题名

e-CRM銀行業服務通路品質管理之研究－以顧客觀點

并列篇名

The Research of e-CRM Banking Service Channel Quality Management-Customer Viewpoint

DOI

10.29999/QM.200805.0017

作者

鄧維兆(W.-J. Deng)；吳欣芳(H.-F. Wu)；蔡志弘(Chih-Hung Tsai)；蔡世傑(S.-J. Tsai)

关键词
期刊名称

品質月刊

卷期/出版年月

44卷5期（2008 / 05 / 01）

页次

70 - 77

内容语文

繁體中文
主题分类 社會科學 > 管理學
参考文献
  1. Binter,Mary Jo(1990).Evaluating Service Encounters. The Effects of Physical Surrounding and Employee Response.Journal of Marketing,54(2),60-81.
  2. Dwyer, F.R.(1980).Channel-member Satisfaction: Laboratory Insights.Journal of Retailing,56(2),45-65.
  3. Gronroos,Christian(1990).Service Management and Marketing Managing the Moments in Truth in Service Competition Lexington.MA:Lexington Books.
  4. John Ott(1999).Successfully development and Implementing Continuous relationship management.e-Business Executive Report.
  5. Miller, J.A.(1977).Studying Satisfaction, Modifying Models, Eliciting Expectation, Posing Problems and Making Meaningful Measurements.Cambridge, Mass:Marketing Science Institute.
  6. Stanley A. Brown(2000).Customer Relationship Management~A Strategic Imperative in the World of e-Business.PRICEWATERHOUSECOOPERS.
  7. 宋榮斌(2003)。碩士論文(碩士論文)。私立東海大學管理碩士在職專班。
  8. 曾湯賢皓(2001)。碩士論文(碩士論文)。國立台灣科技大學管理研究所。
  9. CRM是開源的工具
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