is defined as customer’s judgment about the extent to which a Web site facilitates efficient and effective shopping, purchase, and delivery of products and services.
Published in Chapter:
An Integrated Model for E-CRM in Internet Shopping: Evaluating the Relationship between Perceived Value, Satisfaction and Trust
Changsu Kim (Yeongnam University, Korea), Weihong Zhao (Jiangxi Normal University, China), and Kyung Hoon Yang (University of Wisconsin-La Crosse, USA)
Copyright: © 2010
|Pages: 9
DOI: 10.4018/978-1-61520-611-7.ch074
Abstract
Customer relationship management in electronic commerce (e-CRM) is one of the fastest growing management techniques adopted by online enterprises (Letaifa & Perrien, 2007). Much research has been done on topics such as e-CRM management (Romano & Fjermestad, 2003; Letaifa & Perrien, 2007), e-CRM marketing techniques (Jackson & Wang 1995; Pan & Lee, 2003), the adoption of e-CRM in organizations (Wu & Wu, 2005), and e- CRM applications that facilitate Internet business (Wang & Head 2001; Adebanjo, 2003; Joo & Sohn, 2008). Still, many online enterprises encounter difficulties implementing effective e-CRM because they tend to overlook customer’s perspective on e-CRM issues (Woodcock & Starkey, 2001).