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題名：網路拍賣之顧客關係管理績效評估要素
書刊名：電子商務學報
作者：鄧盈嘉
作者(外文)：Teng, Ying-chia
出版日期：2007
卷期：9:1
頁次：頁49-69
主題關鍵詞：顧客關係管理；績效評估指標；績效評估系統；CRM；Performance index；Performance evaluation system
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:564
  • 點閱點閱:33
顧客關係管理已經成為企業維持競爭優勢的重要方法，本研究建立衡量顧客關偉績效的構面，並且提出一套衡量顧客關係、管理績效的方法。本研究先以因素分析取得八個評估要素，再以層級分析法 (AHP) 找出八個構面的重要性權重，其中累計重要性排名前四個構面之比重達到75%以上。最後將四個重要性較高的構面，依策略階層分成三個層級的策略，由上而下擬定達成策略目標的行動方案，發展出以顧客關係管理為桔核心的績效評估系統。
CRM, for a number of businesses, is a critical approach to sustain competitive advantage. This study had established dimensions to evaluate the performance of CRM. First of all, this study acquired eight critical dimensions by factor analysis. Second, by using AHP, tried to figure out the weight of each dimension, and, according to the range of AHP, found out the most important for dimensions that are accumulated over 75% accounted for performance of CRM. Finally, used three levels of strategic hierarchy, four dimentions can be made a set of strategy and a suitable solution to upgrade the performance of CRM.
期刊論文
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5.Griffin, J.(1996)。The Internet's expanding role in building customer loyalty。Direct Marketing，59(7)，50-53。  new window
6.Kaplan, R. S.、Norton, D. P.(1993)。Putting the Balanced Scorecard to Work。Harvard Businesses Review，71(5)，134-142。  new window
7.Kaplan, R. S.、Norton, D. P.(2001)。Transforming the Balanced Scorecard from Performance Measure to Strategic Management。Accounting Horizons，15(2)，147-160。  new window
8.Kaufman, Roger(1988)。Preparing Useful Performance Indicators。Training and Development Journal，42(9)，80-83。  new window
9.Winer, Russell S.(2001)。A framework for customer relationship management。California Management Review，43(4)，89-105。  new window
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14.Kaiser, Henry F.(1960)。The application of electronic computers to factor analysis。Educational and Psychological Measurement，20(1)，141-151。  new window
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16.鄧振源、曾國雄(19890700)。層級分析法（AHP）的內涵特性與應用。中國統計學報，27(7)，13767-13786。new window  延伸查詢new window
17.Venkatraman, N.、Ramanujam, Vasudevan(1986)。Measurement of Business Performance in Strategy Research: A Comparison of Approaches。Academy of Management Review，11(4)，801-814。  new window
18.Cannon, Joseph P.、Perreault, William D. Jr.(1999)。Buyer-Seller Relationships in Business Markets。Journal of Marketing Research，36(4)，439-460。  new window
19.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
20.Kaplan, Robert S.、Norton, David P.(1992)。The Balanced Scorecard: Measures That Drive Performance。Harvard Business Review，70(1)，71-79。  new window
21.Kaplan, Robert S.、Norton, David P.(2001)。Transforming the balanced scorecard from performance measurement to strategic management。Accounting Horizons，15(2)，147-160。  new window
22.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
23.Koller, M.(2001)。Bank of America Signs With ASP But Can License Software Later。Internetweek，859，15-20。  new window
24.Lynn, B. E.、Chan, Y. L.(1991)。Performance Evaluation and the Analytic Hierarchy Process。Journal of Management Accounting Research，3，57-87。  new window
25.Chow, W. C.、Haddad, M.(1997)。Applying the Balance Scorecard to Small Companies。Management Accounting，79(2)，21-26。  new window
26.Ittner, Christopher D.、Larcker, David F.(2003)。Coming up Short on Nonfinancial Performance Measurement。Harvard Business Review，81(11)，88-95。  new window
27.Kandell, J.(2000)。CRM, ERM , One-to-One Decoding Relationship Management Theory an Technology。Trusts & Estates，139(4)，49-53。  new window
28.McKim, B.、Hughes, A.(200010)。How to Measure CRM Success。Target Marketing，23(10)，138-149。  new window
29.Frederick, F. R.(1996)。Learning from Customer Defections。Harvard Business Review，56(7)，22-25。  new window
30.Gonsalves, A. J. F.、Eiler, R. G.(1996)。Managing Complexity through Performance Measurement。Management Accounting，78(2)，34-39。  new window
31.MacArthur, J. B.(1996)。Performance Measures that Count: Monitoring Variables of Strategic Importance。Journal of Cost Management，10(3)，46-61。  new window
32.Smith, B. B.(1998)。Relationship Management and Sex-type, Revue Candiennedes Sciences de L'Administration。Buyer-seller Relationship，15，76-92。  new window
33.Chatzkel, J.(2003)。The Collapse of Enron and the Role of Intellectual Capital。Journal of Intellectual Capital，4(2)，127-143。  new window
圖書
1.衛南陽(2001)。新顧客滿意度：e世紀的成功之道。台北：商兆文化出版社。  延伸查詢new window
2.Weick, K. E.(2001)。Making Sense of the Organization。Oxford, UK：MA：Blackwell。  new window
3.Kalakota, R.、Robinson, M.(1999)。Customer Relationship Management: Integrating Processes to Build Relationships。New York, NY：Addison-Wesley Publishing Co.。  new window
4.Seybold, P. B.(2001)。The Customer Revolution: How to Thrive When Customers Are in Control。New York：Random House Inc.。  new window
5.Saaty, T. L.(1998)。The Analytic Hierarchy Process: Planning, Priority Setting, Resource Allocation。New York：McGraw-Hill International Book Co.。  new window
6.Cooper, D. R.、Emory, C. W.(1995)。Business Research Method。Chicago, IL：Richard D. Irwin。  new window
7.Wortzel, R.(1979)。Multivariate analysis。New Jersey：Prentice Hall。  new window
8.衛南陽(2001)。服務競爭優勢：探索永續經營的奧秘。台北：商兆文化圖書。  延伸查詢new window
9.黃俊英、國立編譯館(1999)。企業研究方法。臺北：東華書局。  延伸查詢new window
10.Price, J. H.(1972)。Handbook of organizational measurement。Lexington, MA：D. C. Heath & Company。  new window
11.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
12.Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
13.Kaplan, Robert S.、Norton, David P.(2004)。Strategy Maps: Converting Intangible Assets Into Tangible Outcomes。Boston：Harvard Business School Press。  new window
14.Hayes, J.、Dredge, F.(1998)。Managing Customer Service。Managing Customer Service。Aldershot, UK。  new window
15.劉慰祖、許瓊予、陳至哲、陳俊良、陳佳賢(2001)。我國電子商務市場發展現況與趨勢分析。我國電子商務市場發展現況與趨勢分析。臺北。  延伸查詢new window
16.Lin, Z.(1994)。Organizational Performance: Theory and Reality。Organizational Performance: Theory and Reality。Michigan。  new window
17.Whinston, A. B.、Stahl, D. O.、Choi, S. Y.(1996)。The Economics' of Electronic Commerce。Indiana：Macmillan Technical。  new window
18.Arthur Andersen Consulting(2000)。Bluetooth: Treading on 3G Territory?。Bluetooth: Treading on 3G Territory?。New York, NY。  new window
19.American Institute of Certified Public Accountants(1994)。Special Committee on Financial Reporting 1994。Improving Business Reporting - A Customer Focus: Meeting。New York, NY。  new window
其他
1.Wilde, K. D.(2000)。CRM System and Users: How Do They Fit?，0。  new window
2.Brewton, J.(2001)。Maximizing CRM Performance with Strategic Performance Measurement，0。  new window
3.Quaero, S. S.(2001)。Return on Investment: Justifying CRM Investments，0。  new window
4.Buttle, F. A.(2002)。Is It Worth It? ROI on CRM，0。  new window
5.鄧盈嘉(2004)。客服中心組織績效評估系統之建立：質化與量化方法的整合，0。  延伸查詢new window
 
 
 
 
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