Determinants of E-CRM in Influencing Customer Satisfaction.
Yan LiuChangfeng ZhouYing-Wu ChenPublished in: PRICAI (2006)
Keyphrases
- customer satisfaction
- service quality
- marketing strategies
- customer retention
- customer relationship management
- competitive advantage
- electronic commerce
- online shopping
- service providers
- call center
- user satisfaction
- customer data
- information quality
- quality of service
- customer reviews
- customer service
- information systems
- core competence
- customer support
- data mining applications
- internet banking
- product design
- web services
- real time