Exploring the e-CRM – e-customer- e-loyalty nexus: a Kenyan commercial bank case study

Exploring the e-CRM – e-customer- e-loyalty nexus: a Kenyan commercial bank case study

This article scaffolds on customer relationship management (CRM) theory and explores the association between electronic CRM (e-CRM) and electronic customer’s (e-customer) electronic loyalty (e-loyalty) in the banking sector. By using a survey design, data was collected from a convenience sample of c...

Полное описание

Библиографические подробности
Главные авторы:	Oumar Timothy K., Mang’Unyi Eric E., Govender Krishna K., Rajkaran Sookdhev
Формат:	Статья
Язык:	English
Опубликовано:	Sciendo 2017-12-01
Серии:	Management şi Marketing
Предметы:	customer loyalty e-crm service satisfaction relationship management relationship marketing on-line banking banking industry
Online-ссылка:	https://doi.org/10.1515/mmcks-2017-0039

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