請用此 Handle URI 來引用此文件：
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/32724完整後設資料紀錄
| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 黃明蕙(Ming-Hui Huang) | |
| dc.contributor.author | Pei-Hsiang Tsai | en |
| dc.contributor.author | 蔡沛翔 | zh_TW |
| dc.date.accessioned | 2021-06-13T04:14:13Z | - |
| dc.date.available | 2006-07-27 | |
| dc.date.copyright | 2006-07-27 | |
| dc.date.issued | 2006 | |
| dc.date.submitted | 2006-07-25 | |
| dc.identifier.citation | Berry, Leonard L., and Parasuraman, A. Marketing Services-Competing Through Quality, New York: Free Press, 1990.
Dabholkar, P. A., Shepherd, C. D., and Thorpe, D. I. “A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues through a Longitudinal Study,” Journal of Retailing (76:2), 2000, pp. 139-173. Dwyer, R. R., Schurr, P. H., and Oh, S. “Developing Buyer Seller Relationships,” Journal of Marketing (51), 1987, pp. 11-28. Gr | |
| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/32724 | - |
| dc.description.abstract | 近年來，顧客關係管理已成為在全球的企業中被廣泛討論及應用的議題，實施顧客關係管理的主要目的就是希望能更清楚地掌握顧客的需求，以達到產品或服務品質的提升，進而提高顧客的滿意度及企業本身的競爭優勢。本研究提出模型來探討透過顧客關係管理中的機制來達成品質評價的提升。 | zh_TW |
| dc.description.abstract | Prior studies suggest that customer relationship management (CRM) can be a competitive driver for quality differentiation through which firms know customer tastes better. However, how CRM operates to achieve quality differentiation is not addressed in these studies. To fill this gap, the objective of this study is to examine the roles of CRM in quality evaluation. In this study, CRM is conceptualized as a business strategy and is hypothesized to be able to increase both the objective and perceived quality of products through a co-production mechanism, while enhance only the perceived quality through a relational heuristic mechanism. The hypotheses were empirically validated using 123 manager samples from major US firms. Implications for the results and future studies are discussed. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-13T04:14:13Z (GMT). No. of bitstreams: 1 ntu-95-R93725044-1.pdf: 215479 bytes, checksum: cd65b0a7bb80f9aff2b8d24c1a94a11c (MD5) Previous issue date: 2006 | en |
| dc.description.tableofcontents | 中文摘要 2
Thesis abstract 3 Table of Contents 4 List of Figures 5 List of Tables 6 1. Introduction 7 2. Literature Review 7 2.1 Defining CRM 7 2.2 Co-production 8 2.3 Relationship levels 9 2.4 Relational heuristic 11 2.5 The roles of CRM in quality evaluation 11 3. Methodology 13 3.1 Hypotheses 13 3.2 Data 13 3.3 Measurement 14 3.4 Sample Characteristics 15 3.5 Reliability Analysis 16 3.6 Hypothesis Testing 16 4. Discussion and Implications 21 References 23 | |
| dc.language.iso | en | |
| dc.subject | 共同生產 | zh_TW |
| dc.subject | 顧客關係管理 | zh_TW |
| dc.subject | Co-production | en |
| dc.subject | Customer Relationship Management | en |
| dc.title | 管理顧客或提升品質：探索顧客關係管理對品質的影響 | zh_TW |
| dc.title | The role of CRM in quality evaluation | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 94-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 吳玲玲(Ling-Ling Wu),黃恆獎(Heng-Chiang Huang) | |
| dc.subject.keyword | 顧客關係管理,共同生產, | zh_TW |
| dc.subject.keyword | Customer Relationship Management,Co-production, | en |
| dc.relation.page | 24 | |
| dc.rights.note | 有償授權 | |
| dc.date.accepted | 2006-07-25 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 資訊管理學研究所 | zh_TW |
| 顯示於系所單位： | 資訊管理學系 | |
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