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ArticleElectronic CRM and perceptions of unfairness

Xiaoyu Yu2014

Article2014

Electronic CRM and perceptions of unfairness

Xiaoyu Yu · Bang Nguyen · Sung H. Han · Cheng-Hao Chen · Fei Li

20 citations·0/0 files stored·Information Technology and Management

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Customer Service Quality and Loyalty Digital Marketing and Social Media AI in Service Interactions

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research 1988On the Evaluation of Structural Equation Models 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1986Self-Reports in Organizational Research: Problems and Prospects 1979A Paradigm for Developing Better Measures of Marketing Constructs 1996The Behavioral Consequences of Service Quality

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Year2014

Typearticle

Published2014-12-12

VenueInformation Technology and Management

ISSN-L1385-951X

Languageen

Citations20

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1007/s10799-014-0210-4

openalex_workW2010652727

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