The Antecedents of Electronic Customer Relationship Management Performance (e-CRM) in electronic services

被引：0
|
作者：
Wahab, Samsudin
机构：
来源：
PROCEEDINGS OF 2009 INTERNATIONAL CONFERENCE ON COMPUTER ENGINEERING AND APPLICATIONS | 2009年
关键词：
e-CRM; customer privacy; service quality; customer trust and usefulness;
D O I：
暂无
中图分类号：
TP301 [理论、方法];
学科分类号：
081202 ;
摘要：
It is very important to measure the performance of ECRM in organization. Not many researches have been done to measure the performance of ECRM in the organization. Previous researcher believe that ECRM performance should be measured ultimately in terms of customer behaviors since they are the underlying sources of value of current customers in a firm and have the potential to increase the future revenue streams associated with them and those prospective customers. This conceptual paper suggests that customer trust, privacy, usefulness, service quality as the antecedents of electronic customer relationship management performance in electronic services.
引用
收藏
页码：262 / 265
页数：4
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