),409-411。 | 18. | Ott, John(2000)。Successfully developing and implementing continuous relationship marketing。eBusiness Executive Report,3,26-30。 | 19. | NCR Systems(1999)。Integrating business strategy with customer relationship management。eBusiness Executive Report,3,20-25。 | 20. | Nakra, Prema(2000)。Corporate reputation management: "CRM" with a strategic twist?。Public Relations Quarterly,45(2),35-42。 | 21. | Spangler, Scott C.、Skovira, Robert Joseph、Kohun, Frederick G.(2015)。Key factors in a successful knowledge management model。Online Journal of Applied Knowledge Management,3(1),51-60。 | 22. | Serrat, Olivier(2009)。Building a learning organization。Knowledge Solutions,46,1-8。 | 23. | Tsai, Yafang(2014)。Learning organizations, internal marketing, and organizational commitment in hospitals。BMC Health Services Research,14,152-159。 | 24. | Su, Hsiou-Fen、Chan, Fang-Lin(2002)。Applying the customer relationship management in national health insurance underwriting: Take South Division, National Health Insurance Administration, Ministry of Health and Welfare for example。Research and Evaluation Bimonthly,26(5),102-113。 | 25. | Yen, Chia-Hui(2002)。The application of data mining in library marketing and customer relationship management。Bulletin of Library and Information Science,42,58-68。 | 26. | Walker, Kent(2010)。A systematic review of the corporate reputation literature: Definition, measurement, and theory。Corporate Reputation Review,12(4),357-387。 | 27. | Peppers, Don、Rogers, Martha、Dorf, Bob(1999)。Is Your Company Ready for One-To-One Marketing?。Harvard Business Review,77(1),151-160。 | 28. | Garvin, David A.(1993)。Building a learning organization。Harvard Business Review,71(4),78-91。 | 29. | Keh, Hean T.、Xie, Yi(2009)。Corporate reputation and customer behavioral intentions: The roles of trust, identification and commitment。Industrial Marketing Management,38(7),732-742。 | 圖書1. | McKenzie, Ray(2001)。The Relationship-Based Enterprise: Powering Business Success through Customer Relationship Management。New York, NY:McGraw-Hill。 | 2. | Kalakota, Ravi、Robinson, Marcia(2001)。E-Business 2.0: Roadmap for Success。Addison-Wesley。 | 3. | Armistead, Colin G.、Clark, Graham(1994)。Customer Service and Support: Implementing Effective Strategies。London:Financial Times-Pitman。 | 4. | Bollen, Alex、Emes, Claire(2008)。Understanding Customer Relationship: How Important Is the Personal Touch?。London:Ipsos MORI Loyalty。 | 5. | Center for the Study of Social Policy(2007)。Customer Satisfaction: Improving Quality and Access to Services and Supports in Vulnerable Neighborhoods. What the Research Tells Us。Washington, DC:Center for the Study of Social Policy。 | 6. | Drucker, Peter F.(1998)。Harvard Business Review on Knowledge Management。Boston, MA:Harvard Business School Press。 | 7. | Dowling, Grahame(2001)。Creating Corporate Reputations: Identity, Image, and Performance。New York:Oxford University Press。 | 8. | King, William R.(2009)。Knowledge Management and Organizational Learning。Springer。 | 9. | McCawley, Paul F.(2009)。Methods for Conducting an Educational Needs Assessment。Moscow, Idaho:University of Idaho Extension。 | 10. | Lovelock, Christopher H.、Wirtz, Jochen(2011)。Services Marketing: People, Technology, Strategy。Pearson Education。 | 11. | Peppers, Don、Rogers, Martha(2002)。The One to One Manager: Real-World Lessons in Customer Relationship Management。New York:Crown Business。 | 12. | Kools, Marco、Stoll, Louise(2016)。What Makes a School a Learning Organization?。Paris:OECD Publishing。 | 13. | Senge, Peter M.(2006)。The Fifth Discipline: The Art & Practice of the Learning Organization。New York:Doubleday。 | 14. | Tang, Jeung-Tai(2008)。The Customer Relationship Management: Introduction and Application。New Taipei:Chuan-Hwa Book。 | 15. | Tai, Kuo-Liang(2015)。The Customer Relationship Management: Essential Theories and Practical Cases。Taipei:Wu-Nan Culture Enterprise。 | 16. | Vidaurreta, Augusto、Richardson, Tom、Gorman, Tom(2002)。Business is a Contact Sport: Using the 12 Principles of Relationship Asset Management to Build Buy-in, Blast Away Barriers, and Boost Your Business。New York:Alpha。 | 17. | Berson, Alex、Smith, Stephen J.、Thearling, Kurt(2000)。Building data mining applications for CRM。New York:McGraw-Hill。 | 18. | Schneider, Benjamin、Bowen, David E.(1995)。Winning the service game。Harvard Business School Press。 | 其他1. | Alamsyah, Andry,Peranginangin, Yahya,Nurhadi, Gabriel(2014)。Learning Organization using Conversational Social Network for Social Customer Relationship Management Effort,https://www.academia.edu/915490l/Leaming_Organization_using_Conversational_Social_Network_for_Social_Customer_RelationshipManagement_Effort。 | 2. | Coen, Benny(2016)。Using social media for customer relationship management,http://www.socialmediatoday.com/social-business/using-socialmedia-customer-relationship-management。 | 3. | Eriksson, Malin,Larsson, Emma,Biedenbach, Galina(2014)。Facebook as a tool for building customer relationships in the hospitality industry--A quantitative study on the effects of Facebook activities on relationship drivers and relational benefits,http://www.diva-portal.org/smash/get/diva2:733323/FULLTEXT01.pdf。 | 4. | Department of International and Cross-Strait Education(2016)。Statistics for population of L2 learners of Chinese,http://ws.moe.edu.tw/Download.ashx?u=C099358C81D4876CC7586B178A6BD6D5B2F2DCE63F170846DFFFEB540A23351C78AF86B84928D9CDAD476187D7F5F932432F92ABB02000346CF6A38ACCA988A8AE05BEC5E945A22E&n-D90DFA0D412B81B3E016891992C5D8C427E9A6FB6CD263C465A49999F15C21 B4D0B4BB2BE4022C48&icon=..csv。 | 5. | Geraghty, Shauna(2014)。How to measure your CRM's effectiveness,https://www.talkdesk.com/blog/how-to-measure-your-crmseffectiveness。 | 6. | Güllü, Fatih,Kuusik, Rein(2013)。Customer relationship management for e-government for e-government system usage,http://www.quality.unze.ba/zbomici/QUALITY%202013/093-Q13-095.pdf。 | 7. | Kim, Harrison(2013)。Why a good corporate reputation is important to your organization,http://www.cuttingedgepr.com/articles/corprep_important.asp。 | 8. | Regents of the University of Minnesota(2017)。Conducting a needs assessment,https://cyfar.org/ilm__l_9。 | 9. | Shih, Clara(2009)。Facebook is the future of CRM: Only social media can put the customer back into CRM,http://www.destinationcrm.com/Articles/Columns-Departments/Connect/Facebook-Is-the-Future-of-CRM-57860.aspx。 | 10. | Selander, Lisen(2006)。Critical aspects of CRM: Capturing lessons from organizational learning,https://www.itu.dk/iris29/IRIS29/2-2.pdf。 | 11. | Vulić, Marko,Dadić, Jovana,Simić, Konstantin,Mazinjanin, Đorđe,Milić, Aleksandar(2012)。CRM e-government services in the cloud,http://www.fos.unm.si/media/pdf/CRM_e_govemment_services_in_the_cloud_maj.pdf。 | 12. | Versus.com.(2017)。Facebook Messenger vs Line: 47 facts in comparison,https://versus.com/en/facebook-messenger-vs-line。 | 13. | Uusitalo, Olavi H.,Uuskoski, Maria S.(2001)。Improving supplier and customer relationship management through organizational learning,https://www.impgroup.org/uploads/papers/6737.pdf。 | 14. | Upton, Garry(2002)。What your customers want,https://www.decisionanalyst.eom/media/downloads/WhatYourCustomersWant.pdf。 | 15. | World Trade Organization(2017)。The general agreement on trade in services (GATS): Objectives, coverage and disciplines,https://www.wto.org/engIish/tratop_e/serv_e/gatsqa_e.htm。 | 16. | Wongdermdee, Panadda(2010)。Customer communication improvement by social customer relationship management through Facebook,http://www.suic.org/wp-content/uploads/research3/mba_research/34Panadda_WONGDERMDEE.pdf。 | 圖書論文1. | Prieto, Francisco Javier、Burrows, Alison(2001)。Chile and Australia GATS 2000: Toward effective liberalization of trade in services-Proposals for action。Services in the International Economy。Michigan, MI:The University of Michigan Press。 | |
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