Multidimensional appraisal of customer relationship management : integrating balanced scorecard and multi criteria decision making approaches
Abbas Kermamati, Fatemeh Shapouri
| Year of publication: |
May 2016
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| Authors: | Keramati, Abbas ; Shapouri, Fatemeh |
| Published in: |
Information systems and e-business management : ISeB. - New York, NY [u.a.] : Springer, ISSN 1617-9846, ZDB-ID 2069863-X. - Vol. 14.2016, 2, p. 217-251
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| Subject: | Customer relationship management (CRM) | Performance evaluation | Balanced scorecard (BSC) | Decision making trial and evaluation laboratory (DEMATEL) | Analytical network process (ANP) | Technique for order of preference by similarity to ideal solution (TOPSIS) | Internet service provider (ISP) | Balanced Scorecard | Balanced scorecard | Beziehungsmarketing | Relationship marketing | Performance-Messung | Performance measurement | AHP-Verfahren | AHP approach | Multikriterielle Entscheidungsanalyse | Multi-criteria analysis |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s10257-015-0281-8 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011672280