Dehghanpouri, Houriyeh; Soltani, Zeynab; Rostamzadeh, Reza - In: Journal of Business & Industrial Marketing 35 (2020) 11, pp. 1831-1847
Purpose: The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management (E-CRM) systems. Design/methodology/approach: In this paper, a new model for determining the critical factors in...