CRM Capability in Service Industries:Conceptualization and Scale Development

摘要：

This paper describes the development of a reliable and valid measuring scale for assessing customer relationship management capability on the basis of analyzing data from three samples.CRM capability is found to be a multi-dimensional construct composed of four dimensions: customer knowledge management capability,customer interaction management capability,customer relationship upgrading capability and customer win-back capability.

关键词： Customer relationship management (CRM) CRM capability Firm performance

作者: Yong-gui Wang Hui Feng

作者单位: International Business SchoolUniversity of International Business and Economics,Beijing,China Kelley School of Business Indiana University Bloomington,IN,U.S.A.

会议类型: 国际会议

会议名称: 2008 IEEE International Conference on Service Operations and Logistics, and Informatics(IEEE/SOLI’2008)(IEEE服务运作、物流与信息年会)

会议地点: 北京

会议语种:英文

在线出版日期: 2008-10-12（万方平台首次上网日期，不代表论文的发表时间）