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）
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 en
ISSN 1751-200X; 1751-2018
期刊性質 國外
收錄於
產學合作
通訊作者
審稿制度 否
國別 TWN
公開徵稿
出版型式 ,電子版
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