| Reference: | 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.
28.Berry, L. L. “The employee as customer,” Journal of Retail Banking, March 1981, pp. 33-40.
29.Berry, L. L. “Relationship marketing,” American Marketing Association, 1983, pp. 25-28.
30.Buttle, F. “The S.C.O.P.E. of customer relationship management,” 2000, available at http://www.crm-forum.com/academy/scope/ppr.htm.
31.Cabena, P., Hadjinian, P., Stadler, R., Verhees, J., and Zanasi, A., Discovering Data Mining from Concept to Implementation, Prentice Hall PTR, New Jersey, 1997.
32.Child, P., Dennis, R. J., Gokey, T. C., McGuire, T. I., Sherman, M., and Singer, M. “Can marketing regain the personal touch?” The McKinsey Quarterly, No. 4, 1995, pp. 113-125.
33.Cron, W. L. and Sobol, M. G. “The relationship between computerization and performance: a strategy for maximizang the economic benefits of computerization,” Information & Management, Vol. 6, Iss. 3, 1983, pp. 171-181.
34.Davids, M. ”How to avoid the 10 biggest mistakes in CRM,” Journal of Business Strategy, November 1999, pp. 33-40.
35.DeLone, W. H. “Firm size and the characteristics of computer use,” MIS Quarterly, Vol. 5, Iss. 4, 1981, pp. 65-77.
36.DeLone, W. “Determinants of success for computer usage in small business,” MIS Quarterly, Vol. 12, Iss. 1, 1988, pp. 51-61.
37.Globerman, S. “Technological diffusion in the canadian carpet industry,” Research Policy, No. 4, 1975, pp.129-148.
38.Grover, V. and Goslar, M. D. “The initiation, adoption, and implementation of telecommunications technologies in U.S.,” Journal of Management Information Systems, Vol. 10, Iss. 1, Summer 1993, pp. 141-163.
39.Grover, V., Goslar, M. D., and Segars, A. ”Adopters of telecommunications initiatives: a profile of progressive US corporations,” International Journal of Information Management, Vol. 15, Iss. 1, 1995, pp. 33-46.
40.Hatton Blue, “Customer relationship management,” 1999, available at http://www.crm-forum.com/crm_forum_white_papers/htoha/ppr.htm.
41.Hill, L. “CRM easier said than done,” Intelligent Enterprise, November 1999, pp. 53-55.
42.IDC, “The changing economics of customer relationship,” 1999, available at http://www.crm-forum.com/crm_forum_white_papers/cecr/ppr.htm.
43.Johnston, H. R. and Carrico, S. R. “Developing capabilities to use information strategically,” MIS Quarterly, Vol. 12, Iss. 2, 1988, pp. 153-165.
44.Kalakota, R. and Robinson, M., e-Business: Roadmap for Success, Addison-Wesley, Massachusetts, 1999.
45.Kalakota, R. and Whinston, A. B. and Stone, T., Frontiers of Electronic Commerec, Addison-Wesley, Massachusetts, 1997.
46.Kiani, G. R. “Marketing opportunities in the digital world,” Internet Research: Electronic Networking Applications and Policy, Vol. 8, Iss. 2, 1998, pp. 185-194.
47.Kimberly, J. R. and Evanisko, M. J. “Organizational innovation: the influence of individual, organizational, and contextual factors on hospital adoption of technological and administrative innovations,” Academy of management Journal, Vol. 24, Iss. 4, 1981, pp. 689-713.
48.Linoff, G. S. “The customer lifecycles,” Intelligent Enterprise, November 1999, pp. 9-13.
49.Magic, “The CRM phenomenon,” 2000, available at http://www.crm-forum.com/crm_vp/pnmn/ppr.htm.
50.Mckim, B. and Hughes, A. “How to Measure CRM Success,” Target Market, October 2000, pp. 138-149.
51.Moch, M. K. and Morse, E. V. “Size, centralization and organization adoption of innovations,” American Sociological Review, Vol. 42, Iss. 4, 1977, pp. 716-725.
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.
54.Oracle, “Oracle CRM,” 1999, available at http://www.crm-forum.com/crm_vp/ocrm/ppr.htm.
55.Peppard, J. “Customer relationship management (CRM) in financial services,” European Management Journal, Vol. 18, Iss. 3, 2000, pp. 312-327.
56.Peppers, D., Rogers, M., and Dorf, B. “Is your company ready for one-to-one marketing?” Harvard Business Review, January-February 1999, pp. 151-160.
57.Pine, B. J., Mass Customization: The New Frontier in Business Competition, Harvard Business School Press, Boston, 1993.
58.Porter, M. and Millar, V. E. “How information gives you competitive advantage,” Harvard Business Review, July-August 1985, pp. 149-160.
59.Premkumar, G. and King, W. R. “Organizational characteristics and information systems planning：an empirical study,” Information System Research, Vol. 5, Iss. 2, 1994, pp. 75-109.
60.Premkumar, G., Ramamurthy, K., and Nilakanta, S., “Implementation of electronic data interchange: an innovation diffusion perspective,” Journal of Management Information System, Vol. 11, Iss. 2, Fall 1994, pp. 157-186.
61.Robbins, S. P., Organization Theory: Structure, Design and Application, 3rd ed., Prentice Hall PTR, New Jersey, 1990.
62.Rogers, E. M., Diffusion of Innovations, 3rd ed., Free Press, 1983.
63.Stone, M., Woodcock, N., and Wilson, M. “Managing the change from marketing planning to customer relationship management,” Long Range Planning, Vol. 29, Iss. 5, 1996, pp. 675-683.
64.Thong, J. and Yap, C. S. “CEO characteristics, organizational characteristics and information technology adoption in small business,” Omega, Vol. 23, Iss. 4, 1995, pp. 429-442.
65.Thong, J. “An integrated model of information systems adoption in small businesses,” Journal of Management Information Systems, Vol. 15, Iss. 4, Spring 1999, pp. 187-214.
66.Tornatxky, L. G. and Klein, K. J. “Innovation characteristics and innovation adoption implementation: a meta-analysis of finding,” IEEE Transactions on Engineering Management, Vol. 29, Iss. 1, 1982, pp. 28-45.
67.Tornatzky, L. G. and Fleischer, M., Processes of Technological Innovation, Lexington Books, MA, 1990.
68.Wayland, R. E. and Cole, P. M., Customer Connections: New Strategies for Growth, Harvard Business School Press, Boston, 1997.
69.Wilde, K. D. “CRM systems and users: how do they fit?” 2000, available at http://www.crm-forum.com/crm_conference_output/con-015/ppr.htm.
70.Yap, C. S. “Distinguishing characteristics of organizations using computers,” Information & Management, Vol. 18, Iss. 2, 1990, pp. 97-107.
71.Yap, C. S., Soh, C., and Raman, K. “Information systems success factors in small business,” Omega, Vol. 20, Iss. 5, 1992, pp. 597-609.
72.Zmud, R. “Design alternatives for organizing information systems activities,” MIS Quarterly, Vol. 8, Iss. 2, June 1984, pp. 79-93. |
