000			01653naa a2200205uu 4500
001			9092216583637
003			OSt
005			20190211165513.0
008			090922s2009 xx ||||gr |0|| 0 eng d
100	1		_aCHANG, Hsin Hsin _924573
245	1	0	_aImplementation of relationship quality for CRM performance : _bacquisition of BPR and organizational learning
260			_aUK : _bRoutledge, _cmar./abr. 2009
520	3		_aThis 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			_arelationship quality; customer relationship management; business process re-engineering; organisational learning.
700	1		_aKU, Po Wen _937763
773	0	8	_tTotal Quality Management & Business Excellence _g20, 3-4, p. 327-348 _dUK : Routledge, mar./abr. 2009 _xISSN 14783363 _w
942			_cS
998			_a20090922 _b1658^b _cDaiane
998			_a20091009 _b1115^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c30117 _d30117
041			_aeng