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題名 Understanding the value of process capital: a multiple case study on CRM processes
作者 Shang, Shari S.C. ; Huang, Ping-der
尚孝純;黃秉德
貢獻者 資管系
關鍵詞 process capital measurement; process management; customer relationship management; CRM; resource-based view; RBV; dynamic capability; Taiwan; financial industry
日期 2008
上傳時間 18-Feb-2014 10:24:05 (UTC+8)
摘要 This study examined possible ways of measuring process capital and proposed proper ways of reflecting the value of process capital. Using a system model, three methods of measuring organisational processes were identified: (1) measuring the investment in processes, (2) measuring the results of processes and (3) measuring the management capability of the processes. Examining five selected cases from Taiwan`s financial industry, this study applied the Resource-Based View (RBV) with the concept of dynamic capability to enhance the third method, and tested the three kinds of process capital measurements on Customer Relationship Management (CRM) processes. The findings revealed that the management capability of aligning organisational resources with the CRM processes seems to have the strongest correlation with a firm`s competitiveness and the maintenance of sustained customer relationships, suggesting that it should be considered an important indicator of process capital.
關聯 International Journal of Learning and Intellectual Capital, 5(3/4), 404-416
資料類型 article
DOI http://dx.doi.org/10.1504/IJLIC.2008.021019
dc.contributor 資管系en_US
dc.creator (作者) Shang, Shari S.C. ; Huang, Ping-deren_US
dc.creator (作者) 尚孝純;黃秉德zh_TW
dc.date (日期) 2008en_US
dc.date.accessioned 18-Feb-2014 10:24:05 (UTC+8)-
dc.date.available 18-Feb-2014 10:24:05 (UTC+8)-
dc.date.issued (上傳時間) 18-Feb-2014 10:24:05 (UTC+8)-
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/63911-
dc.description.abstract (摘要) This study examined possible ways of measuring process capital and proposed proper ways of reflecting the value of process capital. Using a system model, three methods of measuring organisational processes were identified: (1) measuring the investment in processes, (2) measuring the results of processes and (3) measuring the management capability of the processes. Examining five selected cases from Taiwan`s financial industry, this study applied the Resource-Based View (RBV) with the concept of dynamic capability to enhance the third method, and tested the three kinds of process capital measurements on Customer Relationship Management (CRM) processes. The findings revealed that the management capability of aligning organisational resources with the CRM processes seems to have the strongest correlation with a firm`s competitiveness and the maintenance of sustained customer relationships, suggesting that it should be considered an important indicator of process capital.en_US
dc.format.extent 390103 bytes-
dc.format.mimetype application/pdf-
dc.language.iso en_US-
dc.relation (關聯) International Journal of Learning and Intellectual Capital, 5(3/4), 404-416en_US
dc.subject (關鍵詞) process capital measurement; process management; customer relationship management; CRM; resource-based view; RBV; dynamic capability; Taiwan; financial industryen_US
dc.title (題名) Understanding the value of process capital: a multiple case study on CRM processesen_US
dc.type (資料類型) articleen
dc.identifier.doi (DOI) 10.1504/IJLIC.2008.021019-
dc.doi.uri (DOI) http://dx.doi.org/10.1504/IJLIC.2008.021019-