1 |
김인순, "가트너, 올해 CRM 성장세 가장 클 것", Etnews, 2009.
|
2 |
김형수, 김영걸, 박찬욱, "고객관계관리 전략: 원리와 응용", 1판, 사이텍 미디어, 2009.
|
3 |
김형수, 박찬욱, "AHP 기법을 활용한 CRM 평가요소의 상대적 중요도 분석", CRM 연구, 제1권, 제1호(2006), pp.3-22.
|
4 |
김환민, 정도현, 김혜선, 신기정, "과학기술 정보서비스 고객 세분화와 마케팅에 대한 연구", 한국정보관리학회, 제15회 학술대회 논문집 (2008), pp.81-88.
|
5 |
김희웅, 곽기영, "CRM 시스템 구현 성공 메커니즘에 관한 탐색적 연구", 한국경영과학회지, 제29권, 제1호(2004), pp.1-16.
|
6 |
박찬식, 김원태, "건설 프로젝트의 효율적 품질 관리체계 구축을 위한 총체적 품질 향상 프로세스", 대한건축학회, 제15권, 제8호(1999), pp.101-109.
|
7 |
박찬욱, 김형수, "CRM 활동에 영향을 미치는 요인들에 대한 탐색적 연구", 마케팅관리연구, 제13권, 제1호(2008), pp.69-92.
|
8 |
백인희, "PDCA Cycle 적용을 통한 건설현장 품질관리에 관한 사례연구", 한국건축시공학회지, 제8권, 제1호(2008), pp.49-56.
|
9 |
성도경, "행정 서비스의 고객지향성 평가", 한국사회와 행정연구, 제14권, 제4호(2004), pp. 97-122.
|
10 |
송광행, "서베이 연구의 특성", 고시연구사, 제32권, 제12호(2005), pp.328-333.
|
11 |
오정숙, "국내외 CRM 시장의 현황, 전망 및 문제점", KISDI IT FOCUS, 2001.
|
12 |
이문규, "e-SERVQUAL:인터넷 서비스 품질의 소비자 평가 측정 도구", 마케팅연구, 제17권, 제1호(2002), pp.73-95.
|
13 |
이현수, 채영일, "고객지식의 획득/활용과 고객 관계관리에 영향을 미치는 요인", 경영과학, 제22권, 제1호(2005), pp.127-148.
|
14 |
이환범, 송건섭, 김병문, "지방공기업의 경영성과관리와 평가지표개발:자료포락분석(DEA)에 의한 효율성 측정", 한국사회와 행정연구, 제5권, 제4호(2005), pp.275-298.
|
15 |
임춘성, 유은정, 문형준, "KPI 기반의 정보화 수준진단 방법론 개발 및 적용", Entrue Journal of Information Technology, 제5권, 제2호(2006), pp.21-32.
|
16 |
정현주, 고준, 김영걸, "고객관계관리(CRM)에서 고객정보/고객지식 품질에 영향을 미치는 요인:서비스 산업을 중심으로", 경영과학, 제19권, 제2호(2002), pp.1-23.
|
17 |
지동현, "은행수익의 새로운 성장엔진으로서 교차판매의 중요성", 주간 금융 브리프, 제14권, 제3호(2005).
|
18 |
지용, 이종학, "CRM 도입에 관한 고려사항 및 구축사례 연구", 데이터베이스 연구, 제17권, 제1호(2001), pp.37-49.
|
19 |
이광표, "올해 전세계 SaaS 매출, 21% 성장 예상", EBN 산업뉴스, 2011.
|
20 |
Bharadwaj, S.G., P.R. Varadarajan, and J. Fahy, "Sustainable competitive advantage in service industries:A conceptual model and research," Journal of Marketing, Vol.27, No.4 (1993), pp.83-99.
|
21 |
Brewton, J. and W. Schiemann, "Measurement: The missing ingredient in today's CRM strategy," Cost Management, Vol.17, No.1 (2003), pp.5-14.
|
22 |
Dorothy, L.B. and D. Isabelle, "Managerial influence in the implementation of new technology," Management Science, Vol.34, No.10 (1988), pp.1252-1265.
DOI
ScienceOn
|
23 |
Dyche, J., "The CRM handbook:A business guide to customer relationship management," Addison-Wesley, Boston, MA, (2002), pp.19-27.
|
24 |
Grembergen, W.V. and R.V. Bruggen, "Measuring and improving corporate information technology through the balanced scorecard technique," Forth European Conference on the evaluation of Information Technology, Paris, France(1997), pp.163-171.
|
25 |
Gupta, S., D.R. Lehmann, and J.A. Stuart, "Valuing customers," Journal of Marketing Research, Vol.41, No.1(2004), pp.7-18.
DOI
ScienceOn
|
26 |
Heskett, J.L, T.O. Jones, G.W. Loveman, W.E. Sasser, and L.A. Schlesinger, "Putting the service-profit chain to work," Harvard Business Review, (1994), pp.164-174.
|
27 |
Hevner, A.R., S.T. March, J. Park, and S. Ram, "Design science in information systems research," MIS Quarterly, Vol.28, No.1(2004), pp.75-105.
DOI
|
28 |
Kim, H.S. and Y.G. Kim, "A CRM performance measurement framework:Its development process and application," Industrial Marketing Management, Vol.38, No.4(2009), pp.477-489.
DOI
ScienceOn
|
29 |
Jain, R., S. Jain, and U. Dhar, "Measuring customer relationship management," Journal of Service Research, Vol.2, No.2(2003), pp.97-109.
|
30 |
Kellen, V., "CRM measurement frameworks," Chicago:Blue Wolf and DePaul University, 2002.
|
31 |
Kim, J., H. Suh, and H. Hwang, "A model for evaluating the effectiveness of CRM using the balanced scorecard," Journal of Interactive Marketing, Vol.17, No.2(2003), pp.5-19.
DOI
ScienceOn
|
32 |
Lebas, M.J., "Performance measurement and performance management," International Journal of Production economics, Vol.41, No.1/3 (1995), pp.23-35.
DOI
ScienceOn
|
33 |
Lee, H., W. Kwak, and I. Han, "Developing a business performance evaluation system:An analytic hierarchical model," The Engineering Economist, Vol.40, No.4(1995), pp.343-357.
DOI
ScienceOn
|
34 |
Lindgreen, A., R. Palmer, J. Vanhamme, and J. Wouters, "A relationship management assessment tool:Questioning, identifying, and prioritizing critical aspects of customer relationships," Industrial Marketing Management, Vol.35, No.1(2006), pp.57-71.
DOI
ScienceOn
|
35 |
Maselli, J., "People problems," Information Week, Vol.845(2001), pp.35-39.
|
36 |
Oliver, R.L., "A cognitive model of the antecedents and consequences of satisfaction decisions," Journal of Marketing Research, Vol.17, No.4(1980), pp.460-469.
DOI
ScienceOn
|
37 |
Olson, E.M. and S.F. Slater, "The balance scorecard, competitive strategy, and performance," Business Horizons, Vol.45, No.3(2002), pp.11-16.
DOI
ScienceOn
|
38 |
Reid, A. and M. Catterall, "Invisible data quality issues in a CRM implementation," Database Marketing and Customer strategy Management, Vol.12, No.4(2005), pp.305-314..
DOI
ScienceOn
|
39 |
Park, C.H. and Y.G. Kim, "A framework of dynamic CRM:Linking marketing with information strategy," Business Process Management Journal, Vol.9, No.5(2003), pp.652-671.
DOI
ScienceOn
|
40 |
Peppers, D. and M. Rogers, Managing customer relationships:A strategic framework, John Wiley and Sons, Inc., Hoboken, New Jersey, 2004.
|
41 |
Reinartz, W., M. Krafft, and W.D. Hoyer, "The customer relationship management process: Its measurement and impact on performance," Journal of Marketing Research, Vol.41, No.3(2004), pp.293-305.
DOI
ScienceOn
|
42 |
Rigby, D.K. and D. Ledingham, "CRM done right," Harvard Business Review, Vol.82, No.11(2004), pp.118-129.
|
43 |
Rigby, D.K., F.F. Reichheld, and P. Schefter, "Avoid the four perils of CRM," Harvard Business Review, Vol.80, No.2(2002), pp.101-109.
|
44 |
Roberts, M.L., R.R. Liu, and K. Hazard, "Strategy, technology and organizational alignment: Key components of CRM success," Database Marketing and Customer Strategy Management, Vol.12, No.4(2005), pp.315-326.
DOI
ScienceOn
|
45 |
Rust, R.T., K.N. Lemon, and V.A. Zeithaml, "Return on marketing:Using customer equity to focus marketing strategy," Journal of Marketing, Vol.68, No.1(2004), pp.109-127.
DOI
ScienceOn
|
46 |
Srivastava, R.K., T.A. Shervani, and L. Fahey, "Marketing, business processes, and shareholder value:An organizationally embedded view of marketing activities and the discipline of marketing," Journal of Marketing, Vol.63, No.4(1999), pp.168-179.
DOI
ScienceOn
|
47 |
Wilson, H., E. Daniel, and M. McDonald, "Factors for success in customer relationship management systems," Journal of Marketing Management, Vol.18, No.1/2(2002), pp.193-219.
DOI
|
48 |
Woodcock, N., "Does how customers are managed impact on business performance?," Interactive Marketing, Vol.1, No.4(2000), pp.375-389.
DOI
ScienceOn
|
49 |
Winer, R.S., "A framework for customer relationship management," California Management Review, Vol.43, No.4(2001), pp.89-105.
DOI
ScienceOn
|
50 |
Wind, Y. and T.L. Saaty, "Marketing applications of the analytic hierarchy process," Management Science, Vol.26, No.7(1980), pp. 641-658.
DOI
ScienceOn
|
51 |
Zablah, A.R., D.N. Bellenger, and W.J. Johnston, "An evaluation of divergent perspectives on customer relationship management:Towards a common understanding of an emerging phenomenon," Industrial Marketing Management, Vol.33, No.6(2004), pp.475-489.
DOI
ScienceOn
|