A study on e-CRM implementation and e-loyalty at different stages of transaction cycle
by Talhat Alhaiou; Zahir Irani; Maged Ali
International Journal of Logistics Systems and Management (IJLSM), Vol. 11, No. 2, 2012

Abstract: Purpose: The purpose of the study is to develop a comprehensive model, explaining the effects of various e-CRM features on e-loyalty at different adoption stages of transaction cycle. Methodology: This is an empirical study; a self-administered survey with Student's sample has been used. Findings: The findings of this research indicate that e-CRM features have strong impacts on e-satisfaction, which, in turn, has a significant effect on e-loyalty and the mediating role of e-satisfaction is evidenced in this model. Practical implications: The empirical results highlight some managerial implications for successfully developing and implementing a strategy for e-CRM.

Online publication date: Thu, 09-Feb-2012

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Logistics Systems and Management (IJLSM):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?


Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com