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
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;
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
DOI :
10.1109/WNIS.2009.62
