The impact of customer relationship management on customer behavior : case study of ooredoo for telecommunications
Other Title(s)
L’impact de la gestion des relations clients sur le comportement du consommateur : etude de cas ooredoo
Joint Authors
Thabit, Thabit Hasan
Hanniche, Hadj
al-Hajj Isa, Sayyid Ahmad
Source
La Revue des Sciences Commerciales
Issue
Vol. 17, Issue 1 (30 Jun. 2018), pp.67-78, 12 p.
Publisher
Ecole des Hautes Études Commerciales
Publication Date
2018-06-30
Country of Publication
Algeria
No. of Pages
12
Main Subjects
Economics & Business Administration
Topics
Abstract EN
This paper aims to determine the nature of the relationship between the dimensions of the Customer Relationship Management (Interactive communication, the service provided, and dealing with complaints) and the customer behavior (satisfaction and repurchasing).
The descriptive and analytical approaches were used by the researchers, the researchers used the descriptive approach by using the academic references to clarify the terms theoretically, and they used the analytical approach by making sample survey and analyzing the results statistically.
The researchers designed a questionnaire to discover the influential relationship between CRM and customer behavior (for the customers of Ooredoo for telecommunications.
Abstract FRE
Cet article vise à determiner la nature de la relation entre les dimensions de la gestion de la relation client à savoir la communication interactive, le service fourni, la gestion des reclamations et le comportement.
Les approches descriptives et analytiques ont été utilisées par les chercheurs, pour clarifier les concepts theoriques et analiser les resultants d’un questionnaire destine pour les clients d'Ooredoo pour les telecommunications pour expliquer la relation d'influence entre le CRM et le comportement des clients.
American Psychological Association (APA)
al-Hajj Isa, Sayyid Ahmad& Thabit, Thabit Hasan& Hanniche, Hadj. 2018. The impact of customer relationship management on customer behavior : case study of ooredoo for telecommunications. La Revue des Sciences Commerciales،Vol. 17, no. 1, pp.67-78.
https://search.emarefa.net/detail/BIM-1140393
Modern Language Association (MLA)
al-Hajj Isa, Sayyid Ahmad…[et al.]. The impact of customer relationship management on customer behavior : case study of ooredoo for telecommunications. La Revue des Sciences Commerciales Vol. 17, no. 1 (Jun. 2018), pp.67-78.
https://search.emarefa.net/detail/BIM-1140393
American Medical Association (AMA)
al-Hajj Isa, Sayyid Ahmad& Thabit, Thabit Hasan& Hanniche, Hadj. The impact of customer relationship management on customer behavior : case study of ooredoo for telecommunications. La Revue des Sciences Commerciales. 2018. Vol. 17, no. 1, pp.67-78.
https://search.emarefa.net/detail/BIM-1140393
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references : p. 78
Record ID
BIM-1140393
