أثر إدارة علاقات الزبائن الإلكترونية في خلق القيمة للزبائن: دراسة حالة اتصالات الجزائر-ولاية باتنة

الملخص EN

This study aimed to identify the impact of electronic customer relations management in creating value for customers of all kinds (monetary value, moral value, emotional value), where this study was applied to customers of communications Algeria-Batna state-and in order to achieve the objectives of the study was designed and distributed to the sample of the study represented by 89 questionnaires, the study showed that there is an average correlation between e-customer relations management and the creation of monetary value, ethical value, emotional value of customers of Algiers telecoms in Batna state-with varying values depending on the type of each value, in addition to the presence of other influential factors, and through the results a set of recommendations were made.