000			02056naa a2200241uu 4500
001			0100515394437
003			OSt
005			20190211173732.0
008			101005s2010 xx ||||gr |0|| 0 eng d
100	1		_aCHAO-HSIUNG, Lee _942481
245	1	0	_aBusiness performance and customer relationship management : _bthe effect of IT, organisational contingency and business process on Taiwanese manufacturers
260			_aOxfordshire : _bRoutledge, _cJan./Feb. 2010
520	3		_aWith the rapidly growing development of electronic commerce, global competition and changing customer needs, traditional business operating strategies have totally changed. Companies have to reconsider and re-engineer their business processes for customer satisfaction, and the efficiency of production and services from the viewpoint of customer relationship management. In this research, the authors discuss the relationship of information technology (IT), organisational contingency, business process re-engineering and organisation performance in the Taiwanese manufacturing industry. The 800 companies surveyed in this study belong to Taiwan's manufacturing industry and are listed on the Taiwan Stock Exchange 2005. Using canonical correlation tests and a multi-regression approach, the results present a significant positive relationship between organisation performance and the factors of IT-route integration, information sharing, supply chain integration, decentralisation and coordination, and business extension. The results show a positive interaction between IT and organisational contingency; and IT and business process, organisational contingency and business process
590			_aVolume 21
590			_aNumbers 1-2
700	1		_aSHAIO, Huang Yan _942482
700	1		_aBARNES, F. Barry _942483
700	1		_aLI, Kao _942484
773	0	8	_tTotal Quality Management & Business Excellence _g21, 1-2, p. 43-66 _dOxfordshire : Routledge, Jan./Feb. 2010 _xISSN 14783363 _w
942			_cS
998			_a20101005 _b1539^b _cDaiane
998			_a20101006 _b1735^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c36676 _d36676
041			_aeng