期刊名称：Informing Science: The International Journal of an Emerging Transdiscipline
印刷版ISSN：1547-9684
电子版ISSN：1521-4672
出版年度：2009
卷号：12
页码：191-191
出版社：Informing Science Institute
摘要：Using a dual lens of Stakeholder Theory (ST) and Relationship Marketing (RM), this exploratory
case study considers the perceptions and attitudes of each stakeholder regarding the initial design,
development, and subsequent testing of an electronic customer relationship management (eCRM)
tool. Through the use of in-depth interviews, member-checking interviews, and data from actual
customer transactions, this study attempts to fill the gap in the literature by gaining a clear understanding
of the objectives, goals, and perceptions of an eCRM vendor, franchisor senior company
management, franchisees, and customers regarding eCRM. The results of this study reveal important
implications for the informing sciences including the need to balance human and computer
interaction, issues related to control, the impact that “electronic” systems may have on marketing
relationships, and the importance of balancing the interests and expectations of all stakeholders.
关键词：Electronic customer relationship management (eCRM), Customer relationship management
(CRM), Internet customer relations, Internet loyalty, Internet relationship management,
Stakeholder Theory, Relationship Marketing.
