دانلود مقاله ISI انگلیسی شماره 2501
عنوان فارسی مقاله

تاثیر تکنولوژی های جدید بر رضایت مشتری و روابط مشتری تجارت b2b: مدارک و شواهد از صنعت نوشیدنی های غیرالکلی

کد مقاله سال انتشار مقاله انگلیسی ترجمه فارسی تعداد کلمات
2501 2010 5 صفحه PDF سفارش دهید 4600 کلمه
خرید مقاله
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عنوان انگلیسی
The impact of new technologies on customer satisfaction and business to business customer relationships: Evidence from the soft drinks industry
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Journal of Retailing and Consumer Services, Volume 17, Issue 3, May 2010, Pages 224–228

کلمات کلیدی
رضایت مصرف کننده - روابط مشتری مداری - مدیریت ارتباط با مشتری () - اتوماسیون نیروی فروش () - فن آوری های جدید -
پیش نمایش مقاله
پیش نمایش مقاله تاثیر تکنولوژی های جدید بر رضایت مشتری و روابط مشتری تجارت b2b: مدارک و شواهد از صنعت نوشیدنی های غیرالکلی

چکیده انگلیسی

Sales technology has been touted as a primary tool for enhancing customer relationship management (CRM) and thus improving overall customer satisfaction. The marketing, IT, and practitioner literatures make numerous references to the impact of CRM on business orientation and performance. However, according to Richard et al. (2007), not many studies have investigated customer relationship technology adopted by a firm and the impact on relationship development. The aim of this paper is to examine the relative impact of new technologies on improving customer relations and overall customer satisfaction within the sales industry. New technologies have revolutionised the workplace and have become an integral part of organisations throughout the world (Forster, 2000). Driving this revolution are two powerful new forces, cyberspace and computing power. This article defines three key terms which include CRM, customer satisfaction and new technologies and evaluates the impact of these emerging technological developments on relationships and customer satisfaction in a sales force/customer context. Primary research was conducted using two focus groups consisting of nine participants from Britvic. The analysis reveals that technology is both beneficial and essential within the sales force industry for both the sales representative and their customers and provides an insight into the impact of technology on the sales force/customer relationship. The paper concludes with reference to new technologies and the future.

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