Virtual Crm and E-business Performance
نویسندگان
چکیده
Customer Relationship Management is becoming increasing relevant in the corporate agendas and has been broadly studied by academic researchers. In the last few years and with the development of the digital economy, a new paradigm has emerged: virtual customer relationship management (virtual CRM). We have defined a conceptual framework to examine the relationship between the virtual CRM and e-business success among European companies. Survey data from a questionnaire was used to empirically assess our research model. Using structural equation modelling analysis, the results show that virtual CRM competence can improve e-business performance and that some CRM internal applications can improve virtual CRM competencies. Acknowledgements: This paper is based on data provided by the European Commission and the e-Business W@tch and funding for this work is granted by FCT – CEEApla, Research Center for Applied Economics. SECTION
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