English  |  正體中文  |  简体中文  |  Items with full text/Total items : 2737/2828
Visitors : 269192      Online Users : 3
RC Version 4.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Adv. Search
LoginUploadHelpAboutAdminister

Please use this identifier to cite or link to this item: http://ir.lib.stu.edu.tw:80/ir/handle/310903100/660

Title: TheResource-BasedTheory(RBT)StudyinCapabilities-CRMPerformance:TheCaseStudyofVietnameseCommercialBanks
The Resource-Based Theory (RBT) Study in Capabilities-CRM Performance: The Case Study of Vietnamese Commercial Banks
Authors: 陳氏珠
Tran Thi Chau
Contributors: 楊一峰
經營管理研究所
Keywords: Resource-Based Theory (RBT);Capability-CRM performance;Human Resource Capability;Information;Technology Capability;Customer Relationship Management (CRM).
Resource-Based Theory (RBT);Capability-CRM performance;Human Resource Capability;Information Technology Capability;Customer Relationship Management (CRM).
Date: 2010
Issue Date: 2011-05-23 15:59:13 (UTC+8)
Publisher: 高雄市:[樹德科技大學經營管理研究所]
Abstract: The resource-based theory (RBT) has been used as a perspective in understanding the capability-customer relationship management (CRM) performance. In this study the effects of two capabilities (human resource and information technology capabilities) investigated on customer relationship management (CRM) performance. Among four commercial banks in Vietnam, this study surveyed 200 employees and 200 customers in the spring term of 2010. This stud use statistical tools such as Confirmatory Factor Analysis (CFA), Variance Inflation Factor (VIF) and Multiple Hierarchical Regression (MHR) to analyze data. The expectation of this study helped understand whether the positive effects of information technology and human resource capabilities and the complementarity of them on CRM performance. These results of new findings suggested us to realize by the followings: these two capabilities are important to business resources since they are expected significantly to improve CRM performance
Appears in Collections:[經營管理研究所] 博碩士論文

Files in This Item:

File Description SizeFormat
index.html0KbHTML350View/Open
stu-99-s97633301-1.pdf全文1710KbAdobe PDF623View/Open
TheResource-BasedTheory(RBT)StudyinCapabilities-CRMPerformanceTheCaseStudyofVietnameseCommercialBanks__臺灣博碩士論文知識加值系統.htm國圖110KbHTML446View/Open


All items in STUAIR are protected by copyright, with all rights reserved.

 


無標題文件

著作權政策宣告:

1.

本網站之數位內容為樹德科技大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,惟仍請適度,合理使用本網站之內容,以尊重著作權人之權益。商業上之利用,則請先取得著作權人之授權。
 
2. 本網站之製作,已盡力防止侵害著作權人之權益,如仍發現本網站之數位內容有侵害著作權人權益情事者,請權利人通知本校護人員(clairhsu@stu.edu.tw),維護人員將立即採取移除該數位著作等補救措施。
 
DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback