參考文獻
一、中文部分
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17. 經濟部2012中小企業白皮書。
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二、英文部分
1. Chen,J. S. & Ching,R. K.H. (2004),“An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capability on CRM Performance” Journal of Global Information Management,12 (1), pp. 1-17.
2. Don Peppers,Martha Roggers & Bob Dorf. (1999) “Is Your Company Ready for One-to-One Marketing?” Harvard Business Review, 77 (1), 151-160.
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8. Kalakota & Robinson. (2001),E-Business 2.0 Roadmap for Success. Addson Wisley.168-202.
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Information Systems Effectiveness” MIS Quarterly (19:2),June 1995,pp. 173-187。
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20. Seddon,P. B. (1997),“A Respecification and Extension of the DeLone and McLean Model of IS Success”. Information Systems Research,8(3),pp. 240-253.
21. Schultz,D. E., Tannenbaum,S. I.,& Lauterborn R.F.(1993). “Integratea marketing communication-pulling it together & making it work”. Lincolnwood,IL: NTC Publishing Group.
22. Sundstrom,Eric D. and Mary Graehl Sundstrom. (1990). “Workplace: The Psychology of the Physical Environment in Offices and Factories.” New York; Cambridge University Press.
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24. Tiwana,A. (2000),the Knowledge Management Toolkit: Practical Techniques for Building a Knowledge Management System,N.J.: Prentice-Hall.
25. The need of Information Systems (IS) Integration Complexity Model for IS Integration Project。
26. Usama Fayyad, Gregory Piatetsky-Shapiro and Padhraic Smyth. “Knowledge Discovery and Data Mining: Towards a Unifying Framework” Proceeding of the second International Conference on Knowledge Discovery and Data Mining (KDD-96),1996.
27. Venkatraman N. and Ramanujam V. (1986).” Measurement of Business Performance in Strategy Research: A Comparison of Approaches?” Academy of Management Review,11(4),pp.29-36.
三、網站連結:
1. http://taiwan.cnet.com/科技資訊網,通用數碼總經理 洪登貴,CRM有三種,該選哪一種?,2004/06/29
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2. http://taiwan.cnet.com/科技資訊網,通用數碼總經理 洪登貴,掃除CRM導入路霸,2004/07/083.
3. http://www.rogero.com/ ,徐文凊 (Beth Hsu)、羅邁凱(Mike Rogero) ,台灣2002年企業CRM導入狀況調查報導。
4. http://www.emba.com.tw/EMBA雜誌。
5. http://wiki.mbalib.com/MBALib。