Adoption of Electronic Customer Relationship Management: Adoption of Customer Relationship Management in Service Sector - Couverture souple

Tebourbi, Sameh; Khemakhem, Romdhane

 
9786203200713: Adoption of Electronic Customer Relationship Management: Adoption of Customer Relationship Management in Service Sector
Couverture souple
ISBN 10 : 6203200719 ISBN 13 : 9786203200713
Editeur : LAP LAMBERT Academic Publishing, 2021

Synopsis

This book was devoted to the literature review on the concept of innovation and its adoption. Our conclusion was that the adoption process is different from the diffusion process, and aims to identify the determinants of the business-customer relationship. This relationship is obviously important for the successful implementation of a technological innovation such as e-CRM system. In this book is extracted the dimensionality of relationship quality to fully understand the impact of e-CRM system adoption factors on relationship quality. We have chosen the emotional dimensions for the understanding of the customer relationship “which highlights the essential role of relationship marketing”. The quality of the business relationship is a multidimensional concept which is based on satisfaction, trust and commitment.

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

Éditeur
LAP LAMBERT Academic Publishing
Date d'édition
2021
Langue
anglais
ISBN 10 
6203200719
ISBN 13 
9786203200713
Reliure
Broché
Nombre de pages
68
Coordonnées du fabricant
non disponible
Personne responsable
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