Abstract
This paper describes the development of a reliable and valid measuring scale for assessing customer relationship management capability on the basis of analyzing data from three samples. CRM capability is found to be a multi-dimensional construct composed of four dimensions: customer knowledge management capability, customer interaction management capability, customer relationship upgrading capability and customer win-back capability. ©2008 IEEE.
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Wang, Y. G., & Feng, H. (2008). CRM capability in service industries: Conceptualization and scale development. In Proceedings of 2008 IEEE International Conference on Service Operations and Logistics, and Informatics, IEEE/SOLI 2008 (Vol. 1, pp. 83–88). https://doi.org/10.1109/SOLI.2008.4686367
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