Abstract
This study empirically develops a model indicating the determinants of e-CRM as well as explaining the relationship between e-CRM and customer satisfaction in B2C websites. Based on the 7C model demonstrated by Rayport, J.F. & Jaworski, B.J and the Conceptual Model of Service Quality researched by Parasuraman, a theoretical framework that consists of e-CRM initiatives: context, content, customization, communication, membership, commerce, safety, customer satisfaction is further expanded. And then, this study puts forwards some suggestions to both researchers and practitioners: the function of e-CRM and the importance of customer satisfaction should be well learned; the functions of content, customization and commerce of B2C websites should be enhanced and the factors of context, membership and communication should be added when carrying out e-CRM strategy.
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Keywords
- Service Quality
- Customer Satisfaction
- Customer Relationship Management
- Consumer Satisfaction
- Model Summary
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© 2007 International Federation for Information Processing
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Liu, R., Wang, W. (2007). Study of Determinants of e-CRM in Influencing Consumer Satisfaction in B2C Websites. In: Wang, W., Li, Y., Duan, Z., Yan, L., Li, H., Yang, X. (eds) Integration and Innovation Orient to E-Society Volume 1. IFIP — The International Federation for Information Processing, vol 251. Springer, Boston, MA. https://doi.org/10.1007/978-0-387-75466-6_50
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DOI: https://doi.org/10.1007/978-0-387-75466-6_50
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