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題名：重規劃公部門之整合式話務客服系統--以臺灣中央健保署為例
書刊名：管理與系統
作者：王貞淑／周棟祥／林湘霖／王復中／賴正育
作者(外文)：Wang, Chen-shu／Chou, Tung-hsiang／Lin, Shiang-lin／Wang, Fu-chung／Lai, Cheng-yu
出版日期：2022
卷期：29:2
頁次：頁241-279
主題關鍵詞：客服中心；顧客關係管理；商業智慧；服務設計；需求工程；Call center；Customer relationship management；Business intelligence
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:21
  • 點閱點閱:5
期刊論文
1.Teo, T. S. H.、Devadoss, P.、Pan, S. L.(2006)。Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the housing and development board, Singapore。Decision Support Systems，42(3)，1613-1627。  new window
2.Mager, B.、Sung, T. J. D.(2011)。Special issue editorial: Designing for services。International Journal of Design，5(2)，1-3。  new window
3.Payne, A.、Frow, P.(2006)。Customer relationship management: From strategy to implementation。Journal of Marketing Management，22(1/2)，135-168。  new window
4.Greenberg, Paul(2010)。The Impact of CRM 2.0 on Customer Insight。Journal of Business and Industrial Marketing，25(6)，410-419。  new window
5.Chuang, P. T.(2007)。Combining Service Blueprint and FMEA for Service Design。The Service Industries Journal，27(2)，91-104。  new window
6.Chen, I. J.、Popovich, K.(2003)。Understanding customer relationship management (CRM): people, process and technology。Business Process Management Journal，9(5)，672-688。  new window
7.Xu, M. X.、Walton, J.(2005)。Gaining customer knowledge through analytical CRM。Industrial Management & Data Systems，105(7)，955-971。  new window
8.Voss, C. A.(1992)。Measurement of Innovation and Design Performance in Services。Design Management Journal (Former Series)，3(1)，40-46。  new window
9.Goetschalckx, M.、Vidal, C. J.、Dogan, K.(2002)。Modeling and design of global logistics systems: A review of integrated strategic and tactical models and design algorithms。European Journal of Operational Research，143(1)，1-18。  new window
10.彭錦鵬、江瑞祥、許耿銘(20110900)。非營利組織績效評量指標之建構。政治科學論叢，49，125-159。new window  延伸查詢new window
11.Kano, N.(1993)。A Perspective on Quality Activities in American Firms。California Management Review，35(3)，12-31。  new window
12.Zomerdijk, L. G.、Voss, C. A.(2010)。Service Design for Experience-Centric Services。Journal of Service Research，13(1)，67-82。  new window
13.Pai, J. C.、Tu, F. M.(2011)。The acceptance and use of customer relationship management (CRM) systems: An empirical study of distribution service industry in Taiwan。Expert Systems with Applications，38(1)，579-584。  new window
14.吳英隆、謝碧容(20070100)。以策略導向分析醫療產業顧客關係管理之消費者關鍵需求特性。資訊管理學報，14(1)，67-89。new window  延伸查詢new window
15.Sokovic, M.、Pavletic, D.、Pipan, K. K.(2010)。Quality improvement methodologies: PDCA cycle, RADAR matrix, DMAIC and DFSS。Journal of Achievements in Materials and Manufacturing Engineering，43(1)，476-483。  new window
16.Wei, J. T.、Lee, M. C.、Chen, H. K.、Wu, H. H.(2013)。Customer relationship management in the hairdressing industry: an application of data mining techniques。Expert Systems with Applications，40(18)，7513-7518。  new window
17.Shostack, G. Lynn(1984)。Designing services that deliver。Harvard Business Review，62(1)，133-139。  new window
18.Andreassen, Tor Wallin、Kristensson, Per、Lervik-Olsen, Line、Parasuraman, A.、McColl-Kennedy, Janet R.、Edvardsson, Bo、Colurcio, Maria(2016)。Linking service design to value creation and service research。Journal of Service Management，27(1)，21-29。  new window
19.鄧盈嘉(20070300)。網路拍賣之顧客關係管理績效評估要素。電子商務學報，9(1)，49-69。new window  延伸查詢new window
20.Appiah-Kubi, B.、Doku, A. K.(2010)。Towards A Successful Customer Relationship Management: A Conceptual Framework。African Journal of Marketing Management，2(3)，37-43。  new window
21.Arai, J.(1990)。Continuous Improvement: Quality Control Circles in Japanese Industry。Monthly Labor Review，113(8)，48-50。  new window
22.Ata, U. Z.、Toker, A.(2012)。The Effect of Customer Relationship Management Adoption in Business-to-business Markets。Journal of Business & Industrial Marketing，27(6)，497-507。  new window
23.Bowen, S.、McSeveny, K.、Lockley, E.、Wolstenholme, D.、Cobb, M.、Dearden, A.(2013)。How Was It for You? Experiences of Participatory Design in the UK Health Service。CoDesign，9(4)，230-246。  new window
24.Chakraborty, A.、Baowaly, M. K.、Arefin, A.、Bahar, A. N.(2012)。The Role of Requirement Engineering in Software Development Life Cycle。Journal of Emerging Trends in Computing and Information Sciences，3(5)，723-729。  new window
25.Chiraphadhanakul, V.、Barnhart, C.(2013)。Incremental Bus Service Design: Combining Limited-stop and Local Bus Services。Public Transport，5(1/2)，53-78。  new window
26.Choudhury, M. M.、Harrigan, P.(2014)。CRM to Social CRM: The Integration of New Technologies into Customer Relationship Management。Journal of Strategic Marketing，22(2)，149-176。  new window
27.Chugh, N.、Mishra, A. D.(2013)。Assimilation of Four Layered Approach to NFR in Agile Requirement Engineering。International Journal of Computer Applications，78(5)，25-28。  new window
28.Devi, T. R.(2014)。Importance of Requirement Management: Requirement Engineering Concern。International Journal of Science and Research，3(2)，301-304。  new window
29.Hasibuan, Z. A.、Dantes, G. R.(2012)。Priority of Key Success Factors (KSFS) on Enterprise Resource Planning (ERP) System Implementation Life Cycle。Journal of Enterprise Resource Planning Studies，2012，1-15。  new window
30.Khlif, H.、Jallouli, R.(2014)。The Success Factors of CRM Systems: An Explanatory Analysis。Journal of Global Business and Technology，10(2)，25-42。  new window
31.Khodakarami, F.、Chan, Y. E.(2014)。Exploring the Role of Customer Relationship Management (CRM) Systems in Customer Knowledge Creation。Information and Management，51(1)，27-42。  new window
32.Kimita, K.、Shimomura, Y.、Arai, T.(2009)。A Customer Value Model for Sustainable Service Design。CIRP Journal of Manufacturing Science and Technology，1(4)，254-261。  new window
33.Maheshwaran, P.、Kumar, R.、Rajeswari, S.、Mungara, J.(2017)。A Review on Requirement Engineering in Rapid Application Development。International Journal of Scientific Research in Computer Science, Engineering and Information Technology，2(3)，742-746。  new window
34.Napitupulu, D.、Sensuse, D. I.(2014)。The Critical Success Factors Study for E-Government Implementation。International Journal of Computer Application，89(16)，23-32。  new window
35.Nazir, S.、Khan, S.、Jamil, R. A.、Mehmood, Q. S.(2014)。Impact of Customer Relationship Management on Customer Satisfaction in Hoteling Industry。Journal of Management Info，3(1)，84-98。  new window
36.Nguyen, T.、Sherif, J.、Newby, M.(2007)。Strategies for Successful CRM Implementation。Information Management and Computer Security，15(2)，102-115。  new window
37.Nguyen, T. H.、Waring, T. S.(2013)。The Adoption of Customer Relationship Management (CRM) Technology in SMEs: An Empirical Study。Journal of Small Business and Enterprise Development，20(4)，824-848。  new window
38.Panayiotou, N. A.、Gayialis, S. P.、Evangelopoulos, N. P.、Katimertzoglou, P. K.(2015)。A Business Process Modeling-enabled Requirements Engineering Framework for ERP Implementation。Business Process Management Journal，21(3)，628-664。  new window
39.Pandey, D.、Suman, U.、Ramani, A. K.(2009)。Social-Organizational Participation difficulties in Requirement Engineering Process: A Study。Software Engineering，1(1)，1-5。  new window
40.Seyed, H. S.、Minseok, S.(2012)。Understanding Requirement Engineering for Context-Aware Service-Based Applications。Journal of Software Engineering and Applications，5(8)，536-544。  new window
41.Schultz, D.(2000)。Learn to Differentiate CRM's Two Faces。Marketing News，34(24)。  new window
42.Venugopal, P.、Priya, A.(2015)。The Impact of Customer Service on Customer Relationship Management。Global Management Review，10(1)，139-152。  new window
43.Chang, T. Y.、Kung, S. F.、Luh, D. B.(2012)。The Innovative Service Model: A Study on Tour Guide Service Design in Taiwan by ICT Application。Academic Research International，2(1)，192-198。  new window
44.狩野紀昭、瀬楽信彦、高橋文夫、辻新一(1984)。魅力的品質と当り前品質。品質，14(2)，147-156。  延伸查詢new window
會議論文
1.Freire, K.、Sangiorgi, D.(2010)。Service design and healthcare innovation: From consumption to co-production and co-creation。The 2nd Nordic Conference on Service Design and Service Innovation，39-50。  new window
2.Alves, R.、Nunes, N. J.(2013)。Towards A Taxonomy of Service Design Methods and Tools。International Conference on Exploring Services Science，215-229。  new window
3.Banerjee, S.、Sarkar, A.、Debnath, N. C.(2013)。Quality Evaluation of Requirement Engineering Framework: Business Object Based Approach。2013 International Conference on Computing, Management and Telecommunications，374-379。  new window
4.Boon, O.、Corbitt, B.、Parker, C.(2002)。Conceptualizing the Requirements of CRM from An Organizational Perspective: A Review of the Literature。The 7th Australian Workshop on Requirements Engineering，83-95。  new window
5.Glinz, M.(2011)。A Glossary of Requirements Engineering Terminology。CPRE 2011。  new window
6.Hassan, S.、Qamar, U.、Idris, M. A.(2015)。Purification of Requirement Engineering Model for Rapid Application Development。ICSESS 2015，357-362。  new window
7.Jorgensen, J. B.、Bossen, C.(2003)。Requirements Engineering for A Pervasive Health Care System。Requirements Engineering Conference，55-64。  new window
8.Lugmayr, A.(2013)。Brief Introduction into Information Systems and Management Research in Media Industries。Multimedia and Expo Workshops，1-6。  new window
9.Madhan, V.、Kalaiselvi, V. K. G.、Donald, J. P.(2017)。Tool Development for Formalizing the Requirement for the Safety Critical Software Engineering Process。ICCCT 2017，161-164。  new window
10.Miettinen, S.、Rontti, S.、Kuure, E.、Lindström, A.(2012)。Realizing Design Thinking Through A Service Design Process and An Innovative Prototyping Laboratory: Introducing Service Innovation Corner (SINCO)。The Conference on Design Research Society。  new window
11.Pandey, D.、Suman, U.、Ramani, A. K.(2010)。An Effective Requirement Engineering Process Model for Software Development and Requirements Management。artcom 2010，287-291。  new window
12.Rahman, N. A.、Sahibuddin, S.(2011)。Challenges in E-learning: From Requirement Engineering Perspectives。The 3rd International Conference and Informatics，167-172。  new window
13.Van Lamsweerde, A.(2001)。Goal-oriented Requirements Engineering: A Guided Tour。15th IEEE International Symposium，249-262。  new window
14.Wu, L.、Pa, N. C.、Abdullah, R.、Rahman, W. N. W. A.(2015)。An Analysis of Knowledge Sharing Behaviors in Requirement Engineering Through Social Media。Software Engineering Conference，93-98。  new window
學位論文
1.Marconi, F.(2013)。Stakeholder Relationship Management for Software Projects(博士論文)。University of Illinois at Chicago。  new window
圖書
1.Basu, Ron(2004)。Implementing Quality: A Practical Guide to Tools and Techniques。London：Thomson。  new window
2.Kotonya, G.、Sommerville, I.(1998)。Requirements engineering: processes and techniques。John Wiley & Sons, Inc.。  new window
3.Brue, G.、Launsby, R. G.(2003)。Design for Six Sigma。McGraw-Hill。  new window
4.Yang, K.、El-Haik, B.(2009)。Design for Six Sigma: A Roadmap for Product Development。New York：McGraw-Hill。  new window
5.White, S. A.(2004)。Introduction to BPMN。IBM Corporation。  new window
6.Design Council(2005)。The "double diamond" design process model。Design Council。  new window
7.潘浙楠(2016)。品質管理：理論與實務。華泰文化。  延伸查詢new window
8.Davis, G. B.、Olson, M. H.(1984)。Management information systems: conceptual foundations, structure, and development。McGraw-Hill, Inc.。  new window
9.Hosotani, K.(1992)。The QC Problem Solving Approach: Solving Workplace Problems, The Japanese Way。Quality Resources。  new window
10.Dick, J.、Hull, E.、Jackson, K.(2017)。Requirements Engineering。Springer Publishing。  new window
11.El-Haik, B.、Roy, D. M.(2005)。Service Design for Six sigma: A Roadmap for Excellence。John Wiley & Sons。  new window
12.Imai, M.(1986)。Kaizen: The Key to Japan s Competitive Success。McGraw-Hill。  new window
13.Ojasalo, K.、Koskelo, M.、Nousiainen, A. K.(2015)。Foresight and Service Design Boosting Dynamic Capabilities in Service Innovation。Springer。  new window
14.Wolf, Thomas(1990)。Managing a Nonprofit Organization。Prentice Hall。  new window
15.George, M. L.、Maxey, J.、Rowlands, D. T.、Price, M.(2005)。The Lean Six Sigma Pocket Toolbook: A Quick Reference Guide to Nearly 100 Tools for Improving Quality and Speed。New York：McGraw-Hill。  new window
其他
1.Brown, S. W.，Gustafsson, A.，Witell, L.(2009)。Beyond Products。  new window
圖書論文
1.Holmlid, S.、Evenson, S.(2008)。Bringing service design to service sciences, management and engineering。Service science, management and engineering education for the 21st century。Springer。  new window
 
 
 
 
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