发布求助
文献互助 智能选刊 最新文献

International Journal of Electronic Customer Relationship Management最新文献

筛选
英文 中文
IT-enabled inter-firm governance model to manage service quality level through customers' feedback 基于it的公司间治理模型，通过客户反馈来管理服务质量水平
International Journal of Electronic Customer Relationship Management Pub Date : 2016-01-06 DOI: 10.1504/ijecrm.2015.071712
J. H. Song, Changsoo Sohn
{"title":"IT-enabled inter-firm governance model to manage service quality level through customers' feedback","authors":"J. H. Song, Changsoo Sohn","doi":"10.1504/ijecrm.2015.071712","DOIUrl":"https://doi.org/10.1504/ijecrm.2015.071712","url":null,"abstract":"Internet marketplace providers such as Amazon.com or ebay.com need to control the service quality level of marketplace participants. As a method to control participants, they release customers' feedback for the service that participants provided. This study proposed five learning feedback models using regression analysis of the models on Amazon.com data and found that information disclosure is an effective and significant governing mechanism of the marketplace. Further, Amazon.com has been governed by a combination of partnership, market and contract mechanisms. Collecting customer evaluation based on their volunteerism needs to be complemented by incentive mechanisms and transaction records. For effective combination of the governing mechanisms, more specifically, in order to achieve continuous collaboration with accountability of marketplace participants, information for collaboration, accountability and adaptive learning is needed.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2016-01-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijecrm.2015.071712","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66747921","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
Improving retail banking loans recovery via data mining techniques: a case study from Indian market 通过数据挖掘技术改善零售银行贷款回收:来自印度市场的案例研究
International Journal of Electronic Customer Relationship Management Pub Date : 2016-01-06 DOI: 10.1504/ijecrm.2015.071716
V. Ravi, Sagar Koparkar, N. Raju, S. Sridher
{"title":"Improving retail banking loans recovery via data mining techniques: a case study from Indian market","authors":"V. Ravi, Sagar Koparkar, N. Raju, S. Sridher","doi":"10.1504/ijecrm.2015.071716","DOIUrl":"https://doi.org/10.1504/ijecrm.2015.071716","url":null,"abstract":"In 2006-2007, the Indian banks saw a phenomenal increase in their loans, because of global growth, and mortgage market in the USA. But this was a 'bubble', hence did not sustain. Then global recession set in affecting the financial market in India. The default rates on unsecured borrowing rose and recovery became difficult. Banks spent more resources for their recovery. But in the process, borrower information was ignored, although credit bureau information about the borrower was available. This paper demonstrates that data mining techniques can find out defaulters who are most likely to pay, hence focusing recovery efforts on them. We tested the predictive power of neural network (NN), CART (DT) and logistic regression (LR) on the data of one of the bank's personal loan portfolio. Also, we demonstrated the use of 'textual data' available in the form of interaction with the borrowers and its value addition in predicting their payment behaviour.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2016-01-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijecrm.2015.071716","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66747993","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: 2
A framework for constructing customer relationship management strategy map based on multiple criteria decision-making approach 基于多准则决策方法的客户关系管理战略图构建框架
International Journal of Electronic Customer Relationship Management Pub Date : 2016-01-06 DOI: 10.1504/ijecrm.2015.071715
F. Shapouri, A. Keramati
{"title":"A framework for constructing customer relationship management strategy map based on multiple criteria decision-making approach","authors":"F. Shapouri, A. Keramati","doi":"10.1504/ijecrm.2015.071715","DOIUrl":"https://doi.org/10.1504/ijecrm.2015.071715","url":null,"abstract":"Although Customer Relationship Management (CRM) has drawn remarkable attention from both practitioners and academics as a facilitator of organisational performance, results show unacceptable levels of its success. Therefore, in order to analyse how organisations can leverage the impact of CRM, this study presents a Balanced Scorecard (BSC) approach based on an effective Multiple Criteria Decision-Making (MCDM) model. Moreover, an empirical study of the Internet Service Provider (ISP) firm is presented to illustrate the application of the proposed framework. The results of this study illustrate that organisation capital, human capital and customer retention process play an essential role in the success of CRM. The results of this study can provide a comprehensive insight for managers into developing appropriate CRM strategies. Consequently, they can improve the effectiveness and efficiency of CRM and achieve a competitive advantage.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"22 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2016-01-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijecrm.2015.071715","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66747982","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
Improving customer loyalty evaluation methods in the grocery retail industry: a data mining approach 改进杂货零售业顾客忠诚度评估方法:一种数据挖掘方法
International Journal of Electronic Customer Relationship Management Pub Date : 2016-01-01 DOI: 10.1504/IJECRM.2016.10003155
Samira Khodabandehlou, A. Niknafs
{"title":"Improving customer loyalty evaluation methods in the grocery retail industry: a data mining approach","authors":"Samira Khodabandehlou, A. Niknafs","doi":"10.1504/IJECRM.2016.10003155","DOIUrl":"https://doi.org/10.1504/IJECRM.2016.10003155","url":null,"abstract":"Evaluating customer loyalty is an issue, which has gained a lot of attention in recent years due to modern facilities and tools for gathering and analysing data. These evaluations have had great and significant effects on improving business processes. Accordingly, data mining methods present significant capabilities. On the other hand, common methods for evaluating customer loyalty have been developed only based on three components, including recency (R), frequency (F) and monetary (M). In this study, it has been tried to add some other effective factors including number of bought products, number of returned products, amount of discount and delivery delay to the analysis in order to measure the impact of each one of them on the quality of the evaluation. The ideas and opinions of experts and the current available literature on the subject have been used as criteria for assessing quality. While implementing the methods, machine-learning tools such as artificial neural networks and support vector machine have been utilised. The results show that the method where the four factors are simultaneously fed into the RFM presents the highest possible accuracy in evaluating customer loyalty and among the learning models, the MLP-boosting method provides the highest accuracy.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"42 1","pages":"158"},"PeriodicalIF":0.0,"publicationDate":"2016-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748692","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
An analytical study on the resident's satisfaction of rural rejuvenation plan in Taiwan: grey relational analysis of grey system theory 台湾乡村振兴计画居民满意度之分析研究:灰色系统理论之灰色关联分析
International Journal of Electronic Customer Relationship Management Pub Date : 2016-01-01 DOI: 10.1504/IJECRM.2016.10003169
Chih-Cheng Huang, Ming-Yuan Hsieh
{"title":"An analytical study on the resident's satisfaction of rural rejuvenation plan in Taiwan: grey relational analysis of grey system theory","authors":"Chih-Cheng Huang, Ming-Yuan Hsieh","doi":"10.1504/IJECRM.2016.10003169","DOIUrl":"https://doi.org/10.1504/IJECRM.2016.10003169","url":null,"abstract":"This research employed the grey relational analysis of the grey theory to comprehensively analyse the community resident's satisfaction of the rural rejuvenation plans by the measurements of the large-scale surveyed questionnaires collected from the random community residents of the entire rural villages in Taiwan. After a series of measured results, there are four contributive findings: (1) the interviewed community residents feel more satisfaction in identification, partnership and commitment between the representative organisation of rural village and community residents in execution of rural rejuvenation plans; (2) they think that rural rejuvenation plans can activate the production activities and improve the innovation of production activities of rural village; (3) they deem that rural rejuvenation plans can improve the cultural conservation and facilities of rural village through the construction of the public hardware construction of cultural conservation and facilities of rural village and (4) they consider that rural rejuvenation plans can really strengthen the ecological protection of rural village because the complete modes of life and relation to their environment can be checked through the execution of these plans.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"10 1","pages":"216"},"PeriodicalIF":0.0,"publicationDate":"2016-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748309","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: 2
The impact of knowledge management on customer relationship management: A case from the fast food industry in Jordan 知识管理对客户关系管理的影响:以约旦快餐业为例
International Journal of Electronic Customer Relationship Management Pub Date : 2016-01-01 DOI: 10.1504/IJECRM.2016.10003108
Fadi Mahawrah, I. Shehabat, E. Abu-Shanab
{"title":"The impact of knowledge management on customer relationship management: A case from the fast food industry in Jordan","authors":"Fadi Mahawrah, I. Shehabat, E. Abu-Shanab","doi":"10.1504/IJECRM.2016.10003108","DOIUrl":"https://doi.org/10.1504/IJECRM.2016.10003108","url":null,"abstract":"The aim of this paper is to test the relationship between knowledge, knowledge management (KM) and customer relationship management (CRM). The impact of KM on CRM is the core of this paper. KM systems are considered one of the critical management information systems that are utilised in a wide range of business sectors. KM provides an overall image on how to use customer knowledge (CK) and to develop a close relationship with them. It also plays a significant role in developing CRM. This paper attempted to investigate the effect of customer satisfaction, CK and trust towards customer retention (CR) in the fast food industry in Jordan. The study also aimed at exploring the factors influencing the level of CR within the fast food industry in Jordan. The study utilised a survey that probed the perceptions of customers towards the previously mentioned factors. Results indicated that CK and trust are important factors in predicting customers' satisfaction. The results clearly show that customer satisfaction plays an important role in CR.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"24 1","pages":"138"},"PeriodicalIF":0.0,"publicationDate":"2016-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748670","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: 6
Key factors influencing patient loyalty 影响患者忠诚度的关键因素
International Journal of Electronic Customer Relationship Management Pub Date : 2016-01-01 DOI: 10.1504/IJECRM.2016.10003099
Yu-Li Lan, J. Hung, Chien-Chih Chen, Cheng-Wen Yao
{"title":"Key factors influencing patient loyalty","authors":"Yu-Li Lan, J. Hung, Chien-Chih Chen, Cheng-Wen Yao","doi":"10.1504/IJECRM.2016.10003099","DOIUrl":"https://doi.org/10.1504/IJECRM.2016.10003099","url":null,"abstract":"The objective of this study was to identify and verify factors that influence patient loyalty through judgement sampling of patients at hospitals. A total of 614 structured questionnaires were distributed with an effective sample size of 586 and a 95% return rate. Our results showed that patient loyalty was influenced by statistically significant factors such as age, education, profession, marital status, place of residence, condition of patient, number of visits, frequency of visits, and reason for visits. The hospital image, perceived medical-service quality, and satisfaction were positively correlated with patient loyalty and were significant predictor variables at 51.4%. This research can not only help hospitals understand how to retain patients but can also help hospitals improve, provide high-quality service, and enhance their image. The findings may be used as a reference for hospital management and patient services.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"10 1","pages":"89"},"PeriodicalIF":0.0,"publicationDate":"2016-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748624","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
An examination of the e-mail and electronic relationship marketing practices of the USA's top 500 online retailers 对美国500强在线零售商的电子邮件和电子关系营销实践的研究
International Journal of Electronic Customer Relationship Management Pub Date : 2016-01-01 DOI: 10.1504/IJECRM.2016.10003104
Richard A. Heiens, R. Narayanaswamy
{"title":"An examination of the e-mail and electronic relationship marketing practices of the USA's top 500 online retailers","authors":"Richard A. Heiens, R. Narayanaswamy","doi":"10.1504/IJECRM.2016.10003104","DOIUrl":"https://doi.org/10.1504/IJECRM.2016.10003104","url":null,"abstract":"The present study analyses the relationship between the relative size of an internet retailer in terms of annual sales and their use of e-mail marketing and electronically mediated relationship marketing strategies. The results reveal that the majority of the USA's top 500 online retailers do in fact rely on e-mail marketing programs and that higher-ranked companies actually send more e-mails per customer per year than their lower-ranked counterparts. Also, higher-ranked online retailers are not as likely to permanently include an 'opt-in' choice on their websites, although they are more likely to send a series of welcome e-mails. Moreover, there is partial support that higher-ranked online retailers are more likely to utilise incentive offers. Finally, higher-ranked online retailers are more likely to include links to social networks on their websites.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"20 1","pages":"125"},"PeriodicalIF":0.0,"publicationDate":"2016-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748634","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
Investigating the effective factors in users' satisfaction with social network sites 调查影响用户对社交网站满意度的因素
International Journal of Electronic Customer Relationship Management Pub Date : 2016-01-01 DOI: 10.1504/IJECRM.2016.10003156
Seyyed Mehdi Mirmehdi, A. Sanayei, Hossein Rezaei Dolatabadi
{"title":"Investigating the effective factors in users' satisfaction with social network sites","authors":"Seyyed Mehdi Mirmehdi, A. Sanayei, Hossein Rezaei Dolatabadi","doi":"10.1504/IJECRM.2016.10003156","DOIUrl":"https://doi.org/10.1504/IJECRM.2016.10003156","url":null,"abstract":"Social network sites such as Facebook are considered as a subcategory of social media. These services have attracted the attention of the researchers and prompted them to investigate and analyse the users' attitudes and behaviours in these sites. The aim of this research is to investigate the factors affecting social networks users' satisfaction. To achieve this aim, a structural model was applied to analyse and test these factors among the Iranian users of a social network site. The results indicated that factors, such as time responsiveness, usefulness, hedonic values, ease of use, format, perceived privacy and personalisation, are influential in social networks users' satisfaction, but utilitarian values have no effects on users' satisfaction with social networks.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"5 1","pages":"179"},"PeriodicalIF":0.0,"publicationDate":"2016-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748741","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
Nutritional application software for restaurants: the tool of customer satisfaction and behaviour 餐厅营养应用软件:顾客满意度和行为的工具
International Journal of Electronic Customer Relationship Management Pub Date : 2016-01-01 DOI: 10.1504/IJECRM.2016.10003160
Georgios Palisidis, Katerina Giazitzi, V. Karathanos, G. Boskou
{"title":"Nutritional application software for restaurants: the tool of customer satisfaction and behaviour","authors":"Georgios Palisidis, Katerina Giazitzi, V. Karathanos, G. Boskou","doi":"10.1504/IJECRM.2016.10003160","DOIUrl":"https://doi.org/10.1504/IJECRM.2016.10003160","url":null,"abstract":"Technological solutions provided to customers with the aim of nutritional information, could be a major challenge of interaction amongst caterers and customers. The purpose of this paper is to evaluate an electronic intelligent system of personalised dietary advice (called 'DISYS') for tablets and smartphones. This application provides nutritional analysis of menu items and personalised suggestions according to the nutritional demands of each customer. The DISYS application was characterised as an easy-to-use, comprehensive and useful tool. Volunteers consider that this application contributes to overall health by enabling the modulation of body weight through healthier choices, reduction of calorie intake and self-monitoring. Application of mHealth as such, designed to provide nutritional information, seems to be useful for customers as they recommend appropriate nutritional options. They seem also to be an effective tool for caterers and nutritionists, who can provide value-added services.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"10 1","pages":"198"},"PeriodicalIF":0.0,"publicationDate":"2016-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748753","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
首页 上一页
0
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整，为了账户安全，请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
现在去查看 取消
×
提示
确定
请完成安全验证×
相关产品
×
本文献相关产品
联系我们：info@booksci.cn Book学术提供免费学术资源搜索服务，方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号：604180095
Book学术官方微信