Record Details

TRUST AND COMMITMENT: DO THEY INFLUENCE E-CUSTOMER RELATIONSHIP PERFORMANCE?

International Journal of Electronic Commerce Studies

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Field Value
 
Title TRUST AND COMMITMENT: DO THEY INFLUENCE E-CUSTOMER RELATIONSHIP PERFORMANCE?
 
Creator Noor, Nor Azila Mohd
 
Subject Customer Relationship Management; Electronic Customer Relationship Management; Trust; Commitment
 
Description Customer relationship management can help companies build lasting relationships with their customers. Today, CRM has dramatically changed because the internet can be used for CRM applications. Thus, Electronic Customer relationship management (e-CRM) is a comprehensive business and marketing strategy that integrates people, processes, technology and all business activities for attracting and retaining customers through the internet and mobile phones. E-CRM results in repeat purchases, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The keen competition in the communication and mobile phone service market place and the increasing numbers of mobile phone users worldwide has influenced researchers to investigate factors that contribute to e-CRM performance. This study investigates the influence of customer trust and commitment on e-CRM performance in the Jordanian mobile phone services industry. The analysis shows that customer trust and commitment were positively related to e-CRM performance.


To cite this document: Nor Azila Mohd Noor, "Trust and commitment: Do they influence e-customer relationship performance?", International Journal of Electronic Commerce Studies, Vol.3, No.2, pp. 281-296, 2012.

Permanent link to this document:
http://dx.doi.org/10.7903/ijecs.1096
 
Publisher Academy of Taiwan Information Systems Research
 
Date 2013-01-17
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
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Format application/pdf
 
Identifier http://academic-pub.org/ojs/index.php/ijecs/article/view/1096
 
Source International Journal of Electronic Commerce Studies; Vol 3, No 2 (2012); 281-296
2073-9729
 
Language eng
 
Relation http://academic-pub.org/ojs/index.php/ijecs/article/view/1096/139
 
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