關鍵字查詢 | 類別:期刊論文 | | 關鍵字:Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions

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序號 學年期 教師動態
1 106/2 企管系 汪美伶 教授 期刊論文 發佈 Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions. , [106-2] :Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions.期刊論文Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions.Mei-Ling Wangservice climate perception;customer-oriented behaviour;customer relationship management;CRMInternational Journal of Business and Systems Research 12(3), p.243-261Integrating 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 cli
2 106/2 企管系 汪美伶 教授 期刊論文 發佈 Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions , [106-2] :Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions期刊論文Linking CRM to Customer-Oriented Behavior through Service Climate PerceptionsMei-Ling Wangservice climate perception;customer-oriented behaviour;customer relationship management;CRMInternational Journal of Business and Systems ResearchIntegrating 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. B
[第一頁][上頁]1[次頁][最末頁]目前在第 1 頁 / 共有 02 筆查詢結果