期刊名称：International Journal of Business and Management
印刷版ISSN：1833-3850
电子版ISSN：1833-8119
出版年度：2016
卷号：11
期号：1
页码：p152
DOI：10.5539/ijbm.v11n1p152
语种：English
出版社：Canadian Center of Science and Education
其他摘要：Electronic Knowledge Repository in electronic customer relationship management (eCRM) is an important topic for improving Electronic Customer Retention. Also, In spite of several previous studies of eCRM, none has adequately examined the influences of Electronic Customer Processes and Electronic Knowledge Repository on Electronic Customer Retention. For this reason, the relationships among (Electronic Customer Analysis, Electronic Customer Attraction, and Electronic Customer Acquisition) mediating by Electronic Knowledge Repository to improve Electronic Customer Retention are tested, based on a PLS analysis with 218 survey sample from three Jordanian telecommunication sector. This paper has significant Practical implications of these findings beneficial to our understanding of eCRM process in the Electronic Customer Retention for organization in Jordanian telecommunication sector.
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