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1.WSTS 2019 WSTS has published the Q4 2018 semiconductor market figures https://www.wsts.org/76/103/WSTS-has-published-the-Q4-2018-semiconductor-market-figures 一、中文 1. Jeff Sweat(2000),「面面俱到的客戶服務」,e-CIO 資訊傳真周刊,六月,pp.57。 2. NCR(2000),「客戶導向時代的企業智慧腦」,資訊與電腦,七月,pp.50-52。 3. 古永嘉(1996),「企業研究方法」,台北:華泰,pp.53-55。譯自Donald R. Cooper,C. William Emory。 4. 吳行健(2001),「顧客關係管理CRM」,管理雜誌,322 期,四月,p.45。 5. 吳欣穎(2000),企業導入顧客關係管理之研究,台北大學企業管理研究所未 出版碩士論文。 6. 吳思華(2000),策略九說,臉譜,pp.236。 7. 汪國昀(2000),「發展客戶關係管理之道」,e-CIO 資訊傳真周刊,三月,P.64。 8. 吳震明、黃瓊慧(2000),「企業的競爭利器---CRM 服務管理系統」,經營決策論壇,22 期,10 月,叡揚資訊,pp.26-27。 9. 呂麗琴(2000),證券商網站採行客戶縣係管理系統之研究,淡江大學資訊管 理學研究所未出版碩士論文。 10. 林玫君(2000),「企業的核心價值---CRM 銷售管理系統」,經營決策論壇,22 期,10 月,叡揚資訊,pp.23-25。 11. 季延平(1999),「認清CRM 的真貌」,資訊與電腦,五月,pp.57-61。 12. 邱怡佳(1988),整合性行銷傳播視劃模式之研究-以消費性產品為例,政治 學企業管理研究所未出版碩士論文,pp.10。 13. 洪順慶(民84),"一對一獲取顧客終身價值", 工商時報,33 版,12 月21 日。 14. 洪順慶(1995),「保證品質信號發射理論之消費者面實證」,中山管理評論第3卷第2 期,pp.1-23。 15. 陳文華(1999),「應用資料倉儲系統建立CRM」,資訊與電腦,五月,pp.122-127。 16. 陳文華(2000),「運用資料倉儲技術於顧客關係管理」,能力雜誌,一月, pp.132-138。 17. 組合國際(2000),「資料倉儲與供應鏈管理的結合應用」,資訊與電腦,九月,PP.127-129。 18. 張世敏譯(2000),「掌握與客戶的關係」,e-CIO 資訊傳真周刊,八月二十八日,pp.48-51。 19. 陳惠媚(2001),「紙上研討會利用Call Center 做好客戶關係管理」,資訊與電腦,二月,p.83。 20. 郭恬如(1999),虛擬社區顧客輪廓資料、關係行銷及其隱私權議題,政大企 管研究所未出版碩士論文。 21. 曹偉玲(1999),整合行銷傳播(MIC)在有線電視頻道的應用研究,政治大學廣告研究所未出版碩士論文,PP.33-35。 22. 郭瓊隆(1999),整合行銷傳播規劃在網路行銷上應用- 以台灣電子商店為 例,輔仁大學大眾傳播研究所未出版碩士論文,pp.30-47。 23. 程曦資訊(2001),「CTI 應用在Web 之客戶中心」,通訊雜誌,四月,pp.70-75。 24. 楊榮宗(1998),「資料處理技術應用新風雲-資料倉儲(Data Warehousing)與資料採擷(Data Mining)」,育達學報,十二月,pp.149-157。 25. 楊國樞、文崇一、吳聰賢、李亦園(1989),社會及行為科學研究法,六刷, 台北:東華書局,pp.135-158。 26. 遠擎管理顧問公司(2001),顧客關係管理深度解析,台北:遠擎,p.115。 27. 蔡美瑛、陳蕙芬(1998),「整合行銷傳播在高科技產業行銷上之應用-以 Computex Taipei’96 英代爾(Intel)公司參展個案為例」,民意研究季刊,204:pp.46-62。 28. 劉勇麟,(2000),「企業的利基來源---CRM 行銷管理系統」,經營決策論壇,22 期,10 月,叡揚資訊,pp.28-31。 29. 盧玉鈴(1999),網際網路與基督教傳播機構的跨媒體結合-從整合行銷傳播 的角度探討,政大廣電研究所未出版碩士論文,p.48 30. 盧坤利,(2000),台灣地區企業採用顧客關係管理系統之影響因素研究,台 灣大學商學研究所未出版碩士論文。 31. 戴雨蘋(1999),從關係行銷之觀點探討買賣雙方關係-台灣地區半導體產業 之實證研究,中正大學企業管理研究所未出版碩士論文,p.30。 32. 蕭正平(2000),顧客關係行銷的發展與實務,台大商學研究所未出版碩士論 文。 33. 聯慷科技(2001),「從傳統CTI 到Web Enable」,,通訊雜誌,四月,pp.76-78。
二、英文 1. Anil, B. (1999), "Customer Relationship Management", 1st ed., toolbox Portal for CRM. 2. Armstrong, G. & P. Kotler (2000), "Marketing: An Introduction ", 5th ed., Prentice Hall, New-Jersey. 3. Bagozzi, R. P. (1995), " Reflections on Relationship Marketing in Consumer Markets", Journal of the Academy of Marketing Science, Fall,pp.272-277. 4. Berry, L. L. (1983), "Relationship Marketing, Emerging Perspective on Service Marketing", American Marketing Association, pp.25-28. 5. Berry, L. L. & A. Parasuraman (1991), "Marketing Service-Competing Through Quality", New York: The Free Press. 6. Berry, L. L. (1995), "Relationship Marketing of Services-Growing Interest,Emerging Perspectives", Journal of the Academy of Marketing Science, Fall, pp.236-245. 7. Bitner, M. J. (1995), "Building Service Relationships: It's All About Promises,Journal of the Academy of Marketing Science" , No.4, 1995, pp.246-251. 8. Blattberg, R. C. & J. Deighton (1991), "Interactive Marketing: Exploiting the Age of Addressability", Solan Management Review, Fall 1991,pp.5-14. 9. Blattberg, R. A. & J. Deighton (1996), "Manage Marketing by the Customer Equity Test",Harvard Business Review, July-August, pp.136-144. 10. Copulsky, J. R. & M. J. Wolf (1990), "Relationship marketing: Position for the Future", Journal of Business Strategy, July/August, pp.16-20. 11. David Shepard Associates, Inc (1995), "The Mew Direct Marketing: How to Implement Profit-Driven Database marketing Strateg", 2nd de., Burr Ridge:Illinois. 12. Duncan, T. (1993),"To fathom integrated marketing, divel", Advertising Age, Vol:64, Oct, 11, 1993. 13. Duncan, T. & C. Caywood (1994), "The Concept, Process, and Evolution of Integrated Marketing Communication, Integrated Communication: Synergy of Persuasive Voices" , Publishers Mahwah, New Jersey,1996. 14. Duncan, T. & C. Caywood (1996), "The Concept, Process, and Evolution of Integrated Marketing Communication, Integrated Communication ", Advertising Age, Vol: 64, Oct. 11. 15. Fletcher, K., G. Wright & C. Desai (1996), "The Role of Organizational Factors in the Adoption and Sophistication of Database Marketing in the UK Financial Services Industry", Journal of Direct Marketing, 10(1), pp.10-21. 16. Foster, J. (1990), "Working Together: how companies are integrating their corporate communications", Public Relations Journal, pp.18-19. 17. Frost, R. D. (1999), Marketing on the Internet: principles of online marketing,New Jersey, Prentice Hall. Inc.p.225. 18. Goordon, S. L. (1999), "CRM: aka, the Intelligen Enterprise ? ", intelligent Enterprise, November 16, p.p. 8-13. 19. Gronroos, C. (1990),"Relationship Approach to Marketing in Service Contexts:The Marketing and Organizational Behavior Interface", Journal of Business Rebenrch, January , pp.3-11. 20. Gronroos, C. (1994), "From Marketing Mix to Relationship Marketing:Toward a Paradigm Shift in Marketing", Management Decision, Vol.32, No2. pp.8-20. 21. Hughes, A. M. (1996), "The Complete Database Marketer", Revised ed., Chicago: IRWIN Publishing. 22. Jackson, R. R. & P. Wang (1994), "Strategic Database Marketing", Dhicago:Mtc Publishing. 23. Kalakota, R. & M. Robinson (1999), "e-Business: Roadmap for Success", 1st ed.,U.S.A.: Mary T. O’Brien. 24. Knilans, G. (1997), "Database Marketing: Fad, Fantasy or Realty ? ", Journal of Direct Marketing, May 1997,pp.48-51. 25. Kotler, P. (1994), " Marketing management: analysis, planning, implementation,and control", New Jersey : Prentice-Hall, Englewood Cliffs. 26. Kotler, P. (1998), "Marketing management: analysis, planning, implementation,and control", 9thed., Englewood Cliffs: Prentice-Hall, Inc. 27. Lim, K. K., P. Ahmed & M. Zairi, (1999), "Managing for Quality through Knowledge Management”, Total Quality Management, Jul, ppl.615-621. 28. Levins, I. (1998), "One-On-One Relationship Marketing Comes Of Age ", Journal of Medical & Media, June. pp.44-52. 29. Magretta, J. (1998), "The power of virtual integration: An interview with Dell Computer’s Michael Dell", Harvard Business Review, Mar/Apr, pp. 72-84. 30. Morgan, R. M. & S. D. Hunt (1994) commitment-trust theory of relationship marketing", Journal of Marketing, July, p20-p38. 31. O’Dell C., Grayson J. & N. Essaides, (1998), If only we knew what we know, The free press. 32. Parasuraman, A., V. A. Zethaml & L. L. Berry (1991), " Refinement and Reassessment of the SERVQUAL Scale", Journal of Retailing 67(4) Winter:420-450. 33. Payne, et al. (1995), Relationship Marketing for Competitive Advantage, Oxford:Butter-Worth-Heinemann. 34. Peppers, D. & M. Rogers (1993), The One to One Future, Raphael Sagalyn, Inc. (謝晶瑩譯) 35. Pepper, D., M. Rogers & B. Dorf (1999),"Is your company ready for one to one marketing?", Harvard Buciness Review, Jan/Feb,pp.151-160. 36. Robinson, R. (2000b). "Vendors scramble in a fractured CRM market".Computerworld. 37. Schultz, D.E. (1993),"Integrated marketing communications: Maybe definition is in the point view ", Marketing news, Vol: 27, Jan.18, p17. 38. Seybold, P. B. (2000), ,"Customer. Com: how to create a profitable business strategy for the internet and beyond ", Patricia Seybold Group, Inc.(謝偉勛譯) 39. Shani, D. & S. Chalasani (1992), "Exploiting Niches Using Relationship Marketing", Journal of Consumer Marketing, Summer. pp.33-42. 40. Shaw, R., & M. Stone (1990), "Database Marketing", Aldershot: gower Publishing. 41. Sheth, J. N., & A. Parvatiyar (1995), "Relationship Marketing in Consumer Markets: Antecedents and Consequences", Journal of the Academy of Marketing Science, No. 23(fall), pp. 255-271. 42. Stone, M. & N. Woodcock (1996), "Relationshiip Marketing", Kogan Page Ltd. 43. Surprenant, C. F. & M. R. Solomon (1987), "Predictability and Personalization in the Service Encounter", Journal of Marketing, 51: pp. 86-96. 44. Terence, A. S. (1997) Advertising, Promotion, and Supplemental Aspects of Integrated Marketing communication, 4th ed., The Dryden Press. 45. Wayland, R. E. & P. M. Cole (1997), Customer Connections:New Strategies for Growth, Harvard Business School Press. 46. Williams, J. D., S. L. Han & W. J. Qualls (1998), " A Conceptual Model and Study of Corss-Cultural Business Relationships", Journal of Business Research, pp.135-143.
三、網站 1. Commerce Net,「網際網路對於客戶服的衝擊」、「漫談CRM 架構及義」,http://www.nii.org.tw。 2. Lycos Asia 財經頻道,「21 世紀-顧客導向的世紀楮重CRM 規畫」, http://tw.finance.lycosasia.com。 3. 13 資訊傳真週刊,民國八十九年一月,http://ifw.infopro.com。 4. 13 經濟部商業自動化計劃-網際發路商業應用四年計劃,「電子商務導 航」,第二卷第十三期,http://www.ec.org .tw。 5. 叡揚資訊,http://www.gss.com.tw。 6. 電 子 商 務 資 訊 網 ,「淺談CRM - 顧客關係管理概念」, http://www.e21times.com。
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