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http://dx.doi.org/10.9723/jksiis.2011.16.2.139

The Effects of Relationship Benefit on Relationship Quality and Store Loyalty - NPS Analysis and Moderating Effects -  

Kim, Sam-Won (동아대학교 경영학과)
Kim, Yoon-Hwan (동아대학교 경영학과)
Jang, Jae-Hun (동아대학교 경영학과)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.16, no.2, 2011 , pp. 139-154 More about this Journal
Abstract
The golden rule of CRM should be core customers. They show such passionate partnership with the company that they actively put forth their opinion to improve products and service through voluntary pro-company activities and participate in the development of new products through open innovation. Therefore, the top priority of a company should be given to defining its core customers and accurately understanding and managing them, which would contribute to the growth of the company. It has become more important nowadays how to manage a long-term customer relationship, for it can assure the company of increased income in spite of steep competition with rival companies. Therefore strong customer relationship is an important means of proving the company with competitive edge and maximizing company income.
Keywords
Net Promotor Score; Relationship Benefit; Relationship Quality; Store Loyalty;
Citations & Related Records
Times Cited By KSCI : 4  (Citation Analysis)
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