Adoption of Electronic Customer Relationship Management. Adoption of Customer Relationship Management in Service Sector

      Аннотация: This book was devoted to the literature review on the concept of innovation and its adoption. Our conclusion was that the adoption process is different from the diffusion process, and aims to identify the determinants of the business-customer relationship. This relationship is obviously important for the successful implementation of a technological innovation such as e-CRM system. In this book is extracted the dimensionality of relationship quality to fully understand the impact of e-CRM system adoption factors on relationship quality. We have chosen the emotional dimensions for the understanding of the customer relationship “which highlights the essential role of relationship marketing”. The quality of the business relationship is a multidimensional concept which is based on satisfaction, trust and commitment.

Ключевые слова: Quality of sevice, Electronic customer relationship managment, Adoption