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IDEF0
1
2
3 IDEF0
4
49
50
( Market Intelligence Center MIC) 2002
105.98 2001 23.7%
2002 2,167 14.64 2001
2.8% 1.9% 2002 418.5 34.49
2001 45.3% 33.2% INTEL
2001 24% 2002 26% MIC 2002
20.1% 1,700.8 5.7% 129.35
[51]
[29]
5% 85%
15% 50% 70%
[16]
(Quick Response,
QR) [50]
Gartner Group [48]
2005 8
(e-Marketplace) Collaborative Commerce
Gordon[6]
51
52
Customer Relationship Management;CRM
Collaborate
[8]
[22]
Davidow Uttal[20]
Lalonde [10]
Gilmour [5]
LaLonde[10]
[18] [11]
Davidow Uttal[20]
[3,4,9,13,14,17]
Pearlson Whinston[14]
LeBoeuf[22]
Lalonde Zinszer[10]
1
2
3
4
[44]
1
2 ( )
53
54
3
4 (Cross-selling)
5
Pepers &Rogers[15]
? ?
[43]
Wayland & Cole [23]
1
2
3
4
Kalakota and Robinson[7]
Kalakota and Robinson
.
(Needs)
(Desires) (Expectation-across) [2]
The American Heritage Dictionary
1 To work together, especially in a joint intellectual effort
2 To cooperate reasonably, as with an enemy occupation force
[56]
55
56
1
2
3
4 IDEF0
IDEF0 1-1
1 IDEF0
5
Windows 2000 Access 2000 FrontPage 2000
Internet
6
IDEF
[27]
1.
2.
3.
4.
5.
6.
7.
(Prototyping
Approach)
4-1
IDEF0
4-1
4-2
57
58
2
3
IDEF0
5~6
2.5~3 50%
59
60
MIC 2002
20.1% 1,700.8 5.7% 129.35
IDEF0
2
IDEF0
(Supply Chain Management, SCM)
61
62
1 Awad, Elias M. and Malcolm H. Gotterer, Database Management, Boyd & Fraser Pub. Co., 1992.
2 Book, Joel (1999), Customer Relationship Management: What is it that Separates CRM
Contenders from CRM Pretenders? DM Review, http://www.dmreview.com , September 1999.
3 Burger, P. C. and C. W. Cann, Post-purchase strategy, Industrial Marketing Management,
24, pp.91-98, 1995.
4 Cuuningham, M.t. and D. A. Roberts, The role of customer service in industrial marketing,
European Journal of Marketing,8,pp.15-28, 1974.
5 Gilmour, Peter, Customer Service: Differentiation by Marketing Segment, International
Journal of Physical Distribution and Materials Management, Vol.7, No.3, pp.145, 1977
6 Gordon, Judith R., Organizational Behavior A Diagnostic Approach, Prentice Hall, Inc., 1996.
7 Kalakota ,Ravi and Marcia Robinson (1999), e-Business:Roadmap for Success,1st ed.,U.S.A.:Mary T.O
Brien.
8 Kasper, Hans and Lemmink Jos, After Sales Service Quality: Views Between Industrial
Customers and Service Managers, Industrial Marketing Management, 18, pp.199-208, 1989.
9 Kotler, P., Marketing Management: Analysis, Planning, Implementation, and Control, 8th Ed.,
Prentice-Hall, Inc., 1994.
10 Lalonde, Bernard J. and Paul H. Zinszer, Customer Service: Meaning and Measurement,
National Council of Physical Distribution Management, Chicago, pp.281, 1976.
11 Lambert, Douglas M. and James R. Stock, Strategic Logistics Management, 3rd ed., Boston,
Irwin, 1993.
12 Lash, Linda M., The Complete Guide to Customer Service, John Wiley & Sons, Inc., 1989.
13 Nitchell, V. W. and P. Boustani, A Preliminary Investigation into Pre- and Post-Purchase
Risk Perception and Reduction, European Journal of Marketing, 28, pp.56-71, 1994.
14 Pearlso, K., and A. B. Whinston, Customer support issues for the 21th century,
Working paper, Department of Management Science and Information Systems, University of
Texas at Austin, 1993 .
15 Peppers,D.&Rogers,M.,The One to One Future :Building Relationships One Customer at a
Time, New York :Doubleday,1993
16 Ravi Kalakota and Marcia Robinson, E-Business Roadmap for Success , Addison-Wesley, 1999.
17 Samli, A. C., L. W. Jacobs and J. Wills, What presale and postsale services do you need to
be competitive ? Industrial Marketing Management, 21, pp.33-41, 1992.
18 Sterling, Jay U. and Douglas M. Lambert, Establishing Customer Services Strategies
Within the Marketing Mix, Journal of business Logistics, Vol.8, No.1, pp.1-30, 1987.
19 Whinston, A. B. and Pearlson, Customer Support Issues for the 21th Century,
Positioning Customer Support for 21th Century Conference, Austin, Texas, U.S.A, Nov.10-
11, 1993.
20 Davidow, Willian H. and Bro Uttal 90
80 6
21 Digi Solution 88 1
22 LeBoeuf, Michael
85 4
23 Wayland, Robert E. Paul M. Cole 88
24 69
25 B2C
89 .
26 Access 97
87 6
27 2001
28 82 8
29
86
30
90
31
87
32
85
33 WWW
85
34.
81
35 ACCESS 95
85 6
63
64
36 77-
100 83 5
37
89
38
84
39 84
40 34 2 33-37 89 3
41 ACCESS 1997
42 33-34 83 7
43 CRM
44
90
45 249
98-101 84 3
46 1996
47 Active Server Page ASP
88 2
48 http://tw.cnet.com.tw/news 90 7
49
90
50
89
51 -P4-M NB http://tw.stock.yahoo.com 90 4
52 MIS 81
53 ACCESS 97 202-203 86 8
54
90
55
86 9
56 e
http://tw.cnet.com.tw/news 90 9
57 -
84
58 82