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Keywords: Customer relationship management
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Journal Articles
Managing Service Quality: An International Journal (2013) 23 (5): 388–409.
Published: 29 August 2013
...Mei‐Ling Wang Purpose The present study evaluates the effects of four‐component customer relationship management (CRM) on nursing home resident satisfaction by incorporating residents’ perceptions of service quality regarding physical environment and interaction with staff members in the nursing...
