Electronic Customer Relationship Management (Advances in Management Information Systems)

CONTENTS......Page 5
SERIES EDITOR’S INTRODUCTION......Page 7
ACKNOWLEDGMENTS......Page 13
INTRODUCTION......Page 17
THE STATE OF IS-CRM RESEARCH......Page 18
Part II. Organizational Success Factors of CRM......Page 23
Part III. Enhancing Performance of CRM......Page 24
Part IV. CRM in Business-to-Consumer Commerce......Page 25
SUMMARY......Page 27
APPENDIX 1.1. PUBLICATIONS BY JOURNAL......Page 28
REFERENCES......Page 30
PART I THE ROLE OF CRM AND ECRM......Page 33
INTRODUCTION......Page 35
NATURE OF SUPPLY CHAIN MANAGEMENT AND ITS ONLINE EQUIVALENT......Page 39
THE VALUE OF INFORMATION......Page 41
TECHNOLOGICAL ASPECTS OF ELECTRONIC COMMERCE......Page 42
BEHAVIORAL ASPECTS OF ELECTRONIC COMMERCE......Page 44
SUMMARY......Page 45
REFERENCES......Page 46
INTRODUCTION......Page 48
DEFINING ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT......Page 49
MAXIMIZING/MINIMIZING CUSTOMER SATISFACTION/ DISSATISFACTION AS MAJOR COMPONENTS OF ECRM......Page 50
THEORIES APPLIED TO ECRM STUDIES......Page 51
MODEL OF CUSTOMER SATISFACTION/DISSATISFACTION......Page 54
CONSEQUENCES OF CUSTOMER SATISFACTION/DISSATISFACTION......Page 58
MANAGING CUSTOMER COMPLAINTS AS A CONSEQUENCE OF CUSTOMER DISSATISFACTION......Page 59
REFERENCES......Page 61
Online Resources......Page 64
PART II ORGANIZATIONAL SUCCESS FACTORS OF CRM......Page 65
INTRODUCTION......Page 67
PRIOR RESEARCH INTO CRM AND ORGANIZATIONAL CHANGE......Page 68
RESEARCH SETTING AND METHODOLOGY......Page 73
DATA COLLECTION AND ANALYSIS......Page 74
IMPLICATIONS AND CONCLUSIONS......Page 80
REFERENCES......Page 81
INTRODUCTION......Page 83
LITERATURE AND RESEARCH METHODOLOGY......Page 84
BENCHMARKING RESULTS......Page 87
SUCCESS FACTORS AND OUTLOOK......Page 93
REFERENCES......Page 99
INTRODUCTION......Page 101
THEORETICAL BACKGROUND......Page 102
RESEARCH METHODOLOGY......Page 106
ANALYSIS AND DISCUSSION OF CRM IN FINANCIAL SERVICES ALLIANCES......Page 108
CASE STUDY: COLLABORATIVE CUSTOMER RELATIONSHIP MANAGEMENT AT MLP......Page 114
CONCLUSIONS AND FURTHER RESEARCH......Page 118
REFERENCES......Page 119
PART III ENHANCING PERFORMANCE OF CRM......Page 121
INTRODUCTION......Page 123
A MODEL FOR CUSTOMER KNOWLEDGE MANAGEMENT......Page 125
ACTION RESEARCH CASES OF CUSTOMER KNOWLEDGE MANAGEMENT......Page 132
CONCLUSIONS......Page 137
SUGGESTIONS FOR FURTHER RESEARCH......Page 138
REFERENCES......Page 139
INTRODUCTION......Page 141
BACKGROUND......Page 143
RESEARCH MODEL AND TEST OF HYPOTHESIS......Page 146
METHODOLOGY......Page 149
ANALYSIS AND DISCUSSION......Page 150
FUTURE RESEARCH......Page 157
REFERENCES......Page 158
PART IV CRM IN BUSINESS-TO-CUSTOMER COMMERCE......Page 161
INTRODUCTION......Page 163
RESEARCH METHOD......Page 164
RESULTS......Page 168
DISCUSSION......Page 182
CONCLUSION......Page 184
REFERENCES......Page 187
INTRODUCTION......Page 191
THE EXTENDED WEB ASSESSMENT METHOD (EWAM)......Page 193
THE WEB ASSESSMENT STUDY OF THE SWISS AND AUSTRALIAN GROCERY SECTOR......Page 195
IMPORTANCE RATINGS......Page 196
COMPARATIVE ANALYSIS AND FINDINGS......Page 204
LESSONS LEARNED......Page 205
CONCLUSIONS AND LIMITATIONS TO THIS STUDY......Page 208
REFERENCES......Page 209
EDITORS AND CONTRIBUTORS......Page 211
SERIES EDITOR......Page 217
INDEX......Page 219