תקציר
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.
שפה מקורית | אנגלית |
---|---|
עמודים (מ-עד) | 107-117 |
מספר עמודים | 11 |
כתב עת | Journal of Computer Information Systems |
כרך | 63 |
מספר גיליון | 1 |
מזהי עצם דיגיטלי (DOIs) | |
סטטוס פרסום | פורסם - 2023 |