{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T16:30:49Z","timestamp":1781109049229,"version":"3.54.1"},"reference-count":0,"publisher":"IGI Global Scientific Publishing","issue":"4","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2006,10,1]]},"abstract":"<p>This study addresses the effect of customer relationship management (CRM) practices on online customers\u2019 satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm\u2019s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers\u2019 overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers\u2019 perception of a Web site\u2019s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers\u2019 Web site satisfaction through their perception of the Web site\u2019s customer orientation.<\/p>","DOI":"10.4018\/jebr.2006100104","type":"journal-article","created":{"date-parts":[[2011,2,15]],"date-time":"2011-02-15T13:43:13Z","timestamp":1297777393000},"page":"61-77","source":"Crossref","is-referenced-by-count":12,"title":["Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction"],"prefix":"10.4018","volume":"2","author":[{"given":"Su-Fang","family":"Lee","sequence":"first","affiliation":[{"name":"Overseas Chinese Institute of Technology, Taiwan"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Wen-Jang (\"Kenny\")","family":"Jih","sequence":"additional","affiliation":[{"name":"Middle Tennessee State University, USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Shyh-Rong","family":"Fang","sequence":"additional","affiliation":[{"name":"National Chung Hsing University, Taiwan"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","container-title":["International Journal of E-Business Research"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=1869","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T19:34:43Z","timestamp":1654112083000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/jebr.2006100104"}},"subtitle":["A Model-Building Approach"],"short-title":[],"issued":{"date-parts":[[2006,10,1]]},"references-count":0,"journal-issue":{"issue":"4","published-print":{"date-parts":[[2006,10]]}},"URL":"https:\/\/doi.org\/10.4018\/jebr.2006100104","relation":{},"ISSN":["1548-1131","1548-114X"],"issn-type":[{"value":"1548-1131","type":"print"},{"value":"1548-114X","type":"electronic"}],"subject":[],"published":{"date-parts":[[2006,10,1]]}}}