Maroofi, Fakhraddin; Darabi, Adel; Torabi, Jila - In: International Journal of Academic Research in … 2 (2012) 3, pp. 164-182
This research examines the results of electronic customer relationship management (e-CRM) system carrying out in the … Iran banking industry from customer outlooks. Because most e-CRM carrying outs cannot be directly seen or identified by … ‘customer-based service ascribe’ to quantify e-CRM results from customers' outlooks. A full-scale field survey of 684 customers …