Name
Abstract | ||
|---|---|---|
Abstract Electronic customer relationship management (eCRM) aims to fulfill customers’ individual needs in order to increase the value for both the customers and firms alike. However, this individual treatment has potential negative effects for the firm. As it seemingly neglects other customers deemed less worthy, it provokes customer perceptions of unfairness and unethical concerns towards the firm. Despite these damaging consequences, few studies have examined the role of fairness in eCRM. The purpose of this study is twofold: (1) to investigate how differential treatment of customers may affect their perceptions of fairness in a firm and its personalized eCRM activities; (2) to develop an integrated model of fairness in eCRM that incorporates four key variables internal to the firm—service quality, price, communication efforts, and differential treatment. |
Year | DOI | Venue |
|---|---|---|
2015 | 10.1007/s10799-014-0210-4 | Information Technology and Management |
Keywords | Field | DocType |
Electronic customer relationship management (eCRM), Unfairness, Ethics, Online retailing, Price, Service quality | Customer relationship management,Service quality,Computer science,Knowledge management,Perception,Marketing | Journal |
Volume | Issue | ISSN |
16 | 4 | 1573-7667 |
Citations | PageRank | References |
4 | 0.39 | 8 |
Authors | ||
5 | ||
Name | Order | Citations | PageRank |
|---|---|---|---|
| Xiaoyu Yu | 1 | 18 | 4.75 |
| Bang Nguyen | 2 | 42 | 8.23 |
| Sung Ho Han | 3 | 4 | 0.39 |
| Cheng-Hao Steve Chen | 4 | 5 | 1.07 |
| Fei Li | 5 | 5 | 0.73 |