The Consequence of Electronic Customer Relationship Management (e-CRM) Performance on Customer Loyalty in Jordanian Telecommunication Industry
Elecironic customer relationship management performance (e-CRM) is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of e-CRM performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The aim of this study is to examine the influence of eCRM performance on customer loyalty in Jordanian telecommunication industry. Using survey method, data were gathered from students in various universities in Jordan. From the regression analysis undertaken, it was found that e-CRM performance significantly influence customer loyalty. The theoretical implications and managerial implications of these findings are discussed.
Customer relationshtip management e-customer relationship management performance mobile phone services customer loyalty
Nor Azila Mohd Noor Khaled Abed Mufleh Al-Momani
Associate Professor, College of Business Northern University of Malaysia (UUM), Sintok Kedah,West Ma College of Business, Northern University of Malaysia (UUM), Sintok Kedah, West Malaysia
国际会议
上海
英文
75-79
2011-03-11（万方平台首次上网日期，不代表论文的发表时间）