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

Service Business

Volumn 7, Issue 2, 2013, Pages 307-328

  Cheng, Lai Yu ^a   Yang, Chih Wei ^b  

^a NATIONAL TAIWAN UNIVERSITY OF SCIENCE AND TECHNOLOGY   (Taiwan)

^b INSTITUTE OF NUCLEAR ENERGY RESEARCH   (Taiwan)

Author keywords

American Customer Satisfaction Index (ASCI); Customer relationship management (CRM); Service delivery system; Service industries

Indexed keywords

EID: 84882845344     PISSN: 18628516     EISSN: 18628508     Source Type: Journal    
DOI: 10.1007/s11628-012-0160-z     Document Type: Article

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