The Antecedents of Electronic Customer Relationship Management Performance (e-CRM) in Electronic Services

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Executive Summary

It is very important to measure the performance of ECRM in organization. Not many researchers have been done to measure the performance of ECRM in the organization. Previous researcher believe that ECRM performance should be measured ultimately in terms of customer behaviors since they are the underlying sources of value of current customers in a firm and have the potential to increase the future revenue streams associated with them and those prospective customers. This conceptual paper suggests that customer trust, privacy, usefulness, service quality as the antecedents of electronic customer relationship management performance in electronic services.

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