Sin, Leo Y.M.; Tse, Alan C.B.; Yim, Frederick H.K. - In: European Journal of Marketing 39 (2005) 11/12, pp. 1264-1290
Purpose – To develop a reliable and valid measuring scale for customer relationship management (CRM). Design/methodology/approach – A series of studies were conducted for the development and validation of multiple measures for the dimensions of CRM. Once the dimensions of CRM were...
