文章基本信息

标题：The Impact of eCRM on Loyalty and Retention of Customers in Iranian Telecommunication Sector
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作者：Alireza Abdolhosseini Khaligh ; Alireza Miremadi ; Mansoor Aminilari 等
期刊名称：International Journal of Business and Management
印刷版ISSN：1833-3850
电子版ISSN：1833-8119
出版年度：2012
卷号：7
期号：2
页码：150
DOI：10.5539/ijbm.v7n2p150
出版社：Canadian Center of Science and Education
摘要：
The research approach is to appraise the impact of electronic customer relationship management in creating
loyalty and retention of customers in Iran mobile telecommunication sector. 200 customers who use Iranian
mobile telecom operators’ services (Hamrah-e Avval , Irancell, and Taliya) have been asked as respondents in
this research. The objective of this study is to find the relationship between eCRM effective factors and loyalty
and retention factors in order to conduct the Iranian mobile telecom operators to be successful in enhancing
loyalty and retention of their customers in this field. With this Approach, the results of our research shows which
factors are effective and which factors are not in Iranian mobile telecom sector. This study enables the manager
of this sector to implement the eCRM in the best shape and match it with Iranian culture to create more loyalty
and retention.