Relational and technological assessment of CRM providers: A multifactor study

• Main Authors: CLAYBAUGH, Craig C., REYCHAV, Iris, NAH, Fiona Fui-hoon
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2023
• Subjects: Customer relationship management; Technology; Relational exchange; Loyalty; Satisfaction; Databases and Information Systems; Management Information Systems
• Online Access: https://ink.library.smu.edu.sg/sis_research/9432
• Institution: Singapore Management University

The study examines how customers of relationship software provider perceive the technology they use and assess the relational elements of the exchange relationship. This study proposes and empirically tests a model integrating two technology components (positive prior experience and quality of techn...