| 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) |
| ISSN | 1751-200X |
| 期刊性質 | 國內 |
| 收錄於 | |
| 產學合作 | |
| 通訊作者 | Wang, M.* |
| 審稿制度 | 是 |
| 國別 | 美國 |
| 公開徵稿 | |
| 出版型式 | ,電子版 |
| 相關連結 | |
