Noor Raihan Ab Hamid, Aw Yoke Cheng and Romiza Md Akhir, “Consumers’ Perceived Important Features and Dimensions of E-CRM: An Empirical Study on Hotels’ Web Sites,” Proceedings of the 16th International Business Information Management Association (IBIMA), ISBN: 978-0-9821489-5-2, 29-30 June 2011, Kuala Lumpur, Malaysia, p.1884-1895.
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