• DocumentCode
    3124139
  • Title

    Empirical Analysis on the Effect of Customer Relationship Management to the Customer Loyalty

  • Author

    Sun, Hongfei ; Liu, Min

  • Author_Institution
    Sch. of Econ. & Manage., Northeast Dianli Univ., Jilin, China
  • fYear
    2009
  • fDate
    28-29 Dec. 2009
  • Firstpage
    147
  • Lastpage
    149
  • Abstract
    A customer win-back model is developed to test the relationship among customer relationship management, commitment, and customer loyalty in this paper. This model involves customer relationship management, trust, emotion, price, commitment, loyalty and other factors. A number of data analyses are carried out, and the results show that customer relationship management has a positive impact on the formation of the customer loyalty behavior.
  • Keywords
    consumer behaviour; customer relationship management; customer commitment; customer emotion; customer loyalty; customer relationship management; customer trust; customer win-back model; Conference management; Customer relationship management; Data analysis; Information analysis; Investments; Logic; Management information systems; Sun; System testing; Wireless networks;
  • fLanguage
    English
  • Publisher
    ieee
  • Conference_Titel
    Wireless Networks and Information Systems, 2009. WNIS '09. International Conference on
  • Conference_Location
    Shanghai
  • Print_ISBN
    978-0-7695-3901-0
  • Electronic_ISBN
    978-1-4244-5400-6
  • Type

    conf

  • DOI
    10.1109/WNIS.2009.62
  • Filename
    5381869
    • Link To Document
    https://search.isc.ac/dl/search/defaultta.aspx?DTC=49&DC=3124139