CRM capability in service industries: Conceptualization and scale development

Author

Wang, Yong-Gui ; Feng, Hui

Author_Institution

Int. Bus. Sch., Univ. of Int. Bus. & Econ., Beijing

Volume

1

fYear

2008

fDate

12-15 Oct. 2008

Firstpage

83

Lastpage

88

Abstract

This paper describes the development of a reliable and valid measuring scale for assessing customer relationship management capability on the basis of analyzing data from three samples. CRM capability is found to be a multi-dimensional construct composed of four dimensions: customer knowledge management capability, customer interaction management capability, customer relationship upgrading capability and customer win-back capability.

Keywords

customer relationship management; knowledge management; service industries; customer interaction management; customer knowledge management; customer relationship management; customer win-back capability; service industries; Customer relationship management; Data analysis; Industrial economics; Industrial relations; Knowledge management; CRM capability; Customer relationship management (CRM); Firm performance;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on

Conference_Location

Beijing

Print_ISBN

978-1-4244-2012-4

Electronic_ISBN

978-1-4244-2013-1

Type

conf

DOI

10.1109/SOLI.2008.4686367

Filename

4686367