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題名:企業顧客關係行銷概念在學校之轉化應用:以一國民中學為例
書刊名:教育經營與管理研究集刊
作者:錢幼蘭
作者(外文):Chien, Yu-lan
出版日期:2007
卷期:3
頁次:頁81-105
主題關鍵詞:關係行銷顧客關係Relationship marketingCustomer relationship
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(6) 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:6
  • 共同引用共同引用:23
  • 點閱點閱:38
學校在「家長教育選擇權」、「少子化趨勢」與「校園生態轉變」多重壓 力下,研究者將企業顧客關係行銷概念轉化應用至學校。為便於聚焦,本研究之 「學校顧客」界定在「學生家長」,讓學校吸引、維持及創造與顧客的關係,增 進滿意度與忠誠度,創造校際間競爭優勢。透過文獻探討、開放性問卷、工作現 場反思,瞭解企業界與學校兩者之「顧客關係行銷」脈絡殊同處,進一步,並以 研究者所服務「國民中學」樣本,實施開放性問卷,歸納出一些結果,供關心教 育者參考與應用。本研究結果: 1學校顧客價值與期望具有共同性與差異性。 2學校顧客關係行銷需做好內、外部管理。 3學科成績雙峰現象宜採取微區隔服務。 480%學校升學率聲望來自20%之菁英學生創造。 5最有效的行銷策略,採用口語傳播行銷。 6國中行銷目標顧客應鎖定學生家長。 7學校品牌的信賴,導因於優質教學與生活管理。 8學校滿意度,因目標顧客需求而異。
Under the pressure of the education option and the birthrate reduction and campus-ecosystem the resea rcher transfer the enter prise customer relationship marketing into the school. In order to easily focus on the topic,the parents are chosen to be the school customer. It is the course that how the school attracting, maintaining and creating the relationship with the customer and promoting the degree of satisfaction and the loyalty to create competitive advantage between schools. This research employs the analyzing of the past practice and literature,open-ended questionnaire survey and the self-examination of work in order to interpret the difference between the Business and the school relationship marketing. Further, after generalizing the survey result from the junior high school that the author works, we get the following results that can be reference resources and application for educators. Here are the results and findings of the study: 1 The value and expectation of the school customer have the commons and variations. 2 The school customer relationship marketing should manage both inner and outer parts. 3 The phenomenon of the two-humped school grades has to use micro-segment service. 4 The 80 percent of the popularity of the proportion of students entering schools of a higher grade comes from the 20 percent of the best student. 5 The most effective marketing tactic is the oral disseminative marketing. 6 The target customer of the junior high school marketing is the parent. 7 The trust of the school brand is due to the excellent education and life management. 8 The satisfaction with the school will change because of the target customer demand.
期刊論文
1.黃義良(20020300)。淺析學校行銷策略適用於中小學的具體作法。教育資料與研究,45,112-119。new window  延伸查詢new window
2.Twedt, D. W.(1964)。How Important to Marketing Strategy Is the "Heavy User"?。Journal of Marketing,28(1),71-72。  new window
3.方世榮(20041000)。關係認知、關係態度及關係行為之關聯性的探討。管理與系統,11(4),509-539。new window  延伸查詢new window
4.李小芬(20010200)。學校行銷。社教雙月刊,101,55-56。  延伸查詢new window
5.張茂源(20041200)。淺析國民小學的學校自我行銷。研習資訊,21(6),85-89。  延伸查詢new window
6.錢幼蘭(20041200)。探討臺南市國民中學增減班趨勢與因應之道。臺灣教育,630,31-36。  延伸查詢new window
7.Connor, C. M.(1999)。Marketing strategic one school's success story。Independent school,58(3),38-44。  new window
8.鄭勵君(19980600)。學校形象之行銷管理策略淺析。高市文教,63,55-59。  延伸查詢new window
9.楊濱燦、陳瑞村(20040600)。服務導向組織公民行為、顧客信任與品牌權益關係之研究。企業管理學報,61,51-72。new window  延伸查詢new window
10.Evans, J. R.、Laskin, R. L.(1994)。The Relationship Marketing Process: A Conceptualization And Application。Industrial Marketing Management,23,439-452。  new window
11.Bagozzi, R. P.(1995)。Reflections on Relationship Marketing in Consumer Market。Journal of the Academy of Marketing Science,23(4),272-277。  new window
12.何福田(20041200)。學校特色與自我行銷。研習資訊,21(6),1-6。  延伸查詢new window
13.Perrien, J.、Filiatrault, P.、Ricard, L.(1993)。The Implementation of Relationship Marketing in Commercial Banking。Industrial Marketing Management,22,141-148。  new window
14.Oplatka, I.、Hemsley-Brown, J.(2004)。The research on school marketing: Current issues and future directions。Journal of Educational Administration,42(3),375-400。  new window
15.Bitner, Mary Jo(1995)。Building Service Relationships: It's All about Promises。Journal of the Academy of Marketing Science,23(4),246-251。  new window
會議論文
1.劉明德(2001)。學校經營與顧客關係之探討。四技職論壇,教育部技術及職業司 。  延伸查詢new window
學位論文
1.蕭正平(2000)。顧客關係行銷的發展與實務(碩士論文)。國立臺灣大學。  延伸查詢new window
2.林慶川(2002)。國民小學教育人員與家長對教育行銷實施現況之知覺與態度(碩士論文)。臺中師範學院。  延伸查詢new window
3.夏光華(2001)。大學推廣教育之行銷策略探討(碩士論文)。大葉大學。  延伸查詢new window
圖書
1.林豪鏘、曹修源(2002)。網路行銷。臺北:旗標。  延伸查詢new window
2.李力、章蓓蓓(2003)。服務業行銷管理。臺北:揚智。  延伸查詢new window
3.Chris, B.(1993)。Practical marketing for schools。Cambridge, Massachusetts。  new window
4.David Shepard Associates(1995)。The new direct marketing: How to implement a profit-driven database marketing strategy。New York。  new window
5.Murphy, Joseph、Louis, Karen Seashore、王如哲(2004)。教育行政研究手冊。臺北:心理。  延伸查詢new window
6.Lovelock, Christopher、Wright, Lauren、楊東震、羅玨瑜(2003)。服務行銷與管理。台北:雙葉書廊。  延伸查詢new window
7.Egan, John、方世榮(2002)。關係行銷。臺北:五南圖書出版公司。  延伸查詢new window
8.黃俊英(2000)。行銷管理--策略性的觀點。台北:華泰文化事業公司。  延伸查詢new window
9.Levitt, T.(1983)。The marketing imagination。New York, NY:The Free Press。  new window
10.Stone, Merlin、Woodcock, Neil(1996)。Relationship Marketing。Kogan Page Ltd.。  new window
11.Panye, A.、Christopher, M.、Peck, H.(1996)。Relationship marketing for competitive advantage: Winning and keeping customers。Butterworth Heinemann。  new window
12.Kotler, Philip(1996)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall, Inc.。  new window
圖書論文
1.湯堯(2004)。高等教育經營策略分析--以建立內部品保系統和外部標竿系統為主。教育整合與競爭力。高雄:復文。  延伸查詢new window
2.Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。American Marketing Association。  new window
 
 
 
 
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