The effectiveness of online customer relations tools

Purpose - The purpose of this paper is to examine the differences in how customers and organizations perceive online customer relations (OCR) tools - the online communication tools at the interface between organizations and customers - and how the different perceptions affect the implementation, use...

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Veröffentlicht in:	Internet research 2008-06, Vol.18 (3), p.211-228
Hauptverfasser:	Fink, Lior, Zeevi, Aviv, Te'eni, Dov
Format:	Artikel
Sprache:	eng
Schlagworte:	Customer relations Customer satisfaction Electronic commerce Online operations Worldwide web
Online-Zugang:	Volltext
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