{"id":"https://openalex.org/W1969487570","doi":"https://doi.org/10.4018/jebr.2006100104","title":"Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction","display_name":"Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction","publication_year":2006,"publication_date":"2006-10-01","ids":{"openalex":"https://openalex.org/W1969487570","doi":"https://doi.org/10.4018/jebr.2006100104","mag":"1969487570"},"language":"en","primary_location":{"id":"doi:10.4018/jebr.2006100104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jebr.2006100104","pdf_url":null,"source":{"id":"https://openalex.org/S77020770","display_name":"International Journal of E-Business Research","issn_l":"1548-1131","issn":["1548-1131","1548-114X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of E-Business Research","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5011728070","display_name":"Su-Fang Lee","orcid":null},"institutions":[{"id":"https://openalex.org/I207776796","display_name":"Overseas Chinese University","ror":"https://ror.org/01j9jq089","country_code":"TW","type":"education","lineage":["https://openalex.org/I207776796"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Su-Fang Lee","raw_affiliation_strings":["Overseas Chinese Institute of Technology, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Overseas Chinese Institute of Technology, Taiwan","institution_ids":["https://openalex.org/I207776796"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5008849764","display_name":"Wen-Jang Jih","orcid":null},"institutions":[{"id":"https://openalex.org/I169615421","display_name":"Middle Tennessee State University","ror":"https://ror.org/02n1hzn07","country_code":"US","type":"education","lineage":["https://openalex.org/I169615421"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Wen-Jang (\"Kenny\") Jih","raw_affiliation_strings":["Middle Tennessee State University, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Middle Tennessee State University, USA","institution_ids":["https://openalex.org/I169615421"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5111737428","display_name":"Shyh-Rong Fang","orcid":null},"institutions":[{"id":"https://openalex.org/I162838928","display_name":"National Chung Hsing University","ror":"https://ror.org/05vn3ca78","country_code":"TW","type":"education","lineage":["https://openalex.org/I162838928"]},{"id":"https://openalex.org/I99613584","display_name":"National Taipei University","ror":"https://ror.org/03e29r284","country_code":"TW","type":"education","lineage":["https://openalex.org/I99613584"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Shyh-Rong Fang","raw_affiliation_strings":["National Chung Hsing University, Taiwan","National Chung-hsing University, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"National Chung Hsing University, Taiwan","institution_ids":["https://openalex.org/I162838928","https://openalex.org/I99613584"]},{"raw_affiliation_string":"National Chung-hsing University, Taiwan","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.5465,"has_fulltext":false,"cited_by_count":13,"citation_normalized_percentile":{"value":0.790264,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"2","issue":"4","first_page":"61","last_page":"77"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9995999932289124,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9948999881744385,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9890000224113464,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6565365791320801},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.598948061466217},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5938441753387451},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.574383556842804},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.5266337990760803},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.4806574583053589},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.4681423306465149},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.4560052156448364},{"id":"https://openalex.org/keywords/structural-equation-modeling","display_name":"Structural equation modeling","score":0.4270268380641937},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.32864242792129517},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.250318706035614},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.11523666977882385}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6565365791320801},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.598948061466217},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5938441753387451},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.574383556842804},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.5266337990760803},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.4806574583053589},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.4681423306465149},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.4560052156448364},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.4270268380641937},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.32864242792129517},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.250318706035614},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.11523666977882385},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/jebr.2006100104","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jebr.2006100104","pdf_url":null,"source":{"id":"https://openalex.org/S77020770","display_name":"International Journal of E-Business Research","issn_l":"1548-1131","issn":["1548-1131","1548-114X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of E-Business Research","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jebr00:v:2:y:2006:i:4:p:61-77","is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/jebr.2006100104","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W1973295013","https://openalex.org/W2124748206","https://openalex.org/W3013184534","https://openalex.org/W1561149111","https://openalex.org/W2385901836","https://openalex.org/W3017474797","https://openalex.org/W592274603","https://openalex.org/W1971902502","https://openalex.org/W392435464","https://openalex.org/W577112707"],"abstract_inverted_index":{"This":[0],"study":[1,127,171],"addresses":[2],"the":[3,21,26,42,82,99,108,112,158,164,170,187],"effect":[4],"of":[5,28,45,54,70,85,107,114,143,163,186],"customer":[6,43,55,60,148,152,190],"relationship":[7,32,49],"management":[8],"(CRM)":[9],"practices":[10,175],"on":[11,157],"online":[12,147,151,178],"customers\u2019":[13,104,141,179],"satisfaction":[14,122,182],"with":[15,20,33,89],"their":[16,46,184],"experience":[17],"in":[18,118,123,168],"interacting":[19,88],"company":[22,76,100],"Web":[23,77,101,109,145,153,180,188],"sites.":[24],"Recognizing":[25],"importance":[27],"maintaining":[29],"a":[30,71,131,144],"healthy":[31],"customers,":[34],"companies":[35],"are":[36],"actively":[37],"seeking":[38],"ways":[39],"to":[40,134],"enhance":[41],"value":[44],"offerings":[47],"through":[48,183],"marketing.":[50],"Since":[51],"effective":[52],"managing":[53,59],"relationships":[56,137],"essentially":[57],"involves":[58],"information":[61,124],"flow,":[62],"Internet":[63],"technologies":[64],"have":[65],"become":[66],"an":[67],"important":[68,95],"element":[69],"firm\u2019s":[72],"CRM":[73,139,174],"program.":[74],"The":[75],"site":[78,102,154,181],"is":[79,97],"functioning":[80],"as":[81],"focal":[83],"point":[84],"contact":[86],"for":[87],"existing":[90],"and":[91,120,129,150],"prospective":[92],"customers.":[93],"An":[94],"concern":[96],"how":[98],"affects":[103],"overall":[105],"perception":[106,142,185],"site.":[110],"Using":[111],"concepts":[113],"Internet-mediated":[115],"market":[116],"orientation":[117,149],"marketing":[119],"user":[121],"systems,":[125],"this":[126],"formulated":[128],"validated":[130],"theoretical":[132],"model":[133],"analyze":[135],"causal":[136],"between":[138],"practices,":[140],"site\u2019s":[146,189],"satisfaction.":[155],"Based":[156],"structural":[159],"equation":[160],"modeling":[161],"analysis":[162],"primary":[165],"data":[166],"collected":[167],"Taiwan,":[169],"found":[172],"that":[173],"positively":[176],"impact":[177],"orientation.":[191]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-07-22T07:51:19.307946","created_date":"2016-06-24T00:00:00"}
