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    题名: Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions
    作者: Wang, Mei-Ling
    关键词: service climate perception;customer-oriented behaviour;customer relationship management;CRM
    日期: 2018-04-11
    上传时间: 2021-04-21 12:12:24 (UTC+8)
    摘要: Integrating the capability view of customer relationship management (CRM) with service climate research, this present study developed a conceptual two-level model that links CRM to customer-oriented behaviour through service climate in service organisations. Data from 629 customers involving 141 bank consultants of retail banks in Taiwan was collected via a questionnaire and analysed using hierarchical linear modelling. The results revealed that CRM was related to service climate perceptions, which, in turn, positively predicted customer-oriented behaviour. In addition, the relationship between CRM and customer-oriented behaviour was mediated by service climate perceptions. Both theoretical and practical implications are discussed as well as future research directions.
    關聯: International Journal of Business and Systems Research 12(3), p.243-261
    DOI: 10.1504/IJBSR.2018.091154
    显示于类别:[企業管理學系暨研究所] 期刊論文


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