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...

Πλήρης περιγραφή

Λεπτομέρειες βιβλιογραφικής εγγραφής
Κύριος συγγραφέας: Arup Kumar Baksi and Bivraj Bhusan Parida
Μορφή: Journal Article
Έκδοση: Abhigyan 2013
Θέματα:
CUSTOMER RELATION MANAGEMENT; > SATISFACTION; > RETENTION; > INERTIA

Παρόμοια τεκμήρια

Παρόμοια τεκμήρια