標題
|
Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions |
學年
|
106 |
學期
|
2 |
出版(發表)日期
|
2018/04/11 |
作品名稱
|
Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions |
作品名稱(其他語言)
|
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著者
|
Mei-Ling Wang |
單位
|
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出版者
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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 |
ISSN
|
1751-200X; 1751-2018 |
期刊性質
|
國外 |
收錄於
|
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產學合作
|
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通訊作者
|
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審稿制度
|
否 |
國別
|
中華民國 |
公開徵稿
|
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出版型式
|
,電子版 |