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題名:員工面、內部營運面、及顧客面對財務績效影響之實證研究
書刊名:臺灣管理學刊
作者:吳安妮 引用關係劉俊儒 引用關係
作者(外文):Wu, AnneLiu, Chiun-ju
出版日期:2001
卷期:1:1
頁次:頁125-150
主題關鍵詞:平衡計分卡員工面內部營運面顧客面財務績效Balanced scorecardEmployee perspectiveInternal process perspectiveCustomer perspectiveFinancial performance
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(8) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:8
  • 共同引用共同引用:18
  • 點閱點閱:87
期刊論文
1.Anderson, E. W.、Rust, R. T.、Fornell, C.(1997)。Customer satisfaction, poductivity, and profitability: Differences between goods and services。Marketing Science,16(2),129-145。  new window
2.Reichheld, Frederick F.(1996)。Learning from Customer Defections。Harvard Business Review,74(2),56-70。  new window
3.Itiner, C. D.、Larcker, D. F.(1998)。Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction。Journal of Accounting Research,36(Supplement),1-35。  new window
4.Kaplan, R. S.、Norton, D. P.(1993)。Putting the Balanced Scorecard to Work。Harvard Businesses Review,71(5),134-142。  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.劉啟群、楊慧敏(19990600)。臺灣銀行產業結構及經營效率與會計獲利能力指標之關聯性研究。亞太管理評論,4(2),109-129。new window  延伸查詢new window
8.Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management,11(4-6),509-514。  new window
9.Koys, Daniel J.(2001)。The Effects of Employee Satisfaction, Organizational Citizenship Behavior, and Turnover on Organizational Effectiveness: A Unit-Level, Longitudinal Study。Personnel Psychology,54(1),101-114。  new window
10.Dresner, M.、Xu, K.(1995)。Customer service, customer satisfaction, and corporate performance in the service sector。Journal of Business Logistics,16(1),23-40。  new window
11.Scharitzer, D.、Kollarits, C.(2000)。Satisfied Customers: Profitable Customer Relationships: Pharmaceutical Marketing: How Pharmaceutical Sales Representatives Can Achieve Economic Success through Relationship Management with Settled General Practitioners-An Empirical Study。Total Quality Management,11(7),955-965。  new window
12.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review,72(2),164-174。  new window
13.Edvardsson, Bo、Johnson, Michael D.、Gustafsson, Anders、Strandvik, Tore(2000)。The effects of satisfaction and loyalty on profits and growth: products versus services。Total Quality Management,11(7),917-927。  new window
14.葉凱莉、喬友慶(20010400)。顧客滿意評量之再探討。管理評論,20(2),87-111。new window  延伸查詢new window
15.Lipe, M. G.、Salterio, S. E.(2000)。The balanced scorecard: Judgmental effects of common and unique performance measures。The Accounting Review,75(3),283-298。  new window
16.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing,58(3),53-66。  new window
17.Kaplan, Robert S.、Norton, David P.(1996)。Using the balanced scorecard as a strategic management system。Harvard Business Review,74(1),75-85。  new window
研究報告
1.中央銀行經濟研究處(200108)。中華民國台灣地區金融統計月報。台北:中央銀行經濟研究處。  延伸查詢new window
其他
1.財政部金融局統計室(200101)。金融業統計輯要。  延伸查詢new window
2.Agus. A., Krishnan, S., & Kadir, S.(2000)。The structural impact of total quality management on financial performance relative to competitors through customer satisfaction: A study of Malaysian manufacturing companies。  new window
3.Carter, R., & Narasimhan, R.(1994)。The role of purchasing and materials management in total quality and customer satisfaction。  new window
4.Hartfeil, G.(1996)。Bank one measures profitability of customers, not just products。  new window
5.Kaplan, R., & Norton, D.(1992)。The Balanced-scorecard: Measures that drive performances。  new window
6.(1996)。The balanced scorecard。  new window
7.Siems, T., & Barr, R.(1998)。Benchmarking the productive efficiency of U.S. Banks。  new window
 
 
 
 
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