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http://hdl.handle.net/10609/1327
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DC Field | Value | Language |
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dc.contributor.author | Daradoumis, Thanasis | - |
dc.contributor.author | Faulin, Javier | - |
dc.contributor.author | Juan, Angel A. | - |
dc.contributor.author | Martínez López, Francisco José | - |
dc.contributor.author | Rodriguez-Ardura, Inma | - |
dc.contributor.author | XHAFA, FATOS | - |
dc.contributor.other | Universitat Oberta de Catalunya. The New Economy Observatory (ONE) | - |
dc.date.accessioned | 2010-02-16T11:56:52Z | - |
dc.date.available | 2010-02-16T11:56:52Z | - |
dc.date.issued | 2008 | - |
dc.identifier.citation | DARADOUMIS, D.; FAULIN, J.; JUAN, Á.A.; MARTÍNEZ, F.J.; RODRÍGUEZ, I.; XHAFA, F. (2010). "CRM and higher education: developing a monitoring system to improve relationships in e-learning environments". International Journal of Services Technology and Management. Vol. 14, n. 1, pp. 103 - 125. ISSN 1460-6720. | - |
dc.identifier.issn | 1460-6720MIAR | - |
dc.identifier.issn | 1741-525XMIAR | - |
dc.identifier.uri | http://hdl.handle.net/10609/1327 | - |
dc.description.abstract | CRM has usually been associated to business contexts. However, it has recently been pointed out that its principles and applications are also very appropriate for non-profit making organizations. In this paper, we defend the broadening of the field of application of CRM from the business domain to a wider context of relations hips in which the inclusion of non-profit making organizations seems natural. In particular, we focus on analyzing the suitability of adopting CRM processes by universities and higher educational institutions dedicated to e-learning. This is an issue that, in our opinion, has much potential but has received little attention in research so far. Our work reflects upon this matter and provides a new step towards a CRM solution for managing relationships of specific customers, such as students. Indeed, the main contribution of this paper is specifically characterized by the proposal and empirical application of an e-monitoring system that aims to enhance the performance of relationships in e-learning environments. | en |
dc.language.iso | eng | - |
dc.rights | The original publication is available at http://www.inderscience.com/search/index.php?action=record&rec_id=32887 | - |
dc.subject.lcsh | Customer services | en |
dc.subject.lcsh | Educational technology | en |
dc.subject.lcsh | Education, Higher -- Computer-assisted instruction | en |
dc.subject.lcsh | Web-based instruction | en |
dc.subject.lcsh | Universities and colleges -- Marketing | en |
dc.title | CRM and higher education : developing a monitoring system to improve relationships in e-learning environments | - |
dc.title.alternative | Customer Relationship Management and higher education : developing a monitoring system to improve relationships in e-learning environments | - |
dc.type | info:eu-repo/semantics/article | - |
dc.audience.mediator | Theme areas::Economics and Business | en |
dc.subject.lemac | Serveis d'atenció al client | ca |
dc.subject.lemac | Tecnologia educativa | ca |
dc.subject.lemac | Internet en l'ensenyament universitari | ca |
dc.subject.lemac | Ensenyament virtual | ca |
dc.subject.lemac | Universitats -- Màrqueting | ca |
dc.subject.lcshes | Servicios de atención al cliente | es |
dc.subject.lcshes | Tecnología educativa | es |
dc.subject.lcshes | Internet en la enseñanza universitaria | es |
dc.subject.lcshes | Enseñanza virtual | es |
dc.subject.lcshes | Universidades -- Marketing | es |
dc.identifier.doi | 10.1504/IJSTM.2010.032887 | - |
dc.gir.id | AR/0000001393 | - |
Appears in Collections: | Articles Articles cientÍfics |
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Daradoumis_CRM_IJSTM_dSpace_2010.pdf | 796,02 kB | Adobe PDF | View/Open |
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