How does customer self-construal moderate CRM value creation chain?
作者：
Highlights：
• Constructing the chain from customer value to organization value at individual customer level.
• Investigating the moderating effect of self-construal in such a chain.
• Collecting data points from China in the context of mobile data services.
• The positive relationship between customer loyalty and duration is moderated by customer’s interdependent self-construal.
• The positive relationship between customer satisfaction and customer loyalty is moderated by independent self-construal.
摘要
•Constructing the chain from customer value to organization value at individual customer level.•Investigating the moderating effect of self-construal in such a chain.•Collecting data points from China in the context of mobile data services.•The positive relationship between customer loyalty and duration is moderated by customer’s interdependent self-construal.•The positive relationship between customer satisfaction and customer loyalty is moderated by independent self-construal.
论文关键词：CRM value creation chain,Customer value,Organization value,Self-construal
论文评审过程：Received 1 February 2013, Revised 28 May 2014, Accepted 1 June 2014, Available online 4 July 2014.
论文官网地址：https://doi.org/10.1016/j.elerap.2014.06.003
