Managing E-Crm Towards Customer Satisfaction and Quality Relationship 9781543749991

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Автор: Hamid Abu Bakar Abdul, Mousavi Seyed Bahaedin, Partovi Bamdad
Название: Managing E-Crm Towards Customer Satisfaction and Quality Relationship
ISBN: 9781543749991
Издательство: Partridge Publishing Singapore
Классификация:

Торгово-промышленная деятельность и управление

ISBN-10: 1543749992
Обложка/Формат: Paperback
Страницы: 330
Вес: 0.49 кг.
Дата издания: 20.03.2019
Язык: English
Размер: 229 x 152 x 19
Читательская аудитория: General (us: trade)
Рейтинг:
Поставляется из: США
Описание: 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.

Managing E-Crm Towards Customer Satisfaction and Quality Relationship, Hamid Abu Bakar Abdul, Mousavi Seyed Bahaedin, Partovi Bamdad