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題名 Understanding the Technology and Organizational Elements of Customer Relationship Management Systems
作者 柯雅芬
貢獻者 尚孝純
柯雅芬
關鍵詞 顧客關係管理
系統整合
組織協調
Customer Relationship Management
system integration
organizational alignment
日期 2005
上傳時間 18-Sep-2009 14:36:38 (UTC+8)
摘要 To build a clear understanding of the management of the technology and organizational elements of CRM systems, this research formed propositions based on literature findings and experts’ experiences to explain (1) the elements of the technology and organizational sides of a CRM system, and (2) how the technology and organizational elements align to create effective CRM operation. The technology elements of an enterprise-wide CRM system can be organized into three parts: communicational CRM that coordinates all channels of customer contacts, execution CRM that consists of all value chain activities that execute customer relationship establishment and maintenance, and intelligent CRM that consolidates business intelligence about customers. The three integrated elements provide a technical infrastructure for customer value-generation activities. The organizational resources including structure, processes, culture, and management abilities are elements that need to be aligned and coordinated with CRM technologies. Management of a CRM system, therefore, can be considered as managing an organism that requires interdependent elements to work together to maintain a continuous capability of creating and sustaining customer relationships.

Through in-depth case study of three telecommunication firms in Taiwan this study confirmed the proposition about the alignment between CRM technological and organizational elements. The results further revealed that a complete integration among CRM elements may not be necessary, and the level of data and process integration should be selective. It is critical that companies should dynamically integrate and align their organizational resources according to the changing environment to establish differentiated capabilities of CRM.
參考文獻 1. Al-Mashari, M. and Zairi, M. (2000) The effective application of SAP R/3: a proposed model of best practice, Logistics Information Management, 13, 3, 156-166.
2. Bull, C. (2003) Strategic issues in customer relationship management (CRM) implementation, Business Process Management Journal, 9, 5, 592-602.
3. Burrell, G. and Morgan, G. (1979) Sociological Paradigms and Organisational Analysis, Heinemann, London.
4. Chan, J. (2005) Toward a Unified View of Customer Relationship Management, Journal of American Academy of Business, 6, 1, 32-38.
5. Chen, M. (2003) Factors Affecting the Adoption and Diffusion of XML and Web Services Standards for E-business Systems, International Journal of Human-Computer Studies, 58, 3, 259-279.
6. Chen, J.-S. and Ching, R. K. H. (2004) An empirical study of the relationship of IT intensity and organizational absorptive capacity on CRM performance, Journal of Global Information Management, 12, 1, 1-17.
7. Chen, M. and Liou, I. (2002) Building a Knowledge-Enabled Electronic Commerce Environment, Journal of Computer Information Systems, 42, 5, 95-101.
8. Chen, I. J. and Popovich, K. (2003) Understanding customer relationship management (CRM): People, process and technology, Business Process Management Journal, 9, 5, 672-688.
9. Chen, M. and Shang, S. (2005) Implementing an Enterprise-wide CRM Infrastructure, Proceedings of the Fourth Workshop on e-Business (WEB 2005) -- A Pre-ICIS Workshop AIS, December 10, Las Vegas, NV, USA.
10. Croteau, A.-M. and Li, P. (2003) Critical success factors of CRM technological initiatives, Canadian Journal of Administrative Sciences, 20, 1, 21-34.
11. Davenport, T. H., Harris, J. G. and Kohli, A. K. (2001) How Do They Know Their Customers So Well, MIT Sloan Management Review, 42, 2, 63-73.
12. Day, G. S. (2003) Creating a superior customer-relating capability, MIT Sloan Management Review, 44, 3, 77-82.
13. Deshpande, R. (1999) Developing a Market Orientation, SAGE Publications.
14. Eisenhardt, K. M. (1989) Building Theories From Case Study Research, Academy of Management Review, 14, 4, 532-550.
15. Foss, B., Devonport, C. and McDaid, P. (2002) Chapter 18: Achieving ROI from e-business systems in financial services, in B. Foss and M. Stone (Eds.) CRM in Financial Services: A Practical Guide to Making Customer Relationship Management Work, Kogan Page Limited, London.
16. Gandz, J. (1990) The Employee Empowerment Era, Business Quarterly (1986-1998), 55, 2, 74-79.
17. Gebert, H., Geib, M., Kolbe, L. and Brenner, W. (2003) Knowledge-enabled customer relationship management: Integrating customer relationship management and knowledge management concepts, Journal of Knowledge Management, 7, 5, 107-123.
18. Goodhue, D. L., Wixom, B. H. and Watson, H. J. (2002) Realizing Business Benefits Through CRM: Hitting the Right Target in the Right Way, MISQ Executive, 1, 2, 79-94.
19. Goodhue, D. L., Wybo, M. and Kirsch, L. (1992) The Impact of Data Integration on the Costs and Benefits of Information Systems, MIS Quarterly, 16, 3, 293-311.
20. Herrenkohl, R. C., Judson, G. T., and Heffner, J. A. (1999) Defining and measuring employee empowerment, The Journal of Applied Behavioral Science, 35, 3, 373-389.
21. Homburg, C. and Pflesser, C. (2000) A multiple-layer model of market-oriented organizational culture: Measurement issues and performance outcomes, JMR, Journal of Marketing Research, 37, 4, 449-462.
22. Hoogervorst, J., Flier, H. v. d. and Koopman, P. (2004) Implicit communication in organisations: The impact of culture, structure and management practices on employee behaviour, Journal of Managerial Psychology, 19, 3, 288-311.
23. Huang, A., Yen, D. C., Chou, D. C. and Xu, Y. (2003) Corporate applications integration: Challenges, opportunities, and implementation strategies, Journal of Business and Management, 9, 2, 137-145.
24. Hyperion, J. (2001) The CRM Lifecycle: Without CRM analytics, your customer won`t even know you are there, in SCN Education B.V. (Ed.) Customer Relationship Management, Friedr. Vieweg & Sohn Verlagsgesellschaft mbH, 91-100.
25. Jackson, D. Jr (1994) Relationship selling: the personalization of relationship marketing, Asia-Australia Marketing journal, 2, 1, 45-54.
26. Kalakota, R. and Robinson, M. (2000) E-business: Roadmap for success, Addison-Wesley, Massachusetts.
27. Kling, R. (1999) What is Social Informatics and Why Does it Matter, D-Lib Magazine, 5, 1.
28. Kohli, A. K., Jaworski, B. J., and Kumar, A. (1993) MARKOR: A measure of market orientation, JMR, Journal of Marketing Research, 30, 4, 467-477.
29. Kotorov, R. (2003) Customer relationship management: Strategic lessons and future directions, Business Process Management Journal, 9, 5, 566-571.
30. Levine, J. (1993) Relationship marketing, Forbes, 152, 14, 232-234.
31. Liautaud, B. (2001) e-Business Intelligence, McGraw-Hill, New York.
32. Ling, R. and Yen, D. C. (2001) Customer relationship management: An analysis framework and implementation strategies, The Journal of Computer Information Systems, 41, 3, 82-97.
33. McDonnell, S. (2001) Putting CRM to work, Computerworld, 35, 11, 48-49.
34. Mumford, E. (1997) Assisting Work Restructuring in Complex and Volatile Situations, in J. Neumann, K. Kellner and A. Dawson-Shepard (Eds.) Developing Organizational Consultancy, Routledge, London.
35. Mumford, E. (2000) Socio-Technical Design: An Unfulfilled Promise or a Future Opportunity, in R. Baskerville, J. Stage and J. DeGross (Eds.) The Social and Organizational Perspective on Research and Practice in Information Technology, Chapman-Hall, London.
36. Oracle Corp., Oracle Customer Data Hub, http://www.oracle.com/data_hub/cdh.html
37. Peel, J. (2002) CRM: Redefining Customer Relationship Management, Digital Press, Oxford.
38. Peppard, J. (2000) Customer relationship management (CRM) in financial services, European Management journal, 18, 3, 312-327.
39. Piccoli, G., O`Connor, P., Capaccioli, C., and Alvarez, R. (2003) Customer relationship management-a driver for change in the structure of the U.S. lodging industry, Cornell Hotel and Restaurant Administration Quarterly, 44, 4, 61-73.
40. Plakoyiannaki, E. and Tzokas, N. (2002) Customer relationship management: A capabilities portfolio perspective, Journal of Database Management, 9, 3, 228-237.
41. Reichheld, F.F. (1996a) The Loyalty Effect, Harvard Business School Press, Boston, MA.
42. Reichheld, F.F. (1996b) Learning from customer defections, Harvard Business Review, 74, 2, 56-69.
43. Reinartz, W., Krafft, M. and Hoyer, W. D. (2004) The Customer Relationship Management Process: Its Measurement and Impact on Performance, JMR, Journal of Marketing Research, 41, 3, 293.
44. Rigby, D. K., Reichheld, F. F. and Schefter, P. (2002) Avoid the four perils of CRM, Harvard Business Review, 80, 2, 101-109.
45. Robbins, S.P. (1990) Organization Theory, Prentice-Hall, Englewood Cliffs, NJ.
46. Roland Berger Strategy Consultants (2005) Customer Life Cycle Management, http://www.rolandberger.com/.
47. SAS Institute (2001) Implementing the Customer Relationship Management Foundation – Analytical CRM, in SCN Education B.V. (Ed.) Customer Relationship Management, Friedr. Vieweg & Sohn Verlagsgesellschaft mbH, 37-44.
48. Shang, S. and Lin, J.-S. (2005) A Model for Understanding the Market-orientation Effects of CRM on the Organizational Processes, Proceedings of the Americas Conference on Information Systems (AMCIS 2005), August 11-14, Omaha, NE, USA.
49. Smith, H. and Fingar, P. (2003) IT Doesn`t Matter-Business Processes Do: A Critical Analysis of Nicholas Carr`s I.T. Article in the Harvard Business Review, Meghan-Kiffer Press, Florida.
50. Starkey, M., Woodcock, N. and Stone, M. (2001) Assessing the quality of customer management in financial services, in SCN Education B.V. (Ed.) Customer Relationship Management, Friedr. Vieweg & Sohn Verlagsgesellschaft mbH, 31-56.
51. Stringfellow, A., Nie, W., and Bowen, D. E. (2004) CRM: Profiting from understanding customer needs, Business Horizons, 47, 5, 45-52.
52. Talburt, J. (2004) Customer-Centric Information Quality Management, MIT Information Quality Management Program, MIT.
53. Tan, X., Yen, D. C. and Fang, X. (2002) Internet integrated customer relationship management: A key success factor for companies in the e-commerce arena, The Journal of Computer Information Systems, 42, 3, 77-86.
54. Williams, R. and Edge, D. (1996) The Social Shaping of Technology, Research Policy, 25, 865-899.
55. Winer, R. S. (2001) A framework for customer relationship management, California Management Review, 43, 4, 89-105.
56. Woodcock, N. and Starkey, M. (2004) A five-year global study of how organisations manage their customers, QCi Assessment Ltd, London.
57. Xu, M. and Walton, J. (2005) Gaining customer knowledge through analytical CRM, Industrial Management and Data Systems, 105, 7, 955-971.
58. Yu, L. (2001) What Really Makes Customers Happy, MIT Sloan Management Review, 42, 4, 19.
描述 碩士
國立政治大學
資訊管理研究所
92356021
94
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0923560211
資料類型 thesis
dc.contributor.advisor 尚孝純zh_TW
dc.contributor.author (Authors) 柯雅芬zh_TW
dc.creator (作者) 柯雅芬zh_TW
dc.date (日期) 2005en_US
dc.date.accessioned 18-Sep-2009 14:36:38 (UTC+8)-
dc.date.available 18-Sep-2009 14:36:38 (UTC+8)-
dc.date.issued (上傳時間) 18-Sep-2009 14:36:38 (UTC+8)-
dc.identifier (Other Identifiers) G0923560211en_US
dc.identifier.uri (URI) https://nccur.lib.nccu.edu.tw/handle/140.119/35274-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 資訊管理研究所zh_TW
dc.description (描述) 92356021zh_TW
dc.description (描述) 94zh_TW
dc.description.abstract (摘要) To build a clear understanding of the management of the technology and organizational elements of CRM systems, this research formed propositions based on literature findings and experts’ experiences to explain (1) the elements of the technology and organizational sides of a CRM system, and (2) how the technology and organizational elements align to create effective CRM operation. The technology elements of an enterprise-wide CRM system can be organized into three parts: communicational CRM that coordinates all channels of customer contacts, execution CRM that consists of all value chain activities that execute customer relationship establishment and maintenance, and intelligent CRM that consolidates business intelligence about customers. The three integrated elements provide a technical infrastructure for customer value-generation activities. The organizational resources including structure, processes, culture, and management abilities are elements that need to be aligned and coordinated with CRM technologies. Management of a CRM system, therefore, can be considered as managing an organism that requires interdependent elements to work together to maintain a continuous capability of creating and sustaining customer relationships.

Through in-depth case study of three telecommunication firms in Taiwan this study confirmed the proposition about the alignment between CRM technological and organizational elements. The results further revealed that a complete integration among CRM elements may not be necessary, and the level of data and process integration should be selective. It is critical that companies should dynamically integrate and align their organizational resources according to the changing environment to establish differentiated capabilities of CRM.		zh_TW
dc.description.tableofcontents CHAPTER 1: RESEARCH OBJECTIVES AND RESEARCH BACKGROUND 1

CHAPTER 2: LITERATURE REVIEW 3
2.1 Studying the CRM System from a Socio-technical View 3
2.2 CRM Technology Elements 3
2.3 Aligned CRM Organizational Elements 6
2.4 Customer Management Activity Mapping to Enterprise CRM 10
2.5 Integration of CRM Technology Elements 13
2.6 CRM Value 15
2.7 Research Propositions 16

CHAPTER 3: RESEARCH METHODOLOGY 21

CHAPTER 4: RESEARCH RESULTS 24
4.1 Proposition Analysis 24

CHAPTER 5: DISCUSSION 40
5.1 Selective Integration among CRM Technology Elements 40
5.2 Selective Accessibility to Customer Information 42
5.3 Creating Better Customer Information Circulation through Organizational Mechanisms 42
5.4 Taking ”Human Data” Seriously 42
5.5 When CRM Technology Components (Hard Infrastructure) Has Become a Commodity, Organizations Differentiate Themselves through Different Designs of Aligned Organizational Resources (Soft Infrastructure) 43

CHAPTER 6: CONCLUSION 50
6.1 Conclusion 50
6.2 Academic and Managerial Implications 51
6.3 Research Limitations 52
6.4 Future Research 52

REFERENCES 53

APPENDIX A: RESEARCH RESULTS OF COMPANY A 57
A.1 Company Background 57
A.2 CRM Implementation 57
A.3 Integration of CRM Technology Elements 59
A.4 Organizational Alignment 61
A.5 Market Performance 65

APPENDIX B: RESEARCH RESULTS OF COMPANY B 67
B.1 Company Background 67
B.2 CRM Implementation 67
B.3 Integration of CRM Technology Elements 69
B.4 Organizational Alignment 71
B.5 Market Performance 75

APPENDIX C: RESEARCH RESULTS OF COMPANY C 77
C.1 Company Background 77
C.2 CRM Implementation 77
C.3 Integration of CRM Technology Elements 78
C.4 Organizational Alignment 80
C.5 Market Performance 83

APPENDIX D: QUESTIONNAIRE 85		zh_TW
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dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0923560211en_US
dc.subject (關鍵詞) 顧客關係管理zh_TW
dc.subject (關鍵詞) 系統整合zh_TW
dc.subject (關鍵詞) 組織協調zh_TW
dc.subject (關鍵詞) Customer Relationship Managementen_US
dc.subject (關鍵詞) system integrationen_US
dc.subject (關鍵詞) organizational alignmenten_US
dc.title (題名) Understanding the Technology and Organizational Elements of Customer Relationship Management Systemszh_TW
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) 1. Al-Mashari, M. and Zairi, M. (2000) The effective application of SAP R/3: a proposed model of best practice, Logistics Information Management, 13, 3, 156-166.zh_TW
dc.relation.reference (參考文獻) 2. Bull, C. (2003) Strategic issues in customer relationship management (CRM) implementation, Business Process Management Journal, 9, 5, 592-602.zh_TW
dc.relation.reference (參考文獻) 3. Burrell, G. and Morgan, G. (1979) Sociological Paradigms and Organisational Analysis, Heinemann, London.zh_TW
dc.relation.reference (參考文獻) 4. Chan, J. (2005) Toward a Unified View of Customer Relationship Management, Journal of American Academy of Business, 6, 1, 32-38.zh_TW
dc.relation.reference (參考文獻) 5. Chen, M. (2003) Factors Affecting the Adoption and Diffusion of XML and Web Services Standards for E-business Systems, International Journal of Human-Computer Studies, 58, 3, 259-279.zh_TW
dc.relation.reference (參考文獻) 6. Chen, J.-S. and Ching, R. K. H. (2004) An empirical study of the relationship of IT intensity and organizational absorptive capacity on CRM performance, Journal of Global Information Management, 12, 1, 1-17.zh_TW
dc.relation.reference (參考文獻) 7. Chen, M. and Liou, I. (2002) Building a Knowledge-Enabled Electronic Commerce Environment, Journal of Computer Information Systems, 42, 5, 95-101.zh_TW
dc.relation.reference (參考文獻) 8. Chen, I. J. and Popovich, K. (2003) Understanding customer relationship management (CRM): People, process and technology, Business Process Management Journal, 9, 5, 672-688.zh_TW
dc.relation.reference (參考文獻) 9. Chen, M. and Shang, S. (2005) Implementing an Enterprise-wide CRM Infrastructure, Proceedings of the Fourth Workshop on e-Business (WEB 2005) -- A Pre-ICIS Workshop AIS, December 10, Las Vegas, NV, USA.zh_TW
dc.relation.reference (參考文獻) 10. Croteau, A.-M. and Li, P. (2003) Critical success factors of CRM technological initiatives, Canadian Journal of Administrative Sciences, 20, 1, 21-34.zh_TW
dc.relation.reference (參考文獻) 11. Davenport, T. H., Harris, J. G. and Kohli, A. K. (2001) How Do They Know Their Customers So Well, MIT Sloan Management Review, 42, 2, 63-73.zh_TW
dc.relation.reference (參考文獻) 12. Day, G. S. (2003) Creating a superior customer-relating capability, MIT Sloan Management Review, 44, 3, 77-82.zh_TW
dc.relation.reference (參考文獻) 13. Deshpande, R. (1999) Developing a Market Orientation, SAGE Publications.zh_TW
dc.relation.reference (參考文獻) 14. Eisenhardt, K. M. (1989) Building Theories From Case Study Research, Academy of Management Review, 14, 4, 532-550.zh_TW
dc.relation.reference (參考文獻) 15. Foss, B., Devonport, C. and McDaid, P. (2002) Chapter 18: Achieving ROI from e-business systems in financial services, in B. Foss and M. Stone (Eds.) CRM in Financial Services: A Practical Guide to Making Customer Relationship Management Work, Kogan Page Limited, London.zh_TW
dc.relation.reference (參考文獻) 16. Gandz, J. (1990) The Employee Empowerment Era, Business Quarterly (1986-1998), 55, 2, 74-79.zh_TW
dc.relation.reference (參考文獻) 17. Gebert, H., Geib, M., Kolbe, L. and Brenner, W. (2003) Knowledge-enabled customer relationship management: Integrating customer relationship management and knowledge management concepts, Journal of Knowledge Management, 7, 5, 107-123.zh_TW
dc.relation.reference (參考文獻) 18. Goodhue, D. L., Wixom, B. H. and Watson, H. J. (2002) Realizing Business Benefits Through CRM: Hitting the Right Target in the Right Way, MISQ Executive, 1, 2, 79-94.zh_TW
dc.relation.reference (參考文獻) 19. Goodhue, D. L., Wybo, M. and Kirsch, L. (1992) The Impact of Data Integration on the Costs and Benefits of Information Systems, MIS Quarterly, 16, 3, 293-311.zh_TW
dc.relation.reference (參考文獻) 20. Herrenkohl, R. C., Judson, G. T., and Heffner, J. A. (1999) Defining and measuring employee empowerment, The Journal of Applied Behavioral Science, 35, 3, 373-389.zh_TW
dc.relation.reference (參考文獻) 21. Homburg, C. and Pflesser, C. (2000) A multiple-layer model of market-oriented organizational culture: Measurement issues and performance outcomes, JMR, Journal of Marketing Research, 37, 4, 449-462.zh_TW
dc.relation.reference (參考文獻) 22. Hoogervorst, J., Flier, H. v. d. and Koopman, P. (2004) Implicit communication in organisations: The impact of culture, structure and management practices on employee behaviour, Journal of Managerial Psychology, 19, 3, 288-311.zh_TW
dc.relation.reference (參考文獻) 23. Huang, A., Yen, D. C., Chou, D. C. and Xu, Y. (2003) Corporate applications integration: Challenges, opportunities, and implementation strategies, Journal of Business and Management, 9, 2, 137-145.zh_TW
dc.relation.reference (參考文獻) 24. Hyperion, J. (2001) The CRM Lifecycle: Without CRM analytics, your customer won`t even know you are there, in SCN Education B.V. (Ed.) Customer Relationship Management, Friedr. Vieweg & Sohn Verlagsgesellschaft mbH, 91-100.zh_TW
dc.relation.reference (參考文獻) 25. Jackson, D. Jr (1994) Relationship selling: the personalization of relationship marketing, Asia-Australia Marketing journal, 2, 1, 45-54.zh_TW
dc.relation.reference (參考文獻) 26. Kalakota, R. and Robinson, M. (2000) E-business: Roadmap for success, Addison-Wesley, Massachusetts.zh_TW
dc.relation.reference (參考文獻) 27. Kling, R. (1999) What is Social Informatics and Why Does it Matter, D-Lib Magazine, 5, 1.zh_TW
dc.relation.reference (參考文獻) 28. Kohli, A. K., Jaworski, B. J., and Kumar, A. (1993) MARKOR: A measure of market orientation, JMR, Journal of Marketing Research, 30, 4, 467-477.zh_TW
dc.relation.reference (參考文獻) 29. Kotorov, R. (2003) Customer relationship management: Strategic lessons and future directions, Business Process Management Journal, 9, 5, 566-571.zh_TW
dc.relation.reference (參考文獻) 30. Levine, J. (1993) Relationship marketing, Forbes, 152, 14, 232-234.zh_TW
dc.relation.reference (參考文獻) 31. Liautaud, B. (2001) e-Business Intelligence, McGraw-Hill, New York.zh_TW
dc.relation.reference (參考文獻) 32. Ling, R. and Yen, D. C. (2001) Customer relationship management: An analysis framework and implementation strategies, The Journal of Computer Information Systems, 41, 3, 82-97.zh_TW
dc.relation.reference (參考文獻) 33. McDonnell, S. (2001) Putting CRM to work, Computerworld, 35, 11, 48-49.zh_TW
dc.relation.reference (參考文獻) 34. Mumford, E. (1997) Assisting Work Restructuring in Complex and Volatile Situations, in J. Neumann, K. Kellner and A. Dawson-Shepard (Eds.) Developing Organizational Consultancy, Routledge, London.zh_TW
dc.relation.reference (參考文獻) 35. Mumford, E. (2000) Socio-Technical Design: An Unfulfilled Promise or a Future Opportunity, in R. Baskerville, J. Stage and J. DeGross (Eds.) The Social and Organizational Perspective on Research and Practice in Information Technology, Chapman-Hall, London.zh_TW
dc.relation.reference (參考文獻) 36. Oracle Corp., Oracle Customer Data Hub, http://www.oracle.com/data_hub/cdh.htmlzh_TW
dc.relation.reference (參考文獻) 37. Peel, J. (2002) CRM: Redefining Customer Relationship Management, Digital Press, Oxford.zh_TW
dc.relation.reference (參考文獻) 38. Peppard, J. (2000) Customer relationship management (CRM) in financial services, European Management journal, 18, 3, 312-327.zh_TW
dc.relation.reference (參考文獻) 39. Piccoli, G., O`Connor, P., Capaccioli, C., and Alvarez, R. (2003) Customer relationship management-a driver for change in the structure of the U.S. lodging industry, Cornell Hotel and Restaurant Administration Quarterly, 44, 4, 61-73.zh_TW
dc.relation.reference (參考文獻) 40. Plakoyiannaki, E. and Tzokas, N. (2002) Customer relationship management: A capabilities portfolio perspective, Journal of Database Management, 9, 3, 228-237.zh_TW
dc.relation.reference (參考文獻) 41. Reichheld, F.F. (1996a) The Loyalty Effect, Harvard Business School Press, Boston, MA.zh_TW
dc.relation.reference (參考文獻) 42. Reichheld, F.F. (1996b) Learning from customer defections, Harvard Business Review, 74, 2, 56-69.zh_TW
dc.relation.reference (參考文獻) 43. Reinartz, W., Krafft, M. and Hoyer, W. D. (2004) The Customer Relationship Management Process: Its Measurement and Impact on Performance, JMR, Journal of Marketing Research, 41, 3, 293.zh_TW
dc.relation.reference (參考文獻) 44. Rigby, D. K., Reichheld, F. F. and Schefter, P. (2002) Avoid the four perils of CRM, Harvard Business Review, 80, 2, 101-109.zh_TW
dc.relation.reference (參考文獻) 45. Robbins, S.P. (1990) Organization Theory, Prentice-Hall, Englewood Cliffs, NJ.zh_TW
dc.relation.reference (參考文獻) 46. Roland Berger Strategy Consultants (2005) Customer Life Cycle Management, http://www.rolandberger.com/.zh_TW
dc.relation.reference (參考文獻) 47. SAS Institute (2001) Implementing the Customer Relationship Management Foundation – Analytical CRM, in SCN Education B.V. (Ed.) Customer Relationship Management, Friedr. Vieweg & Sohn Verlagsgesellschaft mbH, 37-44.zh_TW
dc.relation.reference (參考文獻) 48. Shang, S. and Lin, J.-S. (2005) A Model for Understanding the Market-orientation Effects of CRM on the Organizational Processes, Proceedings of the Americas Conference on Information Systems (AMCIS 2005), August 11-14, Omaha, NE, USA.zh_TW
dc.relation.reference (參考文獻) 49. Smith, H. and Fingar, P. (2003) IT Doesn`t Matter-Business Processes Do: A Critical Analysis of Nicholas Carr`s I.T. Article in the Harvard Business Review, Meghan-Kiffer Press, Florida.zh_TW
dc.relation.reference (參考文獻) 50. Starkey, M., Woodcock, N. and Stone, M. (2001) Assessing the quality of customer management in financial services, in SCN Education B.V. (Ed.) Customer Relationship Management, Friedr. Vieweg & Sohn Verlagsgesellschaft mbH, 31-56.zh_TW
dc.relation.reference (參考文獻) 51. Stringfellow, A., Nie, W., and Bowen, D. E. (2004) CRM: Profiting from understanding customer needs, Business Horizons, 47, 5, 45-52.zh_TW
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