Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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The Impact of Customer Partnership on CRM Success and New CRM Success: The Role of Relational Systems and Trust

고객파트너십이 CRM성과에 미치는 영향에 관한 연구 - 관계시스템과 신뢰의 역할 -

  • Published : 2004.03.01
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Abstract

In recent studies, there has been much interest in the relationship between customer partnership and its effect on CRM success. Yet, there is little empirical work on it. This study empirically examines the relationship between customer partnership and CRM success in Korean companies. The findings indicate that the success of the relational systems(information technology and education/reward) is significantly related to trust to customer and customer partnership. The study also provides empirical evidence that trust and customer partnership is positively related to the new CRM success and the traditional CRM success.

Keywords

References

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