A New Model for e-CRM in e-Commerce using Live-Operator
Bythe development of the Internet, e-commerce has
got very popular between organizations. E-commerce means buying
and selling products and services over the Internet. One of the
challenging issues in e-commerce is how to attract the customers and
how to satisfy them. Therefore, it is important to keep good
relationship with the customers. This paper proposes a new model to
increase the customer satisfaction by introducing live-operator.
Live-operator is a system which is involved both with the customers
and the organization.In this system the customers feelthatthey receive
the service directly from the organization. This model decreases the
response time and the customer loss. Moreover, it increases customer
trust and the ability of organizations.
[1] H. Bidgoli,Electronic Commerce Principles and Practice,Academic Press,
2002, pp. 57.
[2] D.K.Rigby,F. Reichheld, and P. Schefter, Avoid the four perils of
CRM,Harvard Business Review,2002, pp. 101-109.
[3] K. Rosen,Five myths of CRM,Computerworld, 2001, pp. 60-95.
[4] W. H. DeLone., and E. R. McLean, Information Systems Success: The
Quest for the Dependent Variable,"Information SystemsResearch,vol. 3,
no. 1,pp. 60-95, 1992.
[5] K. Hee-Woong, L. Gil-Hyung, and P. Shan, "Exploring the Critical
Success Factors for Customer Relationship Managementand Electronic
Customer RelationshipManagement Systems," Proceedings of
International Conference on Information Systems, (ICIS 2002), pp.
884-890, 2002.
[6] Jr.Romano,C. Nicholas, andJ. Fjermestad, "An Agenda for Electronic
Commerce Customer Relationship Management Research,"Proceedings
of American Conference on Information Systems (AMCIS 2001), pp.
831-832, 2001.
[1] H. Bidgoli,Electronic Commerce Principles and Practice,Academic Press,
2002, pp. 57.
[2] D.K.Rigby,F. Reichheld, and P. Schefter, Avoid the four perils of
CRM,Harvard Business Review,2002, pp. 101-109.
[3] K. Rosen,Five myths of CRM,Computerworld, 2001, pp. 60-95.
[4] W. H. DeLone., and E. R. McLean, Information Systems Success: The
Quest for the Dependent Variable,"Information SystemsResearch,vol. 3,
no. 1,pp. 60-95, 1992.
[5] K. Hee-Woong, L. Gil-Hyung, and P. Shan, "Exploring the Critical
Success Factors for Customer Relationship Managementand Electronic
Customer RelationshipManagement Systems," Proceedings of
International Conference on Information Systems, (ICIS 2002), pp.
884-890, 2002.
[6] Jr.Romano,C. Nicholas, andJ. Fjermestad, "An Agenda for Electronic
Commerce Customer Relationship Management Research,"Proceedings
of American Conference on Information Systems (AMCIS 2001), pp.
831-832, 2001.
@article{"International Journal of Business, Human and Social Sciences:55764", author = "Samin Jirehbandei and Alireza Nemaney Pour", title = "A New Model for e-CRM in e-Commerce using Live-Operator", abstract = "Bythe development of the Internet, e-commerce has
got very popular between organizations. E-commerce means buying
and selling products and services over the Internet. One of the
challenging issues in e-commerce is how to attract the customers and
how to satisfy them. Therefore, it is important to keep good
relationship with the customers. This paper proposes a new model to
increase the customer satisfaction by introducing live-operator.
Live-operator is a system which is involved both with the customers
and the organization.In this system the customers feelthatthey receive
the service directly from the organization. This model decreases the
response time and the customer loss. Moreover, it increases customer
trust and the ability of organizations.", keywords = "Customer, Customer Satisfaction, e-Commerce,e-CRM, Live-Operator, Organization", volume = "5", number = "8", pages = "1017-3", }