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Keywords: Customer relationship management
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Journal Articles
Journal:
The TQM Journal
The TQM Journal (2021) 33 (7): 193–221.
Published: 29 July 2021
...Maria Palazzo; Pantea Foroudi; Maria Antonella Ferri Purpose This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel...
Journal Articles
Journal:
The TQM Journal
The TQM Journal (2020) 32 (6): 1139–1158.
Published: 05 May 2020
...-use rights only Servitization Mobile instant messaging Customer journey Customer relationship management Customer-centricity User-oriented services Mobile devices are changing the way we communicate and are enabling mobile and ubiquitous services at different levels. In recent years...
