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題名 影響顧客關係管理應用類別與認知成效之模式建構
作者 高隆樺
Kao, Lung-Hua
貢獻者 管郁君
Eugenia Huang
高隆樺
Kao, Lung-Hua
關鍵詞 顧客關係管理
應用類別
認知成效
日期 2001
上傳時間 18-Apr-2016 16:26:51 (UTC+8)
摘要 隨著市場競爭日益激烈，企業開始從「以產品為導向」轉為「以顧客為導向」，因為以產品為導向、大眾行銷的做法，已無法面對一個能提供多樣選擇的市場。而顧客關係管理(CRM，Customer Relationship Management)被認為能更有效地幫助行銷者，達成各項行銷活動，因此，成為企業當前關注之管理範疇。
參考文獻 1.王希寧，「網際網路對B2C企業顧客關係管理的影響－以券商及書店為例」，國立政治大學科技管理研究所碩士論文，民國89年。
     2.史博言，「1999年度台灣業者之顧客關係管理運用現況調查報告」，企業電子化經理人報告，民國88年11月，頁9-15。
     3.安迅資訊系統公司，「整合企業經營策略與顧客關係管理」，企業電子化經理人報告，民國88年11月，頁20-25。
     4.呂麗琴，「證券商網站採行客戶關係管理系統之研究」，私立淡江大學資訊管理研究所碩士論文，民國89年。
     5.李昇暾，「以資料採礦深化顧客關係管理」，企業電子化經理人報告，民國89年3月，頁37-42。
     6.余慕薌，「網路客服中心的應用與管理」，企業電子化經理人報告，民國89年3月，頁43-46。
     7.吳明隆，「SPSS統計應用與實務」，初版，松崗電腦圖書資料有限公司，民國89年1月。
     8.林東清，「影響高階主管對資訊科技支持之關鍵因素」，管理評論，第七期，民國86年12月。
     9.林珊珊，「影響企業資訊科技評估與引進策略之實證研究」，國立中山大學資訊管理研究所碩士論文，民國83年。
     10.林佩儀，「網站設計與使用者滿意度之關聯－以網路使用與購物經驗進行集群之研究」，國立政治大學資訊管理研究所碩士論文，民國89年。
     11.季延平，「認清CRM 的真貌」，0與1 Byte，民國88年10月，頁57-61。
     12.黃俊英，「行銷研究：管理與技術」，第六版，華泰文化事業股份有限公司，民國88年9月。
     13.黃炳錫，「企業採用EDI 系統及使用效益之研究－以報關行為例」，私立淡江大學資訊管理研究所之碩士論文，民國83年。
     14.黃敏祐，「企業特質與網際網路應用狀況之關聯」，管理學報，第十七卷，第一期，民國89年3月，頁119-117。
     15.曾建銘，「影響企業採用電腦網路的因素及其採用後的效益研究」，私立淡江大學資訊管理研究所碩士論文，民國85年。
     16.陳文華，「運用資料倉儲技術於顧客關係管理」，能力雜誌，民國89年1月，頁132-138。
     17.張小蓓，「顧客關係管理－以電子商場為例」，私立大同大學事業經營研究所碩士論文，民國89年。
     18.劉沛郁，「資訊科技投資評估及其影響因素之研究」，國立中央大學資訊管理研究所碩士論文，民國85年。
     19.劉欽宏，「影響企業採用新科技關鍵因素之研究」，國立政治大學企業管理研究所碩士論文，民國80年。
     20.遠擎顧問公司，「運用資訊科技推動顧客關係管理」，企業電子化經理人報告，民國88年11月，頁35-42。
     21.蔡世田，「IC-POS 系統管理效益與影響企業導入的關鍵因素之研究」，私立淡江大學資訊管理研究所碩士論文，民國82年。
     22.盧坤利，「台灣地區企業採用顧客關係管理系統之影響因素研究」，國立台灣大學商學研究所碩士論文，民國89年。
     23.蕭正平，「顧客關係行銷的發展與實務」，國立台灣大學商學研究所碩士論文，民國89年。
     24.蘇隄，「企業建構資料倉儲的六項關鍵議題」，企業電子化經理人報告，民國89年3月，頁31-36。
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     26.Applegate, L. M., McFarlan, F. W., and McKenney, J. L. Corporate Information System Management, 5th ed., Irwin McGraw-Hill, Boston, 1999.
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     52.Moore, G. C. and Benbasat, I. “Development of an instrument to measure the perceptions of adopting an information technology innovation,” Information Systems Research, Vol. 2, Iss. 3, 1991, pp. 192-221.
     53.Morris, T. “Adding value to your e-business strategy,” CMA Management, May 2000, pp. 38-42.
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     55.Peppard, J. “Customer relationship management (CRM) in financial services,” European Management Journal, Vol. 18, Iss. 3, 2000, pp. 312-327.
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描述 碩士
國立政治大學
資訊管理學系
88356028
資料來源 http://thesis.lib.nccu.edu.tw/record/#A2002001583
資料類型 thesis
dc.contributor.advisor 管郁君zh_TW
dc.contributor.advisor Eugenia Huangen_US
dc.contributor.author (Authors) 高隆樺zh_TW
dc.contributor.author (Authors) Kao, Lung-Huaen_US
dc.creator (作者) 高隆樺zh_TW
dc.creator (作者) Kao, Lung-Huaen_US
dc.date (日期) 2001en_US
dc.date.accessioned 18-Apr-2016 16:26:51 (UTC+8)-
dc.date.available 18-Apr-2016 16:26:51 (UTC+8)-
dc.date.issued (上傳時間) 18-Apr-2016 16:26:51 (UTC+8)-
dc.identifier (Other Identifiers) A2002001583en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/85368-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 資訊管理學系zh_TW
dc.description (描述) 88356028zh_TW
dc.description.abstract (摘要) 隨著市場競爭日益激烈，企業開始從「以產品為導向」轉為「以顧客為導向」，因為以產品為導向、大眾行銷的做法，已無法面對一個能提供多樣選擇的市場。而顧客關係管理(CRM，Customer Relationship Management)被認為能更有效地幫助行銷者，達成各項行銷活動，因此，成為企業當前關注之管理範疇。zh_TW
dc.description.tableofcontents 封面頁
     證明書
     致謝詞
     論文摘要
     目錄
     圖目錄
     表目錄
     第壹章 緒論
     第一節 研究背景與動機
     第二節 研究目的
     第三節 研究範圍
     第四節 論文結構與研究步驟
     第貳章 文獻探討
     第一節 顧客關係管理的發展歷程
     第二節 顧客關係管理的意義
     第三節 顧客關係管理的應用機制
     第四節 顧客生命週期
     第五節 顧客關係管理的應用類別
     第六節 顧客關係管理的成效
     第七節 影響顧客關係管理應用的因素
     第參章 研究設計與方法
     第一節 研究架構
     第二節 變數定義與操作化
     第三節 研究假說
     第四節 問卷設計
     第五節 資料蒐集
     第六節 資料分析方法
     第肆章 資料分析
     第一節 問卷回收情況與問卷的信度分析
     第二節 企業顧客關係管理應用現況
     第三節 影響企業採用顧客關係管理之因素
     第四節 影響顧客關係管理應用狀況因素之區別分析
     第五節 企業顧客關係管理的應用類別與認知成效
     第伍章 結論與建議
     第一節 研究結論
     第二節 研究建議
     第三節 研究限制
     參考文獻
     附錄一 研究問卷		zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#A2002001583en_US
dc.subject (關鍵詞) 顧客關係管理zh_TW
dc.subject (關鍵詞) 應用類別zh_TW
dc.subject (關鍵詞) 認知成效zh_TW
dc.title (題名) 影響顧客關係管理應用類別與認知成效之模式建構zh_TW
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 1.王希寧，「網際網路對B2C企業顧客關係管理的影響－以券商及書店為例」，國立政治大學科技管理研究所碩士論文，民國89年。
     2.史博言，「1999年度台灣業者之顧客關係管理運用現況調查報告」，企業電子化經理人報告，民國88年11月，頁9-15。
     3.安迅資訊系統公司，「整合企業經營策略與顧客關係管理」，企業電子化經理人報告，民國88年11月，頁20-25。
     4.呂麗琴，「證券商網站採行客戶關係管理系統之研究」，私立淡江大學資訊管理研究所碩士論文，民國89年。
     5.李昇暾，「以資料採礦深化顧客關係管理」，企業電子化經理人報告，民國89年3月，頁37-42。
     6.余慕薌，「網路客服中心的應用與管理」，企業電子化經理人報告，民國89年3月，頁43-46。
     7.吳明隆，「SPSS統計應用與實務」，初版，松崗電腦圖書資料有限公司，民國89年1月。
     8.林東清，「影響高階主管對資訊科技支持之關鍵因素」，管理評論，第七期，民國86年12月。
     9.林珊珊，「影響企業資訊科技評估與引進策略之實證研究」，國立中山大學資訊管理研究所碩士論文，民國83年。
     10.林佩儀，「網站設計與使用者滿意度之關聯－以網路使用與購物經驗進行集群之研究」，國立政治大學資訊管理研究所碩士論文，民國89年。
     11.季延平，「認清CRM 的真貌」，0與1 Byte，民國88年10月，頁57-61。
     12.黃俊英，「行銷研究：管理與技術」，第六版，華泰文化事業股份有限公司，民國88年9月。
     13.黃炳錫，「企業採用EDI 系統及使用效益之研究－以報關行為例」，私立淡江大學資訊管理研究所之碩士論文，民國83年。
     14.黃敏祐，「企業特質與網際網路應用狀況之關聯」，管理學報，第十七卷，第一期，民國89年3月，頁119-117。
     15.曾建銘，「影響企業採用電腦網路的因素及其採用後的效益研究」，私立淡江大學資訊管理研究所碩士論文，民國85年。
     16.陳文華，「運用資料倉儲技術於顧客關係管理」，能力雜誌，民國89年1月，頁132-138。
     17.張小蓓，「顧客關係管理－以電子商場為例」，私立大同大學事業經營研究所碩士論文，民國89年。
     18.劉沛郁，「資訊科技投資評估及其影響因素之研究」，國立中央大學資訊管理研究所碩士論文，民國85年。
     19.劉欽宏，「影響企業採用新科技關鍵因素之研究」，國立政治大學企業管理研究所碩士論文，民國80年。
     20.遠擎顧問公司，「運用資訊科技推動顧客關係管理」，企業電子化經理人報告，民國88年11月，頁35-42。
     21.蔡世田，「IC-POS 系統管理效益與影響企業導入的關鍵因素之研究」，私立淡江大學資訊管理研究所碩士論文，民國82年。
     22.盧坤利，「台灣地區企業採用顧客關係管理系統之影響因素研究」，國立台灣大學商學研究所碩士論文，民國89年。
     23.蕭正平，「顧客關係行銷的發展與實務」，國立台灣大學商學研究所碩士論文，民國89年。
     24.蘇隄，「企業建構資料倉儲的六項關鍵議題」，企業電子化經理人報告，民國89年3月，頁31-36。
     25.Andersen Consulting, “CRM investments finally ring true,” 1999, available at http://www.crmforum.com/crm_forum_white_papers/art-071/ppr.htm.
     26.Applegate, L. M., McFarlan, F. W., and McKenney, J. L. Corporate Information System Management, 5th ed., Irwin McGraw-Hill, Boston, 1999.
     27.Battista, P. and Verhun, D. “Customer relationship management: the promise and the reality,” CMA Management, May 2000, pp. 34-37.
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