CRM: conceptualization and scale development

@inproceedings{Sin2005CRMCA,
  title={CRM: conceptualization and scale development},
  author={Leo Y.M. Sin and Alan C. B. Tse and Frederick Hong-kit Yim},
  year={2005}
}
Purpose – To develop a reliable and valid measuring scale for customer relationship management (CRM).Design/methodology/approach – A series of studies were conducted for the development and validation of multiple measures for the dimensions of CRM. Once the dimensions of CRM were identified, data from study 1 (n=150 business executives attending a part‐time MBA program) were used to select items based on factor analysis. Then, confirmatory factor analyses was used on data obtained from a mail… CONTINUE READING

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