Electronic Customer Relationship Management, Customer Satisfaction, and Customer Loyalty: A Comprehensive Review Study
Journal Title: International Journal Of Management And Economics Invention - Year 2016, Vol 2, Issue 12
Abstract
Electronic customer relationship management (E-CRM) is the implementation of E-technology or internet-based technology in order to attain customer relationship management (CRM) objectives. According to the literature, E-CRM is about technology, processes and people and E-CRM is to gain customer loyalty. The impact of E-CRM on customer satisfaction and customer loyalty has been investigated by previous scholars. The major purpose of current study is to review relevant studies of which have been conducted on determination of E-CRM on customer satisfaction and loyalty of customer. In order to achieve this, authors searched various related journals indexed in valid databases for collection of sufficient bibliography and then reviewing them in details. Findings provide information about each source, indicating what can be found there and how the information can be helpful. This article fulfills an identified information/resources need and offers practical help to an individual and academic starting out a research on E-CRM and its relationship with customer satisfaction and loyalty. Moreover, this study will bring helpful insights for the managers of service industries to implement the E-CRM in the best shape and match it with their organizations or industries’ culture to enhance level of customer loyalty and gaining more profitability and revenue for their own businesses.
Authors and Affiliations
Seyed Hossein Nikou
Keywords
Related Articles
- EP ID EP211587
- DOI -
- Views 96
- Downloads 0
The Role Of Cultural Diversity On The Performance Of Telecommunication Firms In Kenya
: The objective/purpose of the study was to determine if cultural diversity significantly affects the performance of telecommunication firms in Kenya. Organizations are increasingly hiring employees of diverse cultures f...
An Assessment Into Predictive Validity Of Islamic Azad University MA Entrance Exam In Iran
The main purpose of this article was to study the predictive validity of the Islamic Azad University of the MA Entrance Exam (IAUMAEE) in Iran .The aim of the study was to find probable relationship between Grade Point A...
Some Factors Associated with Operations of Village Community Banks (VICOBAs) for Poverty Alleviation in Tanzania A Case of Ilala District, Tanzania
Village Community Bank (VICOBA) is a grassroots based lending scheme focusing on fostering participant’s ability to innovate and manage viable income generating activities. This aimed to reduce extreme poverty among grou...
The Market Study of UHT Milk in the Albania
During the past years we perceive major changes as regards the dairy sector, as well as the production also in the economy, encouraged by the integration processed and globalization to global proportions and the increasi...
Recommended Microfinance Institutions-Crisil Report
One of the greatest challenges before the Indian sub-continent which accommodates more than one-third of the population is poverty. India, one of the BRIC nations with more than 1.2 billion population is seen by many dev...