Managing E Crm Towards Customer Satisfaction and Quality Relationship is popular PDF and ePub book, written by Abu Bakar Abdul Hamid in 2019-03-20, it is a fantastic choice for those who relish reading online the Business & Economics genre. Let's immerse ourselves in this engaging Business & Economics book by exploring the summary and details provided below. Remember, Managing E Crm Towards Customer Satisfaction and Quality Relationship can be Read Online from any device for your convenience.
Managing E Crm Towards Customer Satisfaction and Quality Relationship Book PDF Summary
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.
Detail Book of Managing E Crm Towards Customer Satisfaction and Quality Relationship PDF
- Author : Abu Bakar Abdul Hamid
- Release : 20 March 2019
- Publisher : Partridge Publishing Singapore
- ISBN : 9781543749984
- Genre : Business & Economics
- Total Page : 328 pages
- Language : English
- PDF File Size : 13,5 Mb
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