Influence of employee capability and relational process on service quality and customer outcomes in customer relationship management

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Influence of employee capability and relational process on service quality and customer outcomes in customer relationship management

Customer Relationship Management (CRM) has been the main concept in establishing, maintaining and enhancing a meaningful long term relationship between firms and customers. Competent employees, effective processes and technology support are crucial to achieve this objective. Accordingly, the a...

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Bibliographic Details
Main Author:	Ramli, Suriana
Format:	Thesis
Language:	English
Published:	2017
Subjects:	Customer relations - Management Customer services
Online Access:	http://psasir.upm.edu.my/id/eprint/69791/ http://psasir.upm.edu.my/id/eprint/69791/1/gsm%202017%2013%20ir.pdf

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