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An Empirical Study on Impact of Web on CRM with Special Reference to E-Tailing in Uttar Pradesh
The Web is being viewed as a technique and place to enhance customer relationship. In this paper we tried to develop a model to analyze the web characteristics that help in building customer relationships management and then used this model to examine consumer relationship building mechanisms in online e-tailing.
Keywords
Online Retailing, Relationship Intentions, Trust, Switching Costs, SEM.
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