A carregar...
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...
| Autor principal: | |
|---|---|
| Formato: | Journal Article |
| Publicado em: |
Abhigyan
2013
|
| Assuntos: |