Title :
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
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;
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
DOI :
10.1109/SOLI.2008.4686367
