Influence of employee capability and relational process on service quality and customer outcomes in customer relationship management
Customer Relationship Management (CRM) has been the main concept in establishing, maintaining and enhancing a meaningful long term relationship between firms and customers. Competent employees, effective processes and technology support are crucial to achieve this objective. Accordingly, the a...
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| Format: | Thesis |
| Language: | English |
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2017
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| Online Access: | http://psasir.upm.edu.my/id/eprint/69791/1/gsm%202017%2013%20ir.pdf |