Applying Electronic Customer Processes to Electronic Customer Retention (Field Study in Jordanian Telecommunication Sector)

Abstract

Electronic Knowledge Repository in electronic customer relationship management (eCRM) is an important topic for improving Electronic Customer Retention. Also, In spite of several previous studies of eCRM, none has adequately examined the influences of Electronic Customer Processes and Electronic Knowledge Repository on Electronic Customer Retention. For this reason, the relationships among (Electronic Customer Analysis, Electronic Customer Attraction, and Electronic Customer Acquisition) mediating by Electronic Knowledge Repository to improve Electronic Customer Retention are tested, based on a PLS analysis with 218 survey sample from three Jordanian telecommunication sector. This paper has significant Practical implications of these findings beneficial to our understanding of eCRM process in the Electronic Customer Retention for organization in Jordanian telecommunication sector.