International Journal of Customer Relationship Marketing and Management最新文献_第9页

The Impact of Customer Relationship Management and Organizational Culture on Mass Customization Capability and Firm Performance 客户关系管理和组织文化对大规模定制能力和企业绩效的影响

International Journal of Customer Relationship Marketing and Management Pub Date : 2020-07-01 DOI: 10.4018/ijcrmm.2020070104

Inayat Ullah, R. Narain

{"title":"The Impact of Customer Relationship Management and Organizational Culture on Mass Customization Capability and Firm Performance","authors":"Inayat Ullah, R. Narain","doi":"10.4018/ijcrmm.2020070104","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020070104","url":null,"abstract":"In today's world of heightened competition and ever-growing demand of customers, the development of customer-centric and learning-oriented culture, mass customization capability (MCC), and effective implementation of customer relationship management (CRM) are important determinants of success, but the existing research has largely overlooked how these factors interact and affect firm performance (FP). To address the gap, the present study proposes and empirically examines a framework that relates CRM and organizational culture (OC) to MCC and FP. Based on the data collected through a questionnaire-based survey of Indian manufacturing organizations, the proposed framework and associated hypotheses are empirically examined by using structural equation modelling based on partial least squares (PLS-SEM). The results indicate that the extent of effort employed by the firms to implement CRM and development of learning-oriented OC positively affects FP. Furthermore, MCC and OC have significant indirect impact on the relationship between CRM and FP.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2020-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020070104","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42000658","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 9

Testing the Impact of Social CRM on Firm Performance 检验社会化CRM对企业绩效的影响

International Journal of Customer Relationship Marketing and Management Pub Date : 2020-04-01 DOI: 10.4018/ijcrmm.2020040105

Wafa Belkahla Hakimi, Amira Mehdi

{"title":"Testing the Impact of Social CRM on Firm Performance","authors":"Wafa Belkahla Hakimi, Amira Mehdi","doi":"10.4018/ijcrmm.2020040105","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020040105","url":null,"abstract":"ThepresentarticleproposesandvalidatesageneralmodelthatstudiestheimpactofsocialCRM on firm performance. The social media use is introduced as a moderating variable. Innovation performanceandcustomerengagementarealsointroducedasmediatingvariablestomakethemodel more integrativeandcomprehensive.Formodelvalidationpurposes,aquantitative researchwas undertaken.Anonlinesurveywasconducted.195responseswerecollectedandapartialleastsquares analysiswasusedtotesthypothesisandvalidatetheresearchmodel.Resultshaveshownmainly thatsocialCRMhasapositivedirectimpactoninnovationperformanceandcustomerengagement. However,andsurprisingly,customerengagementhasshownnoeffectonthefirmperformance.In thesameline,andcontrarytoourexpectations,SocialCRMdidnotshowacausalanddirecteffect onfirmperformance;however,thiseffectwasshowntobepositivelymoderatedbysocialmediause. Moredetailsabouttheresultevaluationsareexposedinthecorepaper. KEywoRdS CRM, Customer Engagement, Innovation Performance, Mediating Effect, Moderating Effect, SCRM, Social Media Use","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"71-85"},"PeriodicalIF":0.0,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020040105","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47627716","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 3

Consumers' Perceived Value in Internet Shopping 消费者在网络购物中的感知价值

International Journal of Customer Relationship Marketing and Management Pub Date : 2020-04-01 DOI: 10.4018/ijcrmm.2020040102

R. Katta, C. Patro

引用次数: 3

Impact of Food and Beverage Quality on Passenger Satisfaction in Indian Railways 印度铁路餐饮质量对旅客满意度的影响

International Journal of Customer Relationship Marketing and Management Pub Date : 2020-04-01 DOI: 10.4018/ijcrmm.2020040103

Ravi Dandotiya, Pranav Aggarwal, R. Gopal

{"title":"Impact of Food and Beverage Quality on Passenger Satisfaction in Indian Railways","authors":"Ravi Dandotiya, Pranav Aggarwal, R. Gopal","doi":"10.4018/ijcrmm.2020040103","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020040103","url":null,"abstract":"This study uses disconfirmation theory to evaluate a theoretical model, which explains the relationship of four constructs of the food and beverage quality, namely freshness, taste, presentation, and temperature. In addition, the effect of price on satisfaction is also measured. Food quality has been considered the basic component of customer satisfaction in restaurants, but there are very few studies in railway-related food and beverage quality. The objective of the research is to study the effect of food, beverage quality and price on passenger satisfaction in Indian railways. This study also tries to investigate key attributes related to food and beverage quality, which are important in improving overall satisfaction. The results show that all the food and beverage quality attributes and price significantly affect passenger satisfaction. Subsequent regression analysis exhibits that taste followed by presentation were the most important factors in achieving passenger satisfaction. The managers can focus on the key food and beverage attributes, which brings out the passenger satisfaction.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"37-52"},"PeriodicalIF":0.0,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020040103","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47756118","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 4

Specific Human Resource Practices Towards Middle Managers and Their Effects on Their Strategic Roles 针对中层管理者的具体人力资源实践及其对其战略角色的影响

International Journal of Customer Relationship Marketing and Management Pub Date : 2020-04-01 DOI: 10.4018/ijcrmm.2020040104

Fakher Jaoua

{"title":"Specific Human Resource Practices Towards Middle Managers and Their Effects on Their Strategic Roles","authors":"Fakher Jaoua","doi":"10.4018/ijcrmm.2020040104","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020040104","url":null,"abstract":"Thisresearchfocusesonthecontributionofhumanresourcemanagerstoactivateanddevelopthe potentialofmiddlemanagersinastrategydevelopmentprocess.Precisely,theattentionisdirected onspecificpracticesusedbyhumanresourcemanagersandtheireffectsonstrategicrolesofmiddle managersinemergingmarketcompanies.Asurveyquestionnairewasdistributedto350CEOsof large Tunisian companies participating in the Industrial Upgrading Program. The results of the applicationofstructuralequationmethodsshowtheexistenceandsignificantandpositiveeffectsof specifichumanresourcepracticesonstrategicrolesofmiddlemanagers.Participationinthedecisions andteam/groupincentivesareusedbymiddlemanagersandinfluenceallstrategicrolesofmiddle managers.However,pre-employmenttrainingisusedtowardsmiddlemanagers,butithasnoeffect onallstrategicrolesofmiddlemanagers. KEywoRdS Human Resource Management, Human Resource Practices, Middle Managers, Performance Measurement, Strategic Management, Strategic Roles, Structural Equation Modeling","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"53-70"},"PeriodicalIF":0.0,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020040104","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48644115","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 1

Effect of Employee Empathy on Service Loyalty Through the Development of Trust in and Satisfaction With Service Employee During Service Interactions 通过服务互动中对服务员工的信任和满意度的发展，员工共情对服务忠诚的影响

International Journal of Customer Relationship Marketing and Management Pub Date : 2020-01-01 DOI: 10.4018/ijcrmm.2020010103

Waseem Bahadur

{"title":"Effect of Employee Empathy on Service Loyalty Through the Development of Trust in and Satisfaction With Service Employee During Service Interactions","authors":"Waseem Bahadur","doi":"10.4018/ijcrmm.2020010103","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020010103","url":null,"abstract":"Thisstudyexaminestheindirecteffectofemployeeempathyonserviceloyaltythroughtheintervening effect of trust in and satisfaction with service employees during service interactions. Data was obtainedthroughaself-administeredquestionnairefromuniversitystudents.410useableresponses wereusedtoperformdataanalysis.Confirmatoryfactoranalysis,structuralequationmodeling,and bootstrappingforindirecteffectswereconductedtotestthehypotheses.Theresultsshowasignificant impactofemployeeempathyontrustinserviceemployeeandsatisfactionwithserviceemployee duringcustomer-employeeinteractions.Also,satisfactionwithaserviceemployeeshowedasignificant effectonserviceloyaltyduringserviceinteractions.Thestudyenhancestheunderstandingofempathy withinbankingservicesduringinteractionsbetweenserviceemployeeandcustomer.Italsoprovides insightsforservicemanagersandfrontlineserviceemployeesonhowempathydevelopscustomer’s trustandsatisfactionwithaserviceemployee. KEyWoRDS Employee Empathy, Satisfaction With Service Employee, Service Loyalty, Trust in Service Employee","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"69 1","pages":"31-49"},"PeriodicalIF":0.0,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70454606","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Perceived Benefits of Loyalty Programs and Relationship Quality 忠诚计划和关系质量的感知利益

International Journal of Customer Relationship Marketing and Management Pub Date : 2020-01-01 DOI: 10.4018/ijcrmm.2020010101

K. Corbishley, R. Mason, C. Meintjes

{"title":"Perceived Benefits of Loyalty Programs and Relationship Quality","authors":"K. Corbishley, R. Mason, C. Meintjes","doi":"10.4018/ijcrmm.2020010101","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020010101","url":null,"abstract":"Theaimofthisarticleistoinvestigateperceivedloyaltyprogrambenefitsinherentinloyaltyprograms andhowtheymightaffectrelationshipquality,specificallyintheSouthAfricanFMCGsector.A quantitativestudywasundertakenwhereloyaltyprogrammemberswereapproachedviaanational database.Hypotheseswereindividuallytestedbymeansofregressionanalysis.Allthreeformsof perceivedbenefitsexhibitedpositiverelationshipswitheachoftherelationshipqualityconstructs. Retailersthatareconsideringwhichbenefitstoincludeinaloyaltyprogramwouldfindtheresults instructive.Thisarticlealsoaddstotheinternationalbodyofresearchinthefieldofrelationship marketing,customerloyaltyandretailloyaltyprograms.Thisstudyreiteratestheimportanceofloyalty programdesignandthepotentialforattitudinalchangetowardstheretailer. KeywoRdS Altruistic, Commitment, Consumeristic, Egoistic, Loyalty Program, Perceived Benefits, Relationship Marketing, Relationship Quality, Satisfaction, South Africa, Trust","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"1-18"},"PeriodicalIF":0.0,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020010101","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70454079","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 3

A Study of the Influence of Cross-Channel Integration in Customer Retention 跨渠道整合对客户保留的影响研究

International Journal of Customer Relationship Marketing and Management Pub Date : 2020-01-01 DOI: 10.4018/ijcrmm.2020010102

Youngkeun Choi

引用次数: 3

Survival of New Institutional Sociology Theory 新制度社会学理论的生存

International Journal of Customer Relationship Marketing and Management Pub Date : 2020-01-01 DOI: 10.4018/ijcrmm.2020010104

M. Yassin, S. Ali

引用次数: 2

Determinants of User Engagement in Social Commerce 社交商务中用户粘性的决定因素

International Journal of Customer Relationship Marketing and Management Pub Date : 2019-10-01 DOI: 10.4018/IJCRMM.2019100104

Youngkeun Choi

引用次数: 1