A Study of the Relationship between Computer-Mediated Communication and Customer Relationship Management: The Mobile Phone Industry in Taiwan
碩士 === 國立交通大學 === 傳播所 === 90 === This study adopts computer-mediated communication theories to examine the major strategies and communication channels used by the mobile phone industry to understand how this industry maintains a good relationship with its customers. Twelve intensive inter...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2002
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| Online Access: | http://ndltd.ncl.edu.tw/handle/50247942716164856449 |
| Summary: | 碩士 === 國立交通大學 === 傳播所 === 90 === This study adopts computer-mediated communication theories to examine the major strategies and communication channels used by the mobile phone industry to understand how this industry maintains a good relationship with its customers.
Twelve intensive interviews were conducted to collect data for this study. Data analysis shows that the Internet does bring many advantages for this industry, making the management of customer relationship more efficient and personalized. However, the data indicate that the major communication channel for the mobile industry to handle its customer relationship is still using telephone. More detailed findings are discussed in the study.
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