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標題
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Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions |
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學年
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106 |
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學期
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2 |
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出版（發表）日期
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2018/04/11 |
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作品名稱
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Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions |
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作品名稱（其他語言）
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著者
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Mei-Ling Wang |
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單位
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出版者
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著錄名稱、卷期、頁數
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International Journal of Business and Systems Research 12(3), p.243-261 |
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摘要
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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. |
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關鍵字
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service climate perception;customer-oriented behaviour;customer relationship management;CRM |
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語言
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英文 |
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ISSN
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1751-200X; 1751-2018 |
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期刊性質
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國外 |
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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
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否 |
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國別
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中華民國 |
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公開徵稿
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出版型式
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,電子版 |