目次

Chapter 1 Electronic Customer Relationship Management, Nicholas C. RomanoJr., Jerry Fjermestad; Part I The Role of CRM and ECRM; Chapter 2 Success Factors in Online Supply Chain Management and E-Customer Relationship Management, Michael R. Bartolacci, Mary Meixell; Chapter 3 Using Electronic Customer Relationship Management to Maximize/Minimize Customer Satisfaction/Dissatisfaction, Yoon Cho, Jerry Fjermestad; Part II Organizational Success Factors of CRM; Chapter 4 Customer Relationship Management Success and Organizational Change, Carl-Erik Wikström; Chapter 5 Success Factors in CRM Implementation, Rainer Alt, Thomas Puschmann; Chapter 6 Collaborative Customer Relationship Management in Financial Services Alliances, Malte Geib, Lutz M. Kolbe, Walter Brenner; Part III Enhancing Performance of CRM; Chapter 7 Improving Customer Interaction with Customer Knowledge Management, Adrian Bueren, Schierholz Ragnar, Lutz M. Kolbe, Walter Brenner; Chapter 8 An Examination of the Effects of Information and Communication Technology on Customer Relationship Management and Customer Lock-In, Ja-Shen Chen, Russell K.H. Ching; Part IV CRM in Business-to-Customer Commerce; Chapter 9 What Makes Customers Shop Online?, Na Li, Ping Zhang; Chapter 10 Toward Achieving Customer Satisfaction in Online Grocery Shopping, Sherah Kurnia, Petra Schubert;