The Factors That Impact of e-Customer Relationship Management Performance (e-CRM) of Mobile Services in Jordan

Bilal ali Alnassar

Abstract


e-Customer Relationship Management (e-CRM) helps business use technology and human recourses to gain insight into the behavior of customer and the value of those customers. The main objective of this paper is to investigate the antecedents of e-CRM performance and its impact on customer loyalty and Customer-switching intention (CSI). A conceptual model, adapted from Technology Acceptance Model (TAM), was built to relate Customer Privacy (CP) and Customer-Switching Intention (CSI) to e-CRM performance of Jordanian Mobile Services. Self-administered questionnaires were used to collect the data from University's students were selected as the respondents for this research. This paper will describe literature review  of CRM and e-CRM, customer factors that including CP and CSI. Also, Will describe research model based on Technology Acceptance Model (TAM) and Hypotheses. The data collocation, sample, Analysis of data and desiccation of results.


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DOI: http://dx.doi.org/10.5296/jmr.v6i3.4751

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