참고문헌
- Armistead, R. and Clark, N.(1992), Customer Service and Support, U.K: Guildford and King's Lynn
- Berry, L. L. and Parasuraman(1991), A Marketing Services: competing through quality, New York: The Free Press
- Bolton, R. N. and Drew, J. H.(1991), 'A Multistage Model of Consumers Assessments of Service Quality and Value,' Journal of Consumer Research, Vol. 17, pp. 375-384 https://doi.org/10.1086/208564
- Chen, W.-H.(2000), Successful Key of CRM, High-quality Customer Information, Taiwan
- Christy, R., Oliver, G., and Penn, J.(1996), 'Relationship Marketing in Consumer Markets,' Journal of Marketing Management, Dec., pp. 175-187
- Churchill, G. A. and Surprenant, C.(1982), 'An Investigation into the Determinants of Customer Satisfaction,' Journal of Marketing Research, Vol. 19, pp. 491-504 https://doi.org/10.2307/3151722
- Cronin, J. J. Jr., Brady, M. K, and Hult, G. T.(2000), 'Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments,' Journal of Retailing, Vol. 76, Iss. 2, pp. 193-218 https://doi.org/10.1016/S0022-4359(00)00028-2
- Dai, D.-W.(2002), 'Effect Aspect of CRM and Resaerch on Customers' Satisfaction-Using Wire Rod of Steel Industry as an Example,' Master's thesis of Department of Marketing and Distribution Management, National Kaohsiung First University of Science and Technology, Taiwan
- Daniel, R. D.(1961), 'Management Information Crisis,' Harvard Business Review, Vol. 39, No. 5, pp. 107-118
- De Meyer, A., Nakane, J., Miller, J. G., and Ferdows, K.(1989), 'Flexibility: The Next Competitive Battle, The Manufacturing Futures Surbey,' Strategic Management Journal, Vol. 10, pp. 135-144 https://doi.org/10.1002/smj.4250100204
- Evans, J. R. and Laskin, R. L.(1994), 'The Relationship Marketing Process: A Conceptualization and Application,' Industrial Marketing Management, Vol. 23, pp. 439-452 https://doi.org/10.1016/0019-8501(94)90007-8
- Fan, Y.-H.(2003), 'Marketing Strategy Application of CRM through Knowledge Acquisition and Management,' Master's thesis of Information Management Department, Chaoyang University of Technology, Taiwan
- Gummesson, E.(1995), 'Truth and Myths in Service Quality,' The Journal for Quality and Participation, Vol. 18, pp. 18-24
- Howard, J. A. and Sheth, J. N.(1969), The Theory of Buyer Behavior, John Willey and Sons, New York
- Hunt, H. K.(1977), 'CS/D- Overview and Future Research Direction: The Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction,' Marketing Science Institute, Cambrige, MA, pp. 455-489
- Jhung, C.-L.(2003), 'Research on Establishment of CRM System- Using Finance Holding Company as an Example,' Master's thesis of Department of Information Management, National Taiwan University, Taiwan
- Kalakota, R. and Robinson, M.(1999), e-Business-Roadmap for success, Addison-Wesley, pp. 114-117
- Kotler, P. and Armstrong, G.(1994), Principles of marketing, Englewood, Cliffs, N.J.: Prentice Hall
- Kotler, P.(1996), Marketing Management: Analysis, Planning, Implementation, and Control, New Jersey: David Borkowsky
- Kotler, P.(1997), Marketing Management: Analysis, Planning, Implementation, and Control, New Jersey: David Borkowsky
- Liang, Rong-hui et al.(2000), 'Operational Strategies of small and medium-sized enterprises,' National Open University Press, Taiwan
- Lovelock, C. H.(1996), Services Marketing, New Jersey: Prentice Hall
- Lyu, C.-C. et al.(2001), 'Strategic Application of Customer Relationship Management,' Quality Control Journal
- MOEA(2003), 'White Book of Small and Medium-sized Enterprise,' Small and medium-sized Enterprise Administration, MOEA, Taiwan
- Monroe, K. B.(1990), Pricing: Making Profitable Decisions, McGraw-Hill, New York
- Morgan, R. M. and Hunt, S. D.(1994), 'The Commitment-trust Theory of Relationship Marketing,' Journal of Marketing, Vol. 58, pp. 20-38
- Morton, J. and Rys, M. E.(1987), 'Price Elasticity Prediction: New Research Tool for the Competitive '80s,' Marketing News, Vol. 21, p. 18
- Oliver, R. L.(1980), 'A PerceivedModel of the Antecedents and Consequences of Satisfaction Decisions,' Journal of Marketing Research, Vol. 17, Iss. 4, p. 460 https://doi.org/10.2307/3150499
- Oliver, R. L.(1981), 'Measurement and evaluation of satisfaction processes in retail settings,' Journal of Retailing, Vol. 57, pp. 25-48
- Perrien, J. and Ricard, L.(1995), 'The Meaning of a Marketing Relationship: A Pilot Study,' Industrial Marketing Management, Vol. 24, pp. 37-57 https://doi.org/10.1016/0019-8501(94)00029-V
- Rapp, S. and Collins, T.(1990), The Great Marketing Trunaround, Prentice-Hall, Englewood Cliffs, NJ
- Robinson, R.(2000), 'Customer relationship management,' Computer World, Vol. 20
- Rogers and Peppers(2001), 'The Relationship-Base Enterprise: Powering Business Success through CRM,' p. 52
- Russell, S. W.(2001), 'A Framework for Customer relationship management,' California management review, Vol. 43. No.4, pp. 91-101
- Tiwana, A.(2001), The Essential Guide to Knowledge Management: E-Business and CRM Applications, Prentice Hall, Upper Saddle River, NJ
- Tsai, Huang-chong(2003), 'Customers' Satisfaction Research of CRM Promotion of the Banks,' Master's thesis of EMBA, College of Management, National Cheng Kung University, Taiwan
- Wang, C. L. and Mowen, J. C.(1997), 'AIM: A New Perspective on Relationship Marketing for Professional Services,' Journal of Professional Services Marketing, Vol. 15, No. 2, pp. 55-6 https://doi.org/10.1300/J090v15n02_05
- Wang, J.-F.(2003), 'Empirical Study of the Effects of Optoelectronics Industry Organizational Culture, Marketing Strategy and CRM on Organizational Performance,' Master's thesis of EMBA, College of Management, Cheng Kung University, Taiwan
- Wayland, R. E. and Cole, P. M.(1997), Customer Connections: New Strategies for Growth, Boston, Harvard Business School Press
- Westbrook, A. R.(1980), 'Intrapersonal Affective Influences on Consumer Satisfaction with Products,' Journal of Consumer Research, Vol. 7, pp. 49-54 https://doi.org/10.1086/208792
- Williams, J.D., Han, S.-L., and Qualls, W. J.(1998), 'A Conceptual Model and Study of Cross-Cultural Business Relationships,' Journal of Business Research, Vol. 42, pp. 135-143 https://doi.org/10.1016/S0148-2963(97)00109-4
- Wu, L.-C.(2002), 'Exploration of Factors Affecting CRM Mechanism - Experimental Design Orientation,' Master's thesis of Department of Business Administration, Dong Hwa University, Taiwan
- Wu, S.-L. et al.(2004), 'Management and Diagnosis Cases of Small and Medium-sized Enterprise,' Yangchih Culture Publisher, Taiwan
- Wu, S.-Y.(2000), 'Research on Enterprise's Introduction of CRM,' Master's thesis of Department of Business Management, National Taipei University, Taiwan
- Yu, C.-S. et al.(2000), 'Growth of Small and Medium-sized Enterprise,' Collected Essays of Taiwan Economy, Linking Publisher, Taiwan
- Zeithaml, A. V.(1988), 'Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,' Journal of Marketing, Vol. 52, pp. 2-22 https://doi.org/10.2307/1251446