Implementation of relationship quality for CRM performance : (Record no. 30117)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01653naa a2200205uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 9092216583637 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211165513.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 090922s2009 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | CHANG, Hsin Hsin |
| 9 (RLIN) | 24573 |
| 245 10 - TITLE STATEMENT | |
| Title | Implementation of relationship quality for CRM performance : |
| Remainder of title | acquisition of BPR and organizational learning |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | UK : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | mar./abr. 2009 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | This investigation applies qualitative and quantitative methods to explore the relationship between business process re-engineering (BPR), organisational learning, relationship quality and organisational performance in context of the implementation of customer relationship management (CRM). BPR and organisational learning are the first steps in the construction of CRM. Relationship quality involves trust, satisfaction and commitment, which are intended to be increased by the CRM implementation. The balanced scorecard (BSC) approach is applied to the measurement of organisational performance. The results of cases and data analysis support the actual implementation of CRM, and the respondents believe that the contribution of BPR and organisational learning can improve relationship quality and organisational performance. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | relationship quality; customer relationship management; business process re-engineering; organisational learning. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | KU, Po Wen |
| 9 (RLIN) | 37763 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 20, 3-4, p. 327-348 |
| Place, publisher, and date of publication | UK : Routledge, mar./abr. 2009 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20090922 |
| Operator's initials, OID (RLIN) | 1658^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20091009 |
| Operator's initials, OID (RLIN) | 1115^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
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