參 考 文 獻 1. 羅 伯 克 普 朗 與 大 衛 諾 頓 著, 朱 道 凱 譯 (1999), 平 衡 計 分 卡 : 資 訊 時 代 的 策 略 管 理 工 具, 台 北 : 臉 譜 文 化
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1 參 考 文 獻 一 中 文 參 考 文 獻 1. 羅 伯 克 普 朗 與 大 衛 諾 頓 著, 朱 道 凱 譯 (1999), 平 衡 計 分 卡 : 資 訊 時 代 的 策 略 管 理 工 具, 台 北 : 臉 譜 文 化 2. 范 惟 翔 ( 民 90), 顧 客 知 識 管 理 市 場 導 向 與 行 銷 績 效 之 關 係 研 究, 中 正 大 學 企 業 管 理 研 究 所 博 士 論 文 3. 黃 文 仙 ( 民 91), 顧 客 互 動 強 度 顧 客 知 識 管 理 能 力 及 顧 客 特 性 對 新 產 品 績 效 影 響 之 研 究 - 以 台 灣 資 訊 軟 體 產 業 為 例, 中 原 大 學 企 業 管 理 學 系 碩 士 論 文 4. 傅 清 富 ( 民 89), 知 識 管 理 能 力 對 新 產 品 開 發 績 效 之 影 響, 中 山 大 學 企 業 管 理 研 究 所 博 士 論 文 5. 劉 常 勇 傅 清 富 與 李 書 政 ( 民 90), 知 識 管 理 能 力 對 新 產 品 開 發 績 效 之 影 響, 國 科 會 專 題 研 究 計 畫 6. 劉 常 勇 ( 民 88), 如 何 衡 量 你 的 企 業 智 商, 民 國 94 年 4 月 28 日, 7. 李 祥 豪 ( 民 91), 企 業 知 識 管 理 策 略 與 其 績 效 評 估 - 以 顧 問 業 為 例, 國 立 臺 灣 大 學 資 訊 管 理 研 究 所 碩 士 論 文 78
2 8. 林 婉 君 ( 民 93), 從 企 業 有 關 顧 客 知 識 之 觀 點 探 討 顧 客 關 係 管 理, 國 立 交 通 大 學 管 理 學 院 ( 管 理 科 學 學 程 ) 碩 士 論 文 9. 林 聖 凱 ( 民 93), 電 子 化 商 機 應 用 狀 況 與 企 業 認 知 成 效 之 關 聯, 國 立 政 治 大 學 資 訊 管 理 所 碩 士 論 文 10. 陳 心 瑜 ( 民 90), 顧 客 知 識 管 理 內 容 與 關 係 行 銷 之 研 究, 國 立 中 正 大 學 企 業 管 理 研 究 所 碩 士 論 文 11. 吳 欣 穎 ( 民 89), 企 業 導 入 顧 客 關 係 管 理 之 研 究, 國 立 台 北 大 學 企 業 管 理 碩 士 論 文 12. 安 迅 資 訊 公 司 ( 民 89), 整 合 企 業 經 營 策 略 與 顧 問 關 係 管 理, 電 子 化 企 業, 頁 遠 擎 管 理 顧 問 公 司 ( 民 91), 顧 客 關 係 管 理 深 度 解 析,ARC 遠 擎 管 理 顧 問 公 司 79
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4 17. Gebert, H., Geib, M., Kolbe, L., & Brenner, W. (2003). Knowledge-enabled customer relationship management: Integrating customer relationship management and knowledge management concepts. Journal of Knowledge Management, 7(5), Gold, A. H., Malhotra, A., & Segars, A. H. (2001). Knowledge management: An organizational capabilities perspective. Journal of Management Information Systems, Garcia-Murillo, M., & Annabi, H. (2002). Customer knowledge management. The Journal of the Operational Research Society, 53(8), Blosch, M. (2000). Customer knowledge. Knowledge and Process Management, 7(4), Nonaka, I., & Takeuchi, H. (1995). The knowledge-creating company. New York: Oxford University Press. 22. Nonaka, I., Toyama,R.& Konno, N. (2000). SECI, Ba and Leadership: A unified model of dynamic knowledge creation. Long Range Planning, (33), Reinartz, W., Krafft, M. D., & Hoyer, W. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of Marketing Research, 3(41), Wayland, R. E., & Cole, P. C. (1997). Customer connections: new strategies for growth. Boston: Harvard Business School Press. 25. Gold, A. H., Malhotra, A., & Segars, A. H. (2001). Knowledge management: an organization s capabilities respective. Journal of Management Information System, 18, Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: The customer s perspective. Journal of the Academy of Marketing Science, 26, Sherman, D. J., Souder, W. E., & Jenssen, S. A. (2000). Differential effects of the primary forms of cross functional integration on product development cycle time. Journal of Product Innovation Management, 17, Storey, C., & Easingwood, C. J. (1999). Types of new product performance: Evidence form the consumer financial services sectors. Journal of Business Research, 46, Swift, R. S. (2001). Accelerating customer relationships. New Jersey: Prentice Hall. 30. Winer, R. S. (2001). A framework for customer relationship management. California Management Review, 43,
5 31. Spendolini, M. J. (1992). The benchmarking book. New York: AMACOM. 32. Chen, J. S., & Ching, R. K. H. (2004). An empirical study of the relationship of it intensity and organizational absorptive capacity on CRM performance. Journal of Global Information Management, 12(1), Souder, W. E., Sherman, J. D., & Davies-Cooper, R. (1998). Environmental uncertainty, organizational integration, and new product development effectiveness: A test of contingency theory. Journal of Product Innovation Management, 15(6), Peter, F. D. (2003). Managing in the next society: Beyond the information revolution, New York: St. Martin's Press. 35. Mckim, B., & Hughes, A. (n.d.). How to measure CRM success. Retrieved June 7, 2005, from Anderson Consulting. (1999). CRM investments finally ring true. Retrieved March 13, 2002, from /art-071/ppr.htm 37. Kalakota, R., & Robinson, M. (1999). e-business: Roadmap for success. Berkeley: Addison-Wesley. 38. IDC (1999). The changing economics of customer relationship. Retrieved March 7, 2002, from /cecr/ppr.htm 39. Wiig, K. M. (1993). Knowledge management foundation. Schema Press. 82
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