期刊名称：International Journal of Electronic Business Management
印刷版ISSN：1728-2047
出版年度：2009
卷号：7
期号：01
页码：57-69
出版社：Electronic Business Management Society
摘要：Customer Relationship Management (CRM) is one important application for e-business.Two important factors influencing CRM performance are: customer profiles and customer participation. The result of this experimental study demonstrates that the use of customerprofiles improves the customers’ perception of the quality of goods and increases the effectiveness of Customer Relationship Management (CRM). In addition, customer participation can improve customers’ perceptions the quality of goods and enhance performance of CRM through perceived participation. The results indicate that the customer profiles and customer participation are two crucial factors for companies to maintain good customer relations.
