A review of the inconsistency in CRM measurement: evidence from the telecommunication industry

• Main Authors: Sarkindaji, Bashir Danlami, Abdullateef, Aliyu Olayemi, Hashim, Noor Azmi
• Format: Article
• Language: English
• Published: American Research Institute for Policy Development 2014
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/21305/1/JIBE%202%202%202014%20107%20131.pdf; http://repo.uum.edu.my/21305/; http://jibe-net.com/journals/jibe/Vol_2_No_2_June_2014/8.pdf
• Institution: Universiti Utara Malaysia

This study explores the varying contradictions in CRM measurements and proposed a conceptual model in association with customer loyalty in the telecommunication industry.The model was developed based on observed practical issues, industry reports and explicit review of empirical literatures on CRM...