期刊論文

標題 Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions
學年 106
學期 2
出版(發表)日期 2018/04/16
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)
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
ISSN 1751-200X
期刊性質 國外
收錄於
產學合作
通訊作者
審稿制度
國別 中華民國
公開徵稿
出版型式 ,電子版