How does CRM create better customer outcomes for small educational institutions?

淡江大學機構典藏 > 商管學院 > 企業管理學系暨研究所 > 期刊論文 > Item 987654321/89532

jsp.display-item.identifier=請使用永久網址來引用或連結此文件: https://tkuir.lib.tku.edu.tw/dspace/handle/987654321/89532

题名:	How does CRM create better customer outcomes for small educational institutions?
作者:	Wang, Mei-Ling;Yang, Fei-Fan
贡献者:	淡江大學企業管理學系
关键词:	Customer relationship management;parent satisfaction;parent loyalty;cram school
日期:	2010-11
上传时间:	2013-05-30 15:36:41 (UTC+8)
出版者:	Lagos: Academic Journals
摘要:	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.
關聯:	African Journal of Business Management 4(16), pp.3541-3549
显示于类别:	[企業管理學系暨研究所] 期刊論文

文件中的档案:

档案	大小	格式	浏览次数
How does CRM create better customer outcomes for small educational institutions.pdf	128Kb	Adobe PDF	1	检视/开启
index.html	0Kb	HTML	251	检视/开启
index.html	0Kb	HTML	106	检视/开启

在機構典藏中所有的数据项都受到原著作权保护.

TAIR相关文章