@article {Horn:2005:0144-929X:101,
title = "Determinant elements of customer relationship management in e-business",
journal = "Behaviour and Information Technology",
parent_itemid = "infobike://tandf/tbit",
publishercode ="tandf",
year = "2005",
volume = "24",
number = "2",
publication date ="2005-03-01T00:00:00",
pages = "101-109",
itemtype = "ARTICLE",
issn = "0144-929X",
eissn = "1362-3001",
url = "https://www.ingentaconnect.com/content/tandf/tbit/2005/00000024/00000002/art00004",
doi = "doi:10.1080/01449290512331321938",
author = "Horn, D and Feinberg, R and Salvendy, G",
abstract = "This study investigates the composition of customer relationship management (CRM) in e-business by examining the possible elements that determine different aspects of the relationship between customers and e-businesses. A web-based CRM survey of 38 items, constructed from SERVQUAL (service quality instrument), SITEQUAL (website service quality instrument) and literature findings, was completed by 200 customer contact professionals. Results of a factor analysis indicated three main customer relationship attributes of e-business, which are: general CRM (accounting for 51% of the total variance); personalization (accounting for 9% of the total variance); and privacy (accounting for 7% of the total variance). Results of a stepwise regression indicated that these customer relationship attributes significantly predict customer attitude (83% of the explained variance). Within the general CRM dimension, website content organization correlated highly with customer attitude (65% of the explained variance). The results of the study indicate that customers perceive three main dimensions of relationship attributes of e-business (general CRM, personalization and privacy) and that all three significantly contribute to customer attitude. These findings support the importance of including relational-type e-business attributes when investigating interactions between customers and e-business. The study concludes with related implications and design guidelines to enhancing customer perception of e-business.",
}