An Empirical Study on the e-CRM Performance Influence Model for Service Sectors in Taiwan

Te-Ming Chang · Lin-Li Liao · Wen-Feng Hsiao

71 citations0/0 files storedIEEE Conference on Commerce and Enterprise Computing (CEC)

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Customer Service Quality and Loyalty Digital Marketing and Social Media Corporate Governance and Management

Abstract

Electronic customer relationship management (e-CRM) emerges from the Internet and Web technology to facilitate the implementation of CRM. It focuses on Internet- or Web-based interaction between companies and their customers. Above all, e-CRM enables service sectors to provide appropriate services and products to satisfy the customers so as to retain customer royalty and enhance customer profitability. This research is to explore the key research issues about e-CRM performance influence for service sectors in Taiwan. A research model is proposed based on the widely applied technology-organization-environment (TOE) framework. Survey data from the questionnaire are collected to empirically assess our research model.

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