|Reference: ||1.方世榮譯，「行銷管理學：分析、計劃、執行、與控制（Kotler, P.原著）」，二版二刷，臺灣東華書局股份有限公司，1995年7月。
3.林上傑、林上人，「JSP技術手冊：深入探討JavaServer Pages 1.1與Web技術的結合」，初版，碁峰資訊，臺北市，2001年。
6.查修傑、連麗真、陳雪美譯，「電子商務概論（Frontiers Of Electronic Commerce，Kalatoka, R. & Whinston, A. B.原著）」，初版，新加坡商艾迪生維斯理朗文出版股份有限公司台灣分公司，1999年2月。
9.尉謄蛟譯，「全面顧客服務（Davidow, W. H. & Uttal, B.原著）」，初版，長河出版社，臺北市，1991年。
11.楊子毅譯，「JavaServer Pages設計技巧（JavaServer Pages，Bergsten, Hans原著）」，初版，美商歐萊禮股份有限公司台灣分公司，2001年8月。
12.謝晶瑩譯，「1:1行銷（Peppers, D. & Rogers, M.原著）」，初版，時報文化，臺北市，1995年。
13.Netman（網中人） "第八章：架設HTTP," 2002, Available from http://ns1.study-area.org/linux/servers/linux_www.htm.
14.Anonymous "How to Make Effective and Profitable Service Calls," Agency Sales Magazine, June 1990, pp. 39-44.
15.Applegate, L. M., McFarlan, F. W., and McKenney, J. L. Corporate Information Systems Management: Text and Cases, 5th ed., Irwin/McGraw-Hill, 1999.
16.Bender, P. S. Design and Operation of Customer Service Systems, 1st ed., AMACOM, 1976.
17.Berry, L. L. & Parasuraman, A. Marketing Services: Competing through Quality, The Free Press, New York, 1991.
18.BotSpot "Bots By Category," 2002, Available from http://bots.internet.com/.
19.Brenner, W., Zarnekow, R., and Wittig, H. Intelligent Software Agents: Foundations and Applications, Springer-Verlag Berlin Heidelberg, 1998.
20.Caglayan, A. and Harrison, C. Agent Sourcebook, John Wiley & Sons, Inc., 1997.
21.Caldwell, J. "Building a Sustainable E-Business CRM Strategy," Agency Sales Magazine, Vol. 30, No. 5, May 2000, pp. 23-27.
22.Choi, S. Y., Stahl, D. O., and Whinston, A. B. The Economics of Electronic Commerce, Macmillan Technical Publishing, 1997.
23.Copulsky, J. R. & Wolf, M. J. "Relationship Marketing: Positioning for the Future," The Journal of Business Strategy, Vol. 11, No. 4, July/August 1990, pp. 16-20.
24.Cronin, M. J. Doing More Business on the Internet, 2nd ed., Van Nostrand Reinhold, New York, 1995.
25.Cross, R. & Smith, J. "Internet Marketing that Works for Customers," Direct Marketing, Vol. 58, No. 4, August 1995, pp. 22-51.
26.Etzioni, O. "The World Wide Web: Quagmire or Gold Mine?," Communications of the ACM, Vol. 39, No. 11, November 1996, pp. 65-68.
27.Etzioni, O. and Weld, D. S. "Intelligent Agents on the Internet: Fact, Fiction, and Forecast," IEEE Expert: Intelligent Systems & Their Applications, Vol. 10, No. 4, August 1995, pp. 44-49.
28.Fraone, G. "More Than Just a Sale," Electronic Business Today, Vol. 23, No. 8, August 1997, pp. 47-49.
29.Galbreath, J. "Relationship Management Environments," Credit World, Vol. 87, No. 2, November/December 1998, pp.14-21.
30.Genesereth, M. and Ketchpel, S. P., "Software Agents," Communications of the ACM, Vol. 37, No. 7, July 1994, pp. 48-53.
31.Gronroos, C. "From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing," Management Decision, Vol. 32, No. 2, 1994, pp. 4-20
32.Hanson, W. Principles of Internet Marketing, South-Western College Publishing, 2000.
33.Hodges, M., "Is Web Business Good Business?," MIT''s Technology Review, Vol. 100, No. 6, August/September 1997, pp. 22-32.
34.Horovitz, J. How to Win Customers: Using Customer Service for a Competitive Edge, London, Pitman Publishing, 1990.
35.Janal, D. S. Online Marketing Handbook: How to Sell, Advertise, Publicize, and Promote Your Products and Services on the Internet and Commercial Online Systems, Van Nostrand Reinhold, New York, 1995.
36.Janal, D. S. Dan Janal''s Guide to Marketing on the Internet: Getting People to Visit, Buy, and Become Customers for Life, John Wiley & Sons, Inc., 2000.
37.Keeler, L. Cyber Marketing, AMACOM, New York, 1995.
38.Kotler, P. Marketing Management: Analysis, Planning, Implementation, and Control, 8th ed., Prentice-Hall, Inc., 1994.
39.Lovelock, C. H. Services Marketing: Text, Cases, and Readings, 2nd ed., Prentice-Hall, Inc., 1991.
40.Lucas, R. W. Customer Service: Skills and Concepts for Business, Irwin Mirror Press, Chicago, 1996.
41.Marmorek, E. S. "After the Sale Is Closed, What''s the Next Step?" National Underwriter: Life & Health/Financial Services Edition, November 5, 1990, p. 24.
42.McDonald, L. "Setting New Standards for Customer Advocacy," Journal of Business Strategy, Vol. 14, No. 1, January/February 1993, pp. 11-15.
43.Melville, C. H. "Let''s Get Intimate," Agency Sales Magazine, Vol. 23, No. 9, September 1993, pp. 58-59.
44.Murdick, R. G., Render, B., and Russell, R. S. Service Operations Management, Needham Heights, MA., Allyn and Bacon, 1990.
45.Nejmeh, B. A. "Internet: A Strategic Tool for the Software Enterprise," Communications of the ACM, Vol. 37, No. 11, Nov 1994, pp. 23-27.
46.Parasuraman, A., Zeithaml, V. A., and Berry, L. L. "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, Vol. 49, No. 4, Fall 1985, pp. 41-50.
47.Pepper, D. & Rogers, M. The One to One Future: Building Relationships One Customer at a Time, 1st ed., Currency Doubleday, New York, 1993.
48.Prakash, A. "The Internet as a Global Strategic IS Tool," Information Systems Management, Vol. 13, No. 3, Summer 1996, pp. 45-49.
49.Rowley, J. "Retailing and shopping on the Internet," International Journal of Retail & Distribution Management, Vol. 24, No. 3, 1996, pp. 26-37.
50.Russell, S. J. and Norvig, P. Artificial Intelligence: A Modern Approach, Prentice-Hall, Inc., 1995.
51.Shani, D. & Chalasani, S. "Exploiting Niches Using Relationship Marketing," The Journal of Consumer Marketing, Vol. 9, No. 3, Summer 1992, pp. 33-42.
52.Shapiro, C. and Varian H. R. Information Rules: A Strategic Guide to the Network Economy, Boston, Harvard Business School Press, 1999.
53.Sodano, A. "Build Better Products by Leveraging CRM," National Underwriter: Property & Casualty/Risk & Benefits Management, Vol. 104, No. 27, July 3, 2000, p.15-16.
54.Srivastava, R. K., Shervani, T. A., & Fahey, L. "Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing," Journal of Marketing, Vol. 6, No. 3, Special Issue, 1999, p.168-179.
55.Sterne, J. World Wide Web Marketing: Integrating the Internet into Your Marketing Strategy, John Wiley & Sons, Inc., 1995.
56.Stone, M., Woodcock, N., and Wilson, M. "Managing the Change from Marketing Planning to Customer Relationship Management," Long Range Planning, Vol. 29, No. 5, October 1996, pp.675-683.
57.Sycara, K., Pannu, A., Williamson, M., Zeng, D., and Decker, K. "Distributed Intelligent Agents," IEEE Expert: Intelligent Systems & Their Applications, Vol. 11, No. 6, December 1996, pp. 36-45.
58.The Linux Documentation Project "Linux Frequently Asked Questions with Answers," 2002, Available from http://www.tldp.org/FAQ/Linux-FAQ/index.html/.
59.Thomas, J. W. "The Brave New World of Internet Marketing," Direct Marketing, Vol. 60, No. 9, January 1998, pp. 40-41.
60.Wang, H., Lee, M. K. O., & Wang, C. "Consumer Privacy Concerns about Internet Marketing," Communications of the ACM, Vol. 41, No. 3, March 1998, pp. 63-70.
61.Wehling, B. "The Future of Marketing," Vital Speeches of the Day, Vol. 62, No. 6, January 1, 1996, pp. 170-173.
62.Welz, G. "New Deals," Internet World, Vol. 6, No. 6, June 1995, pp. 36-42.
63.Zeithaml, V. A., Parasuraman, A., and Berry, L. L. "Problems and Strategies in Services Marketing," Journal of Marketing, Vol. 49, No. 2, Spring 1985, pp. 33-46.