An Empirical Study on the e-CRM Performance Influence Model for Service Sectors in Taiwan

Autor:	Te-Ming Chang, Wen-Feng Hsiao, Lin-Li Liao
Rok vydání:	2005
Předmět:	Service (business) Customer retention Knowledge management Customer advocacy business.industry Customer profitability Computer science Customer satisfaction Service level requirement Marketing Customer relationship management Customer to customer business
Zdroj:	EEE
DOI:	10.1109/eee.2005.33
Popis:	Electronic customer relationship management (e-CRM) emerges from the Internet and Web technology to facilitate the implementation of CRM. It focuses on Internet- or Web-based interaction between companies and their customers. Above all, e-CRM enables service sectors to provide appropriate services and products to satisfy the customers so as to retain customer royalty and enhance customer profitability. This research is to explore the key research issues about e-CRM performance influence for service sectors in Taiwan. A research model is proposed based on the widely applied technology-organization-environment (TOE) framework. Survey data from the questionnaire are collected to empirically assess our research model.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::bbf00b8811002296ca70d249fbedbaf2 https://doi.org/10.1109/eee.2005.33 Zobrazit plný text záznamu