Details
Managing E-Crm Towards Customer Satisfaction and Quality Relationship
|
4,49 € |
|
| Verlag: | Partridge Publishing Singapore |
| Format: | EPUB |
| Veröffentl.: | 20.03.2019 |
| ISBN/EAN: | 9781543749984 |
| Sprache: | englisch |
| Anzahl Seiten: | 330 |
DRM-geschütztes eBook, Sie benötigen z.B. Adobe Digital Editions und eine Adobe ID zum Lesen.
Beschreibungen
Electronic customer relationship management (ECRM) is a comprehensive business and marketing strategy for attracting and retaining customers over the internet. The proliferation of ECRM and its alarming failure rate call for a better understanding of the relationship between ECRM and its immediate objective. Based on the literature reviewed, there are few studies that have used service quality as a component of relationship quality in the relation between ECRM and customer satisfaction. The study investigates the influence of three components of ECRM (i.e., pre-purchase, at-purchase, and post-purchase ECRM) on customer satisfaction directly and through mediating variable relationship quality. A quantitative methodology using a cross-sectional survey method was used to investigate the relationship between variables.
Diese Produkte könnten Sie auch interessieren:
