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고객파트너십이 CRM성과에 미치는 영향에 관한 연구 - 관계시스템과 신뢰의 역할

The Impact of Customer Partnership on CRM Success and New CRM Success: The Role of Relational Systems and Trust

이유진|서영호|이현수
한국품질경영학회 (Korean Society For Quality Management)|2004.03|품질경영학회지 (Journal of Korean Society for Quality Management)|제32권 제1호|pp. 21-39

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참고문헌

주제분류학제간연구

초록

Abstract

In recent studies, there has been much interest in the relationship between customer partnership and its effect on CRM success. Yet, there is little empirical work on it. This study empirically examines the relationship between customer partnership and CRM success in Korean companies. The findings indicate that the success of the relational systems(information technology and education/reward) is significantly related to trust to customer and customer partnership. The study also provides empirical evidence that trust and customer partnership is positively related to the new CRM success and the traditional CRM success.

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관련 논문AI추천

A Study on the Key Success Factors for Knowledge Oriented Customer Partnership and New CRM Success김선엽, 이현수한국비교정부학회 · 한국비교정부학보2007 · 제11권 제2호고객관계관리(CRM)에서 조직적 특성과 추진성과 간의 관련성 연구고창배, 윤종수한국기업경영학회 · 기업경영연구2006 · 제13권 제2호호텔기업의 CRM 시스템 구축이 고객성과에 미치는 영향에 관한 연구김정승한국마케팅과학회 · Journal of Global Scholars of Marketing Science(마케팅과학연구)2003 · 제11호호텔기업의 CRM시스템, 고객관계 프로그램과 성과간의 관계윤정헌한국일본근대학회 · 일본근대학연구2005 · 제11호고객의 관계성향에 의한 만족, 신뢰, 몰입의 상이한 역할황용철한국소비문화학회 · 소비문화연구2002 · 제5권 제2호서비스기업이 제공하는 관계효익이 관계몰입과 고객충성도에 미치는 영향박종무, 오상현, 이상철한국산업경영학회 · 경영연구2003 · 제17권 제2호

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