.png){kind=icon}
Return
Performance comparison based on customer relationship management using analytic network process
.png){kind=icon}
PRE
AI
DOI：10.1016/j.eswa.2011.01.170.png)
.png){kind=icon}
Original request for help.png){kind=icon}
Share.png){kind=icon}
Save
Abstract
En 中文
Customer relationship management (CRM) is a multi-perspective business paradigm which aims maximizing the benefits gained from relationships with customers. The aim of this paper is to compare the CRM performances of e-commerce firms using a multiple criteria decision making (MCDM) approach. Analytical network process (ANP) is a MCDM methodology which can take the inner and outer dependencies among multiple criteria into consideration. As there are dependencies among CRM performance evaluation criteria, ANP is used for comparing the CRM performances of the e-commerce firms under consideration. A sensitivity analysis also provided in order to monitor the robustness of the proposed ANP framework to changes in the weights of evaluation criteria. To the authors' knowledge, this will be the first study which evaluates CRM performance using ANP. (C) 2011 Elsevier Ltd. All rights reserved.
Keywords:
Decision making
Multi-criteria
Customer relationship management
Analytical network process (ANP)
AI Summary
Key information extracted from the uploaded paper, including a brief overview, abstract, background, key highlights, visual analysis, and future outlook.
Journal
IF:
7.5
Papers:
3.0W
Citations:
10.2W
Organization
Cited Papers
.png){kind=icon}
ShareSaveShareSaveShareSave
ShareSave
View more