한국전자거래학회:학술대회논문집 (Proceedings of the CALSEC Conference)

한국전자거래학회 (Society for e-Business Studies)
권호 표지

Reuse of customer contact experience to implement e-CRM ： E-mail response management

  • Lee, Jae-Kwang (Department of e-business, Korea Polytechnic University) ;
  • Gouranga-G.Das (Department of Economics, Hanyang University) ;
  • Han, Chang-Hee (Department of Business Administration, Hanyang University)
  • 발행 : 2004.02.01
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초록

1. Research Background ·Customer support or service in organization is one of the most important business improvement theme in improving their business competences. -Many customers view customer support as one of the most impotant criteria when evaluating a product or a service(Foo et al., 2000) -Customer service has a strong link to customer satisfaction, which then yields customer loyalty and long-term profitability(Szymanski ＆ Henard, 2001： McKenna, 1991)(omitted)

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