一、中文部分
1.日本人力資源學院著;楊鴻儒譯(民90),CRM戰略執行手冊,遠擎管理顧問
2.王立仲(民87),服務業關係行銷之研究,政治大學企業管理學系碩士學位論文3.王正萍(民90),「新時代的顧客服務:e-CRM」,電子商務導航,第三卷第14期,http://www.ec.org.tw
4.李田樹譯(民89),「3D行銷策略」,EMBA世界經理文摘,第165期,5月,頁28-50 (本文摘譯自Court, D., French, Thomas D., McGuire, Tim I. & Partington, M. (1999), “Marketing in 3D”, the Mckinsey Quarterly, No.4)
5.李裕昆譯(民82),臨界生產方式:改變世界的企業經營體制,中華企管(本書譯自Womack, James P., Jones, Daniel T., Roos, Daniel & Carpenter, Donna S. (1990), “The Machine That Changed the World:The Story of Lean Production”)
6.余榮輝(民89),汽車產業競爭策略之研究─以和泰汽車為例,中山大學管理學院高階經營管理班碩士學位論文7.吳欣穎(民89),企業導入顧客關係管理之研究,台北大學企業管理學系碩士學位論文8.吳淑貞(民90),台灣企業導入與運用顧客關係管理系統的困難及因應之道,中正大學企業管理研究所碩士學位論文9.波特(Michael E. Porter)著;李明軒、邱如美譯(民88),競爭優勢,天下遠見
10.邵琳(民86),行銷通路成員信任─承諾模式之研究:台灣汽車產業之實證,銘傳大學管理科學研究所碩士學位論文
11.洪順慶(民88),行銷管理,新陸書局
12.高隆樺(民90),影響顧客關係管理應用類別與認知成效之模式建構,政治大學資訊管理學系碩士學位論文13.陳文華(民89),運用資料倉儲技術於顧客關係管理,能力雜誌,第527期,1月,頁132-13814.陳巧佩(民90),企業導入顧客關係管理決策之研究,政治大學企業管理學系碩士學位論文15.裕隆汽車、行冠企業(民90),全方位行的服務CRM系統,經濟部示範性資訊應用開發計畫書
16.匯豐汽車(民90),匯豐汽車eMentor System─業代的良師益友,經濟部示範性資訊應用開發計畫書
17.劉士豪(民83),資訊系統與組織競爭優勢關係之研究:資源基礎理論之應用,政治大學企業管理研究所博士學位論文18.鄭平山(民89),行銷通路結構與消費者滿意度之關係:以台灣地區小型汽車行銷體系為例,成功大學國際企業研究所碩士學位論文19.衛南陽(民90),服務競爭優勢:探索永續經營的奧秘,商兆文化
20.賴香菊、鍾宜璋(民90),行銷跟著Notebook走:高都豐田的業務代表行銷管理系統,商業現代化,第47期,7月,頁24-3121.鍾宜璋(民90),汽車銷售業電子商務策略研究:以高都豐田為例,中山大學資訊管理研究所在職專班碩士學位論文22.瞿紹美(民83),跨組織資訊系統對行銷通路成員權力關係之影響─探索性研究,政治大學企業管理研究所博士學位論文23.三菱汽車台灣車主網站(www.5230.com.tw)、中華汽車企業網站(www.china-motor.com.tw)、中華汽車年報(民89)
24.豐田汽車台灣車主網站(www.toyota.com.tw)、和泰汽車企業網站(www.hotaimotor.com.tw)、和泰汽車年報(民89)
25.日產汽車台灣車主網站(www.nissan.com.tw)、裕隆汽車企業網站(www.yulon-motor.com.tw)、裕隆汽車年報(民89)
二、英文部分
1.Bakos, J.Y. & Treacy, M.E.(1986), “Information Technology and Corporate Strategy:A Research Perspective”, MIS Quarterly, Jun, pp.107-119
2.Barney, Jay (1991), “Firm Resources and Sustained Competitive Advantage”, Journal of Management, Vol.17, Mar, pp.99-120
3.Bensaou, M. (1999), “Portfolios of Buyer-Supplier Relationships”, Sloan Management Review, Summer, pp.35-44
4.Berry, Leonard L. & Parasuraman, A. (1991), Marketing Services:Competing Through Quality, New York, NY:The Free Press
5.Bowersox, Donald J. & Cooper, M. Bixby (1992), Strategic Marketing Channel Management, New York, NY:McGraw-Hill
6.Brown, Stanley A. (2000), Customer Relationship Management:A Strategic Imperative in the World of e-Business, Etobicoke, Ontario:John Wiley & Sons
7.Curry, Jay (2000), The Customer Marketing Method:How to Implement and Profit from Customer Relationship Management, New York, NY:The Free Press
8.Dyer, J.H. (1997), “Effective Interfirm Collaboration:How Firms Minimize Traction Costs and Maximize Transaction Value”, Strategic Management Journal, Vol.18, pp.535-556
9.El-Ansary, Adel I. & Stern, Louis W. (1972), “Power Measurement in the Distribution Channel”, Journal of Marketing Resaerch, Vol.9, Feb, pp.47-52
10.Frazier, Gary L. (1983), “On the Measurement of Interfirm Power in Channels of Distribution”, Journal of Marketing Research, Vol.20, May, pp.158-166
11.Frazier, Gary L. & Summers, John O. (1986), “Perceptions of Interfirm Power and Its Use Within a Franchise Channel of Distribution”, Journal of Marketing Research, Vol.23, May, pp.169-176
12.Frazier, Gary L.; Gill, James D. & Kale, Sudhir H. (1989), “Dealer Dependence Levels and Reciprocal Actions in a Channel of Distribution in a Developing Country”, Journal of Marketing, Vol.53, Jan, pp.50-69
13.Griffin, Abbie; Gleason, Greg; Preiss, Rick & Shevenaugh, Dave (1995), “Best Practice for Customer Satisfaction in Manufacturing Firms”, Sloan Management Review, Vol.36, Issue 2, Winter, pp.87-98
14.Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; Sasser Jr., W. Earl & Schlesinger, Leonard A. (1994), “Putting the Service-Profit Chain to Work”, Harvard Business Review, Mar-Apr, pp.164-174
15.Johnson, Michael D. (1998), Customer Orientation and Market Action, Upper Saddle River, NJ:Prentice Hall
16.Jones, Thomas O. & Sasser Jr., W. Earl (1995), “Why Satisfied Customers Defect”, Harvard Business Review, Nov-Dec, pp.88-99
17.Kalakota, Ravi & Robinson, Marcia (2001), e-Business 2.0:Roadmap for Success, Upper Saddle River, NJ:Addison-Wesley
18.Kaplan, Robert S. & Norton, David P. (1992), “The Balanced Scorecard:Measures That Drive Performance”, Harvard Business Review, Jan-Feb, pp.71-79
19.Linoff, G.S. (1999), “The Customer Lifecycles”, Intelligent Enterprise, Nov, pp9-13
20.Lovelock, Christopher H. (1983), “Classifying Services to Gain Strategic Marketing Insights”, Journal of Marketing, Vol.47, Summer, pp.9-20
21.Lovelock, Christopher H. (1996), Services Marketing, Upper Saddle River, NJ:Prentice Hall
22.Lovelock, Christopher H. (2001), Services Marketing:People, Technology, Strategy, Upper Saddle River, NJ:Prentice Hall
23.Nykamp, Melinda (2001), The Customer Differential:The Complete Guide to Implementing Customer Relationship Management, New York, NY:AMACOM
24.Peck, H.; Payne, A.; Christopher, M. & Clark, M. (1999), Relationship Marketing:Strategy and Implementation, Jordan Hill, Oxford:Butterworth-Heinemann
25.Reichheld, Frederick. J. & Sasser Jr., W. Earl (1995), “Zero Defections:Quality Comes to Services”, Harvard Business Review 73, Sep-Oct, pp.59-75
26.Scott, Tim (2001), “CRM in the Automotive Sector:The Drive to Build Lasting Relationships”, http://www.crm-forum.com
27.Stern, Louis W.; El-Ansary, Adel I. & Coughlan, Anne T. (1996), Marketing Channels, Upper Saddle River, NJ:Prentice Hall
28.Stone, M.; Woodcock N. & Wilson M. (1996), “Managing the Change from Marketing Planning to Customer Relationship Management”, Long Range Planning, Vol.29, No.5, pp.675-683
29.Wheeler, Steven & Hirsh, Evan (1999), Channel Champions:How Leading Companies Build New Strategies to Serve Customers, San Francisco, Cal:Jossey-Bass
30.Yu, Larry (2001), “Successful Customer Relationship Management”, MIT Sloan Management Review, Vol.42, Issue 4, Summer, pp.18-19
31.Zeithaml, Valarie A. & Bitner, Mary Jo (2000), Services Marketing:Integrating Customer Focus Across the Firm, New York, NY:McGraw-Hill
三、國外汽車業案例
1.Anonym(2001), “Saab Standardizes On Siebel eBusiness Applications”, http://www.siebel.com
2.Anonym(2001), “Renault Standardizes On Siebel eBusiness Applications”, http://www.siebel.com
3.Anonym(2002), “GM Builds a One-Stop Shop for GM Families”, http://www.siebel.com
4.Anonym(2002), “General Motors Expands Use of Siebel eBusiness Applications”, http://www.siebel.com
5.Anonym(2002), “Siebel eBusiness, Automotive Customer Reference Accounts”, Siebel System, Inc.
6.Boyd, Jade(2001), “GM’s Web Sales In Brazil Could Be Model for U.S.”, InternetWeek, Issue.851, 5th Mar, p.9
7.Brewer, Geoffrey & Estell, Libby(1999), “This Call Center Accelerates Sales”, Sales & Marketing Management, Vol.151, Issue 2, Feb, p.72
8.Cohen, Alan(2001), “Gold Star Sites”, Yahoo! Internet Life, Vol.7, Issue 2, Feb, pp.83-85
9.Gardner, Dana(1999), “From Bricks to Clicks”, InfoWorld, Vol.22, Issue 33, 16th Aug, p.132
10.Gonsalves, Antone(2001), “Dealers Try Online CRM”, Informationweek, Issue 847, 23th Jul, p.51
11.Grimm, Matthew(1999), “Ford Connects”, Brandweek, Vol.40, Issue 1, 4th Jan, pp.19-20
12.Grimm, Matthew(1999), “Getting to Know You”, Brandweek, Vol.40, Issue 1, 4th Jan, pp.16-18
13.Guyer, Lillie(2000), “Ford’s Online Effort Clicks into Gear”, Advertising Age, Vol.71, Issue 17, 17th Apr, p.8
14.Katz, Diane & Payne, Henry(2000), “Traffic Jam”, Reason, Vol.32, Issue 3, Jul, pp.48-50
15.Kemp, Ted(2001), “Carmakers in CRM Slow Lane”, InternetWeek, Issue 855, 2th Apr, p.19
16.Halliday, Jean(2000), “Carmakers Learn to Mine Databases”, Advertising Age, Vol.71, Issue 17, 17th Apr, p.6
17.Halliday, Jean(2000), “Makers Mine Databases for Marketing Riches”, Automotives News, Vol.74, Issue 5872, 1th May, p.68
18.Marchetti, Michele(1999), “Shifting Gears”, Sales & Marketing Management, Vol.151, Issue 12, Dec, pp.38-45
19.Mazur, Laura(2001), “Neither Dealers nor Consumers Want Ford’s CRM”, Marketing, 31th May, p.22
20.Piszczalski, Martin(2000), “The Auto Industry Goes Dot Com”, Automotive Manufacturing & Production, Vol.112, Issue 4, Apr, pp.30-32
21.Rossman, Randi(2000), “Putting the Customer in the Driver’s Seat’, Ward’s Auto World, Jun, pp.11-15
22.Rubin, Saul(2000), “Telematics Prospects Great, but Who’ll Make the Money?”, Global Positioning & Navigation News, Vol.10, Issue 21, 18th Oct, p.1
23.Teresko, John(1999), “Remaking the Auto-Makers”, Industry Week, Vol.248, Issue 18, 4th Oct, pp.40-44
24.Wijayasinha, Kingsley(2001), “Carmakers Aiming for Quicker Fix”, Nation, 11th Jun