教師資料查詢 | 類別: 期刊論文 | 教師: 汪美伶 Wang, Mei-ling (瀏覽個人網頁)

標題:Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions.
學年106
學期2
出版(發表)日期2018/06/01
作品名稱Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions.
作品名稱(其他語言)
著者Mei-Ling Wang
單位
出版者
著錄名稱、卷期、頁數International Journal of Business and Systems Research 12(3), p.243-261
摘要Integrating the capability view of customer relationship management (CRM) with service climate research, this present study developed a conceptual two-level model that links CRM to customer-oriented behaviour through service climate in service organisations. Data from 629 customers involving 141 bank consultants of retail banks in Taiwan was collected via a questionnaire and analysed using hierarchical linear modelling. The results revealed that CRM was related to service climate perceptions, which, in turn, positively predicted customer-oriented behaviour. In addition, the relationship between CRM and customer-oriented behaviour was mediated by service climate perceptions. Both theoretical and practical implications are discussed as well as future research directions.
關鍵字service climate perception;customer-oriented behaviour;customer relationship management;CRM
語言英文(美國)
ISSN1751-200X
期刊性質國內
收錄於
產學合作
通訊作者Wang, M.*
審稿制度
國別美國
公開徵稿
出版型式,電子版
相關連結
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