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政大機構典藏 > 商學院 > 資訊管理學系 > 期刊論文 > Item 140.119/63920

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/63920

Title:	People-driven Processes in Customer Relationship Management
Authors:	尚孝純尚孝純;林淑芳
Contributors:	資管系
Keywords:	customer relationship management;customer satisfaction;employee capabilities;organizational performance;people-driven process
Date:	2010
Issue Date:	2014-02-18 10:26:10 (UTC+8)
Abstract:	Customer relationship management (CRM) is one of the most popular strategies for an organization to satisfy its customers and obtain growth profits. Much attention of the research to date, however, has been paid to strategy, implementation, and organization performance, with the people dimension in CRM being under-researched. This study attempts to investigate the importance of people-driven processes of CRM in organizations and identify factors affecting the effectiveness of people-driven CRM processes. A multiple case study approach was applied and in-depth interviews were conducted with managers from four case companies to identify the factors influencing the people-driven CRM processes. Four dependency factors affecting the effectiveness of people-driven processes were identified, including customer emotional needs, customer involvement, employee capabilities, and organizational customer-oriented culture.
Relation:	Service Industries Journal, 30(14), 2441-2456
Source URI:	http://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=54862980&lang=zh-tw&site=ehost-live
Data Type:	article
DOI 連結:	http://dx.doi.org/10.1080/02642060802712780
DOI:	10.1080/02642060802712780
Appears in Collections:	[資訊管理學系] 期刊論文

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