LEADER 03856oam 2200721I 450 001 9910457673303321 005 20200520144314.0 010 $a1-315-70488-9 010 $a1-317-47219-5 010 $a1-280-91234-0 010 $a9786610912346 010 $a0-7656-2015-4 024 7 $a10.4324/9781315704883 035 $a(CKB)1000000000348486 035 $a(EBL)302429 035 $a(OCoLC)476081689 035 $a(SSID)ssj0000085158 035 $a(PQKBManifestationID)11120637 035 $a(PQKBTitleCode)TC0000085158 035 $a(PQKBWorkID)10005989 035 $a(PQKB)11619167 035 $a(MiAaPQ)EBC2051883 035 $a(MiAaPQ)EBC302429 035 $a(Au-PeEL)EBL2051883 035 $a(CaPaEBR)ebr10178047 035 $a(CaONFJC)MIL91234 035 $a(OCoLC)910446264 035 $a(OCoLC)958107640 035 $a(Au-PeEL)EBL302429 035 $a(EXLCZ)991000000000348486 100 $a20180706e20152006 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 00$aElectronic customer relationship management /$fJerry Fjermestad, Nicholas C. Romano, Jr., editors 210 1$aLondon ;$aNew York :$cRoutledge,$d2015. 215 $a1 online resource (224 p.) 225 1 $aAdvances in management information systems ;$vv. 3 300 $a"First published 2006 by M.E. Sharpe"--t.p. verso. 311 $a0-7656-1327-1 320 $aIncludes bibliographical references and index. 327 $aCONTENTS; SERIES EDITOR'S INTRODUCTION; ACKNOWLEDGMENTS; CHAPTER 1 ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT An Introduction; INTRODUCTION; CRM AND ECRM; THE STATE OF IS-CRM RESEARCH; OVERVIEW OF CHAPTERS; SUMMARY; APPENDIX 1.1. PUBLICATIONS BY JOURNAL; REFERENCES; PART I THE ROLE OF CRM AND ECRM; CHAPTER 2 SUCCESS FACTORS IN ONLINE SUPPLY CHAIN MANAGEMENT AND E-CUSTOMER RELATIONSHIP MANAGEMENT; CHAPTER 3 USING ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT TO MAXIMIZE/MINIMIZE CUSTOMER SATISFACTION/DISSATISFACTION; PART II ORGANIZATIONAL SUCCESS FACTORS OF CRM 327 $aCHAPTER 4 CUSTOMER RELATIONSHIP MANAGEMENT SUCCESS AND ORGANIZATIONAL CHANGE A Case StudyCHAPTER 5 SUCCESS FACTORS IN CRM IMPLEMENTATION Results from a Consortial Benchmarking Study; CHAPTER 6 COLLABORATIVE CUSTOMER RELATIONSHIP MANAGEMENT IN FINANCIAL SERVICES ALLIANCES; PART III ENHANCING PERFORMANCE OF CRM; CHAPTER 7 IMPROVING CUSTOMER INTERACTION WITH CUSTOMER KNOWLEDGE MANAGEMENT; CHAPTER 8 AN EXAMINATION OF THE EFFECTS OF INFORMATION AND COMMUNICATION TECHNOLOGY ON CUSTOMER RELATIONSHIP MANAGEMENT AND CUSTOMER LOCK-IN; PART IV CRM IN BUSINESS-TO-CUSTOMER COMMERCE 327 $aCHAPTER 9 WHAT MAKES CUSTOMERS SHOP ONLINE?CHAPTER 10 TOWARD ACHIEVING CUSTOMER SATISFACTION IN ONLINE GROCERY SHOPPING Lessons Learned from Australian and Swiss Cases; EDITORS AND CONTRIBUTORS; SERIES EDITOR; INDEX 330 $aA survey of information systems research on electronic customer relationship management (eCRM). This book provides frameworks taken from cases and applications in this field. Each chapter takes a collaborative approach that goes beyond the analytical and operational perspectives, and stresses integration with other enterprise information systems. 410 0$aAdvances in management information systems ;$vv. 3. 606 $aCustomer relations$xManagement 606 $aElectronic commerce 608 $aElectronic books. 615 0$aCustomer relations$xManagement. 615 0$aElectronic commerce. 676 $a658.8120285 701 $aFjermestad$b Jerry$0953457 701 $aRomano$b Nicholas C$0950880 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910457673303321 996 $aElectronic customer relationship management$92155640 997 $aUNINA