000			01674naa a2200205uu 4500
001			9092314541237
003			OSt
005			20190211165528.0
008			090923s2009 xx ||||gr |0|| 0 eng d
100	1		_aHUANG, Jen-Hung _936228
245	1	0	_aBuilding personalised relationship with customer via emails
260			_aUK : _bRoutledge, _cmai./jun. 2009
520	3		_aPersonalised 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			_aemail; e-service; gender; relationship quality; service quality
700	1		_aSHYU, Stacy Huey-Pyng _937796
773	0	8	_tTotal Quality Management & Business Excellence _g20, 5-6, p. 585-602 _dUK : Routledge, mai./jun. 2009 _xISSN 14783363 _w
942			_cS
998			_a20090923 _b1454^b _cDaiane
998			_a20091009 _b1325^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c30138 _d30138
041			_aeng