Evaluating Electronic Customer Relationship Management Performance: Case Studies from Persian Automotive and Computer Industry

Preprint English OPEN
Safari, Narges; Safari, Fariba; Olesen, Karin; Shahmehr, Fatemeh;
(2016)
  • Subject: Computer Science - Computers and Society
    acm: InformationSystems_INFORMATIONSYSTEMSAPPLICATIONS

This research paper investigates the influence of industry on electronic customer relationship management (e-CRM) performance. A case study approach with two cases was applied to evaluate the influence of e-CRM on customer behavioral and attitudinal loyalty along with c... View more
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