고객지향성의 선.후행변수에 관한 연구

• 발행기관: 한국산업경영학회
• 저자명: 정기한 박은옥 오재신
• 간행물 정보: 『한국산업경영학회 발표논문집』2010년도 하계학술대회 발표논문집, 1~6쪽, 전체 6쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2010.07.30

영문 초록

This study intends to find the empirical relationship between influential factors of CRM realization and performance. The purpose of this study is to analyze effect of managerial support factors on customer orientation, work performance, and customer performance in the banking institutions. First, it is analyzed to find what kind of effects the major factor of CRM system may have on customer orientation. Then, the impacts of the customer orientation on the performance are to be analyzed. Lastly, it is analyzed that the work performance affects the customer performance.

목차

Ⅰ. 서론

Ⅱ. 선행연구

Ⅲ. 연구설계

Ⅳ. 결과분석

Ⅴ. 요약 및 결론

키워드

CRM Customer Orientation Work Performance