This study investigated the impact of electronic customer relationship management (e-CRM)
strategies (functional and personal dimensions) on customer loyalty in the Jordanian
telecommunication sector. The mediating role of perceived customer relationship quality
(cognitive and an emotional dimensions) was tested in this relationship. Data was collected
via online survey from 301 Jordanian online shoppers and analysed using structural
equation modelling (AMOS). The results showed a significant and positive impact of the …