User Satisfaction, Customer Relationship Management and Loyalty - Couverture souple

Wahab, Samsudin; Abdullah, Siti Salmiah

 
9783659418174: User Satisfaction, Customer Relationship Management and Loyalty
Couverture souple
ISBN 10 : 365941817X ISBN 13 : 9783659418174
Editeur : LAP LAMBERT Academic Publishing, 2013

Synopsis

No matter how serious the competition on industrial marketing becomes, only consumer loyalty ensures steady and long-lasting revenue growth for any kind of businesses. The purpose of this study was to determine the relationship between Customer Relationship Management (CRM) strategy implementation and customer loyalty in telecommunication companies: user satisfaction as a mediating effect. This study discovered the elements of CRM that should be applied by telecomunication companies selected in its operation that leads to user satisfaction and customer loyalty. The study adapted and combined the three elements from previous studies namely customer focus, knowledge management, and electronic CRM (eCRM) as a CRM strategy implementation.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Présentation de l'éditeur

No matter how serious the competition on industrial marketing becomes, only consumer loyalty ensures steady and long-lasting revenue growth for any kind of businesses. The purpose of this study was to determine the relationship between Customer Relationship Management (CRM) strategy implementation and customer loyalty in telecommunication companies: user satisfaction as a mediating effect. This study discovered the elements of CRM that should be applied by telecomunication companies selected in its operation that leads to user satisfaction and customer loyalty. The study adapted and combined the three elements from previous studies namely customer focus, knowledge management, and electronic CRM (eCRM) as a CRM strategy implementation.

Biographie de l'auteur

A senior lecturer at the Faculty of Business Management UiTM Malaysia. He is also a fellow at Institute of Malay Thoughts and Leadership, Universiti Teknologi Mara Malaysia.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
LAP LAMBERT Academic Publishing
Date d'édition
2013
Langue
anglais
ISBN 10 
365941817X
ISBN 13 
9783659418174
Reliure
Broché
Nombre de pages
136
Coordonnées du fabricant
non disponible
Personne responsable
KreGa Onlinehandel GmbH
4950000000000
info@krega-onlinehandel.de

Birkenweg 31
Brakel
33034
Allemagne