한국전자거래학회:학술대회논문집 (Proceedings of the CALSEC Conference)
- 한국전자거래학회 2004년도 e-Biz World Conference
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- Pages.251-254
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- 2004
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
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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