Adoption of Electronic Customer Relationship Management
Adoption of Customer Relationship Management in Service Sector
(Sprache: Englisch)
This book was devoted to the literature review on the concept of innovation and its adoption. Our conclusion was that the adoption process is different from the diffusion process, and aims to identify the determinants of the business-customer relationship....
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This book was devoted to the literature review on the concept of innovation and its adoption. Our conclusion was that the adoption process is different from the diffusion process, and aims to identify the determinants of the business-customer relationship. This relationship is obviously important for the successful implementation of a technological innovation such as e-CRM system. In this book is extracted the dimensionality of relationship quality to fully understand the impact of e-CRM system adoption factors on relationship quality. We have chosen the emotional dimensions for the understanding of the customer relationship "which highlights the essential role of relationship marketing". The quality of the business relationship is a multidimensional concept which is based on satisfaction, trust and commitment.
Autoren-Porträt von Sameh Tebourbi, Romdhane Khemakhem
Tebourbi, SamehSameh Tebourbi is PhD student at Faculty of Economic Sciences and Management of Sfax, Sfax University, Tunisia. She received her Master degree from the Institute of the High Commercial Studies of Sfax . She has research interests in the areas of service quality in retail market,customer relationship management in service sector.
Bibliographische Angaben
- Autoren: Sameh Tebourbi , Romdhane Khemakhem
- 2021, 68 Seiten, Maße: 22 cm, Kartoniert (TB), Englisch
- Verlag: LAP Lambert Academic Publishing
- ISBN-10: 6203200719
- ISBN-13: 9786203200713
Sprache:
Englisch
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