ملخص
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 technology) and four relational constructs (reputation, trust, risk, and overall relational satisfaction), and how these factors influence loyalty to a customer relationship management system provider. The findings suggest that both technology and relational factors influence loyalty. This paper provides a framework that highlights the technology and relational factors influencing loyalty to the CRM software provider, which is key to continuance.
اللغة الأصلية | الإنجليزيّة |
---|---|
الصفحات (من إلى) | 107-117 |
عدد الصفحات | 11 |
دورية | Journal of Computer Information Systems |
مستوى الصوت | 63 |
رقم الإصدار | 1 |
المعرِّفات الرقمية للأشياء | |
حالة النشر | نُشِر - 2023 |