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...
Main Authors: | Sima Magatef, Manaf Al-Okaily, Laila Ashour, Tala Abuhussein |
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Format: | Article |
Language: | English |
Published: |
Elsevier
2023-12-01
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Series: | Journal of Open Innovation: Technology, Market and Complexity |
Subjects: | |
Online Access: | http://www.sciencedirect.com/science/article/pii/S2199853123002512 |
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