Customer relationship management and interface redesign : a study on the website design on the ebay websites on cultural perspectives

Document Type

Book chapter

Source Publication

Marketing and consumer behavior : concepts, methodologies, tools, and applications

Publication Date


First Page


Last Page



Business Science Reference


This study is focused on the cross-cultural issues in the post-adoption phases of customer relationship management (CRM) for an international electronic marketplace, which operates in more than 30 countries. In particular, the authors focus on how the electronic marketplace modifies its interface redesign for addressing the different tastes of users from different cultural backgrounds. The authors hope this study can address to how cultural and language differences affect the interface redesign of CRM, which is part of the enterprise system, in the multinational and global context through a qualitative study.



Publisher Statement

Copyright © 2015 by IGI Global. Access to external full text or publisher's version may require subscription.

Additional Information

ISBN of the source publication: 9781466673571

Full-text Version

Publisher’s Version

Recommended Citation

Ho, K. K. W., & See-To, E. W. K. (2015). Customer relationship management and interface redesign: A study on the website design on the ebay websites on cultural perspectives. In Information Resources Management Association (Ed.), Marketing and consumer behavior: Concepts, methodologies, tools, and applications (pp. 558-574). Hershey, PA, USA: Business Science Reference. doi: 10.4018/978-1-4666-7357-1.ch025