Measuring CRM effectiveness: Construct development, validation and application of a process-oriented model
| Year of publication: |
2009
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|---|---|
| Authors: | Chen, Ja-Shen ; Yen, H.J.Rebecca ; Li, Eldon ; Ching, Russell |
| Published in: |
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 21017797. - Vol. 20.2009, 3-4, p. 283-300
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