Linking Electronic Customer Relationship Management (E-CRM) and Customer loyalty through Serial Mediation of Customer Experience and Customer Satisfaction

Pushpender Kumar; Anupreet Kaur Mokha

doi:10.1504/ijecrm.2023.10059220

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JOURNAL ARTICLE

Linking Electronic Customer Relationship Management (E-CRM) and Customer loyalty through Serial Mediation of Customer Experience and Customer Satisfaction

Pushpender Kumar Anupreet Kaur Mokha

Year: 2023 Journal: International Journal of Electronic Customer Relationship Management Vol: 1 (1)

DOI: 10.1504/ijecrm.2023.10059220

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Keywords:

Business Customer satisfaction Customer retention Customer advocacy Loyalty business model Customer relationship management Customer equity Customer delight Marketing Mediation Customer intelligence Customer to customer Process management Service quality Service (business)

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FWCI (Field Weighted Citation Impact)

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0.16

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Topics

Technology Adoption and User Behaviour

Social Sciences → Decision Sciences → Information Systems and Management

Linking Electronic Customer Relationship Management (E-CRM) and Customer loyalty through Serial Mediation of Customer Experience and Customer Satisfaction

Metrics

Topics

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