碩士 / 國立高雄海洋科技大學 / 航運管理研究所 / 99 / In the container shipping industry, the cargo and carrier are intensively inter-related. Customers can choose different carriers depending on their needs; therefore, to attract customers, the liner shipping industry needs to promote the operation performance and consolidate the relationship with customers. The main purpose of this research is to find out the important and successful factors of the implementation of customer relationship management and the operation performance by using literature review and questionnaire survey from customers. According to the study, the OOCL is recognized as the high standard of developing and implementing customer service and system, customization, customer communication, and customer relationship maintenance. Furthermore, the OOCL employees have great working performance with reputable high return of investment. In the future, theoretical and practical implications of the research finding can provide applicable recommendations for the company.
| Identifer | oai:union.ndltd.org:TW/098NKIMT301038 |
| Date | January 2011 |
| Creators | Weng, Chun-Hsiang, 翁純香 |
| Contributors | Tai, Hui-Huang, 戴輝煌 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 72 |
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