黃明蕙臺灣大學：資訊管理學研究所蔡沛翔Tsai, Pei-HsiangPei-HsiangTsai2007-11-262018-06-292007-11-262018-06-292006http://ntur.lib.ntu.edu.tw//handle/246246/54353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。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.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 23215479 bytesapplication/pdfen-US顧客關係管理共同生產Customer Relationship ManagementCo-productionotherhttp://ntur.lib.ntu.edu.tw/bitstream/246246/54353/1/ntu-95-R93725044-1.pdf