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題名:以服務導向觀點探討網路購物平臺客戶服務中心之人力需求規劃模式
書刊名:資訊管理學報
作者:林淑瓊曾筱珽沈岱祥
作者(外文):Lin, Shu-chiungTseng, Hsiao-tingShen, Tai-hsiang
出版日期:2021
卷期:28:3
頁次:頁307-336
主題關鍵詞:人力需求規劃客戶服務中心服務品質網路購物電子商務Manpower requirement planningCall centerService qualityOnline shoppingElectronic commerce
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:10
期刊論文
1.Michell, P.、Reast, J.、Lynch, J.(1998)。Exploring the Foundations of Trust。Journal of Marketing Management,14(1-3),159-172。  new window
2.簡禎富、游智閔、徐紹鐘(20090400)。紫式決策分析以建構半導體晶圓廠人力規劃決策模型。管理與系統,16(2),157-180。new window  延伸查詢new window
3.Mainela, T.、Ulkuniemi, P.(2013)。Personal interaction and customer relationship management in project business。Journal of Business & Industrial Marketing,28(2),103-110。  new window
4.Van Landeghem, H.、Vanmaele, H.(2002)。Robust planning: a new paradigm for demand chain planning。Journal of Operations Management,20(6),769-783。  new window
5.Gaballa, A.、Pearce, W.(1979)。Telephone Sales Manpower Planning at Qantas。Interfaces,9(3),1-9。  new window
6.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing,52(2),35-48。  new window
7.Pavlou, Paul A.(2003)。Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model。International Journal of Electronic Commerce,7(3),101-134。  new window
8.Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing,49(4),41-50。  new window
9.Susilawati, S.、Falefi, R.、Purwoko, A.(2020)。Impact of COVID-19's pandemic on the economy of Indonesia。Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences,3(2),1147-1156。  new window
10.Shahnazari-Shahrezaei, P.、Tavakkoli-Moghaddam, R.、Kazemipoor, H.(2013)。Solving a new fuzzy multi-objective model for a multi-skilled manpower scheduling problem by particle swarm optimization and elite tabu search。The International Journal of Advanced Manufacturing Technology,64(9-12),1517-1540。  new window
11.Safaei, A. S.、Farsad, S.、Paydar, M. M.(2020)。Emergency logistics planning under supply risk and demand uncertainty。Operational Research International Journal,20,1437-1460。  new window
12.Maertl, T.、De Bock, F.、Huebl, L.、Oberhauser, C.、Coenen, M.、Jung-Sievers, C.、COSMO Study Team(2021)。Physical activity during COVID-19 in German adults: Analyses in the COVID-19 Snapshot Monitoring Study (COSMO)。International Journal of Environmental Research and Public Health,18(2),507-522。  new window
13.Lunn, P. D.、Timmons, S.、Julienne, H.、Belton, C. A.、Barjaková, M.、Lavin, C.、McGowan, F. P.(2021)。Using decision aids to support self-isolation during the COVID-19 pandemic。Psychology & health,36(2),195-213。  new window
14.Kalogiannidis, S.、Chatzitheodoridis, F.(2021)。Impact of COVID-19 in the European start-ups business and the idea to re-energise the economy。International Journal of Financial Research,12(2),56-61。  new window
15.John, O.、Gailus, S.(2014)。Model for a specific decision support system for crew requirement planning in ship management。Procedia: Social and Behavioral Sciences,147,275-283。  new window
16.Gijo, E. V.、Balakrishna, N.(2016)。SARIMA models for forecasting call volume in emergency services。International Journal of Business Excellence,10(4),545-561。  new window
17.Ghosh, B.、George, C.(2006)。Computer-assisted physician requirement planning。Journal of Health Management,8(1),157-166。  new window
18.Ghosh, B.、Cruz, G.(2005)。Nurse requirement planning: a computer‐based model。Journal of Nursing Management,13(4),363-371。  new window
19.Dennis, M. J.(2021)。The impact of COVID‐19 on the world economy and higher education。Recruiting and Retaining Adult Learners,23(4)。  new window
20.Caparas, H. A.(2017)。A decision support system to determine the ideal number of workers using a line balancing method。Journal of Industrial Engineering and Management Science,2017(1),103-122。  new window
21.Brown, R. B.、Beydoun, G.、Low, G.、Tibben, W.、Zamani, R.、García-Sánchez, F.、Martinez-Bejar, R.(2016)。Computationally efficient ontology selection in software requirement planning。Information Systems Frontiers,18(2),349-358。  new window
22.Bose, D.、Chatterjee, A. K.(2015)。Specialized versus multi-skilled workforce: A newsboy approach for call centre resource planning。Management and Labour Studies,40(3/4),252-267。  new window
23.(2019)。金融績優生缺席純網銀 玉山金數位轉型為什麼跟別人不一樣?。天下雜誌,681。  延伸查詢new window
24.Altιnel, I. K.、Ulaş, E.(1996)。Simulation modeling for emergency bed requirement planning。Annals of Operations Research,67(1),183-210。  new window
25.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research,19(4),491-504。  new window
會議論文
1.Wirawan, H. T.、Chua, P. C.(2015)。LP-relaxation-simulated annealing manpower scheduling algorithm for service industry。2015 IEEE International Conference on Industrial Engineering and Engineering Management。  new window
2.Orlicky, J.(1970)。Requirements planning systems。The 13th APICS International Conference。  new window
3.Kumar, M.、Bhat, J.(2009)。Discrete event Monte-Carlo simulation of business process for capacity planning: A case study。PACIS 2009。  new window
4.沈岱祥、林淑瓊(2013)。客服人力需求規劃模式研究--以網購客服中心為例。第十九屆資訊管理暨實務研討會,(會議日期: 2013年12月7日)。  延伸查詢new window
學位論文
1.沈岱祥(2014)。客服人力需求規劃模式研究--以網購客服中心為例(碩士論文)。大同大學。  延伸查詢new window
圖書
1.Mougayar, W.(1997)。Opening digital markets: battle plans and business strategies for Internet Commerce。McGraw-Hill。  new window
2.陳德富(20170000)。顧客關係管理:整合觀點與創新思維。臺中:滄海。new window  延伸查詢new window
3.李明德、曾俊欽(2003)。科技客服--客服中心的系統建置。培生教育出版集團。  延伸查詢new window
其他
1.(20200819)。純網銀來襲 玉山預估 整體銀行業績成長15% 實體銀行機會更多,https://ec.ltn.com.tw/article/breakingnews/3264468。  延伸查詢new window
2.資策會產業情報研究所(2020)。全球消費性電子產品出貨恐下滑 非接觸商機成未來關鍵,https://mic.iii.org.tw/news.aspx?id=553&List=33。  延伸查詢new window
3.(20210205)。When Will Life Return to Normal In 7 Years at Today's Vaccine Rates,https://www.bloomberg.com/news/articles/2021-02-04/when-will-covid-pandemic-end-near-me-vaccine-coverage-calculator。  new window
 
 
 
 
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