publication . Article . 2006

A Model-Building Approach

Su-Fang Lee; Wen-Jang ("Kenny") Jih; Shyh-Rong Fang;
Open Access
  • Published: 01 Jan 2006 Journal: International Journal of E-Business Research, volume 2, pages 61-77 (issn: 1548-1131, eissn: 1548-114X, Copyright policy)
  • Publisher: IGI Global
Abstract
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, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing a...
Subjects
free text keywords: Management Information Systems, Computer Science Applications, Economics, Knowledge management, business.industry, business, Relationship marketing, Public relations, Customer delight, Customer satisfaction, Customer retention, Customer to customer, Customer advocacy, Marketing, Customer relationship management, Customer intelligence
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publication . Article . 2006

A Model-Building Approach

Su-Fang Lee; Wen-Jang ("Kenny") Jih; Shyh-Rong Fang;