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International Journal of Electronic Customer Relationship Management最新文献

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Towards a conceptual framework for customer relationship management for public universities in Mauritius 建立毛里求斯公立大学客户关系管理的概念框架
International Journal of Electronic Customer Relationship Management Pub Date : 2020-01-01 DOI: 10.1504/IJECRM.2020.10035956
R. Roopchund
{"title":"Towards a conceptual framework for customer relationship management for public universities in Mauritius","authors":"R. Roopchund","doi":"10.1504/IJECRM.2020.10035956","DOIUrl":"https://doi.org/10.1504/IJECRM.2020.10035956","url":null,"abstract":"Public universities in Mauritius aim to climb the overall universities' ranking by improving the quality of teaching, research, and student support services so as to improve overall student satisfaction. They are also devising strategies to achieve higher student engagement by developing effective relationships with students. The Tertiary Education Commission has pointed out many student support problems and administrative bureaucracy in its recent quality audit reports that may lead to poor student engagement and attrition. The current research seeks to address this problem by proposing a customer relationship management framework based on a mixed research approach based on survey findings with 370 students and personal interviews with management in public universities. The proposed components that have been extracted are academic support services, financial assistance, administrative services, student facilitation and technological support services. The current research will be highly instrumental for improving student engagement and loyalty through higher customer satisfaction.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748401","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
Investigating factors in implementation of electronic customer relationship management and its consequences in private hospitals in Isfahan city 调查伊斯法罕市私立医院实施电子客户关系管理的因素及其后果
International Journal of Electronic Customer Relationship Management Pub Date : 2020-01-01 DOI: 10.1504/ijecrm.2020.10032127
M. Seify, Reihaneh Alsadat Tabaeeian, Atefeh Khoshfetrat
{"title":"Investigating factors in implementation of electronic customer relationship management and its consequences in private hospitals in Isfahan city","authors":"M. Seify, Reihaneh Alsadat Tabaeeian, Atefeh Khoshfetrat","doi":"10.1504/ijecrm.2020.10032127","DOIUrl":"https://doi.org/10.1504/ijecrm.2020.10032127","url":null,"abstract":"","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748320","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
Role of e-service quality in articulating e-WOM: a serial mediation approach 电子服务质量在表达电子口碑中的作用:一个系列中介方法
International Journal of Electronic Customer Relationship Management Pub Date : 2020-01-01 DOI: 10.1504/IJECRM.2020.10035954
B. Kaur
{"title":"Role of e-service quality in articulating e-WOM: a serial mediation approach","authors":"B. Kaur","doi":"10.1504/IJECRM.2020.10035954","DOIUrl":"https://doi.org/10.1504/IJECRM.2020.10035954","url":null,"abstract":"","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748386","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
A new model for assessing the impact of cloud computing on customer retention 一种评估云计算对客户忠诚度影响的新模型
International Journal of Electronic Customer Relationship Management Pub Date : 2019-12-05 DOI: 10.1504/ijecrm.2019.10025685
Saghar Gozali, Zahra Shokri, S. Asghari, M. Ghasvari
{"title":"A new model for assessing the impact of cloud computing on customer retention","authors":"Saghar Gozali, Zahra Shokri, S. Asghari, M. Ghasvari","doi":"10.1504/ijecrm.2019.10025685","DOIUrl":"https://doi.org/10.1504/ijecrm.2019.10025685","url":null,"abstract":"Cloud computing is one of the popular technologies that changes customer-business interaction. Consequently, the main purpose of this paper is to study the influence of cloud computing on customer retention. SMART-PLS 3.0 was employed to examine the data. The examination was done in three stages to compute PLS model criteria containing an assessment of reliability and validity, assessment of structural model, and assessment of overall model using GOF. The result showed that cloud computing has a direct effect on customer retention, therefore, the provided hypotheses are supported. The results also indicated that cost has a significant positive influence on customer retention. Virtualisation, agility, scalability and elasticity have significant and positive influence on customer retention. The results will help the organisations to improve their performance using cloud services.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-12-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45467969","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
Influence of customer relationship management on customer behaviour, a moderating role of social media in bank and financial institutions 客户关系管理对客户行为的影响，社交媒体在银行和金融机构中的调节作用
International Journal of Electronic Customer Relationship Management Pub Date : 2019-12-05 DOI: 10.1504/ijecrm.2019.10025681
Pramis Baral, B. Shrestha
{"title":"Influence of customer relationship management on customer behaviour, a moderating role of social media in bank and financial institutions","authors":"Pramis Baral, B. Shrestha","doi":"10.1504/ijecrm.2019.10025681","DOIUrl":"https://doi.org/10.1504/ijecrm.2019.10025681","url":null,"abstract":"The influence of customer relationship management on customer behaviour is an issue of emerging debate. This study examines the perceived influence of customer relationship management on customer behaviour among 304 bank customers from Nepali bank and financial institutions. This research uses quantitative methodology. This study asserts that customer relationship management has a positive influence on customer behaviour. It is also observed that social media failed to accept the moderating role between customer relationship management and customer behaviour. However, the results confirm the direct relationship of social media with customer behaviour. This research provides invaluable insights to researchers, scholars and bank managers.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-12-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47242619","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
Investigating the moderated mediation effect on customer relationship management and customer acquisition 适度中介对客户关系管理和客户获取的影响研究
International Journal of Electronic Customer Relationship Management Pub Date : 2019-12-05 DOI: 10.1504/ijecrm.2019.10025688
Subhasish Das, Manit Mishra, P. Mohanty
{"title":"Investigating the moderated mediation effect on customer relationship management and customer acquisition","authors":"Subhasish Das, Manit Mishra, P. Mohanty","doi":"10.1504/ijecrm.2019.10025688","DOIUrl":"https://doi.org/10.1504/ijecrm.2019.10025688","url":null,"abstract":"The study examines the moderated mediation effect of employee's experience on customer relationship management (CRM) and customer acquisition (CA) through job satisfaction. This study is based on the Gartner's frameworks for successful CRM. It provides empirical evidence on the positive influence of CRM on CA and then tests the moderated mediation effect. The participants in the study are employees of selected retail stores. More than 300 employees answered the questionnaire, but only 284 responses were complete in all aspects, so the number of participants in the study is 284. The study finds that the CRM strategy has a significant influence on CA with a standardised regression weight of 0.12. The study concludes that the employee's experience is moderating the relationship between CRM and CA through employee's job satisfaction. It also provides information on what and how CRM can be practiced in the real world.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-12-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42789403","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
Clarifying the effect of customer knowledge management to improve business performance of banks: considering the role of electronic customer relationship management 明确客户知识管理对提高银行经营绩效的作用:以电子客户关系管理为例
International Journal of Electronic Customer Relationship Management Pub Date : 2019-12-05 DOI: 10.1504/ijecrm.2019.10025684
A. Rastgar, E. Esmaili, Reihaneh Naderi, Amin Hemmati
{"title":"Clarifying the effect of customer knowledge management to improve business performance of banks: considering the role of electronic customer relationship management","authors":"A. Rastgar, E. Esmaili, Reihaneh Naderi, Amin Hemmati","doi":"10.1504/ijecrm.2019.10025684","DOIUrl":"https://doi.org/10.1504/ijecrm.2019.10025684","url":null,"abstract":"All companies need to create a better and more powerful customer knowledge management for improving customer satisfaction and business performance. A number of studies have examined the positive effects that customer knowledge management may have on business performance, and the positive effects that customer relationship management may have on business performance. But the main objective of this study is to evaluate the role of electronic customer relationship management on relationship between customer knowledge management and business performance. The research population is Mellat Bank's clients in Tehran. For data analysis, structural equation modelling is used. The results showed that customer knowledge management and electronic customer relationship management are affecting direct factors on business performance. Also, there is indirect effect between customer knowledge management and business performance through electronic customer relationship management. On the other hand, both analytical and operational customer relationship management have effect on business performance.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-12-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49048490","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: 5
The effect of social media communication on brand equity through Facebook: evidence from CGV Cinemas, Vietnam 社交媒体传播对Facebook品牌资产的影响：来自越南CGV电影院的证据
International Journal of Electronic Customer Relationship Management Pub Date : 2019-12-05 DOI: 10.1504/ijecrm.2019.104021
T. Vinh, T. T. Phuong, V. T. Nga, N. Nguyen
{"title":"The effect of social media communication on brand equity through Facebook: evidence from CGV Cinemas, Vietnam","authors":"T. Vinh, T. T. Phuong, V. T. Nga, N. Nguyen","doi":"10.1504/ijecrm.2019.104021","DOIUrl":"https://doi.org/10.1504/ijecrm.2019.104021","url":null,"abstract":"The study aims to propose and investigate the influence of different forms of brand communication through social media (Facebook) on dimensions of brand equity, and then analyse the ways in which such dimensions affect overall brand equity in the case of customers of CGV cinema in Vietnam. The study uses data from 315 customers who visited the Facebook page of CGV Cinemas. The results of the empirical tests using a structural equation model support the hypotheses. The results indicate that: firm-created content has direct and positive effects on brand awareness/association and brand loyalty, but an insignificant influence on perceived quality; user-generated content has a significant influence on brand awareness/association, perceived quality and brand loyalty; and dimensions of brand equity such as brand awareness/association, perceived quality, and brand loyalty have positive significant influences on overall brand equity. Consequently, the relevant implications provide marketers with a better understanding of the effects of each dimension of brand equity on overall brand equity in the cinema industry regarding social media communication.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-12-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijecrm.2019.104021","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48800214","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: 5
Marketing communication in the digital age: exploring the cultural historical activity theory in examining Facebook's advertising platform 数字时代的营销传播：从文化历史活动理论看Facebook的广告平台
International Journal of Electronic Customer Relationship Management Pub Date : 2019-12-05 DOI: 10.1504/ijecrm.2019.104017
M. Nuseir, A. Alshawabkeh
{"title":"Marketing communication in the digital age: exploring the cultural historical activity theory in examining Facebook's advertising platform","authors":"M. Nuseir, A. Alshawabkeh","doi":"10.1504/ijecrm.2019.104017","DOIUrl":"https://doi.org/10.1504/ijecrm.2019.104017","url":null,"abstract":"Facebook is the leading social media platform, with more than 1.8 billion users. The growth of Facebook has been a phenomenon, and the demographics of its users cut across all social strata. Businesses have taken note of Facebook's online presence and are increasingly advertising on Facebook. To understand the role of Facebook in creating the link between businesses and clients, we drew on a theoretical framework that identifies the importance of technology mediation between subjects and objects. The cultural historical activity theory (CHAT) explicates the role of technology as a mediator between different groups of users. This theory identifies five key components, or 'mediating factors', that enhance the users' ability to beneficially employ technology. The use of Facebook to reach customers was explored within the theoretical lens of CHAT. This research examined the advertising trend on Facebook over the last ten years by focusing on the reasons why it has gained popularity among firms. The study proposes that marketing professionals consider using the CHAT framework in order to understand the mediating role of social media platforms in facilitating effective marketing campaigns.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-12-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijecrm.2019.104017","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44521427","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
Managing the customer journey 管理客户旅程
International Journal of Electronic Customer Relationship Management Pub Date : 2019-04-24 DOI: 10.4324/9781351016551-4
F. Buttle, Stan Maklan
{"title":"Managing the customer journey","authors":"F. Buttle, Stan Maklan","doi":"10.4324/9781351016551-4","DOIUrl":"https://doi.org/10.4324/9781351016551-4","url":null,"abstract":"","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"28 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-04-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"77108304","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
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