NDLI: Conceptual analysis and implementation of an integrated CRM system for service providers

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Conceptual analysis and implementation of an integrated CRM system for service providers

Content Provider	Springer Nature Link
Author	Cheng, Lai Yu Yang, Chih Wei
Copyright Year	2012
Abstract	Customer relationship management (CRM) has become a critical issue in services management. Ensuring customer satisfaction and maintaining long-term relationships with customers have become essential for survival amongst competitive service industries. However, few studies have attempted to integrate all relevant factors in a comprehensive model of CRM implementation. The current study addresses this need by proposing a conceptually integrated five-phase model that incorporates elements of CRM, the service-delivery process and customer satisfaction (represented by the extended American Customer Satisfaction Index (ASCI) model). This integrated model of CRM is assessed in an empirical study of 63 leading Taiwanese service firms distributed amongst eight service industries. The implementation levels of various phases of CRM are assessed in a range of service industries by means of a questionnaire survey and in-depth interviews. The results of this empirical study reveal the strengths and weaknesses of various industries in their implementation of CRM. These results also represent a useful benchmarking reference for service organisations that have lower implementation levels in some CRM practices.
Starting Page	307
Ending Page	328
Page Count	22
File Format	PDF
ISSN	18628516
Journal	Service Business
Volume Number	7
Issue Number	2
e-ISSN	18628508
Language	English
Publisher	Springer-Verlag
Publisher Date	2012-07-20
Publisher Place	Berlin, Heidelberg
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Service industries Customer relationship management (CRM) Service delivery system American Customer Satisfaction Index (ASCI) Business/Management Science Human Resource Management Management/Business for Professionals
Content Type	Text
Resource Type	Article
Subject	Business and International Management Strategy and Management

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
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4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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