INFLUENCE OF CUSTOMER VALUES AND SELF-IMAGE CONGRUITY ON CUSTOMER BEHAVIOR-BASED CRM PERFORMANCE

INFLUENCE OF CUSTOMER VALUES AND SELF-IMAGE CONGRUITY ON CUSTOMER BEHAVIOR-BASED CRM PERFORMANCE

The purpose of this study is to investigate the influence of the key dimensions of customer value (functional value, emotional value, social value, and perceived sacrifice) and self-image congruity on customer-behavior based CRM performance. The study also attempts to investigate on the effect of ke...

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Bibliographic Details
Main Authors: Mandy Loh, Maisarah Ahmad, Suhaila Abdul Kadir, Syed Shah Alam
Format: Article
Language:English
Published: Universitaria Press Craiova 2015-10-01
Series:Management & Marketing
Subjects:
Customer Values
Self-Image Congruity
Customer Behavior
CRM Performance
Online Access:http://www.mnmk.ro/documents/2014_X2/2-3-2-14.pdf

Internet

http://www.mnmk.ro/documents/2014_X2/2-3-2-14.pdf

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