Customer Relationship Management (CRM)
Dept. of Business Administration, National Cheng Kung University
Feb. – June 2011
張心馨 (Hsin Hsin Chang)
E-mail：easyhhc@mail.ncku.edu.tw
Office：62605
Tel：ext. 53326
Contents
Date
2/22
Introduction
3/1
Enterprises and CRM
C.1: CRM, database marketing, and customer value
C.2: CRM industry landscape
3/8
C.3: Strategic CRM
C.4: Implementing the CRM strategy
C.5: Introduction to customer-based marketing metrics
C.6: Customer value metric
3/15
C.7: Using database marketing
C.8: Design loyalty programs
C.9: Effectiveness of loyalty programs
C.10: Data mining
3/22
C.11: Campaign management
C.12: Application of database MKT in B2B &B2C scenarios
C.13: Application of customer value framework to MKT decision
C.14: Impact of CRM on MKT channels
3/29
(Temporary)
1. Networked narratives: Understanding word-of-mouth marketing in online communities
(2010) Journal of Marketing
2. The design, use, and consequences of virtual processes (2010) Information System
Research
4/12
3. Vigilant interaction in knowledge collaboration: Challenges of online user participation
under ambivalence (2010) Information System Research
4. Let’s shop online together: an empirical investigation of collaborative online shopping
support (2010) Information System Research
4/19
5. Cross-bidding in simultaneous online auctions: Antecedents and consequences (2010)
Information & Management (I & M)
6. Investigating online information disclosure: Effects of information relevance, trust and
risk (2010) Information & Management
1
4/26
7. A model of customer relationship management and business intelligence systems for
catalogue and online retailers (2010) Information & Management
8. Identifying the ideal fit between mobile work and mobile work support (2010)
Information & Management
5/3
9. Conveying trustworthiness to online consumers: reactions to consensus, physical store
presence, brand familiarity, and generalized suspicion (2010) Journal of Retailing
10. Computer-mediated customization tendency (CMCT) and the adaptive e-service
experience (2010) Journal of Retailing
5/10
11. Virtual community loyalty: An interpersonal- interaction perspective (2010) International
Journal of Electronic Commerce
12. Business network-based value creation in electronic commerce (2010) International
Journal of Electronic Commerce
5/17
13. Quality uncertainty and the performance of online sponsored search markets: An
empirical investigation (2010) Information System Research
14. Assessing screening and evaluation decision support systems: a resource-matching
approach (2010) Information System Research
5/24
15. The effects of attribute concreteness and prominence on selective processing, choice, and
search experience (2010) Journal of the Academy Marketing Science
16. The influence of C2C communications in online brand communities on customer purchase
behavior (2010) Journal of the Academy Marketing Science
5/31
17. The determinants of consumers’ online shopping cart abandonment (2010) Journal of the
Academy Marketing Science
18. To bundle or not to bundle: determinants of the profitability of multi-item auctions (2010)
Journal of Marketing
6/7
19. What makes a helpful online review? a study of customer reviews on Amazon.com (2010)
MIS Quarterly
6/14
20. Are there neural gender differences in online trust? an FMRI study on the perceived
trustworthiness of eBay offers(2010) MIS Quarterly
6/21
21. Brand positioning strategy using search engine marketing(2010) MIS Quarterly
Books & References:
 Kumar, V. and Reinartz, W.J. (2006) Customer Relationship Management: A Databased
Approach, John Wiley & Sons, Inc. (雙葉代理)
 Journal of articles and Cases (supporting)
Conceptual Research
1. Networked narratives: Understanding word-of-mouth marketing in online communities
(2010) Journal of Marketing
2. The design, use, and consequences of virtual processes (2010) Information System Research
2
3.
Vigilant interaction in knowledge collaboration: Challenges of online user participation
under ambivalence (2010) Information System Research
Research Article
4. Cross-bidding in simultaneous online auctions: Antecedents and consequences (2010)
Information & Management (I & M)
5. Investigating online information disclosure: Effects of information relevance, trust and risk
(2010) Information & Management
6. A model of customer relationship management and business intelligence systems for
catalogue and online retailers (2010) Information & Management
7. Identifying the ideal fit between mobile work and mobile work support (2010) Information
8.
& Management
Conveying trustworthiness to online consumers: reactions to consensus, physical store
presence, brand familiarity, and generalized suspicion (2010) Journal of Retailing
9.
Computer-mediated customization tendency (CMCT) and the adaptive e-service experience
(2010) Journal of Retailing
10. Virtual community loyalty: An interpersonal- interaction perspective (2010) International
Journal of Electronic Commerce
11. Business network-based value creation in electronic commerce (2010) International
Journal of Electronic Commerce
12. Quality uncertainty and the performance of online sponsored search markets: An empirical
investigation (2010) Information System Research
13. Assessing screening and evaluation decision support systems: a resource-matching
approach (2010) Information System Research
14. Let’s shop online together: an empirical investigation of collaborative online shopping
support (2010) Information System Research
15. The effects of attribute concreteness and prominence on selective processing, choice, and
search experience (2010) Journal of the Academy Marketing Science
16. The influence of C2C communications in online brand communities on customer purchase
behavior (2010) Journal of the Academy Marketing Science
17. The determinants of consumers’ online shopping cart abandonment (2010) Journal of the
Academy Marketing Science
18. To bundle or not to bundle: determinants of the profitability of multi-item auctions (2010)
Journal of Marketing
19. What makes a helpful online review? a study of customer reviews on Amazon.com (2010)
MIS Quarterly
20. Are there neural gender differences in online trust? an FMRI study on the perceived
trustworthiness of eBay offers(2010) MIS Quarterly
3
21. Brand positioning strategy using search engine marketing(2010) MIS Quarterly
More Work
22. Impact of Online consumer reviews on sales: The moderating role of product and consumer
characteristics (2010) Journal of Marketing
23. Impact of quality antecedents on taxpayer satisfaction with online tax-filing systems—An
empirical study (2010) Information & Management
24. Online customers’ cognitive differences and their impact on the success of recommendation
agents (2010) Information & Management
25. Mapping online consumer search (2011) Journal of Marketing Research
26. The effects of browsing frequency and gender on the relationship between perceived control
and patronage intentions in E‑tail (2010) International Journal of Electronic Commerce
27. A decision model for e-commerce-enabled partial market exit (2010) Journal of Retailing
28. The effect of rating scale format on response styles: The number of response categories and
response category labels (2010) International Journal of Research in Marketing
29. Estimating aggregate consumer preferences from online product reviews(2010)
International Journal of Research in Marketing
30. Innovation diffusion and new product growth models: A critical review and research
directions (2010) International Journal of Research in Marketing
31. Understanding willingness-to-pay formation of repeat bidders in sequential online auctions
32.
33.
34.
35.
36.
(2010) Information System Research
Balancing it with the human touch: optimal investment in it-based customer service (2010)
Information System Research
Ex ante information and the design of keyword auctions (2010) Information System
Research
Empirical analysis of the impact of recommender systems on sales (2010) Journal of
Management Information Systems
Are consumers more likely to contribute online reviews for hit or niche products? (2010)
Journal of Management Information Systems
Price effects in online product reviews: An analytical model and empirical analysis (2010)
MIS Quarterly
37. WEB 2.0 and politics: The 2008 U.S. presidential election and an e-politics research
agenda(2010) MIS Quarterly
4