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Customer Relationship Management: Getting It Right!
0 references·16 citing·48 second hopsampled
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A Review of Definitions and General and Sector-Specific Defining Constructs (2011)What Really Defines Relations…Research trends analysis by comparing data mining and customer relationship management through bibliometric methodology (2011)Research trends analysis by c…Effects of e-CRM on customer–bank relationship quality and outcomes: The case of Thailand (2011)Effects of e-CRM on customer–…Customer relationship management implementation (2011)Customer relationship managem…Modeling customer churn in a non-contractual setting: the case of telecommunications service providers (2010)Modeling customer churn in a …Customer Relationship Management in Tourism: Management Needs and Research Applications (2010)Customer Relationship Managem…A unified definition of CRM towards the successful adoption and implementation (2010)A unified definition of CRM t…What lies behind the concept of customer relationship management? Discussing the essence of CRM through a phenomenological approach (2009)What lies behind the concept …A Successful CRM Implementation Project in a Service Company: Case Study (2009)A Successful CRM Implementati…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Comparative fit indexes in structural models. (1990)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Customer relationship management: Innovation and performance (2017)Intellectual capital, entrepreneurial orientation, and technical innovation in small and medium‐sized enterprises (2019)The effect of customer relationship management (CRM) dimensions on hotel customer’s satisfaction in Kashmir (2020)The Social Psychology of Groups (1959)Principles of Marketing (1972)The Commitment-Trust Theory of Relationship Marketing (1994)Online relationship quality: scale development and initial testing (2014)Capacity building for sustained competitive advantage: a conceptual framework (2016)Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana (2020)Review of Psychometric theory (2nd ed.). (1979)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Understanding service quality: insights from the literature (2018)Relational bonds, customer engagement, and service quality (2019)CRM, service quality and organizational performance in the banking industry: a comparative study of conventional and Islamic banks (2020)Being and Time (1927)Theory of the firm: Managerial behavior, agency costs and ownership structure (1976)The Foundations of Social Research: Meaning and Perspective in the Research Process (1998)Customer Relationship Management (CRM) Processesfrom Theory to Practice: The Pre-implementation Plan ofCRM System (2011)CRM and organizational performance (2019)Developing Buyer-Seller Relationships (1987)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The relationship between e-CRM and customer loyalty: a Kenyan Commercial Bank case study (2017)Bank customer loyalty and satisfaction: the influence of virtual e-CRM (2018)Investigating the impact of ECRM success factors on business performance (2019)The Paradox of Choice: Why More Is Less (2004)Challenges and Opportunities in Multichannel Customer Management (2006)Authenticity: what consumers really want (2008)Customer Relationship Management ( CRM) in Hotel Industry : A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities, and Hotel Performance (2012)Assessing the influence of customer relationship management (CRM) dimensions on organization performance (2013)Destination brand personality and destination brand attachment – the involvement of self-congruence (2017)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)Does Customer Satisfaction Lead to Customer Trust, Loyalty and Repurchase Intention of Local Store Brands? The Case of Gauteng Province of South Africa (2014)An Overview of Technological Innovation on SME Survival: A Conceptual Paper (2016)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Development of hospitality and tourism employees’ emotional intelligence through developing their emotion recognition abilities (2019)What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia (2019)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Measuring Service Quality: A Reexamination and Extension (1992)HECON: Weight assessment of the product loyalty criteria considering the customer decision's halo effect using the convolutional neural networks (2022)The Relationships of Corporate Sustainability, Customer Loyalty, and Word of Mouth: The Mediating Role of Corporate Image and Customer Satisfaction (2022)An Empirical Analysis of Green Experiential Loyalty: A Case Study (2018)What drives green experiential loyalty towards green restaurants? (2019)Implications of Value Co-Creation in Green Hotels: The Moderating Effect of Trip Purpose and Generational Cohort (2020)
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  • 2017What Drives Experiential Loyalty Toward Smart Restaurants? The Case Study of KFC in Beijing105 cited
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  • 2018Mechanics of engendering customer loyalty: A conceptual framework80 cited
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  • 2009What lies behind the concept of customer relationship management? Discussing the essence of CRM through a phenomenological approach64 cited
  • 2022Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan48 cited
  • 2010Modeling customer churn in a non-contractual setting: the case of telecommunications service providers45 cited
  • 2009A Successful CRM Implementation Project in a Service Company: Case Study

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44 cited
  • 2010A unified definition of CRM towards the successful adoption and implementation44 cited
  • 2012Encouraging CRM systems usage: a study among bank managers43 cited
  • 2011Research trends analysis by comparing data mining and customer relationship management through bibliometric methodology43 cited