An Integrated Model for E-CRM in Internet Shopping: Evaluating the Relationship between Perceived Value, Satisfaction and Trust

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Author(s): Changsu Kim (Yeongnam University, Korea), Weihong Zhao (Jiangxi Normal University, China)and Kyung Hoon Yang (University of Wisconsin-La Crosse, USA)
Copyright: 2010
Pages: 9
Source title: Encyclopedia of E-Business Development and Management in the Global Economy
Source Author(s)/Editor(s): In Lee (Western Illinois University, USA)
DOI: 10.4018/978-1-61520-611-7.ch074

Keywords: Business & Management / Business Science Reference / E-Business

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Abstract

Customer relationship management in electronic commerce (e-CRM) is one of the fastest growing management techniques adopted by online enterprises (Letaifa & Perrien, 2007). Much research has been done on topics such as e-CRM management (Romano & Fjermestad, 2003; Letaifa & Perrien, 2007), e-CRM marketing techniques (Jackson & Wang 1995; Pan & Lee, 2003), the adoption of e-CRM in organizations (Wu & Wu, 2005), and e- CRM applications that facilitate Internet business (Wang & Head 2001; Adebanjo, 2003; Joo & Sohn, 2008). Still, many online enterprises encounter difficulties implementing effective e-CRM because they tend to overlook customer’s perspective on e-CRM issues (Woodcock & Starkey, 2001).

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An Integrated Model for E-CRM in Internet Shopping: Evaluating the Relationship between Perceived Value, Satisfaction and Trust

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