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Electronic Customer Relationship Management (E-CRM) and Customer Loyalty
This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with...
Published by: IGI Global Scientific Publishing
Examining the Interconnections Between E-CRM, Customer Experience, Customer Satisfaction and Customer Loyalty
This study examines the impact of electronic customer relationship management (E-CRM) on customer loyalty through the mediating effects of customer experience and customer satisfaction in the context of the banking industry....
Published by: IGI Global Scientific Publishing