Exploring the Influence of Logistical Operator’s Customer Relationship Management on Supply Chain Management Performance

• Main Authors: Lu, Jan-Tsung, 呂振宗
• Other Authors: Chiu, Rong-Her
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/67626869106033125331

碩士 === 國立臺灣海洋大學 === 航運管理學系 === 103 === Nowadays, enterprises all expand their production sites and markets in order to create competitive advantages as well as to increase the profits and control the costs. Business entities are not only to scale up the business size but also to enhance their inter-dependence between supplier, logistics, enterprises and end users domestically and globally; through thit way, they form a close global supply chain. Hence, supply chain management has been a crucial tool for enterprises to maintain their competitiveness. However, just depends on supply chain management to reduce costs is not enough for enterprises to increase their competitiveness. Except for reducing the costs, enterprises need to increase profits and the partnership with their collaborators to increase their customers’ satisfaction through customer relationship management. The main motivation and intention for the study is by customer relationship management to assist supply chain management service and by satisfy the needs of various customers to increase management performance of logistics. This study focuses on investigating how customer relationship management will affect supply chain management between logistical operators. Questionnaire survey is adopted as the research method to collect data. The major results show that logistical operators with different managerial backgrounds have different thinking on the dimensions of “information technology” and “supplier performance” in supply chain management. Besides, customer relationship management is highly relevant to supply chain management. Among these, the capability of customer relationship is the most relevant dimension to supply chain management. Furthermore, customer relationship management has influence on supply chain management; regarding this aspect, “information technology” has the highest influence on “suppliers’ performance” of supply chain management.