2026-04-13T07:13:09Zhttps://recercat.cat/oai/request
oai:recercat.cat:2072/2293742024-12-13T09:30:47Zcom_2072_96861com_2072_96858com_2072_96852com_2072_2015col_2072_228892
RECERCAT author Daradoumis Haralabus, Atanasi author Faulin Fajardo, Francisco Javier author Juan Pérez, Ángel Alejandro author Martínez, F. José author Rodríguez Ardura, Inma author Xhafa, Fatos 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 1460-6720.1460-67201741-525X10.1504/IJSTM.2010.032887 http://hdl.handle.net/10609/1327 Peer-reviewedCRM 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. eng The original publication is available at <a href="http://www.inderscience.com/search/index.php?action=record&rec_id=32887">http://www.inderscience.com/search/index.php?action=record&rec_id=32887</a> Customer services Educational technology Education, Higher -- Computer-assisted instruction Web-based instruction Universities and colleges -- Marketing Serveis d'atenció al client Tecnologia educativa Internet en l'ensenyament universitari Ensenyament virtual Universitats -- Màrqueting Servicios de atención al cliente Tecnología educativa Internet en la enseñanza universitaria Enseñanza virtual Universidades -- Marketing CRM and higher education : developing a monitoring system to improve relationships in e-learning environments Customer Relationship Management and higher education : developing a monitoring system to improve relationships in e-learning environments info:eu-repo/semantics/article