Purpose–The purpose of this paper is to review the literature on customer relationship
management (CRM) to obtain a comprehensive framework of mutually exclusive CRM …

Customer acceptance of internet banking in Estonia | Emerald Insight Books and journals
Case studies Expert Briefings Open Access Publish with us Advanced search Customer …

The focus on new technologies in service situations is growing and is of particular
importance in financial‐services contexts. It is argued that there is mutuality of benefit for …

The focus on new technologies in service situations is growing and is of particular
importance in financial services contexts. It is argued that there is mutuality of benefit for both …

This study aims to examine the influence of online relationship marketing on consolidating
online customer–firm relationships. Through developing an empirical model, this research …

Purpose–The purpose of this paper is to examine the behaviour of Portuguese users and
non‐users of self‐service technologies (SSTs) in banking services. Design/methodology …

This paper sheds some light on the debate about the extent of use of IT in services, in this
case in banking. In such a competitive sector where quality of service can be a differentiator …

Abstract Information and communication are critical to developing customer relationships.
Thus, new information and communication technologies (NICTs) became a key knowledge …

While electronic customer relationship management (e-CRM) has been thoroughly
investigated via multiple research perspectives and multidisciplinary approaches in the past …

It has been established that increasing the role of technology in a service organisation can
serve to reduce costs and often improve service reliability. For this reason and as the …