碩士 / 國立成功大學 / 交通管理學系碩博士班 / 95 / This research empirically examines customer relationship management in the liner shipping industry in Taiwan. Four dimensions are identified based on a factor analysis: customer service and system, customization, customer communication, and customer relationship maintenance. Cluster analysis is subsequently performed to form maritime firms groups. Respondents are categorized into four groups on the basis of their factor scores in customer relationship management dimensions: customization and customer communication oriented firms, customer relationship maintenance oriented firms, customer service system and communication oriented firms, and customization oriented firms. Results indicate that customization and customer communication oriented firms have the best firm performance, followed by customization oriented firms, customer service system and communication oriented firms, and customer relationship maintenance oriented firms. Theoretical and practical implications of the research findings are discussed.
| Identifer | oai:union.ndltd.org:TW/095NCKU5119010 |
| Date | January 2007 |
| Creators | Lee-Han Wang, 王俐涵 |
| Contributors | Chin-Shan Lu, 呂錦山 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 94 |
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