Shopping Cart | Login | Register | Language: English

The Impact of E-Commerce Customer Relationship Management in Business-to-Consumer E-Commerce

Volume 6, Issue 4. Copyright © 2008. 17 pages.
OnDemand Article PDF Download
Download link provided immediately after order completion
$30.00
List Price: $37.50
Current Promotions:
20% Online Bookstore Discount*
Available. Instant access upon order completion.
DOI: 10.4018/jeco.2008100103|
Cite Article

MLA

Ratnasingam, Pauline. "The Impact of E-Commerce Customer Relationship Management in Business-to-Consumer E-Commerce." JECO 6.4 (2008): 30-46. Web. 27 Nov. 2014. doi:10.4018/jeco.2008100103

APA

Ratnasingam, P. (2008). The Impact of E-Commerce Customer Relationship Management in Business-to-Consumer E-Commerce. Journal of Electronic Commerce in Organizations (JECO), 6(4), 30-46. doi:10.4018/jeco.2008100103

Chicago

Ratnasingam, Pauline. "The Impact of E-Commerce Customer Relationship Management in Business-to-Consumer E-Commerce," Journal of Electronic Commerce in Organizations (JECO) 6 (2008): 4, accessed (November 27, 2014), doi:10.4018/jeco.2008100103

Export Reference

Mendeley
Sample PDF Favorite
The Impact of E-Commerce Customer Relationship Management in Business-to-Consumer E-Commerce
Access on Platform
Browse by Subject
Top

Abstract

The growth of business-to-consumer (B2C) e-commerce has gained a lot of attention among SMEs. Most B2C firms are turning their attention on how to retain new customers and are left in a situation to compete with larger firms. This paper aims to examine the impact of E-Commerce Customer Relationship Management (ECCRM) in a small business firm that engages in B2C e-commerce. Drawing upon the theories of customer relationship management, e-commerce, trust and loyalty, we develop an integrated framework of ECCRM model to illustrate the impact of the hard and soft factors that reflect the level of transactional and relational components of communication thereby impacting the customers shopping time lifecycle experiences. We develop a number of hypotheses to facilitate testing of the framework via an exploratory case study. We then discuss the findings of the integrated framework leading to theoretical and practical implications of this study and directions for future research.
Top

Complete Article List

Search this Journal: Reset
Volume 12: 3 Issues (2014)
Volume 11: 4 Issues (2013)
Volume 10: 4 Issues (2012)
Volume 9: 4 Issues (2011)
Volume 8: 4 Issues (2010)
Volume 7: 4 Issues (2009)
Volume 6: 4 Issues (2008)
Volume 5: 4 Issues (2007)
Volume 4: 4 Issues (2006)
Volume 3: 4 Issues (2005)
Volume 2: 4 Issues (2004)
Volume 1: 4 Issues (2003)
View Complete Journal Contents Listing