the Impact of customer relationship management through implementation of information systems (Record no. 39944)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02103naa a2200265uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 1080314051041 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211175404.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 110803s2010 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 | KU, Edward C. S. |
| 9 (RLIN) | 40420 |
| 245 10 - TITLE STATEMENT | |
| Title | the Impact of customer relationship management through implementation of information systems |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | nov./dec. 2010 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | CRM has been widely regarded as a company activity related to developing and retaining customers through increased satisfaction and loyalty. IT-based CRM systems have been applied in many industry sectors. CRM provides analytical, operational, and direction capabilities: the analytical capabilities enhance profitability maximisation from the customer relationship, operational capabilities cut across the customer value process, and direction capabilities depend on strategic skills and reflect the sharpness of long-term cooperation and organisational values. The research goal was to determine how a customer-oriented firm uses information systems to affect CRM profitability. In this article, we formulate the CRM profitability model by relationship marketing from a system efficiency perspective, and in total we mailed 552 survey questionnaires to 58 international hotels in Taiwan, and 235 survey questionnaires were collected. Using structural equation modelling analysis, the research findings suggest that customer relationship management profitability is not only dependent on the quality of information systems but also on service orientation and service processes. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 21 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Número 11-12 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Atendimento ao Cidadão |
| 9 (RLIN) | 12988 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Satisfação do Cliente |
| 9 (RLIN) | 12074 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Modelo de Gestão |
| 9 (RLIN) | 12032 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Técnica Administrativa |
| 9 (RLIN) | 12835 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Sistema de Informação |
| 9 (RLIN) | 12238 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 21, 11-12, p. 1085-1102 |
| Place, publisher, and date of publication | Oxfordshire : Routledge, nov./dec. 2010 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20110803 |
| Operator's initials, OID (RLIN) | 1405^b |
| Cataloger's initials, CIN (RLIN) | Geisneer |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20110815 |
| Operator's initials, OID (RLIN) | 1515^b |
| Cataloger's initials, CIN (RLIN) | Geisneer |
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