Using electronic customer relationship management to maximize/minimize customer satisfaction/dissatisfaction

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

Electronic customer relationship management (eCRM) has attracted the attention of managers and academic researchers for the past several years. Issues of eCRM have varied from marketing to information technology. While there are many concerns and efforts for successful management of customer relationship in the online environment, this chapter posits that the major components of eCRM include increasing customer satisfaction and customer loyalty, minimizing customer dissatisfaction, resolving customer complaints, and increasing product/service quality. It reviews the major eCRM issues of customer satisfaction and dissatisfaction, as well as the aspects of customer loyalty and complaints that are consequences of customer satisfaction and dissatisfaction. It implies for both researchers and businesses that a hybrid approach from the marketing and information system perspectives leads successful eCRM.

Original languageEnglish (US)
Title of host publicationElectronic customer relationship management
PublisherTaylor and Francis
Pages34-50
Number of pages17
ISBN (Electronic)9781315704883
ISBN (Print)9780765613271
StatePublished - May 15 2015

All Science Journal Classification (ASJC) codes

  • Economics, Econometrics and Finance(all)
  • Business, Management and Accounting(all)

Keywords

  • Complaining behavior
  • Customer loyalty
  • Customer satisfaction/dissatisfaction
  • Electronic customer relationship management (eCRM)

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