Building personalised relationship with customer via emails (Record no. 30138)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01674naa a2200205uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 9092314541237 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211165528.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 090923s2009 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 | HUANG, Jen-Hung |
| 9 (RLIN) | 36228 |
| 245 10 - TITLE STATEMENT | |
| Title | Building personalised relationship with customer via emails |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | UK : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | mai./jun. 2009 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Personalised services, which make customers feel that service employees are polite, friendly and exhibit personal warmth, and that customers are unique and valued, are essential in building good customer relationships. Establishing personalised relationships on the Internet appears impossible. However, the characteristics of reduced cues and asychronised communications make email an effective tool for cultivating relationships between e-retailers and their customers. A sample of 254 students from a university in Northern Taiwan participated in an experiment. Structural equation modelling revealed that frequent personalised emails improve the relationship between e-retailers and their customers, enhance service quality and engender customer loyalty. Furthermore, personalised emails enhance relationship quality more for female customers than for male customers. Finally, future research and managerial implications are discussed. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | email; e-service; gender; relationship quality; service quality |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | SHYU, Stacy Huey-Pyng |
| 9 (RLIN) | 37796 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 20, 5-6, p. 585-602 |
| Place, publisher, and date of publication | UK : Routledge, mai./jun. 2009 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20090923 |
| Operator's initials, OID (RLIN) | 1454^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20091009 |
| Operator's initials, OID (RLIN) | 1325^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
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