The impact of electronic customer relationship management strategies on customer loyalty: A mediated model

The impact of electronic customer relationship management strategies on customer loyalty: A mediated model

This study investigated the impact of electronic customer relationship management (e-CRM) strategies (functional and personal dimensions) on customer loyalty in the Jordanian telecommunication sector. The mediating role of perceived customer relationship quality (cognitive and an emotional dimension...

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Bibliographic Details
Main Authors: Sima Magatef, Manaf Al-Okaily, Laila Ashour, Tala Abuhussein
Format: Article
Language:English
Published: Elsevier 2023-12-01
Series:Journal of Open Innovation: Technology, Market and Complexity
Subjects:
Electronic customer relationship management
Customers relationship quality
Customer loyalty
Telecommunication sector
Jordan
Online Access:http://www.sciencedirect.com/science/article/pii/S2199853123002512

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