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題名 The Retention of Customer Relationships after Mergers and Acquisitions
其他題名 企業併購後之顧客關係維繫
作者 姚成彥;尚孝純;游昀臻
Shang, Shari S. C.;Yao, Chen-Yen;Yu, Yun-Chen
貢獻者 資管系
關鍵詞 Mergers and acquisitions; Post-merger; Customer relationship management; Credit card services
日期 2016-12
上傳時間 26-四月-2017 17:13:01 (UTC+8)
摘要 Mergers and acquisitions (M&As) represent a strategic approach for businesses to acquire resources and build competitive advantages. Many studies have investigated the process and results of such resource integration between two firms. Some cases reveal satisfactory results in building asset portfolios, while others uncover downsides after M&As due to conflicts in cultural and system integration. Although the key M&A objective is to expand business operations in providing customers with superior products and services, limited understanding exists in regards to how companies retain the quality of post-merger customer relationships. The research questions of this study are: (1) Do enterprises retain the same quality of CRM after M&A? and (2) How do organizations retain the quality of Customer Relationship Management (CRM) after M&A? To answer the first research question, we collected data from eight banks that underwent M&As in Taiwan from 2004 to 2011, to examine their CRM performances. To answer the second question, we conducted five in-depth case studies from successful and failed CRM cases to understand the important factors about managing CRM during and after M&As. The results find critical and additional influential factors about maintaining and enhancing CRM quality after M&As. These results highlight the importance of measuring and managing CRM during and after a merger and contribute to organizations that plan to develop effective plans for building synergy in CRM after M&As.
關聯 Corporate Management Review, 36(2), 65-104
交大管理學報
資料類型 article
dc.contributor 資管系
dc.creator (作者) 姚成彥;尚孝純;游昀臻zh_TW
dc.creator (作者) Shang, Shari S. C.;Yao, Chen-Yen;Yu, Yun-Chen
dc.date (日期) 2016-12
dc.date.accessioned 26-四月-2017 17:13:01 (UTC+8)-
dc.date.available 26-四月-2017 17:13:01 (UTC+8)-
dc.date.issued (上傳時間) 26-四月-2017 17:13:01 (UTC+8)-
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/109242-
dc.description.abstract (摘要) Mergers and acquisitions (M&As) represent a strategic approach for businesses to acquire resources and build competitive advantages. Many studies have investigated the process and results of such resource integration between two firms. Some cases reveal satisfactory results in building asset portfolios, while others uncover downsides after M&As due to conflicts in cultural and system integration. Although the key M&A objective is to expand business operations in providing customers with superior products and services, limited understanding exists in regards to how companies retain the quality of post-merger customer relationships. The research questions of this study are: (1) Do enterprises retain the same quality of CRM after M&A? and (2) How do organizations retain the quality of Customer Relationship Management (CRM) after M&A? To answer the first research question, we collected data from eight banks that underwent M&As in Taiwan from 2004 to 2011, to examine their CRM performances. To answer the second question, we conducted five in-depth case studies from successful and failed CRM cases to understand the important factors about managing CRM during and after M&As. The results find critical and additional influential factors about maintaining and enhancing CRM quality after M&As. These results highlight the importance of measuring and managing CRM during and after a merger and contribute to organizations that plan to develop effective plans for building synergy in CRM after M&As.
dc.format.extent 798677 bytes-
dc.format.mimetype application/pdf-
dc.relation (關聯) Corporate Management Review, 36(2), 65-104
dc.relation (關聯) 交大管理學報
dc.subject (關鍵詞) Mergers and acquisitions; Post-merger; Customer relationship management; Credit card services
dc.title (題名) The Retention of Customer Relationships after Mergers and Acquisitions
dc.title.alternative (其他題名) 企業併購後之顧客關係維繫
dc.type (資料類型) article