Customer perception of CRM implementation in banking context: Scale development and validation

PurposeThe purpose of this paper is to develop and validate a scale for measuring a customer’s perception of customer relationship management (CRM) initiatives of a bank. Based upon resource-based view, CRM technology capability has been conceptualized as a multidimensional construct comprising of t...

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Veröffentlicht in:	Journal of advances in management research 2019-02, Vol.16 (1), p.38-63
Hauptverfasser:	Dubey, Neeraj Kumar, Sangle, Purnima
Format:	Artikel
Sprache:	eng
Schlagworte:	Banking Brand loyalty Collaboration Competitive advantage Customer feedback Customer relationship management Customer services Customers Performance evaluation Researchers Service industries Technology
Online-Zugang:	Volltext
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