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来源：百度知道 编辑：UC知道 时间：2024/06/07 16:18:02
Electronic commerce customer relationship management (eCRM) has emerged as a subfield and continues to evolve within the information systems (IS) discipline. After conducting an eCRM meta-analysis, Romano and Fjermestad identified five major non–mutually exclusive research areas within eCRM: eCRM markets, eCRM business models, eCRM knowledge management, eCRM technology, and eCRM human factors .
In the eCRM markets area, Romano and Fjermestad identified the need to investigate the role of transactions (i.e., discrete transactions, relational exchanges) between service providers and customers. In the area of eCRM human factors, they identified the need to investigate customers’ emotional experiences on-line and how customers think and feel about service providers, their products, and their brand . Romano and Fjermestad also proposed that researchers should consider new instruments and techniques to explore customer attitudes and opinions.
In the eCRM markets area, Romano and Fjermestad identified the need to investigate the role of transactions (i.e., discrete transactions, relational exchanges) between service providers and customers. In the area of eCRM human factors, they identified the need to investigate customers’ emotional experiences on-line and how customers think and feel about service providers, their products, and their brand . Romano and Fjermestad also proposed that researchers should consider new instruments and techniques to explore customer attitudes and opinions.
电子商务的客户关系管理( ecrm )已成为一个subfield不断演变与信息系统(是)纪律.之后进行ecrm汇总分析,罗马诺和fjermestad确定五大非相互排斥的研究领域内 ecrm : ecrm市场, ecrm商业模式, ecrm知识管理, ecrm技术, ecrm人为因素.
在ecrm 市场方面,罗马诺和fjermestad确定需要调查的作用交易(即离散交易,关联交易)与服务提供商和客户.在面积ecrm人为因素,他们指出,需要调查客户的情感体验上线以及客户怎样的想法和感受,服务提供商,其产品和品牌的发展.罗马诺和fjermestad还建议研究者应考虑采取新的手段和技术, 以探讨客户的态度和意见.