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Measuring CRM effectiveness: construct development, validation and application of a process-oriented model
Chen, Ja-shen; Yen, H. J. Rebecca; Li, Eldon Yu-zen; … - In: Total quality management & business excellence : an … 20 (2009) 3/4, pp. 283-299
Persistent link: https://www.econbiz.de/10003862468
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Implementation of relationship quality for CRM performance: acquisition of BPR and organisational learning
Chang, Hsin Hsin; Ku, Po Wen - In: Total quality management & business excellence : an … 20 (2009) 3/4, pp. 327-348
Persistent link: https://www.econbiz.de/10003862497
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Building personalised relationships with customers via emails
Huang, Jen-Hung; Shyu, Stacy Huey-Pyng - In: Total quality management & business excellence : an … 20 (2009) 5/6, pp. 585-601
Persistent link: https://www.econbiz.de/10003882592
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The service-profit chain : a review and extension
Yee, Rachel W. Y.; Yeung, Andy C. L.; Cheng, T. C. E.; … - In: Total quality management & business excellence : an … 20 (2009) 5/6, pp. 617-632
Persistent link: https://www.econbiz.de/10003882597
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Measuring the return of quality investments
Coelho, Pedro S.; Vilares, Manuel J. - In: Total quality management & business excellence : an … 21 (2010) 1/2, pp. 21-42
Persistent link: https://www.econbiz.de/10003957147
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Business performance and customer relationship management : the effect of IT, organisational contingency and business process on Taiwanese manufacturers
Lee, Chao-hsiung; Shaio Yan Huang; Barnes, F. Barry; Kao, Li - In: Total quality management & business excellence : an … 21 (2010) 1/2, pp. 43-65
Persistent link: https://www.econbiz.de/10003957148
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The TQM extension : total customer relationship management
Su, Chun-hsien; Tsai, August; Hsu, Chu-ling - In: Total quality management & business excellence : an … 21 (2010) 1/2, pp. 79-92
Persistent link: https://www.econbiz.de/10003957167
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A framework for quality dimensions of knowledge management systems
Owlia, Mohammad Selah - In: Total quality management & business excellence : an … 21 (2010) 11/12, pp. 1215-1228
Persistent link: https://www.econbiz.de/10008824968
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The impact of customer relationship management through implementation of information systems
Ku, Edward C. S. - In: Total quality management & business excellence : an … 21 (2010) 11/12, pp. 1085-1102
Persistent link: https://www.econbiz.de/10008824981
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An evaluation of SERVQUAL and patient loyalty in an emerging country context
Lonial, Subhash; Menezes, Dennis; Tarim, Mehves; … - In: Total quality management & business excellence : an … 21 (2010) 7/8, pp. 813-827
Persistent link: https://www.econbiz.de/10008650336