{"product_id":"managing-e-crm-towards-customer-satisfaction-and-quality-relationship-9781543749991","title":"Managing E-Crm Towards Customer Satisfaction and Quality Relationship","description":"\u003cp\u003e • Author(s): Abu Bakar Abdul Hamid | Seyed Bahaedin Mousavi | Bamdad Partovi\u003cbr\u003e • Publisher: Partridge Publishing Singapore\u003cbr\u003e • Publisher Imprint: Partridge Publishing Singapore\u003cbr\u003e • BISAC: General\u003c\/p\u003e\u003cp\u003eElectronic customer relationship management (ECRM) is a comprehensive business and marketing strategy for attracting and retaining customers over the internet. The proliferation of ECRM and its alarming failure rate call for a better understanding of the relationship between ECRM and its immediate objective. Based on the literature reviewed, there are few studies that have used service quality as a component of relationship quality in the relation between ECRM and customer satisfaction. The study investigates the influence of three components of ECRM (i.e., pre-purchase, at-purchase, and post-purchase ECRM) on customer satisfaction directly and through mediating variable relationship quality. A quantitative methodology using a cross-sectional survey method was used to investigate the relationship between variables.\u003c\/p\u003e","brand":"Atlantic Books","offers":[{"title":"Paperback","offer_id":46458071351447,"sku":"9781543749991","price":1913.0,"currency_code":"INR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0666\/3471\/1191\/files\/9781543749991.webp?v=1769184019","url":"https:\/\/atlanticbooks.com\/products\/managing-e-crm-towards-customer-satisfaction-and-quality-relationship-9781543749991","provider":"Atlantic Books","version":"1.0","type":"link"}