Banking services primarily involve the creation, processing, storage, and distribution of financial information. Most of these services can be conveniently handled via Internet-based information technologies. This convenience, however, may be offset to a certain degree by customers’...

A blog was created to help cardiac illness patients and their families cope with the anxiety caused by their health problems and the subsequent treatment process. An empirical study reveals that the customer relationship management practices of the blog site affect visitors’ visit...

Web-enabled customer relationship management, or e-CRM, holds the promise to simultaneously achieve the conflicting goals of strategic flexibility and operational efficiency in developing and executing innovative e-commerce marketing strategies. A new multi-disciplinary field involving such...