Abstract
e-Customer Relationship Management (e-CRM) helps business use technology and human recourses to gain insight into the behavior of customer and the value of those customers. The main objective of this paper is to investigate the antecedents of e-CRM performance and its impact on customer loyalty and Customer-switching intention (CSI). A conceptual model, adapted from Technology Acceptance Model (TAM), was built to relate Customer Privacy (CP) and Customer-Switching Intention (CSI) to e-CRM performance of Jordanian Mobile Services. Self-administered questionnaires were used to collect the data from University's students were selected as the respondents for this research. This paper will describe literature review of CRM and e-CRM, customer factors that including CP and CSI. Also, Will describe research model based on Technology Acceptance Model (TAM) and Hypotheses. The data collocation, sample, Analysis of data and desiccation of results.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
