Abu Bakar Abdul Hamid, Seyed Bahaedin Mousavi, Bamdad Partovi

Managing E-Crm Towards Customer Satisfaction and Quality Relationship (eBook, ePUB)

• Format: ePub

Produktbeschreibung

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.

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Produktdetails

• Verlag: Partridge Publishing Singapore
• Seitenzahl: 330
• Erscheinungstermin: 20. März 2019
• Englisch
• ISBN-13: 9781543749984
• Artikelnr.: 55859994