Abstract
In this chapter, the relationship between customer satisfaction and factors related to I-CRM, namely: perceived value, interactivity, customer loyalty, and customer acquisition, are analysed. As previously suggested, customer satisfaction plays a significant role in I-CRM. In order to verify the relationship between our proposed variables based on the conceptual framework, we utilise linear modelling to formulate the relationship between customer satisfaction with its antecedents and consequences. Also, utilizing a formula, we test and prove the relationships. 
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Faed, A. (2013). Linear and Non-linear Analytics and Opportunity Development in I-CRM. In: An Intelligent Customer Complaint Management System with Application to the Transport and Logistics Industry. Springer Theses. Springer, Heidelberg. https://doi.org/10.1007/978-3-319-00324-5_8
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DOI: https://doi.org/10.1007/978-3-319-00324-5_8
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