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The effects of Customer Relationship Management (CRM) and customer perceived value dimensions: a proposed conceptual framework for customer loyalty

The failure of customer relationship management (CRM) initiatives to improve the bottom-line has led to authors questioning the direct unconditional effects of CRM on customer loyalty, with calls for more studies to examine possible intervening variables explaining the mechanism of influence between...

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Bibliographic Details
Main Authors:	Agbemabiese, George Cudjoe, Hashim, Haslinda, Jo Ho, Ann, Sambasivan, Murali
Format:	Book Section
Published:	IGI Global 2022
Online Access:	http://psasir.upm.edu.my/id/eprint/99993/ https://www.igi-global.com/gateway/chapter/292341
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