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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Bibliographic Details
Main Authors:	Hsiao-hua Hung, 洪筱華
Other Authors:	Shu-Chu Sarrina Li
Format:	Others
Language:	zh-TW
Published:	2002
Online Access:	http://ndltd.ncl.edu.tw/handle/50247942716164856449

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spelling	ndltd-TW-090NCTU03760062016-06-27T16:08:59Z http://ndltd.ncl.edu.tw/handle/50247942716164856449 A Study of the Relationship between Computer-Mediated Communication and Customer Relationship Management: The Mobile Phone Industry in Taiwan 從電腦中介傳播角度談組織溝通與顧客關係管理之相關性研究─以台灣全區行動通訊業者為例 Hsiao-hua Hung 洪筱華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. Shu-Chu Sarrina Li 李秀珠 2002 學位論文 ; thesis 149 zh-TW
collection	NDLTD
language	zh-TW
format	Others
sources	NDLTD
description	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.
author2	Shu-Chu Sarrina Li
author_facet	Shu-Chu Sarrina Li Hsiao-hua Hung 洪筱華
author	Hsiao-hua Hung 洪筱華
spellingShingle	Hsiao-hua Hung 洪筱華 A Study of the Relationship between Computer-Mediated Communication and Customer Relationship Management: The Mobile Phone Industry in Taiwan
author_sort	Hsiao-hua Hung
title	A Study of the Relationship between Computer-Mediated Communication and Customer Relationship Management: The Mobile Phone Industry in Taiwan
title_short	A Study of the Relationship between Computer-Mediated Communication and Customer Relationship Management: The Mobile Phone Industry in Taiwan
title_full	A Study of the Relationship between Computer-Mediated Communication and Customer Relationship Management: The Mobile Phone Industry in Taiwan
title_fullStr	A Study of the Relationship between Computer-Mediated Communication and Customer Relationship Management: The Mobile Phone Industry in Taiwan
title_full_unstemmed	A Study of the Relationship between Computer-Mediated Communication and Customer Relationship Management: The Mobile Phone Industry in Taiwan
title_sort	study of the relationship between computer-mediated communication and customer relationship management: the mobile phone industry in taiwan
publishDate	2002
url	http://ndltd.ncl.edu.tw/handle/50247942716164856449
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A Study of the Relationship between Computer-Mediated Communication and Customer Relationship Management: The Mobile Phone Industry in Taiwan

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