.nhvhj

The Electronic Library
Customer relationship management in electronic environment
Reza Jamali Asghar Moshabaki Hajar Aramoon Akbar Alimohammadi

Article information:

Downloaded by AIMST UNIVERSITY At 21:34 18 September 2014 (PT)

To cite this document:
Reza Jamali Asghar Moshabaki Hajar Aramoon Akbar Alimohammadi, (2013),"Customer relationship management in electronic environment", The Electronic Library, Vol. 31 Iss 1 pp. 119 - 130
Permanent link to this document: http://dx.doi.org/10.1108/02640471311299173 Downloaded on: 18 September 2014, At: 21:34 (PT)
References: this document contains references to 18 other documents.
To copy this document: [e-mail]
The fulltext of this document has been downloaded 1698 times since 2013*

Users who downloaded this article also downloaded:
Hannu Saarijärvi, Heikki Karjaluoto, Hannu Kuusela, (2013),"Customer relationship management: the evolving role of customer data", Marketing Intelligence & Planning, Vol. 31 Iss 6 pp. 584-600 http:// dx.doi.org/10.1108/MIP-05-2012-0055 Injazz J. Chen, Karen Popovich, (2003),"Understanding customer relationship management (CRM): People, process and technology", Business Process Management Journal, Vol. 9 Iss 5 pp. 672-688
Mark Xu, John Walton, (2005),"Gaining customer knowledge through analytical CRM", Industrial
Management & Data Systems, Vol. 105 Iss 7 pp. 955-971

Access to this document was granted through an Emerald subscription provided by 562989 []

For Authors
If you would like to write for this, or any other Emerald publication, then please use our Emerald for
Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information.

About Emerald www.emeraldinsight.com
Emerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than

References: Boyle, A.B. (2001), “The internet in industrial channels: its use in (and effects on) exchange relationships”, Journal of Business & Industrial Marketing, Vol Bradshaw, D. and Brash, C. (2001), “Management customer relationships in the e-business world: how to personalise computer relationships for increased profitability”, International Dimitriadis, S. and Stevens, E. (2008), “Integrated customer relationship management for service activities”, Managing Service Quality, Vol Gotzamani, K.D. and Tzavlopoulos, Y.E. (2009), “Measuring e-commerce-quality: an exploratory review”, International Journal of Quality and Service Sciences, Vol Hamid, A. and Kassim, N.R. (2004), “Internet technology as a tool in customer relationship management”, Journal of American Academy of Business, Cambridge, Vol Hamill, J. and Stevenson, A. (2002), “Internet forum”, International Marketing Review, Vol. 19 Nos 2/3, pp Harrigan, P., Ramsey, E. and Ibbotson, P. (2008), “e-CRM in SMEs: an exploratory study in Northern Ireland”, Marketing Intelligence & Planning, Vol Ho, C-T.B. and Lin, W-C. (2010), “Measuring the service quality of internet banking: scale development and validation”, European Business Review, Vol Kula, V. and Tatoglu, E. (2003), “An exploratory study of internet adoption by SMEs in an emerging market economy”, European Business Review, Vol McGowan, P., Durkin, M.G., Allen, L., Dougan, C. and Nixon, S. (2001), “Developing competencies in the entrepreneurial small firm for use of the internet in the management of customer Sherehiy, B., Karwowsk, I.W. and Layer, J.K. (2007), “A review of enterprise agility: concepts, frameworks, and attributes”, International Journal of Industrial Ergonomics, Vol Sin, L., Tse, A. and Yim, F. (2005), “CRM: conceptualization and scale development”, European Journal of Marketing, Vol Stefanou, C.J., Sarmaniotis, C. and Stafyla, A. (2003), “CRM and customer-centric knowledge management: an empirical research”, Business Process Management Journal, Vol Tan, X., Yen, D.C. and Fang, X. (2002), “Internet integrated customer relationship management: a key success factor for companies in the e-commerce arena”, Journal of Computer Wang, M.U. (2007), “Introducing CRM into an academic library”, Library Management, Vol. 28 Nos 6/7, pp Wells, J.D., Fuerst, W.L. and Choobineth, J. (1999), “Managing information technology (IT) for one-to-one customer interaction”, Information and Management, Vol Zablah, A.R., Bellenger, D.N. and Johnston, W.J. (2004), “An evaluation of divergent perspectives on customer relationship management: towards a common understanding of an emerging