ISBN: 978-81-967373-6-8
Authors: Prof. Pushpender Kumar and Dr Anupreet Kaur Mokha
Year of Publication: 2024
Page Count: 290
Language: English
Description:
This book seeks to explore how E-CRM is reshaping the landscape of customer management, particularly within the highly competitive banking sector. It provides a comprehensive analysis of how E-CRM impacts customer loyalty in the banking industry, which is uniquely positioned in this context, as it is both a critical service provider and a sector characterized by fierce competition and heightened customer expectations. Leveraging the Stimulus-Organism-Response (S-O-R) model, it dissects the complex interplay between E-CRM systems, customer experience, satisfaction, and loyalty.