Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions

機構典藏 > College of Business and Management > Graduate Institute & Department of Business Administration > Journal Article > Item 987654321/120569

Please use this identifier to cite or link to this item: https://tkuir.lib.tku.edu.tw/dspace/handle/987654321/120569

Title:	Linking CRM to Customer-Oriented Behavior through Service Climate Perceptions
Authors:	Wang, Mei-Ling
Keywords:	service climate perception;customer-oriented behaviour;customer relationship management;CRM
Date:	2018-04-11
Issue Date:	2021-04-21 12:12:24 (UTC+8)
Abstract:	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.
Relation:	International Journal of Business and Systems Research 12(3), p.243-261
DOI:	10.1504/IJBSR.2018.091154
Appears in Collections:	[Graduate Institute & Department of Business Administration] Journal Article

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