EXPLORING THE MODERATING EFFECTS OF RELATIONSHIP INERTIA AND SWITCHING COST ON CR M PERFORMANCE-CUSTOMER SATISFACTION- RETENTION LINK: EMPIRICAL EVIDENCE FROM INDIAN BANKING INDUSTRY

Customer relationship management (CRM) has transformed the relationship between a buyer and a seller, particularly in intangible business transactions (service industry). It’s high time that impact of CRM performance on customer satisfaction-retention link should be assessed. The purpose of this pap...

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Bibliografische gegevens
Hoofdauteur: Arup Kumar Baksi and Bivraj Bhusan Parida
Formaat: Journal Article
Gepubliceerd in: Abhigyan 2013
Onderwerpen:
CUSTOMER RELATION MANAGEMENT; > SATISFACTION; > RETENTION; > INERTIA

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