基于平衡计分卡之汽车营销通路绩效改善策略及其实证研究—经销商之讨论观点
|
摘要
在体验经济盛行的现今，企业应以「管理」观点有系统的管理、执行与追踪顾客体验，以迅速掌握顾客信息、了解顾客需求并为顾客创造价值。而营销通路组织的有效配合为现今企业经营之成功关键，通路组织透过作业流程改善、通路整合，及快速与弹性应变、客制化服务等功能，留住旧有顾客并提升顾客价值。本研究以平衡计分卡概念分析台湾汽车产业通路组织，并以经销商观点探讨通路组织文化契合对其策略配合、顾客关系管理之影响进而提升顾客价值与经营绩效间的关系模式。
本研究采实务访谈与问卷调查法，以台湾四大汽车品牌Ford、Honda、Nissan与Toyota之经销商的中、高阶主管作为本研究访谈及问卷发放之对象，共寄发65份问卷，有效回收31份问卷。问卷回收后再利用SPSS 10.0统计软件进行t检定分析、因素分析、回归分析及径路分析、K-W检定等分析方法，来验证本研究之假设。研究结果显示，汽车代理商与经销商在学习文化、顾客导向文化、执行文化等组织文化之契合度越高时则越有益于营销、售后服务与创新等策略之执行配合及顾客关系管理；当组织具备高度策略配合能力时将使通路透过顾客关系管理与顾客价值提升之影响将可使得经销商获得较高的经营绩效。
In an era where experience economy is prevailing, enterprises should manage, operate, and trace customer experience systematically through the aspect of "management", then the promise of customer information, customer value analysis and customization are now possible. Effective compatibility among marketing channel organizations has become a key to success in current business managing, through incorporating process improvement, channel management, elastic response, and tailored service, channel organizations are able to retain existing ones, acquire new customers, and create their lifetime value. In this study, a balance scorecard is used to analyze the channel organizations of automobile industries in Taiwan, and the affect of culture fit on strategic fit and customer relationship management are discussed to understand the relationship model between organization performance and customer value.
The Interview and questionnaire survey research method are applied in this study. The research subjects are the middle and high level managers of the four top leading car dealers in Taiwan market, including Ford, Honda, Nissan, and Toyota. 65 questionnaire surveys are mailed to these managers and 31 usable responses are gathered. The responses are conducted with a series of analyses, including t-test, factor analysis, regression analysis, path analysis and K-W test using the SPSS 10.0 software. These analyses are used to prove the assumptions in this study. The result shows that the more compatible automobile agents and sellers perform in terms of organizational cultures, such as learning culture, customer-oriented culture, operating culture, the better it benefits the customer relationship management and operational fit of strategies, such as marketing, post-sale service, and innovation; and when organizations possess greater strategic fit capability, customer relationship management and customer value is increased through the channel, and eventually, automobile sellers have better managing performance.
本研究采实务访谈与问卷调查法，以台湾四大汽车品牌Ford、Honda、Nissan与Toyota之经销商的中、高阶主管作为本研究访谈及问卷发放之对象，共寄发65份问卷，有效回收31份问卷。问卷回收后再利用SPSS 10.0统计软件进行t检定分析、因素分析、回归分析及径路分析、K-W检定等分析方法，来验证本研究之假设。研究结果显示，汽车代理商与经销商在学习文化、顾客导向文化、执行文化等组织文化之契合度越高时则越有益于营销、售后服务与创新等策略之执行配合及顾客关系管理；当组织具备高度策略配合能力时将使通路透过顾客关系管理与顾客价值提升之影响将可使得经销商获得较高的经营绩效。
In an era where experience economy is prevailing, enterprises should manage, operate, and trace customer experience systematically through the aspect of "management", then the promise of customer information, customer value analysis and customization are now possible. Effective compatibility among marketing channel organizations has become a key to success in current business managing, through incorporating process improvement, channel management, elastic response, and tailored service, channel organizations are able to retain existing ones, acquire new customers, and create their lifetime value. In this study, a balance scorecard is used to analyze the channel organizations of automobile industries in Taiwan, and the affect of culture fit on strategic fit and customer relationship management are discussed to understand the relationship model between organization performance and customer value.
The Interview and questionnaire survey research method are applied in this study. The research subjects are the middle and high level managers of the four top leading car dealers in Taiwan market, including Ford, Honda, Nissan, and Toyota. 65 questionnaire surveys are mailed to these managers and 31 usable responses are gathered. The responses are conducted with a series of analyses, including t-test, factor analysis, regression analysis, path analysis and K-W test using the SPSS 10.0 software. These analyses are used to prove the assumptions in this study. The result shows that the more compatible automobile agents and sellers perform in terms of organizational cultures, such as learning culture, customer-oriented culture, operating culture, the better it benefits the customer relationship management and operational fit of strategies, such as marketing, post-sale service, and innovation; and when organizations possess greater strategic fit capability, customer relationship management and customer value is increased through the channel, and eventually, automobile sellers have better managing performance.
引文
1、ITIS产业信息服务网http://www.itis.org.tw/
2、大前研一(1987)，策略家的智慧，台北，长河出版社
3、日本人力资源学院(2001)，CRM战略执行手册，台北，远擎。
4、李成岳译(LeBoeuf着)(1990)，「如何永远赢得顾客」。台北，中国生产力中心。
5、李明译(2003)，Larry Bossidy、Ram Charan合着，执行力(execution)—没有执行力，哪有竞争力，初版，天下文化出版社。
6、李效杰(2003)，”台湾行动电话产业物流营运模式及其绩效之研究”，中原大学企业管理研究所硕士论文。
7、李慕芸(2001)，顾客关系管理深度解析，台北，远擎顾问管理公司，第4-107页。
8、江淑娟(1998)，”通路伙伴关系整合模型之研究—以中小企业为实证”，国立云林科技大学企业管理系硕士班硕士论文。
9、余荣辉(2000)，”汽车产业竞争策略之研究—以和泰汽车为例”，国立中山大学高阶经营研究所硕士论文。
10、吕佩桦(2002)，”应用知识管理强化顾客关系管理之研究—以保险业为例”，彰化师范大学商业教育学研究所硕士论文。
11、吴明隆(2000)，SPSS统计应用实务，台北，松岗。
12、吴欣颖(2000)，”企业导入顾客关系管理之研究”，国立台北大学企业管理研究所硕士论文。
13、吴思华(2000)，策略九说，台北，脸谱出版社股份有限公司。
14、林芸贞(2000)，”网际商务之顾客价值探讨～以图书出版产品为例”，东华大学企管研究所硕士论文。
15、吴万益、蔡明田(1993)，“中美日企业竞争优势与经营策略之比较研究”，国科会研究报告。
16、林育庆(2002)，“大陆汽车业经销通路之研究”，淡江大学中国大陆研究所硕士班(经济贸易组)硕士论文。
17、林珏如(2004)，“内部营销、工作投入与顾客关系管理对大陆籍员工顾客导向行为影响之研究"，大叶大学国际企业管理学系硕士在职专班硕士论文。
18、林义屏，(2001)，”市场导向、组织学习、组织创新与组织绩效间关系之研究—以科学园区信息电子产业为例”，国立中山大学企业管理学系博士论文。
19、林杰斌、陈湘、刘明德(2000)，SPSS 11统计分析实务设计宝典，博硕文化有限公司。
20、周庭锐(2000)，”顾客价值管理与顾客忠诚度的建立”，电子化企业经理人报告，第21-29页。
21、周庭锐、陈淑青(2000)，”台湾西式快餐『顾客价值阶梯初探』-Parasuraman顾客价值观测架构的初步量化验证”，高雄第一科技大学营销与流通管理研究所硕士论文。
22、郭基元(1999)，汽车怎么卖，中国汽车工业营销模式研讨会会议数据，北京，亚飞汽车总裁。
23、陈文华(2000)，顾客关系管理成功关键—高质量的顾客数据，能力杂志， 第132-135页。
24、陈顺宇(1998)，多变量统计分析，华泰书局。
25、陈威亚(2003)，”大学生游学产品意象、知觉价值与满意度之研究”，南华大学旅游事业管理研究所硕士论文。
26、陈晓开(1999)，整理McKinsey & Company，Inc．董事John Ott于台湾第一届「顾客关系管理研讨会」之专题演讲：成功地发展及执行持续性的关系营销，电子化企业：经理人报告，第3期，11月，第26-30页。
27、陈晓开(译)(2003)，客户关系管理手册(Jill Dyche原著，The CRM handbook：A business guide to customer relationship management)，台北，台湾培生教育。
28、陈毅明(2003)，”销售服务业的人力资源管理活动对顾客关系管理效益之影响—以医疗销售业为例”，国立中山大学人力资源管理所硕士在职专班未出版硕士论文，
29、黄贞绣(2003)，“顾客服务中心对于企业经营绩效影响之研究”，大叶大学事业经营研究所硕士论文，
30、黄俊英、林震岩(1994)，SAS精析与实例，台北，华泰书局。
31、曾玉明(1998)，(传奇的诞生—从加工出口区到新竹科学园区)，《能力杂志》，4月号。
32、张仁琪、高汉初合着(2001)，世界汽车工业，北京，中国经济出版社。
33、张绍勋、张绍评、林秀娟(2000)，SPSS for Windows统计分析(上、下册)，四版，松岗计算机图书数据股份有限公司。
34、汤明哲(2003)，策略精论．基础篇，台北，天下远见出版。
35、温石松(2001)，”顾客价值与网络忠诚度之关系”，国立中兴大学企业管理研究所硕士论文。
36、詹姆斯．巴恩斯(James G．Barnes)着(2002)，跟顾客搏感情：街坊小店学来的顾客关系管理，陈正芬、林宜萱译，美商麦格罗．希尔国际股份有限公司。
37、杨伟智(2000)，”以关系管理观点探讨新产品开发绩效之研究”，静宜大学企业管理学系硕士论文。
38、杨锦洲(2001)，「特别报导：质量发展更上层楼，从摩托罗拉6σ到奇异6σ」，纵效，156期，第16-17页。
39、郑平山(2000)，”营销通路结构与消费者满意度之关系．以台湾地区小型汽车营销体系为例”，成功大学国际企业研究所硕论文。
40、郑伯埙等人(1997)，”台湾企业网络中的对偶关系：关系形成与关系效能”，中华心理学刊，第十卷，第三十九期，第75-92页。
41、郑伯埙、郭建志(1993)，”组织价值观与个人效能：符合度研究途径”，中央研究院民族学研究所集刊，第七十五期，第69-103页。
42、郑清祥(1991)，”企业文化类型、企业策略与财务绩效之关系研究．台湾制造业实证研究”，国立中山大学企业管理研究所硕士论文。
43、刘峰旭(2004)，”台湾厂商大陆市场进入模式及经营绩效之研究—交易成本理论、制度理论与行为决策理论之整合分析”，铭传大学国际企业研究所硕士论文。
44、欧洲汽车业竞争力提高方案关注中国政策环境(中国汽车报2006年01月12日)。
45、谢文浩(2003)，”中心厂与协力厂对顾客关系管理能力之实证研究—以制鞋 机械产业为例”，朝阳科技大学工业工程与管理研究所硕士论文。
46、谢见佑(2004)，“从顾客关系管理活动探讨如何提升顾客满意度—以邮局国内快捷为例”，长荣大学经营管理研究所硕士论文。
47、锺振辉(1998)，”企业文化、组织绩效、制造策略与经营绩效之关系研究”，国立成功大学企业管理学系论文，未出版，台南市。
48、简清隆(2000)，”台湾汽车营销通路组织选择之研究”，私立大叶大学事业经营研究所硕士论文。
49、简清隆(2001)，”台湾汽车营销通路组织选择之研究”，大叶大学事业经营研究所硕士论文。
50 、 Abbott, L. (1995), Quality and competition, New York: Columbia University Press.
51 、 Abraham, S. (2005), Stretching strategic thinking, Strategy & Leadership.Chicago.Vol.33, Iss.5,p.p.513.
52 、 Acxiom, C. (2002), View from Above: The Path to True Customer Relationship Management, Visit techguide.com, available at http://www.techguide.com/dw/bldgcrm.shtml.
53 、 Adrian, P. (2002), A Strategic Framework For Customer Relationship Management, ABT CRM White Paper, p.p.2.
54 、 Alavi, M. & Leidner, D. E. (2001), "Review: knowledge management and knowledge management systems: conceptual foundation and research issues," MIS Quarterly, Vol.25, No.1, p.p. 107-136.
55 、 Albrecht, K. (1994), "Customer Value", Executive Excellence, p.p.14-15.
56 、 Anderson, J. C. & Narus, J. (1990), "A Model of Distributor Firm and Manufacturer Firm Working Partnerships", Journal of Marketing, Vol.54, p.p.42-58.
57 、 Anderson, E.W.、 Fornell, C. & Lehmann, D.R. (1994), "Customer Satisfaction,Market Share, and Profitability: Finding From Sweden", Journal of Marketing,Vol.58 (July),p.p.53-66.
58 、 Anton, J. (1996), "Making Hard Decisions with soft Numbers", Customer Relationship Management, NY: Prentice Hall, Inc.
59 、 Armstrong, A. G.. & Hagel, J. (1996), "The real value of on-line communities" ,Harvard Business Review, May-June, p.p.134-141.
60 、 Arogyaswamy, B. & Byles, C. M. (1987), "Organizational Culture: Internal and External Fits", Journal of Management, Vol. 13, No. 4, p.p. 647-659.
61、 Astley, W.G. & Fombrun, C.J. (1983), "Collective Strategy: The Social Ecology of Organizational Environment", Academy of Management Review, Vol. 8,p.p.576-586.
62 、 Babin, B. J.、 W. R. Darden & Griffin, M. (1994), "Measuring Hedonic and Utilitarian Shopping Value", Journal of Consumer Research, Vol. 20(March), p.p.644-656.
63 、 Baker, T.I. 、 Simpson, P.M. & Siguaw, J.A.(1999), "The impact of suppliers' perceptions of reseller market orientation on key relationship constracts" ,Journal of the Academy of Marketing Science. Vol.27, p.p.50-57.
64 、 Bangalore, T.(2002), "Planning Customer Relationship", Businessline (August),p.p.1-4.
65 、 Barnes, J.G. (2001), Secrets of Customer Relationship Management,Hardcover.
66 、 Bei, L.T. & Shang, C.F. (2006), "Building marketing strategies for state-owned enterprises against private ones based on the perspectives of customer satisfaction and service quality", Journal of Retailing and Consumer Services.Vol.13, Iss.l,p.p.1-13.
67 、 Bennett, J.K. & O'Brine, M.J. (1994), "The Building Blocks of The Learning Organization", Training, Vol.31, No.6, p.p.41-49.
68 、 Bettman, J. R. (1979), An Information Processing Theory of Consumer Choice, Reading, M.A.: Addison-Wesley.
69 、 Bettman, J. R. (1979), An Information Processing Theory to Consumer Choice, New York: Addison-Wesley.
70、Berry, L. L. & Parasuraman, A. (1991), Marketing Services: Competing through Quality. New York: The Free Press.
71、Bhatia, A. (1999), Roadmap to Implementation for CRM, http://www.crmassist.com.
72、Bigler, W. R. (2001), "The New science of Strategy Execution: How Incomes Become Fast, Sleek Wealth Creators," Strategy & Leadership, Vol. 29, No.3, pp.29-34.
73、Boddy, D.、Magbeth, D. & Wagner, B. (2000), "Implementing Collaboration Between rganization: An Empirical of Study of Supply Chain Partnering," Journal of Management Studies, p.p. 1003-1017.
74、Bolton, R. N., Kannan, P. K.& Bramlett, M.D. (2000), "Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value", Journal of Academy of Marketing Science, Vol.28, No. 1, p.p.95-108.
75、Bossidy，L．& Charan，R．(2002)，，执行力(李明译)，天下文化远见出版．
76、Bossidy，L．& Charan，R．(2003)，执行力(李明译)。台北、天下远见(原著出版年：2002)。
77、Bowen, D. E. & Schneider, B. (1988), Service Marketing and Management: Implications for Organizational Behavior, Research in Organizational Behavior. Greenwich, CT: JAI Press Inc.
78、Bowersox, D. J. (1990), "The Strategic Benefits of Logistics Alliances", Harvard Business Review, Vol. 68 (July/August), p.p.36-45.
79、Bowersox, D. J. & Cooper, M. B. (1990), Strategic marketing channel management, New York: McGraw-Hall.
80、Bowersox, D. J. & Cooper, M. B. (1992), Strategic marketing channel management, New York: McGraw-Hall.
81、Butz, H. E. & Goodstein, L. D.(1996), "Measuring Customer Value: Gaining the Strategic Advantage", Organizational Dynamics, Vol. 24, No.3, p.p.63-77.
82、Cannon, J. P.、Achrol, R. S. & Gundlach, G. T. (2000)," Contracts, Norms, and Plural Form Governance", Academy of Marketing Science, Vol. 128, No.2, p.p.180-194.
83、Cespedes, F. V.(1988).Control vs. Resource In Channel Design: Distribution Differences In One Industry, Industry Marketing Management.
84、Chatman, J. A.(1989), "Improving Interactional Organizational Research: A model of Person-Organizaion Fit", Academy of Management Review, Vol. 14, p.p. 333-349
85、Chatman, J. A. (1991), "Matching People and Organization: Selection and Socialization in Pubic Accounging Firms", Administrative Science Quarterly, Vol.36, p.p.459-484.
86、Chatterjee, S., Lubatkin, M. H., Schweiger, D. M. & Weber, Y. (1992), "Cultural differences and shareholder value in related mergers: linking equity and human capital", Strategic Management Journal, Vol. 13, p.p.319-334.
87、Christopher, F. & Lesley, W. (2005), "The role of attitudinal loyalty in the development of customer relationship management strategy within service firms", Journal of Financial Services Marketing, London, Vol.9, Iss 3, p.p.214-231.
88、Chunqing, L., Yinfeng, X. & Hongyi, L. (2005), "An empirical study of dynamic customer relationship management", Journal of Retailing and Consumer Services,Vol. 12, Iss 6, p.p.431-441.
89、Churchill, G. A. & Peter, P. J. ( 1995 ), Marketing Research: Methodological Foundations, 6th ed., Teaas:Dryden Press.
90、Conlon, G. (1999), "No Turning Back", Sales & Marketing Management, Vol.151, No.2, p.p.50-55.
91、Daft, R. (2001), Organization Theory and Design, South-Western College Publishing, p. p. 314-325.
92、Daniels, S. E. (2002), "Quality glossary, Quality Process", Milwaukee, Vol.35, No.7, p.p.43-61.
93、Daniel, I. P. & Amrik, S.(2006), "The relationship between organization strategy, total quality management (TQM), and organization performance—the mediating role of TQM", European Journal of Operational Research. Vol. 168, Iss.1, p.p.35-50.
94、Day, G.. S. & Klein, S. (1987), Cooperative Behavior in Vertical Markets: The Influence of Transaction Cost and Competitive Strategies, Review of Marketing, American Marketing, Association, Houston.
95、Deighton, J. & Kent, G. (1995), "Marketing and Seduction: Building Exchange Relationships by Management Social Consensus", Journal of Consumer Research, Vol. 21, p.p.660-676.
96、Deshpande, R. & Webster, F. E. (1989), "Organizational culture and marketing: defining the research agenda", Journal of Marketing, Vol. 53, p.p.3-15.
97、Dess, G. G.. & Davis, P. S. (1984), "Porter's (1980) Generic Strategies as Determinants of Strategic Group Membership and Organizational Performance", Academy of Management Journal, Vol.27 (September), p. p. 467-88.
98、Donald, RM. (2005), "Testing How Management Matters in an Era of Government by Performance Management", Journal of Public Administration Research and Theory, Lawrence. Vol. 15, Iss 3, p.p.421.
99、Driefus, C. (1997), "Talking Shop, A conversation with the Men Who Bought You Neiman Marcus, Ikea and Virgin", The New York Times Magazine, Vol.6, p.p.82-86.
100、Drucker, P. F. (1985), "The Discipline of Innovation.", Harvard Business Review, Vol. 63, No.3, p.p.67-72.
101、Dyer, J. H. (1997), "Effective Interfirm Collaboration: How Firms Minimize Transaction Value", Strategic Management Journal, Vol. 18, No.7, p.p.535-556.
102、Eccles, R. G. & Philip, J. P. (1992), "Creating a Comprehensive System to Measure Performance", Management Accounting, Vol.74, No.4.
103、Eccles, R. G. & Philip, J. P. (1992),"Creating A Comrprehensive System To Measure Performance", Management Accounting, Octorber, p.p. 131-137.
104、Engel, J. F.、Kollat, D.T. & Blackwell, R. D. (1986), EKBMODEL.
105、Evans, H.、Ashworth, G.、Chellew, M.、Davidson, A. & Towers, David (1996), "Exploiting Activity-based Information: Easy as ABC", Management Accounting, London, Jul/Aug, p.p.24.
106、Fisher, J. (1992), "Use of Nonfinancial Performance Measure ", Journal of Cost Management (spring), p. p. 31-38.
107、Frazier, G. L. (1999), "Organizing and Managing Channels of Distribution", Journal of the Academy of Marketing Science, Vol. 27 (spring), p.p.226-40.
108、Fredericks, J. S. (1996), "Beyond Customer Satisfaction", Management Review, New York, p. p. 33-50.
109、French, W. L. & Bell, C. H. Jr. (1995), Organization Development: Behavioral science Interventions for Organization Improvement, Englewood Cliffs: Prentice-Hall Inc.
110、Frigo, M. L. (2003), "Strategy or Execution," Strategic Finance, Vol.84, No.9, p.p.9-10.
111、Fuchs, P. H.、Mifflin, K. E.、Miller, D. & Whitney, J.O., Strategic Integration: Competing In The Age of Capabilities,夏乐得(2001)译，策略整合定位与执行力，远见杂志一月号，p．p．140-153．
112、Furnham, A. & Gunter, H. (1993)."Measuring locus of control: A critique of general, children"s, health-and work-related locus of control questionnaires." British Journal of Psychology, Vol.84, p.p.443-479.
113、Galbreath, J. & Rogers, T. (1999),"Customer relationship leadership: A leadership and motivation model for the twenty-first century business", The TQM magazine, Vol. 11, No.3, p.p.161-171.
114、Gale, B. T. (1994), Managing Customer Value: Creating Quality and Service that Customer can See, The Free Press.
115、Gantz, J. (1990), "Strategic Alliances: How do they affect you?, " Networking Management, Vol. 8(July), p.p. 74～78.
116、Grady, M. W. (1991), "Performance Measurement: Implementing Strategy", Management Accounting, June, p.p.49-53.
117、Gruen, T. W., Summers, J. O. & Acito, F. (2000), "Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations", Journal of Marketing, Vol. 64(July), p. p. 34-49.
118、Hair, J. et al.(1998), Multivariate Data Analysis, 5th ed, Upper Saddle River, New Jersey: Prentice-Hall, Inc.
119、Hamel, G. (1991), "Competition for Competence and Interpartner Learning within International Strategic Alliances", Strategic Management Journal, Vol.12, No. 4: p.p.83-103.
120、Hanna, M. D. (1989), An Empirical Investigation of Consensus as a Measure of Manufacturing Strategy, Unpublished doctoral dissertation Clemson University.
121、Harrison, R. (1972), "Understanding Your Organization's Character", Harvard Business Review, Vol. 50, No. 3, p.p. 119-128.
122、Hayes, J. & Dredge, F. (1998), Managing customer service. England, Gower.
123、Heard, E. (1994), "Walking the Talk of Customer Value", National Productivity Review, (winter), p.p.21-27.
124、Hellier, P. K.、Geursen, G. M.、Carr, R. A. & Rickard, J. A. (2003), "Customer Repurchase Intention A General Structural Equation Model", European Journal of Marketing, Vol.37, No. 11/12, p.p. 1762-1800.
125、Hibbard, J. D.、Kumar, N. & Stern, L.W.(2001), "Examining the Impact of Destructive Acts in Marketing Channel Relationships", Journal of Marketing Research, Vol. ⅩⅩⅩⅧ(February), p.p. 45-61.
126、Hirschman, E. C. & Holbrook, M.B. (1982), "Hedonic Consumption: Emerging Concepts, Methods and Propositions", Journal of Marketing, Vol. 46, Iss.3, p.p.92-101.
127、Holbrook, M. B. (1996), Customer Value-A Framework for analysis and Research, Advances in Consumer Research, 23, Provo, U. K.: Association for Consumer Research, p.p. 138-142.
128、Holbrook, M. B. & Hirschman, E. C. (1982), "The Experiential Aspects Consumption: Consumer Fantasies, Feelings, and Fun", Journal of Consumer Research, Vol. 9 (September), p.p. 132-140.
129、Holbrook, M. B. (1994). The Nature of Customer Value: An Axiology of Services in the Consumption Experience. I Roland T. Rust or Richard L. Oliver (eds.): Service Quality: New Directions in Theory and Practice. London, U.K.: SAGE Publications.
130、Holbrook, M. B. (1999), Consumer Value: A Framework for Analysis and Research, New York: Routledge.
131、Huang, J. A. & Lin, C. Y. (2005), "The Explanation Effects on Consumer Perceived Justice, Satisfaction and Loyalty Improvement: An Exploratory Study", Journal of American Academy of Busines.,Cambridge: Hollywood. Vol. 7, Iss. 2, pp.219.
132、Huizinga, J. (1995), Homo Ludens: A study of the Play-Element in Culture, Boston: Beacon Press.
133、Hurley, R. F. & Hult, G. M. (1998), "Innovation, market orientation, and organizational learning: an integration and empirical examination", Journal of Marketing, Vol. 62(July), p.p.42-54.
134、Jain, S. C. (1985), Marketing Planning and Strategy, 2nd Ed., Cincinnati, OH: South-Western Publishing Co.
135、Johnston, R. & Lawrence, P. R. (1988), Beyond vertical integration: The rise of the value-addingpartnershi, Harvard Business Review, p.p.94-101
136、John, U. F., John, A. H. & Ring, L. W. (1974), An investigation of Relationships among Evaluative Beliefs, Affect, Behavioral Intention, and Behavior, in Consumer Behavior: Theory and Application, eds, Boston: Allyn & Bacon, p.p.89-114.
137、Kalakota, R. & Robinson, M. (1999), e-Business: goadmapfor Success, 1st Ed, Addison-Wesley, U. S. A.
138、Kamath, R. R. & Liker, J. K. (1994),A Second Look at Japanese Product Development, Harvard Business Review, November-December, p. p. 154-170.
139、Kanter, R. M. (1994), "Collaborative Advantage: The Art of Alliances", Harvard Business Review, Vol. 72, No. 4, p. p. 96-108.
140、Kaplan, R. S. & Norton, D. P. (1992), The Balanced Scorecard Measures That Drive Performance, Harvard Business Review. Vol. 70, No. 1, p.p.71-79.
141、Kaplan, R. S. & Norton, D.P. (1999), The Balanced Scorecard: Translating Strategy into Action, Boston:Harvard Business School Press.
142、Kaplan, R. S. & Norton, D. P. (1996), Using the Balanced Scorecard as A Strategic Management System, Harvard Business Review, Vol. 74,No. 1, p.p.75-85.
143、Kaplan, R. S. & Norton, D. P. (2001a), The Balanced Scorecard Measures that drive performance, Harvard Business Review, Vol. 70,No. 1,p.p.81-89.
144、Keeney, R. L. (1999), "The Value of Internet Commerce to the Customer", Journal of Management Sciences, Vol.45, No.4, p.p.533-542.
145、Kelley, S. W. (1993), "Discretion and the Service Employee", Journal of Retailing, Vol. 69(Spring), p,p. 104-126.
146、Kerlinger, F. N. (1986), Foundations of behavioral research, 3rd ed. N.Y.: Holt, Rinehart, & Winston.
147、Kiska, J. (2002), Customer experience management, CMA Management, Hamilton, Vol. 76, No.7, p.p.28-30.
148、Kluckhohn, C. (1951), the study of culture. In D. Lerner, & H.D. Lasswell (Eds.), The Policy Sciences. Stanford, CA: Stanford University Press.
149、Kollat, D.T., Blackwell, R. D. & Robeson, J. F. (1972), Strategic Marketing. New York: Holt, Rinehart and Winston.
150、Konsynski, B. R. & McFarlan, F. (1990), Information Partnerships—Shared Data, Shared Scale, Harvard Business Review, Vol. 68, No.5, p.p. 114-120.
151、Kotler, P. & Armstrong, G. (1991), Principles of Marketing 5th Ed, Englewood Cliffs, N J: Prentice-Hill.
152、Kotler, P. & Armstrong, G.(1996), Principles of marketing 7th ed, Englewood Cliffs, N. J., Prentice Hall, p.p.35.
153、Kotler, P. & Armstong, G. (2000), Principles of Marketing 12th Ed, Uper Saddle River, N J: Prentice Hall.
154、Kotler, P.、Ang, S. H., Leong, S.M. & Tan, C.T. (1999), Marketing. Management: An Asian Perspective, 2nd ed., Singapore: Prentice Hall.
155、Kotler, P. (1991), Market management analysis, planning and control New Jersey: Prentice-Hall, Englewood Cliff.
156、Kotler, P. (1991) Marketing Management: Analysis, Planning, and Control, New Jersey: Prentice-Hall, Inc. p.p.455.
157、Kotler, P. (1991), Marketing Management: Analysis, Planning, Implementation and Control, Prentice-Hall, New York.
158、Kotler, P. (1991), Marketing Management, N. J.: Prentice- Hall, p.p.266-268.
159、Kotler, P. (2000), Marketing Management lOth Ed, Prentice Hall, New York.
160、Kotter, P. & Heskett, J. L. (1992), Corporate culture and performance, New York: The Free Press.
161、Kreps, D. M. (1990), "Game Theory and Economic modeling", Oxford, UK: Clarondon Press, p.p.65-77.
162、Kujala, J. & Ahola, T. (2005), "The value of customer satisfaction surveys for project-based organizations: symbolic, technical, or none", International Journal of Project Management. Vol.23 Iss.5, p.p.404-409.
163、Kumar, S. & Steenkamp, J. E. (1995)," The effects of perceived interdependence on dealer attitudes ", Journal of Marketing Research, Chicago, Vol. 32, No. 3, p.p.348-357.
164、Kumar, N., Stern, L.W. & Achrol, R. S. (1992)," Assessing Reseller Performance from the Perspective of the S", Journal Of Marketing Research, Chicago(May), Vol. 29, Iss.2.
165、Larson, A. (1992), "Network dyads in entrepreneurial settings: A study of the governance of exchange relationships", Administrative Science Quarterly, Vol.37, p.p.76-104.
166、Lemon, K. N. (2001), "What Drives Customer Equity", Marketing Management, Vol. 10, No. 1, p.p.20.
167、Lemon, M. & Sahota, P. S. (2004), "Organizational culture as a knowledge repository for increased innovative capacity", Technovation. Vol. 24, Iss.6, pp.483-498
168、Lilia, Y. C. & Lynn, E. B. (1991), "Performance Evaluation and the Analytic Hierarchy Process", Journal of Management Accounting Research, Vol.3, p.p.57-87.
169、Lovelock, C. H. (1996), Services Marketing, New Jersey: Prentice Hall.
170、Lowenstein, R.(1997), "Intrinsic value: Rethinking the latest economic elixir", Wall Street Journal Ch. 1-3
171、Lusch, R. F. & James, R. B. (1996), "Interdependency, Contracting, and Relational Behavior in Marketing Channels", Journal of Marketing, Vol.60,p.p. 19-38 .
172 、 Malhotra, Y. (1998), Toward a Knowledge Ecology for Organizational White-Waters, http://www.brint.com/papers/ecology.htm.
173 、 Mano, H. & Oliver, R. L. (1993)," Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction", Journal of Consumer Research, Vol.20, p.p.451-466.
174 、 Mathwick, C.、 Malhotra, N. & Rigdon, E. (2001)," Experiential value: conceptualization, measurement and application in the catalog and internet shopping environment", Journal of Retailing, Vol.77, p.p.39-56.
175 、 Mathwick, C., Malhotra, N. K. & Rigdon, E. (2002), "The Effect of Dynamic Retail Exeriences on Experiential Perceptions of Value: An Internet and Catalog Comparison", Journal of Retailing, Vol.78, p.p.51-60.
176 、 Matsuno, J. T. & Aysegul, O. (2002), "The Effects of Entrepreneurial and Market Orientation on Business Performance", Journal of Marketing, Vol.66,No.3, p.p. 18-32.
177 、 McAdam, R. & McCreedy, S. (2000), "A critique of knowledge management:using a social constructionist model", New Technology-Work and Employment,Vol.15, No.2,p.p.155-168.
178 、 Meister, J. C. (2000), "The CEO-driven learning culture", Training and Development (Alexandria, Va.), Vol.54, No.6, p.p.52-58.
179 、 Miller, D. & Whitney, JO. (2000), "Strategic integration: Competing in the age of capabilities", California Management Review, Vol.42, No.3, p.p.118-147.
180 、 Mike, H. (2005), "Customer relationship management for facility managers", Journal of Facilities Management, London, Vol.3, Iss.4, p.p.362.
181 、 Mohr, T. & Nevin, B. (1990), "Communication Strategies in Marketing Channels: A Theoretical Perspective", Journal of Marketing, Vol.54, Iss.4,p.p.36-51.
182 、 Morgan, R. M & Hunt, S. D. (1994), "The commitment-trust theory of relationship marketing", Journal of Marketing. Chicago, Vol.58, No.3, p.p.20-39.
183 、 Morgan, R. M. & Hunt, S. D. (1994), "The Commitment-Trust Theory of Relationship Marketing", Journal of Marketing, Vol.58, No.1, p.p.20-38.
184 、 Murdick, R. G.、 Render, B. & Russel, R. S. (1990), Service Quality Management, Allynabnd Bacon Corp.
185 、 Nicosia, F.M. (1966), Consumer Decision Process: Marketing and Advertising Implications, Englewood Cliffs, N.J: Prentice- Hall.
186 、 Novak, E. (2002), "Does satisfaction pay?", Public Utilities Fortnightly,Arlington, Vol.76, No.7, p.p.34-39.
187 、 Nunnally, J. C. (1978), Psychometric theory, New York: McGraw-Hill.
188 、 Oliver, R.L. (1999), "Whence Consumer Loyalty", Journal of Marketing,Vol.63, pp.33-34.
189 、 O'Reilly, C. A. (1989), Corporations, Culture, and Commitment, Motivation and Social Control in Organization, California Management Review, Summer.
190 、 O'Reilly, C. A.、 Chatman, J. & Caldwell, D. F. (1991)," People and organizational culture: A profile comparison approach to assessing person-organizational fit", Academy of Management Journal, Vol.34, No.3,p.p.487-506.
191 、 Osward, A. M.、 Ram, K.& Michael, B. (2004), "Customer value-chain involvement for co-creating customer delight", The Journal of Consumer Marketing, Santa Barbara, Vol. 21, Iss. 7, p. p. 486.
192、Ott, J. (2000), Successfully development and Implementing Continuous relationship management, e-Business executive report, pop. 26-30.
193、Ouchi, W. G. & Wilkins, A. L. (1985), "Organizational Culture", Annual Review of Sociology, Vol. 11, p.p. 457-483.
194、Parasuraman, A., & Grewal, D. (2000)," The impact of technology on the quality-value-loyalty chain: a research agenda", Journal of the Academy of Marketing Science, Vol. 28, No. 1, p. p. 168-174.
195、Peppers, R. & Dorf, B. (1999), "Is Your Company Ready for One-To-One Marketing?", Harvard Business Review January, February, Vol. 77, No. 1, p. p. 151-160.
196、Perlmutter, H. V. & Heenan, D. A. (1986)," Cooperate to Complete Globally", Harvard Business Review, p.p. 136-152.
197、Pine, B. & Gilmore, J. (1999), The Experience Economy, Boston: Harvard Business Review, Mass.
198、Pine, B. & James, H. G. (1998), "Welcome to the Experience Economy", Harvard Business Review, July-August, p.p.97-105.
199、Pontus, J. & Jan, O. (2004), "Industrial service profiling: Matching service offerings and processes", International Journal of Production Economics, Vol. 89, Issue.3, p.p.309-320.
200、Porter, M. E. (1997)"Towards a Dynamic Theory of Strategy.", Strategic Management Journal, Vol. 12, p.p.95-117.
201、Prahalad, C. K. & Ramaswamy, V. (2000), "Co-Opting Customer Competence," Harvard Business Review, (January-February), p.p.79-87.
202、Prajogo, D. & Sohal, A. S. (2006)," The relationship between organization strategy, total quality management (TQM), and organization performance—the mediating role of TQM", European Journal of Operational Research, Vol. 34, Iss. 3, p.p. 296-312.
203、Prajogo, D. & Sohal, A. S. (2006)," The relationship between organization strategy, total quality management (TQM), and organization performance—the mediating role of TQM", European Journal of Operational Research, Vol. 34, Iss. 3, p.p.296-312.
204、Quinn, R. E. & McGrath, M.R., (1985), the Transformation if Organizational Cultures: A Competing Values Preceptive, Organizational Culture, Beverly Hills.
205、Rangan, V. K., Menezes, M. A. & Maier, E. P. (1992)," Channel selection for new industrial products: A framework, method, and application", Journal of Marketing, Vol. 56, No.7, p.p.69-82
206、Richard, M. & Arttu, L. (2004), "The role of CRM within retail loyalty marketing", Journal of Targeting, Measurement and Analysis for Marketing. London, Vol.12, Iss.3, p.p.305.
207、Ritchie, M. (2000), "Organizational culture: An examination of its effect on the internalization process and member performance", Southern Business Review, Statesboro, Vol. 25, Iss.2, p.p. 1-13.
208、Robbins, S. P. (1993), Organizational behavior—Concepts, controversies, and applications (6 th ed.), Englewood Cliffs, New Jersey: Prentice-Hall.
209、Robbins, S. P. (1996), Organization Behavior (7th ed.), New York: Prntice-Hall Inc.
210、Robbins, S. P. (1996), Organizational Behavior: Controversies, and Applications, New Jersey: Prentice-Hall Inc.
211、Robbins, S.P. (2001), Organizational Behavior, 9 th ed. Upper Saddle River, New Jersey: Prentice-Hall, Inc.,
212、Robert, S. K. & Davia, P. N. (1999), The Blanced Scorecand平衡计分卡，朱道凯译。
213、Rohit, D. U. F. & Frederick, Jr. (1993), "Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadra Analysis", Journal of Marketing, Vol.57, No. 1, p. p. 23-37.
214、Ronald, S. S. (2001), Accelerating Customer Relationship, Upper saddle River, New Jersey: Prentice Hall Inc.
215、Rosenbloom, B. (1999), Marketing Channels: A Management View, 4th ed., Chicago: Dryden Press.
216、Ruyter, K. D. & Wetzels, M. (2000), "Customer Equity Considerations in Service Recovery: A Cross-Industry Perspective", Journal of Service Industry Management, Vol. 11, Iss. 1, p.p.91.
217、Sathe, V. (1985), Culture and related corporate realities, Illinois: Homewood.
218、Schmitt, B. H. (1999), Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act and Relate to Your Company and Brand, New York, NY: Free Press.
219、Schneider, B. (1987), "E: f(P, B): The road to a radical approach to person-environment fit", Journal of Vocational Behavior, Vol 31, p. p. 353-361.
220、Senge, P. M. (1990), The Fifth Discipline: The Art and Practice of the Learning Organization, N. Y.: Doubleday.
221、Seybold, P. B. (2001), The customer revolution: How to thrive when customers are in control, Random House, Inc.
222、Sharma, S., Niedrich, R. W. & Dobbins, G. (1999)," A framework for monitoring customer satisfaction: An empirical illustration", Industrial Marketing Management, Vol. 28, p.p.232.
223、Sheth, J. N. (1979),"Psychobiology and Consumer Research: A Problem of Construct Validity", Journal of the Aeademy of Marketing Science, Vol. 7(June), p. p. 414-427.
224、Sheth, J. N.、Newman, B. I. & Gross, B. L. (1991), Consumption Values and Market Choices: Theory and Applications, Cincinnati, OH: Southwestern Publishing.
225、Shoemaker, M. E. (1999), "Leadership Practices in Sales Managers Associated with Self-efficacy, Role Clarity, and Job Satisfaction of Individual Industrial Salespeople," Journal of Personal Selling and Sales Management 19, No.4 (fall), p.p. 1-19.
226、Siehl, C. & Martin, J. (1990), Organizational culture: A key to financial performance? Organizational Climate and Culture, Schneider B. edit. Jossey-Bass Publishers.
227、Sinha, I. & DeSarbo, W. S. (1998), "An Integrated Approach Toward the Spatial Modeling of Perceived Customer Value", Journal of Marketing Research, Vol. 35 (May), p. p. 236-249.
228、Stafford, R. E. (1994), "Using co-operative strategies to make alliances work", Long Range Planning, Vol. 27, No. 3, p. p. 64-74
229、Stern, L. W. & EI-Ansary, A. I. (1992), Marketing channels (4th ed.), Englewood Cilffs, New Jersey: Prentice-Hall.
230、Stern, L. W. & EI-Ansary, A. I. (1996), Marketing channel (5th ed.), Prentice-Hall, Lin.
231、Stone, M., Woodcock, N. & Wilson, M. (1996), "Managing the Change from Marketing Planning to Customer Relationship Management", Long Range Planning, Vol. 29, No.5, p.p. 675-683.
232、Strauss, J. & Raymond, F. (2001), E-Marketing, Upper Saddle River, NJ: Prentice Hall.
233、Swan, J. E. & Trawick, I. E (1981), "Disconfirmation of satisfaction with a retail service." Journal of Retailing, Vol. 57, No. 3, p. p. 49-67.
234、Sweeney, J. C. & Soutar, G. N. (2001), "Consumer Perceived Value: The Development of a Multiple Item Scale", Journal of Retailing, Vol. 77, p. p. 230-220.
235、Swift, R. S. (2001), Accelerating Customer Relationships: Using CRM and Relationship Technologies, NJ: Prentice-Hall.
236、Tehrani, N. (2002), Publisher's outlook: The essence of CRM success, Customer Inter@ction Solutions, Norwalk, Vol. 21, No. 1, p. p. 2-4.
237、Thomas, B. L.、Simpson, P. M. & Siguaw, J. A. (1999), "The Impact of. Suppliers' Perceptions of Reseller Market Orientation on Key Relationship. Constructs", Journal of the Academy of Marketing Science, Vol.27, No. 1, p. p. 50-57.
238、Tiwana, A. (2001), the Essential Guide to Knowledge Management: E-Business and CRM Applications, Prentice Hall, Upper Saddle River, NJ.
239、Tolbert, A. M., Gary, N. M. & Ray, C. M. (2002), "Creating the Global Learning Organization (GLO)", International Journal of Intercultural Relations, Vol. 26, p.p.463-472.
240、Tushman, M. & Nadler, D. (1986), "Organising for Innovation", California Management Review, Vol. 28, No. 3, p. p. 74-92.
241、Unger, L. S. & Kernan, J. B. (1983)," On the Meaning of Leisure: An Investigation of Some Determinants of the Subjective Experience", Journal of Consumer Research, Vol.9, No.4, p.p. 381-393.
242、Venkatraman, N. and Vasudevan, R. (1986), Measurement of Business Performance in Strategy Research: A Comparison of Approaches. Academy of Management Review 11: 801-14.
243、Wanger, L. (1999), Instructional leadership in high-poverty schools. (CD-ROM), Abstracts from: ProQuest File: Dissertation Abstracts Item: AAT9937813.
244、Weitz, B. A. & Sandy, D. J. (1995), "Relationship Marketing and Distribution Channels", Academy of Marketing Science. Journal, Vol.23, Iss. 4, pp. 305-320.
245、Welch, H. L. (1998)," Environmental attitudes: 20 years of change?", The Journal of Environmental Education, Vol. 352, No. 4, p. p. 53-66.
246、Winer, R. S. (2001), A Framework for Customer Relationship Management, California Management Review, Vol.43, Iss. 4, p. p. 91.
247、Wirtz, J. & Bateson, E. G. (1999), "Consumer Satisfaction with Service: Integrating the Environment Perspective in Service Marketing into the Traditional Disconfirmation Paradigm ", Journal of Business Research 44, p. p. 55-66.
248、Woo, G. K., Leong, J. K. & Lee, Y. K.(2005), "Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant", International Journal of Hospitality Management,Vol.24, Iss.2, p.p. 171-193
249、 Woodruff, R.B. (1997), "Customer Value: The Next Source for Competitive Advantage", Journal of the Academy of Marketing Science, Vol. 25,No.2, p.p.139-153.
250、 Woods, W. A. (1981), Consumer Behavior, New York: North-Holland.
251、 Woodside, A.G、 Frey, L. & Daly, R. T. (1989), "Linking Service Quality,Customer Satisfaction, and Behavioral Intention", Journal of Health Care Marketing, Vol.9, No. 4, p.p.5-17.
252、 Wouter, B. & Dirk, V. P. (2005)," Customer base analysis: partial defection of behaviourally loyal clients in a non-contractual FMCG retail setting",European Journal of Operational Research. Vol.164, Iss.1, p.p. 252-268.
253、 Yi, Y. & Hoseong, J. (2003), "Effects of Loyalty Programs on Value Perception,Program Loyalty, and Brand Loyalty", Journal of the Academy of Marketing Science, Vol.31, No.3, p.p.229-240.
254、 Yorgey, L. A. (2002), "10 CRM trends to watch in 2002", Target Marketing,Philadelphia, Vol.25, No.3, p.p.82-83.
255、 Zeithaml, V. A, & Mary, J. B. (2000), Service Marketing: Integrating Customer Focus Across the Firm, Mcgraw-Hill.
256、 Zeithaml, V. A. (1988), "Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence", Journal of Marketing, Vol.52,p.p.2-22.
2、大前研一(1987)，策略家的智慧，台北，长河出版社
3、日本人力资源学院(2001)，CRM战略执行手册，台北，远擎。
4、李成岳译(LeBoeuf着)(1990)，「如何永远赢得顾客」。台北，中国生产力中心。
5、李明译(2003)，Larry Bossidy、Ram Charan合着，执行力(execution)—没有执行力，哪有竞争力，初版，天下文化出版社。
6、李效杰(2003)，”台湾行动电话产业物流营运模式及其绩效之研究”，中原大学企业管理研究所硕士论文。
7、李慕芸(2001)，顾客关系管理深度解析，台北，远擎顾问管理公司，第4-107页。
8、江淑娟(1998)，”通路伙伴关系整合模型之研究—以中小企业为实证”，国立云林科技大学企业管理系硕士班硕士论文。
9、余荣辉(2000)，”汽车产业竞争策略之研究—以和泰汽车为例”，国立中山大学高阶经营研究所硕士论文。
10、吕佩桦(2002)，”应用知识管理强化顾客关系管理之研究—以保险业为例”，彰化师范大学商业教育学研究所硕士论文。
11、吴明隆(2000)，SPSS统计应用实务，台北，松岗。
12、吴欣颖(2000)，”企业导入顾客关系管理之研究”，国立台北大学企业管理研究所硕士论文。
13、吴思华(2000)，策略九说，台北，脸谱出版社股份有限公司。
14、林芸贞(2000)，”网际商务之顾客价值探讨～以图书出版产品为例”，东华大学企管研究所硕士论文。
15、吴万益、蔡明田(1993)，“中美日企业竞争优势与经营策略之比较研究”，国科会研究报告。
16、林育庆(2002)，“大陆汽车业经销通路之研究”，淡江大学中国大陆研究所硕士班(经济贸易组)硕士论文。
17、林珏如(2004)，“内部营销、工作投入与顾客关系管理对大陆籍员工顾客导向行为影响之研究"，大叶大学国际企业管理学系硕士在职专班硕士论文。
18、林义屏，(2001)，”市场导向、组织学习、组织创新与组织绩效间关系之研究—以科学园区信息电子产业为例”，国立中山大学企业管理学系博士论文。
19、林杰斌、陈湘、刘明德(2000)，SPSS 11统计分析实务设计宝典，博硕文化有限公司。
20、周庭锐(2000)，”顾客价值管理与顾客忠诚度的建立”，电子化企业经理人报告，第21-29页。
21、周庭锐、陈淑青(2000)，”台湾西式快餐『顾客价值阶梯初探』-Parasuraman顾客价值观测架构的初步量化验证”，高雄第一科技大学营销与流通管理研究所硕士论文。
22、郭基元(1999)，汽车怎么卖，中国汽车工业营销模式研讨会会议数据，北京，亚飞汽车总裁。
23、陈文华(2000)，顾客关系管理成功关键—高质量的顾客数据，能力杂志， 第132-135页。
24、陈顺宇(1998)，多变量统计分析，华泰书局。
25、陈威亚(2003)，”大学生游学产品意象、知觉价值与满意度之研究”，南华大学旅游事业管理研究所硕士论文。
26、陈晓开(1999)，整理McKinsey & Company，Inc．董事John Ott于台湾第一届「顾客关系管理研讨会」之专题演讲：成功地发展及执行持续性的关系营销，电子化企业：经理人报告，第3期，11月，第26-30页。
27、陈晓开(译)(2003)，客户关系管理手册(Jill Dyche原著，The CRM handbook：A business guide to customer relationship management)，台北，台湾培生教育。
28、陈毅明(2003)，”销售服务业的人力资源管理活动对顾客关系管理效益之影响—以医疗销售业为例”，国立中山大学人力资源管理所硕士在职专班未出版硕士论文，
29、黄贞绣(2003)，“顾客服务中心对于企业经营绩效影响之研究”，大叶大学事业经营研究所硕士论文，
30、黄俊英、林震岩(1994)，SAS精析与实例，台北，华泰书局。
31、曾玉明(1998)，(传奇的诞生—从加工出口区到新竹科学园区)，《能力杂志》，4月号。
32、张仁琪、高汉初合着(2001)，世界汽车工业，北京，中国经济出版社。
33、张绍勋、张绍评、林秀娟(2000)，SPSS for Windows统计分析(上、下册)，四版，松岗计算机图书数据股份有限公司。
34、汤明哲(2003)，策略精论．基础篇，台北，天下远见出版。
35、温石松(2001)，”顾客价值与网络忠诚度之关系”，国立中兴大学企业管理研究所硕士论文。
36、詹姆斯．巴恩斯(James G．Barnes)着(2002)，跟顾客搏感情：街坊小店学来的顾客关系管理，陈正芬、林宜萱译，美商麦格罗．希尔国际股份有限公司。
37、杨伟智(2000)，”以关系管理观点探讨新产品开发绩效之研究”，静宜大学企业管理学系硕士论文。
38、杨锦洲(2001)，「特别报导：质量发展更上层楼，从摩托罗拉6σ到奇异6σ」，纵效，156期，第16-17页。
39、郑平山(2000)，”营销通路结构与消费者满意度之关系．以台湾地区小型汽车营销体系为例”，成功大学国际企业研究所硕论文。
40、郑伯埙等人(1997)，”台湾企业网络中的对偶关系：关系形成与关系效能”，中华心理学刊，第十卷，第三十九期，第75-92页。
41、郑伯埙、郭建志(1993)，”组织价值观与个人效能：符合度研究途径”，中央研究院民族学研究所集刊，第七十五期，第69-103页。
42、郑清祥(1991)，”企业文化类型、企业策略与财务绩效之关系研究．台湾制造业实证研究”，国立中山大学企业管理研究所硕士论文。
43、刘峰旭(2004)，”台湾厂商大陆市场进入模式及经营绩效之研究—交易成本理论、制度理论与行为决策理论之整合分析”，铭传大学国际企业研究所硕士论文。
44、欧洲汽车业竞争力提高方案关注中国政策环境(中国汽车报2006年01月12日)。
45、谢文浩(2003)，”中心厂与协力厂对顾客关系管理能力之实证研究—以制鞋 机械产业为例”，朝阳科技大学工业工程与管理研究所硕士论文。
46、谢见佑(2004)，“从顾客关系管理活动探讨如何提升顾客满意度—以邮局国内快捷为例”，长荣大学经营管理研究所硕士论文。
47、锺振辉(1998)，”企业文化、组织绩效、制造策略与经营绩效之关系研究”，国立成功大学企业管理学系论文，未出版，台南市。
48、简清隆(2000)，”台湾汽车营销通路组织选择之研究”，私立大叶大学事业经营研究所硕士论文。
49、简清隆(2001)，”台湾汽车营销通路组织选择之研究”，大叶大学事业经营研究所硕士论文。
50 、 Abbott, L. (1995), Quality and competition, New York: Columbia University Press.
51 、 Abraham, S. (2005), Stretching strategic thinking, Strategy & Leadership.Chicago.Vol.33, Iss.5,p.p.513.
52 、 Acxiom, C. (2002), View from Above: The Path to True Customer Relationship Management, Visit techguide.com, available at http://www.techguide.com/dw/bldgcrm.shtml.
53 、 Adrian, P. (2002), A Strategic Framework For Customer Relationship Management, ABT CRM White Paper, p.p.2.
54 、 Alavi, M. & Leidner, D. E. (2001), "Review: knowledge management and knowledge management systems: conceptual foundation and research issues," MIS Quarterly, Vol.25, No.1, p.p. 107-136.
55 、 Albrecht, K. (1994), "Customer Value", Executive Excellence, p.p.14-15.
56 、 Anderson, J. C. & Narus, J. (1990), "A Model of Distributor Firm and Manufacturer Firm Working Partnerships", Journal of Marketing, Vol.54, p.p.42-58.
57 、 Anderson, E.W.、 Fornell, C. & Lehmann, D.R. (1994), "Customer Satisfaction,Market Share, and Profitability: Finding From Sweden", Journal of Marketing,Vol.58 (July),p.p.53-66.
58 、 Anton, J. (1996), "Making Hard Decisions with soft Numbers", Customer Relationship Management, NY: Prentice Hall, Inc.
59 、 Armstrong, A. G.. & Hagel, J. (1996), "The real value of on-line communities" ,Harvard Business Review, May-June, p.p.134-141.
60 、 Arogyaswamy, B. & Byles, C. M. (1987), "Organizational Culture: Internal and External Fits", Journal of Management, Vol. 13, No. 4, p.p. 647-659.
61、 Astley, W.G. & Fombrun, C.J. (1983), "Collective Strategy: The Social Ecology of Organizational Environment", Academy of Management Review, Vol. 8,p.p.576-586.
62 、 Babin, B. J.、 W. R. Darden & Griffin, M. (1994), "Measuring Hedonic and Utilitarian Shopping Value", Journal of Consumer Research, Vol. 20(March), p.p.644-656.
63 、 Baker, T.I. 、 Simpson, P.M. & Siguaw, J.A.(1999), "The impact of suppliers' perceptions of reseller market orientation on key relationship constracts" ,Journal of the Academy of Marketing Science. Vol.27, p.p.50-57.
64 、 Bangalore, T.(2002), "Planning Customer Relationship", Businessline (August),p.p.1-4.
65 、 Barnes, J.G. (2001), Secrets of Customer Relationship Management,Hardcover.
66 、 Bei, L.T. & Shang, C.F. (2006), "Building marketing strategies for state-owned enterprises against private ones based on the perspectives of customer satisfaction and service quality", Journal of Retailing and Consumer Services.Vol.13, Iss.l,p.p.1-13.
67 、 Bennett, J.K. & O'Brine, M.J. (1994), "The Building Blocks of The Learning Organization", Training, Vol.31, No.6, p.p.41-49.
68 、 Bettman, J. R. (1979), An Information Processing Theory of Consumer Choice, Reading, M.A.: Addison-Wesley.
69 、 Bettman, J. R. (1979), An Information Processing Theory to Consumer Choice, New York: Addison-Wesley.
70、Berry, L. L. & Parasuraman, A. (1991), Marketing Services: Competing through Quality. New York: The Free Press.
71、Bhatia, A. (1999), Roadmap to Implementation for CRM, http://www.crmassist.com.
72、Bigler, W. R. (2001), "The New science of Strategy Execution: How Incomes Become Fast, Sleek Wealth Creators," Strategy & Leadership, Vol. 29, No.3, pp.29-34.
73、Boddy, D.、Magbeth, D. & Wagner, B. (2000), "Implementing Collaboration Between rganization: An Empirical of Study of Supply Chain Partnering," Journal of Management Studies, p.p. 1003-1017.
74、Bolton, R. N., Kannan, P. K.& Bramlett, M.D. (2000), "Implications of Loyalty Program Membership and Service Experiences for Customer Retention and Value", Journal of Academy of Marketing Science, Vol.28, No. 1, p.p.95-108.
75、Bossidy，L．& Charan，R．(2002)，，执行力(李明译)，天下文化远见出版．
76、Bossidy，L．& Charan，R．(2003)，执行力(李明译)。台北、天下远见(原著出版年：2002)。
77、Bowen, D. E. & Schneider, B. (1988), Service Marketing and Management: Implications for Organizational Behavior, Research in Organizational Behavior. Greenwich, CT: JAI Press Inc.
78、Bowersox, D. J. (1990), "The Strategic Benefits of Logistics Alliances", Harvard Business Review, Vol. 68 (July/August), p.p.36-45.
79、Bowersox, D. J. & Cooper, M. B. (1990), Strategic marketing channel management, New York: McGraw-Hall.
80、Bowersox, D. J. & Cooper, M. B. (1992), Strategic marketing channel management, New York: McGraw-Hall.
81、Butz, H. E. & Goodstein, L. D.(1996), "Measuring Customer Value: Gaining the Strategic Advantage", Organizational Dynamics, Vol. 24, No.3, p.p.63-77.
82、Cannon, J. P.、Achrol, R. S. & Gundlach, G. T. (2000)," Contracts, Norms, and Plural Form Governance", Academy of Marketing Science, Vol. 128, No.2, p.p.180-194.
83、Cespedes, F. V.(1988).Control vs. Resource In Channel Design: Distribution Differences In One Industry, Industry Marketing Management.
84、Chatman, J. A.(1989), "Improving Interactional Organizational Research: A model of Person-Organizaion Fit", Academy of Management Review, Vol. 14, p.p. 333-349
85、Chatman, J. A. (1991), "Matching People and Organization: Selection and Socialization in Pubic Accounging Firms", Administrative Science Quarterly, Vol.36, p.p.459-484.
86、Chatterjee, S., Lubatkin, M. H., Schweiger, D. M. & Weber, Y. (1992), "Cultural differences and shareholder value in related mergers: linking equity and human capital", Strategic Management Journal, Vol. 13, p.p.319-334.
87、Christopher, F. & Lesley, W. (2005), "The role of attitudinal loyalty in the development of customer relationship management strategy within service firms", Journal of Financial Services Marketing, London, Vol.9, Iss 3, p.p.214-231.
88、Chunqing, L., Yinfeng, X. & Hongyi, L. (2005), "An empirical study of dynamic customer relationship management", Journal of Retailing and Consumer Services,Vol. 12, Iss 6, p.p.431-441.
89、Churchill, G. A. & Peter, P. J. ( 1995 ), Marketing Research: Methodological Foundations, 6th ed., Teaas:Dryden Press.
90、Conlon, G. (1999), "No Turning Back", Sales & Marketing Management, Vol.151, No.2, p.p.50-55.
91、Daft, R. (2001), Organization Theory and Design, South-Western College Publishing, p. p. 314-325.
92、Daniels, S. E. (2002), "Quality glossary, Quality Process", Milwaukee, Vol.35, No.7, p.p.43-61.
93、Daniel, I. P. & Amrik, S.(2006), "The relationship between organization strategy, total quality management (TQM), and organization performance—the mediating role of TQM", European Journal of Operational Research. Vol. 168, Iss.1, p.p.35-50.
94、Day, G.. S. & Klein, S. (1987), Cooperative Behavior in Vertical Markets: The Influence of Transaction Cost and Competitive Strategies, Review of Marketing, American Marketing, Association, Houston.
95、Deighton, J. & Kent, G. (1995), "Marketing and Seduction: Building Exchange Relationships by Management Social Consensus", Journal of Consumer Research, Vol. 21, p.p.660-676.
96、Deshpande, R. & Webster, F. E. (1989), "Organizational culture and marketing: defining the research agenda", Journal of Marketing, Vol. 53, p.p.3-15.
97、Dess, G. G.. & Davis, P. S. (1984), "Porter's (1980) Generic Strategies as Determinants of Strategic Group Membership and Organizational Performance", Academy of Management Journal, Vol.27 (September), p. p. 467-88.
98、Donald, RM. (2005), "Testing How Management Matters in an Era of Government by Performance Management", Journal of Public Administration Research and Theory, Lawrence. Vol. 15, Iss 3, p.p.421.
99、Driefus, C. (1997), "Talking Shop, A conversation with the Men Who Bought You Neiman Marcus, Ikea and Virgin", The New York Times Magazine, Vol.6, p.p.82-86.
100、Drucker, P. F. (1985), "The Discipline of Innovation.", Harvard Business Review, Vol. 63, No.3, p.p.67-72.
101、Dyer, J. H. (1997), "Effective Interfirm Collaboration: How Firms Minimize Transaction Value", Strategic Management Journal, Vol. 18, No.7, p.p.535-556.
102、Eccles, R. G. & Philip, J. P. (1992), "Creating a Comprehensive System to Measure Performance", Management Accounting, Vol.74, No.4.
103、Eccles, R. G. & Philip, J. P. (1992),"Creating A Comrprehensive System To Measure Performance", Management Accounting, Octorber, p.p. 131-137.
104、Engel, J. F.、Kollat, D.T. & Blackwell, R. D. (1986), EKBMODEL.
105、Evans, H.、Ashworth, G.、Chellew, M.、Davidson, A. & Towers, David (1996), "Exploiting Activity-based Information: Easy as ABC", Management Accounting, London, Jul/Aug, p.p.24.
106、Fisher, J. (1992), "Use of Nonfinancial Performance Measure ", Journal of Cost Management (spring), p. p. 31-38.
107、Frazier, G. L. (1999), "Organizing and Managing Channels of Distribution", Journal of the Academy of Marketing Science, Vol. 27 (spring), p.p.226-40.
108、Fredericks, J. S. (1996), "Beyond Customer Satisfaction", Management Review, New York, p. p. 33-50.
109、French, W. L. & Bell, C. H. Jr. (1995), Organization Development: Behavioral science Interventions for Organization Improvement, Englewood Cliffs: Prentice-Hall Inc.
110、Frigo, M. L. (2003), "Strategy or Execution," Strategic Finance, Vol.84, No.9, p.p.9-10.
111、Fuchs, P. H.、Mifflin, K. E.、Miller, D. & Whitney, J.O., Strategic Integration: Competing In The Age of Capabilities,夏乐得(2001)译，策略整合定位与执行力，远见杂志一月号，p．p．140-153．
112、Furnham, A. & Gunter, H. (1993)."Measuring locus of control: A critique of general, children"s, health-and work-related locus of control questionnaires." British Journal of Psychology, Vol.84, p.p.443-479.
113、Galbreath, J. & Rogers, T. (1999),"Customer relationship leadership: A leadership and motivation model for the twenty-first century business", The TQM magazine, Vol. 11, No.3, p.p.161-171.
114、Gale, B. T. (1994), Managing Customer Value: Creating Quality and Service that Customer can See, The Free Press.
115、Gantz, J. (1990), "Strategic Alliances: How do they affect you?, " Networking Management, Vol. 8(July), p.p. 74～78.
116、Grady, M. W. (1991), "Performance Measurement: Implementing Strategy", Management Accounting, June, p.p.49-53.
117、Gruen, T. W., Summers, J. O. & Acito, F. (2000), "Relationship Marketing Activities, Commitment, and Membership Behaviors in Professional Associations", Journal of Marketing, Vol. 64(July), p. p. 34-49.
118、Hair, J. et al.(1998), Multivariate Data Analysis, 5th ed, Upper Saddle River, New Jersey: Prentice-Hall, Inc.
119、Hamel, G. (1991), "Competition for Competence and Interpartner Learning within International Strategic Alliances", Strategic Management Journal, Vol.12, No. 4: p.p.83-103.
120、Hanna, M. D. (1989), An Empirical Investigation of Consensus as a Measure of Manufacturing Strategy, Unpublished doctoral dissertation Clemson University.
121、Harrison, R. (1972), "Understanding Your Organization's Character", Harvard Business Review, Vol. 50, No. 3, p.p. 119-128.
122、Hayes, J. & Dredge, F. (1998), Managing customer service. England, Gower.
123、Heard, E. (1994), "Walking the Talk of Customer Value", National Productivity Review, (winter), p.p.21-27.
124、Hellier, P. K.、Geursen, G. M.、Carr, R. A. & Rickard, J. A. (2003), "Customer Repurchase Intention A General Structural Equation Model", European Journal of Marketing, Vol.37, No. 11/12, p.p. 1762-1800.
125、Hibbard, J. D.、Kumar, N. & Stern, L.W.(2001), "Examining the Impact of Destructive Acts in Marketing Channel Relationships", Journal of Marketing Research, Vol. ⅩⅩⅩⅧ(February), p.p. 45-61.
126、Hirschman, E. C. & Holbrook, M.B. (1982), "Hedonic Consumption: Emerging Concepts, Methods and Propositions", Journal of Marketing, Vol. 46, Iss.3, p.p.92-101.
127、Holbrook, M. B. (1996), Customer Value-A Framework for analysis and Research, Advances in Consumer Research, 23, Provo, U. K.: Association for Consumer Research, p.p. 138-142.
128、Holbrook, M. B. & Hirschman, E. C. (1982), "The Experiential Aspects Consumption: Consumer Fantasies, Feelings, and Fun", Journal of Consumer Research, Vol. 9 (September), p.p. 132-140.
129、Holbrook, M. B. (1994). The Nature of Customer Value: An Axiology of Services in the Consumption Experience. I Roland T. Rust or Richard L. Oliver (eds.): Service Quality: New Directions in Theory and Practice. London, U.K.: SAGE Publications.
130、Holbrook, M. B. (1999), Consumer Value: A Framework for Analysis and Research, New York: Routledge.
131、Huang, J. A. & Lin, C. Y. (2005), "The Explanation Effects on Consumer Perceived Justice, Satisfaction and Loyalty Improvement: An Exploratory Study", Journal of American Academy of Busines.,Cambridge: Hollywood. Vol. 7, Iss. 2, pp.219.
132、Huizinga, J. (1995), Homo Ludens: A study of the Play-Element in Culture, Boston: Beacon Press.
133、Hurley, R. F. & Hult, G. M. (1998), "Innovation, market orientation, and organizational learning: an integration and empirical examination", Journal of Marketing, Vol. 62(July), p.p.42-54.
134、Jain, S. C. (1985), Marketing Planning and Strategy, 2nd Ed., Cincinnati, OH: South-Western Publishing Co.
135、Johnston, R. & Lawrence, P. R. (1988), Beyond vertical integration: The rise of the value-addingpartnershi, Harvard Business Review, p.p.94-101
136、John, U. F., John, A. H. & Ring, L. W. (1974), An investigation of Relationships among Evaluative Beliefs, Affect, Behavioral Intention, and Behavior, in Consumer Behavior: Theory and Application, eds, Boston: Allyn & Bacon, p.p.89-114.
137、Kalakota, R. & Robinson, M. (1999), e-Business: goadmapfor Success, 1st Ed, Addison-Wesley, U. S. A.
138、Kamath, R. R. & Liker, J. K. (1994),A Second Look at Japanese Product Development, Harvard Business Review, November-December, p. p. 154-170.
139、Kanter, R. M. (1994), "Collaborative Advantage: The Art of Alliances", Harvard Business Review, Vol. 72, No. 4, p. p. 96-108.
140、Kaplan, R. S. & Norton, D. P. (1992), The Balanced Scorecard Measures That Drive Performance, Harvard Business Review. Vol. 70, No. 1, p.p.71-79.
141、Kaplan, R. S. & Norton, D.P. (1999), The Balanced Scorecard: Translating Strategy into Action, Boston:Harvard Business School Press.
142、Kaplan, R. S. & Norton, D. P. (1996), Using the Balanced Scorecard as A Strategic Management System, Harvard Business Review, Vol. 74,No. 1, p.p.75-85.
143、Kaplan, R. S. & Norton, D. P. (2001a), The Balanced Scorecard Measures that drive performance, Harvard Business Review, Vol. 70,No. 1,p.p.81-89.
144、Keeney, R. L. (1999), "The Value of Internet Commerce to the Customer", Journal of Management Sciences, Vol.45, No.4, p.p.533-542.
145、Kelley, S. W. (1993), "Discretion and the Service Employee", Journal of Retailing, Vol. 69(Spring), p,p. 104-126.
146、Kerlinger, F. N. (1986), Foundations of behavioral research, 3rd ed. N.Y.: Holt, Rinehart, & Winston.
147、Kiska, J. (2002), Customer experience management, CMA Management, Hamilton, Vol. 76, No.7, p.p.28-30.
148、Kluckhohn, C. (1951), the study of culture. In D. Lerner, & H.D. Lasswell (Eds.), The Policy Sciences. Stanford, CA: Stanford University Press.
149、Kollat, D.T., Blackwell, R. D. & Robeson, J. F. (1972), Strategic Marketing. New York: Holt, Rinehart and Winston.
150、Konsynski, B. R. & McFarlan, F. (1990), Information Partnerships—Shared Data, Shared Scale, Harvard Business Review, Vol. 68, No.5, p.p. 114-120.
151、Kotler, P. & Armstrong, G. (1991), Principles of Marketing 5th Ed, Englewood Cliffs, N J: Prentice-Hill.
152、Kotler, P. & Armstrong, G.(1996), Principles of marketing 7th ed, Englewood Cliffs, N. J., Prentice Hall, p.p.35.
153、Kotler, P. & Armstong, G. (2000), Principles of Marketing 12th Ed, Uper Saddle River, N J: Prentice Hall.
154、Kotler, P.、Ang, S. H., Leong, S.M. & Tan, C.T. (1999), Marketing. Management: An Asian Perspective, 2nd ed., Singapore: Prentice Hall.
155、Kotler, P. (1991), Market management analysis, planning and control New Jersey: Prentice-Hall, Englewood Cliff.
156、Kotler, P. (1991) Marketing Management: Analysis, Planning, and Control, New Jersey: Prentice-Hall, Inc. p.p.455.
157、Kotler, P. (1991), Marketing Management: Analysis, Planning, Implementation and Control, Prentice-Hall, New York.
158、Kotler, P. (1991), Marketing Management, N. J.: Prentice- Hall, p.p.266-268.
159、Kotler, P. (2000), Marketing Management lOth Ed, Prentice Hall, New York.
160、Kotter, P. & Heskett, J. L. (1992), Corporate culture and performance, New York: The Free Press.
161、Kreps, D. M. (1990), "Game Theory and Economic modeling", Oxford, UK: Clarondon Press, p.p.65-77.
162、Kujala, J. & Ahola, T. (2005), "The value of customer satisfaction surveys for project-based organizations: symbolic, technical, or none", International Journal of Project Management. Vol.23 Iss.5, p.p.404-409.
163、Kumar, S. & Steenkamp, J. E. (1995)," The effects of perceived interdependence on dealer attitudes ", Journal of Marketing Research, Chicago, Vol. 32, No. 3, p.p.348-357.
164、Kumar, N., Stern, L.W. & Achrol, R. S. (1992)," Assessing Reseller Performance from the Perspective of the S", Journal Of Marketing Research, Chicago(May), Vol. 29, Iss.2.
165、Larson, A. (1992), "Network dyads in entrepreneurial settings: A study of the governance of exchange relationships", Administrative Science Quarterly, Vol.37, p.p.76-104.
166、Lemon, K. N. (2001), "What Drives Customer Equity", Marketing Management, Vol. 10, No. 1, p.p.20.
167、Lemon, M. & Sahota, P. S. (2004), "Organizational culture as a knowledge repository for increased innovative capacity", Technovation. Vol. 24, Iss.6, pp.483-498
168、Lilia, Y. C. & Lynn, E. B. (1991), "Performance Evaluation and the Analytic Hierarchy Process", Journal of Management Accounting Research, Vol.3, p.p.57-87.
169、Lovelock, C. H. (1996), Services Marketing, New Jersey: Prentice Hall.
170、Lowenstein, R.(1997), "Intrinsic value: Rethinking the latest economic elixir", Wall Street Journal Ch. 1-3
171、Lusch, R. F. & James, R. B. (1996), "Interdependency, Contracting, and Relational Behavior in Marketing Channels", Journal of Marketing, Vol.60,p.p. 19-38 .
172 、 Malhotra, Y. (1998), Toward a Knowledge Ecology for Organizational White-Waters, http://www.brint.com/papers/ecology.htm.
173 、 Mano, H. & Oliver, R. L. (1993)," Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction", Journal of Consumer Research, Vol.20, p.p.451-466.
174 、 Mathwick, C.、 Malhotra, N. & Rigdon, E. (2001)," Experiential value: conceptualization, measurement and application in the catalog and internet shopping environment", Journal of Retailing, Vol.77, p.p.39-56.
175 、 Mathwick, C., Malhotra, N. K. & Rigdon, E. (2002), "The Effect of Dynamic Retail Exeriences on Experiential Perceptions of Value: An Internet and Catalog Comparison", Journal of Retailing, Vol.78, p.p.51-60.
176 、 Matsuno, J. T. & Aysegul, O. (2002), "The Effects of Entrepreneurial and Market Orientation on Business Performance", Journal of Marketing, Vol.66,No.3, p.p. 18-32.
177 、 McAdam, R. & McCreedy, S. (2000), "A critique of knowledge management:using a social constructionist model", New Technology-Work and Employment,Vol.15, No.2,p.p.155-168.
178 、 Meister, J. C. (2000), "The CEO-driven learning culture", Training and Development (Alexandria, Va.), Vol.54, No.6, p.p.52-58.
179 、 Miller, D. & Whitney, JO. (2000), "Strategic integration: Competing in the age of capabilities", California Management Review, Vol.42, No.3, p.p.118-147.
180 、 Mike, H. (2005), "Customer relationship management for facility managers", Journal of Facilities Management, London, Vol.3, Iss.4, p.p.362.
181 、 Mohr, T. & Nevin, B. (1990), "Communication Strategies in Marketing Channels: A Theoretical Perspective", Journal of Marketing, Vol.54, Iss.4,p.p.36-51.
182 、 Morgan, R. M & Hunt, S. D. (1994), "The commitment-trust theory of relationship marketing", Journal of Marketing. Chicago, Vol.58, No.3, p.p.20-39.
183 、 Morgan, R. M. & Hunt, S. D. (1994), "The Commitment-Trust Theory of Relationship Marketing", Journal of Marketing, Vol.58, No.1, p.p.20-38.
184 、 Murdick, R. G.、 Render, B. & Russel, R. S. (1990), Service Quality Management, Allynabnd Bacon Corp.
185 、 Nicosia, F.M. (1966), Consumer Decision Process: Marketing and Advertising Implications, Englewood Cliffs, N.J: Prentice- Hall.
186 、 Novak, E. (2002), "Does satisfaction pay?", Public Utilities Fortnightly,Arlington, Vol.76, No.7, p.p.34-39.
187 、 Nunnally, J. C. (1978), Psychometric theory, New York: McGraw-Hill.
188 、 Oliver, R.L. (1999), "Whence Consumer Loyalty", Journal of Marketing,Vol.63, pp.33-34.
189 、 O'Reilly, C. A. (1989), Corporations, Culture, and Commitment, Motivation and Social Control in Organization, California Management Review, Summer.
190 、 O'Reilly, C. A.、 Chatman, J. & Caldwell, D. F. (1991)," People and organizational culture: A profile comparison approach to assessing person-organizational fit", Academy of Management Journal, Vol.34, No.3,p.p.487-506.
191 、 Osward, A. M.、 Ram, K.& Michael, B. (2004), "Customer value-chain involvement for co-creating customer delight", The Journal of Consumer Marketing, Santa Barbara, Vol. 21, Iss. 7, p. p. 486.
192、Ott, J. (2000), Successfully development and Implementing Continuous relationship management, e-Business executive report, pop. 26-30.
193、Ouchi, W. G. & Wilkins, A. L. (1985), "Organizational Culture", Annual Review of Sociology, Vol. 11, p.p. 457-483.
194、Parasuraman, A., & Grewal, D. (2000)," The impact of technology on the quality-value-loyalty chain: a research agenda", Journal of the Academy of Marketing Science, Vol. 28, No. 1, p. p. 168-174.
195、Peppers, R. & Dorf, B. (1999), "Is Your Company Ready for One-To-One Marketing?", Harvard Business Review January, February, Vol. 77, No. 1, p. p. 151-160.
196、Perlmutter, H. V. & Heenan, D. A. (1986)," Cooperate to Complete Globally", Harvard Business Review, p.p. 136-152.
197、Pine, B. & Gilmore, J. (1999), The Experience Economy, Boston: Harvard Business Review, Mass.
198、Pine, B. & James, H. G. (1998), "Welcome to the Experience Economy", Harvard Business Review, July-August, p.p.97-105.
199、Pontus, J. & Jan, O. (2004), "Industrial service profiling: Matching service offerings and processes", International Journal of Production Economics, Vol. 89, Issue.3, p.p.309-320.
200、Porter, M. E. (1997)"Towards a Dynamic Theory of Strategy.", Strategic Management Journal, Vol. 12, p.p.95-117.
201、Prahalad, C. K. & Ramaswamy, V. (2000), "Co-Opting Customer Competence," Harvard Business Review, (January-February), p.p.79-87.
202、Prajogo, D. & Sohal, A. S. (2006)," The relationship between organization strategy, total quality management (TQM), and organization performance—the mediating role of TQM", European Journal of Operational Research, Vol. 34, Iss. 3, p.p. 296-312.
203、Prajogo, D. & Sohal, A. S. (2006)," The relationship between organization strategy, total quality management (TQM), and organization performance—the mediating role of TQM", European Journal of Operational Research, Vol. 34, Iss. 3, p.p.296-312.
204、Quinn, R. E. & McGrath, M.R., (1985), the Transformation if Organizational Cultures: A Competing Values Preceptive, Organizational Culture, Beverly Hills.
205、Rangan, V. K., Menezes, M. A. & Maier, E. P. (1992)," Channel selection for new industrial products: A framework, method, and application", Journal of Marketing, Vol. 56, No.7, p.p.69-82
206、Richard, M. & Arttu, L. (2004), "The role of CRM within retail loyalty marketing", Journal of Targeting, Measurement and Analysis for Marketing. London, Vol.12, Iss.3, p.p.305.
207、Ritchie, M. (2000), "Organizational culture: An examination of its effect on the internalization process and member performance", Southern Business Review, Statesboro, Vol. 25, Iss.2, p.p. 1-13.
208、Robbins, S. P. (1993), Organizational behavior—Concepts, controversies, and applications (6 th ed.), Englewood Cliffs, New Jersey: Prentice-Hall.
209、Robbins, S. P. (1996), Organization Behavior (7th ed.), New York: Prntice-Hall Inc.
210、Robbins, S. P. (1996), Organizational Behavior: Controversies, and Applications, New Jersey: Prentice-Hall Inc.
211、Robbins, S.P. (2001), Organizational Behavior, 9 th ed. Upper Saddle River, New Jersey: Prentice-Hall, Inc.,
212、Robert, S. K. & Davia, P. N. (1999), The Blanced Scorecand平衡计分卡，朱道凯译。
213、Rohit, D. U. F. & Frederick, Jr. (1993), "Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadra Analysis", Journal of Marketing, Vol.57, No. 1, p. p. 23-37.
214、Ronald, S. S. (2001), Accelerating Customer Relationship, Upper saddle River, New Jersey: Prentice Hall Inc.
215、Rosenbloom, B. (1999), Marketing Channels: A Management View, 4th ed., Chicago: Dryden Press.
216、Ruyter, K. D. & Wetzels, M. (2000), "Customer Equity Considerations in Service Recovery: A Cross-Industry Perspective", Journal of Service Industry Management, Vol. 11, Iss. 1, p.p.91.
217、Sathe, V. (1985), Culture and related corporate realities, Illinois: Homewood.
218、Schmitt, B. H. (1999), Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act and Relate to Your Company and Brand, New York, NY: Free Press.
219、Schneider, B. (1987), "E: f(P, B): The road to a radical approach to person-environment fit", Journal of Vocational Behavior, Vol 31, p. p. 353-361.
220、Senge, P. M. (1990), The Fifth Discipline: The Art and Practice of the Learning Organization, N. Y.: Doubleday.
221、Seybold, P. B. (2001), The customer revolution: How to thrive when customers are in control, Random House, Inc.
222、Sharma, S., Niedrich, R. W. & Dobbins, G. (1999)," A framework for monitoring customer satisfaction: An empirical illustration", Industrial Marketing Management, Vol. 28, p.p.232.
223、Sheth, J. N. (1979),"Psychobiology and Consumer Research: A Problem of Construct Validity", Journal of the Aeademy of Marketing Science, Vol. 7(June), p. p. 414-427.
224、Sheth, J. N.、Newman, B. I. & Gross, B. L. (1991), Consumption Values and Market Choices: Theory and Applications, Cincinnati, OH: Southwestern Publishing.
225、Shoemaker, M. E. (1999), "Leadership Practices in Sales Managers Associated with Self-efficacy, Role Clarity, and Job Satisfaction of Individual Industrial Salespeople," Journal of Personal Selling and Sales Management 19, No.4 (fall), p.p. 1-19.
226、Siehl, C. & Martin, J. (1990), Organizational culture: A key to financial performance? Organizational Climate and Culture, Schneider B. edit. Jossey-Bass Publishers.
227、Sinha, I. & DeSarbo, W. S. (1998), "An Integrated Approach Toward the Spatial Modeling of Perceived Customer Value", Journal of Marketing Research, Vol. 35 (May), p. p. 236-249.
228、Stafford, R. E. (1994), "Using co-operative strategies to make alliances work", Long Range Planning, Vol. 27, No. 3, p. p. 64-74
229、Stern, L. W. & EI-Ansary, A. I. (1992), Marketing channels (4th ed.), Englewood Cilffs, New Jersey: Prentice-Hall.
230、Stern, L. W. & EI-Ansary, A. I. (1996), Marketing channel (5th ed.), Prentice-Hall, Lin.
231、Stone, M., Woodcock, N. & Wilson, M. (1996), "Managing the Change from Marketing Planning to Customer Relationship Management", Long Range Planning, Vol. 29, No.5, p.p. 675-683.
232、Strauss, J. & Raymond, F. (2001), E-Marketing, Upper Saddle River, NJ: Prentice Hall.
233、Swan, J. E. & Trawick, I. E (1981), "Disconfirmation of satisfaction with a retail service." Journal of Retailing, Vol. 57, No. 3, p. p. 49-67.
234、Sweeney, J. C. & Soutar, G. N. (2001), "Consumer Perceived Value: The Development of a Multiple Item Scale", Journal of Retailing, Vol. 77, p. p. 230-220.
235、Swift, R. S. (2001), Accelerating Customer Relationships: Using CRM and Relationship Technologies, NJ: Prentice-Hall.
236、Tehrani, N. (2002), Publisher's outlook: The essence of CRM success, Customer Inter@ction Solutions, Norwalk, Vol. 21, No. 1, p. p. 2-4.
237、Thomas, B. L.、Simpson, P. M. & Siguaw, J. A. (1999), "The Impact of. Suppliers' Perceptions of Reseller Market Orientation on Key Relationship. Constructs", Journal of the Academy of Marketing Science, Vol.27, No. 1, p. p. 50-57.
238、Tiwana, A. (2001), the Essential Guide to Knowledge Management: E-Business and CRM Applications, Prentice Hall, Upper Saddle River, NJ.
239、Tolbert, A. M., Gary, N. M. & Ray, C. M. (2002), "Creating the Global Learning Organization (GLO)", International Journal of Intercultural Relations, Vol. 26, p.p.463-472.
240、Tushman, M. & Nadler, D. (1986), "Organising for Innovation", California Management Review, Vol. 28, No. 3, p. p. 74-92.
241、Unger, L. S. & Kernan, J. B. (1983)," On the Meaning of Leisure: An Investigation of Some Determinants of the Subjective Experience", Journal of Consumer Research, Vol.9, No.4, p.p. 381-393.
242、Venkatraman, N. and Vasudevan, R. (1986), Measurement of Business Performance in Strategy Research: A Comparison of Approaches. Academy of Management Review 11: 801-14.
243、Wanger, L. (1999), Instructional leadership in high-poverty schools. (CD-ROM), Abstracts from: ProQuest File: Dissertation Abstracts Item: AAT9937813.
244、Weitz, B. A. & Sandy, D. J. (1995), "Relationship Marketing and Distribution Channels", Academy of Marketing Science. Journal, Vol.23, Iss. 4, pp. 305-320.
245、Welch, H. L. (1998)," Environmental attitudes: 20 years of change?", The Journal of Environmental Education, Vol. 352, No. 4, p. p. 53-66.
246、Winer, R. S. (2001), A Framework for Customer Relationship Management, California Management Review, Vol.43, Iss. 4, p. p. 91.
247、Wirtz, J. & Bateson, E. G. (1999), "Consumer Satisfaction with Service: Integrating the Environment Perspective in Service Marketing into the Traditional Disconfirmation Paradigm ", Journal of Business Research 44, p. p. 55-66.
248、Woo, G. K., Leong, J. K. & Lee, Y. K.(2005), "Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant", International Journal of Hospitality Management,Vol.24, Iss.2, p.p. 171-193
249、 Woodruff, R.B. (1997), "Customer Value: The Next Source for Competitive Advantage", Journal of the Academy of Marketing Science, Vol. 25,No.2, p.p.139-153.
250、 Woods, W. A. (1981), Consumer Behavior, New York: North-Holland.
251、 Woodside, A.G、 Frey, L. & Daly, R. T. (1989), "Linking Service Quality,Customer Satisfaction, and Behavioral Intention", Journal of Health Care Marketing, Vol.9, No. 4, p.p.5-17.
252、 Wouter, B. & Dirk, V. P. (2005)," Customer base analysis: partial defection of behaviourally loyal clients in a non-contractual FMCG retail setting",European Journal of Operational Research. Vol.164, Iss.1, p.p. 252-268.
253、 Yi, Y. & Hoseong, J. (2003), "Effects of Loyalty Programs on Value Perception,Program Loyalty, and Brand Loyalty", Journal of the Academy of Marketing Science, Vol.31, No.3, p.p.229-240.
254、 Yorgey, L. A. (2002), "10 CRM trends to watch in 2002", Target Marketing,Philadelphia, Vol.25, No.3, p.p.82-83.
255、 Zeithaml, V. A, & Mary, J. B. (2000), Service Marketing: Integrating Customer Focus Across the Firm, Mcgraw-Hill.
256、 Zeithaml, V. A. (1988), "Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence", Journal of Marketing, Vol.52,p.p.2-22.