Electronic Customer Relationship Management in Jordan Mobile Service: Conceptual Development, Research Tools, CRM Performance in Mobile Service, Customer Loyalty, Antecedent Factors of CRM - Couverture souple

Wahab, Samsudin

 
9783844384147: Electronic Customer Relationship Management in Jordan Mobile Service: Conceptual Development, Research Tools, CRM Performance in Mobile Service, Customer Loyalty, Antecedent Factors of CRM
Couverture souple
ISBN 10 : 3844384146 ISBN 13 : 9783844384147
Editeur : LAP LAMBERT Academic Publishing, 2011

Synopsis

Electronic Customer Relationship Management (E-CRM) performance is a marketing strategy and integrated approach to identifying, acquiring, and retaining valuable customers, by enabling organizations to manage and coordinate customer interactions across multiple channels, to provide appropriate services and products to satisfy customers so as to retain customer loyalty and enhance customer profitability. ECRM is a combination of hard ware, software, processes, application and management to strengthen relationship between Customers and service provider. E-CRM will continue to develop as an important area of study in MIS and relevant referent disciplines as computer science, marketing, and psychology. A total of 488 university students in Jordan participated in this study by voluntarily completing the survey questionnaire. The study results indicated that between E-CRM performance has a positive influence on customer loyalty. Seven major antecedents’ factors were found to have significant influence on E-CRM performance, Theoretical and practical implications of the study as well as suggestions for future research were discussed.

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

Présentation de l'éditeur

Electronic Customer Relationship Management (E-CRM) performance is a marketing strategy and integrated approach to identifying, acquiring, and retaining valuable customers, by enabling organizations to manage and coordinate customer interactions across multiple channels, to provide appropriate services and products to satisfy customers so as to retain customer loyalty and enhance customer profitability. ECRM is a combination of hard ware, software, processes, application and management to strengthen relationship between Customers and service provider. E-CRM will continue to develop as an important area of study in MIS and relevant referent disciplines as computer science, marketing, and psychology. A total of 488 university students in Jordan participated in this study by voluntarily completing the survey questionnaire. The study results indicated that between E-CRM performance has a positive influence on customer loyalty. Seven major antecedents’ factors were found to have significant influence on E-CRM performance, Theoretical and practical implications of the study as well as suggestions for future research were discussed.

Biographie de l'auteur

Dr Samsudin Wahab, a prolific author for 14 books. He was completed his PhD specialized in Customer Relationship Management Performance. Dr Sam is actively involved in training and consultation through registered private consultant.

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
2011
Langue
anglais
ISBN 10 
3844384146
ISBN 13 
9783844384147
Reliure
Broché
Nombre de pages
96
Coordonnées du fabricant
non disponible
Personne responsable
KreGa Onlinehandel GmbH
4950000000000
info@krega-onlinehandel.de

Birkenweg 31
Brakel
33034
Allemagne