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While most literature in e-CRM has focused on how firms formulate and implement e-CRM initiatives, there is a dearth of literature on viewing the overall quality of an e-commerce firm\u2019s e-CRM practices from the consumer point of view. This research proposes such a consumer-oriented concept, e-CRM value, based on existing e-CRM research literature and examines the effect of e-CRM value on website loyalty. It was found that customers\u2019 perception of e-CRM value has a positive causal effect on their website loyalty. The implications of this finding for the theory-building of e-CRM and marketing practices of e-commerce firms are discussed.<\/p>","DOI":"10.4018\/jebr.2010070101","type":"journal-article","created":{"date-parts":[[2010,7,1]],"date-time":"2010-07-01T12:47:10Z","timestamp":1277988430000},"page":"1-14","source":"Crossref","is-referenced-by-count":2,"title":["Effects of e-CRM Value Perceptions on Website Loyalty"],"prefix":"10.4018","volume":"6","author":[{"given":"Wen-Jang","family":"Jih","sequence":"first","affiliation":[{"name":"Middle Tennessee State University, USA"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Su-Fang","family":"Lee","sequence":"additional","affiliation":[{"name":"Overseas Chinese Institute of Technology, Taiwan"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"2432","reference":[{"issue":"1","key":"jebr.2010070101-0","first-page":"51","article-title":"E-CRM: Are we there yet?","volume":"6","author":"N. 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