English  |  正體中文  |  简体中文  |  Items with full text/Total items : 49264/83797 (59%)
Visitors : 7143162      Online Users : 86
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library & TKU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/89532


    Title: How does CRM create better customer outcomes for small educational institutions?
    Authors: Wang, Mei-Ling;Yang, Fei-Fan
    Contributors: 淡江大學企業管理學系
    Keywords: Customer relationship management;parent satisfaction;parent loyalty;cram school
    Date: 2010-11
    Issue Date: 2013-05-30 15:36:41 (UTC+8)
    Publisher: Lagos: Academic Journals
    Abstract: This study investigates the role of Customer Relationship Management (CRM) in the effective management of parent satisfaction and loyalty in small or medium-sized educational institutions. We developed and tested a two-level model in which the implementation of CRM was related to parent satisfaction and loyalty. A total of 600 parents involving 60 children’s English cram schools in Taiwan were analyzed using Hierarchical Linear Modeling (HLM), with results that partially supported the proposed model. More specifically, knowledge management was positively related to parent satisfaction and parent loyalty while key customer focus had no significant relationships with parent satisfaction and parent loyalty. In addition, parent satisfaction was associated with parent loyalty. Both theoretical and practical implications are discussed.
    Relation: African Journal of Business Management 4(16), pp.3541-3549
    Appears in Collections:[企業管理學系暨研究所] 期刊論文

    Files in This Item:

    File Description SizeFormat
    index.html0KbHTML136View/Open

    All items in 機構典藏 are protected by copyright, with all rights reserved.


    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library & TKU Library IR teams. Copyright ©   - Feedback