000			01894naa a2200229uu 4500
001			0100515440037
003			OSt
005			20190211173733.0
008			101005s2010 xx ||||gr |0|| 0 eng d
100	1		_aCHUN-HSIEN, Su _942487
245	1	0	_aThe TQM extension : _btotal customer relationship management
260			_aOxfordshire : _bRoutledge, _cJan./Feb. 2010
520	3		_aFrom reviewing literature pertaining to customer relationship management (CRM), most research has focused partially on profitable customers, customer segmentation, information technology, or value creation. Curry and Kkolou (2004) found that CRM has revealed many aspects that closely resemble the total quality management (TQM) approach. A comprehensive viewpoint put forward in this study is going to propose a concept of 'total customer relationship management' (TCRM). Since ISO 9000 QMS (International Organization for Standardization 9000 Quality Management System) is always available and useful in the field of TQM implementation, it is introduced offering the framework with five components. Issues and content pertaining to CRM literature are classified and lodged into these components as elements. The TCRM system, therefore, is composed of five components and their own elements, as shown in Table 1. It is proposed hopefully to validate CRM activities more effectively, to pursue business excellence in CRM practice, as well as to have CRM become a mission covering all members, resources, processes and endeavours of an organisation
590			_aVolume 21
590			_aNumbers 1-2
700	1		_aTSAI, August _942488
700	1		_aCHU-LING, Hsu _942489
773	0	8	_tTotal Quality Management & Business Excellence _g21, 1-2, p. 79-92 _dOxfordshire : Routledge, Jan./Feb. 2010 _xISSN 14783363 _w
942			_cS
998			_a20101005 _b1544^b _cDaiane
998			_a20101006 _b1735^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c36678 _d36678
041			_aeng