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The Electronic Library
Customer relationship management in electronic environment
Reza Jamali Asghar Moshabaki Hajar Aramoon Akbar Alimohammadi

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Reza Jamali Asghar Moshabaki Hajar Aramoon Akbar Alimohammadi, (2013),"Customer relationship management in electronic environment", The Electronic Library, Vol. 31 Iss 1 pp. 119 - 130 Permanent link to this document:

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Hannu Saarijärvi, Heikki Karjaluoto, Hannu Kuusela, (2013),"Customer relationship management: the evolving role of customer data", Marketing Intelligence & Planning, Vol. 31 Iss 6 pp. 584-600 http:// dx.doi.org/10.1108/MIP-05-2012-0055

Injazz J. Chen, Karen Popovich, (2003),"Understanding customer relationship management (CRM): People, process and technology", Business Process Management Journal, Vol. 9 Iss 5 pp. 672-688 Mark Xu, John Walton, (2005),"Gaining customer knowledge through analytical CRM", Industrial Management & Data Systems, Vol. 105 Iss 7 pp. 955-971

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Customer relationship
management in electronic
Reza Jamali and Asghar Moshabaki
Faculty of Management and Economics, Tarbiat Modares University, Tehran, Iran

Hajar Aramoon

Received 5 January 2011
Revised 21 April 2011
Accepted 24 May 2011

Downloaded by AIMST UNIVERSITY At 21:34 18 September 2014 (PT)

Department of Management, Islamic Azad University, Abadan, Iran, and

Akbar Alimohammadi
Department of Accounting, Islamic Azad University, Tehran, Iran Abstract
Purpose – Internet and electronic networks tend to be used to provide customers with services and to facilitate understanding of common variable demands by which many organizations may increase services’ quality from the customers’ point of view. In addition, e-libraries, though in some ways run for noncommercial goals, have been faced with great attention from customers, which makes them maintain and develop their services. The authors have come to a conclusion that the only way to increased financial benefits is through better service. Organizations as a part of the domestic information community therefore, have turned to implementation of new methods such as management of customer relationships. This paper aims to develop a valid and reliable method for evaluating and measuring the management relationship level with customers in e-libraries. In addition, the research tries to find how...
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