Does Knowledge Management Influence the Customer's Satisfaction and Intention to Quit? Mediating Role of Customer Relationship Management
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References listed on IDEAS
- Jehad J Badwan & Mazen J Al Shobaki & Samy S Abu Naser & Youssef M Abu Amuna, 2017. "Adopting Technology for Customer Relationship Management in Higher Educational Institutions," Post-Print hal-01500365, HAL.
- Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Oxford University Press, vol. 17(4), pages 375-384, March.
- Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
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More about this item
Keywords
Intention to Quit; Knowledge Management; Customer Relationship Management; Customers Satisfaction;All these keywords.
NEP fields
This paper has been announced in the following NEP Reports:- NEP-CSE-2018-01-22 (Economics of Strategic Management)
- NEP-KNM-2018-01-22 (Knowledge Management & Knowledge Economy)
- NEP-MKT-2018-01-22 (Marketing)
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