Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction: A Model-Building Approach

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Su-Fang Lee; Wen-Jang ("Kenny") Jih; Shyh-Rong Fang;
  • Journal: International Journal of E-Business Research (IJEBR),volume 2,issue 4 October,pages61-77
  • Related identifiers: doi: 10.4018/jebr.2006100104

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, comp... View more
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