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Keywords: Customer relationship management
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Journal Articles
Benchmarking: An International Journal (2022) 29 (2): 411–433.
Published: 10 June 2021
... the qualitative approach, a total of 31 in-depth interviews with customer relationship management (CRM) officers of telecom and organized outlets were carried out. Data were analysed using NVIVO-12 plus and ATLAS tools. Findings The analysis extracted 13 unique themes namely training and development...
Journal Articles
Benchmarking: An International Journal (2012) 19 (2): 137–158.
Published: 06 April 2012
... Emerald Group Publishing Limited 2012 Taiwan Banks Balanced scorecard Human resource management Marketing management Information technology Customer relationship management HR‐service capability IT‐service capability MK‐service capability Customer related performance Most...
