فهرست:
چکیده فارسی
فصل اول: کلیات طرح
1-1- مقدمه......................................................................................................................... 2
1-2-بیان مسئله.................................................................................................................... 3
1-3- اهمیت موضوع تحقیق و انگیزش انتخاب آن.................................................................. 5
1-4- چارچوب نظری تحقیق................................................................................................ 6
1-5- اهداف تحقیق.............................................................................................................. 7
1-6- سؤالات ..................................................................................................................... 7
1-7- فرضیه‌های تحقیق........................................................................................................ 8
1-8- تعاریف عملیاتی متغیرها و واژه‌های کلیدی.................................................................... 8
1-9- قلمرو تحقیق ............................................................................................................ 11
فصل دوم: مروری بر ادبیات و پیشینه تحقیق
2-1- مقدمه........................................................................................................................ 13
2-2- تعاریف و مفاهیم مدیریت ارتباط با مشتری.................................................................. 15
2-3- چرخه زندگی مشتری و چرخه خدمت مطلوب در فرایند CRM................................ 18
2-4- جلب اعتماد و رضایتمندی مشتری کلید مدیریت ارتباط با مشتری.................................. 19
2-5- سازماندهی فرایندهای سازمان و مدیریت ارتباط با مشتری............................................ 27
2-6- الگوها و مدلهای سنجش رضایتمندی در مدیریت مؤثر ارتباط با مشتری........................ 28
2-7- فنآوریهای مدرن و به روز و مدیریت ارتباط با مشتری.................................................. 30
2-8- فناوری اطلاعات و بهره‌وری بنگاههای اقتصادی و بهبود CRM..................................... 33
2-9- مدیریت دانش و مدیریت ارتباط با مشتری................................................................... 38
2-10- مدیریت دانش مشتری در راستای حفظ و وفاداری مشتری.......................................... 45
2-11- مدیریت ارتباط و تمرکز بر مشتریان کلیدی................................................................ 46
2-12- پیشینه تحقیق........................................................................................................... 49
فصل سوم: روش تحقیق (متدولوژی)
3-1- مقدمه........................................................................................................................ 54
3-2- روش تحقیق ............................................................................................................ 55
3-3- جامعه آماری.............................................................................................................. 55
3-4- حجم نمونه و روش اندازه‌گیری................................................................................... 55
3-5- روش گردآوری اطلاعات........................................................................................... 55
3-6- ابزار جمع‌آوری اطلاعات ........................................................................................... 55
3-7-روائی و پایائی ابزار سنجش......................................................................................... 56
3-8- روش تجزیه و تحلیل داده‌ها ...................................................................................... 57
فصل چهارم: تجزیه و تحلیل داده‌های تحقیق
4-1- مقدمه ....................................................................................................................... 72
4-2- بخش توصیفی پرسشنامه ........................................................................................... 73
4-3- توصیف آماری شاخصهای مرکزی و پراکندگی متغیرهای تحقیق.................................... 75
4-4- آزمون کولموگوروف اسمیرنوف برای تعیین نرمال بودن توزیع متغیرهای تحقیق............. 78
4-5- تجزیه و تحلیل استنباطی داده‌های آماری (آزمون فرضیه‌های تحقیق)............................. 79
فصل پنجم: نتیجه‌گیری و پیشنهادات
5-1- مقدمه........................................................................................................................ 84
5-2-نتیجه‌گیری.................................................................................................................. 85
5-3- پیشنهادات ................................................................................................................ 85
5-4- محدودیتهای تحقیق .................................................................................................. 87
منابع و مأخذ........................................................................................................................ 72
پیوست(1).......................................................................................................................... 79
پیوست(2).......................................................................................................................... 84
منبع:
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29.بازاریابی رابطه‌ای و وفاداری مشتریان
30. کارکنان در تعامل با وفاداری مشتریان صنایع خدماتی
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40.بررسی ارتباط کیفیت مواجهه خدمت و وفاداری مشتریان در سازمانهای خدماتی تجاری
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45. تأثیر خدمات داخلی بر کیفیت خدمات‌رسانی کارکنان به مشتریان؛ مطالعه موردی قسمت تلفن همراه شرکت مخابرات ایران واقع در شهر تهران
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