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|Title: ||An Evaluation of Customer Relationship Management in Freight Forwarder Services|
|Authors: ||Chin-Shan Lu;kuo-chung Shang|
|Issue Date: ||2017-11-01T03:38:19Z
|Publisher: ||Asia Pacific Management Conference (APMC2007)|
|Abstract: ||his study seeks to expand the base of knowledge concerning customer relationship management (CRM) attributes and their influence on firm performance, such as profit rate, revenues, growth rate, and market share. This research empirically evaluates the crucial dimensions of CRM from a freight forwarder's perspective in Taiwan. Based on factor analysis, six CRM dimensions are identified: customer acquisition, customer response, customer knowledge, customer information system, customer value evaluation, and customer information process. Cluster analysis is subsequently performed to form freight forwarder groups. Respondents are categorized into four groups on the basis of their factor scores in CRM dimensions: customer response oriented firms, customer knowledge and information process oriented firms, customer information process and response oriented firms, and customer response and knowledge oriented firms. The results indicate that best financial performance in terms of profit rate and revenues was found in customer information process and response oriented firms, followed by customer response and knowledge oriented firms, customer knowledge and information process oriented firms, and customer response oriented firms. The theoretical and practical implications of the research findings are discussed
An Evaluation of Customer Relationship Management in Freight Forwarder Services. Available from: https://www.researchgate.net/publication/240628369_An_Evaluation_of_Customer_Relationship_Management_in_Freight_Forwarder_Services [accessed Nov 01 2017].
|Appears in Collections:||[運輸科學系] 演講及研討會|
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