SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Impact of CRM Factors on Customer Satisfaction and Loyalty
16 references·6 citing·50 second hop
Impact of CRM Factors on Customer Satisfaction and Loyalty (2013)Impact of CRM Factors on Customer Satisfa…Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan (2011)Impact of Customer Satisfacti…Understanding and profitably managing customer loyalty (2008)Understanding and profitably …The royalty of loyalty: CRM, quality and retention (2006)The royalty of loyalty: CRM, …CRM Implementation (2006)CRM ImplementationA relationship-management assessment tool: Questioning, identifying, and prioritizing critical aspects of customer relationships (2005)A relationship-management ass…An integrated framework for customer value and customer‐relationship‐management performance: a customer‐based perspective from China (2004)An integrated framework for c…Research Methods for Business Students (2003)Research Methods for Business…Classifying and selecting e‐CRM applications: an analysis‐based proposal (2003)Classifying and selecting e‐C…A model for evaluating the effectiveness of CRM using the balanced scorecard (2003)A model for evaluating the ef…E‐CRM Web service attributes as determinants of customer satisfaction with retail Web sites (2002)E‐CRM Web service attributes …Determinants of trust in a service provider: the moderating role of length of relationship (2002)Determinants of trust in a se…Customer Relationship Management: In B2C Markets, Often Less is More (2002)Customer Relationship Managem…Customer lifetime value research in marketing: A review and future directions (2002)Customer lifetime value resea…The relationship between customer loyalty and customer satisfaction (2001)The relationship between cust…An examination of the relationship between service quality, customer satisfaction, and store loyalty (2000)An examination of the relatio…Relationship Marketing (1995)Relationship MarketingThe nexus between quality of customer relationship management systems and customers' satisfaction: Evidence from online customers’ reviews (2023)The nexus between quality of …Electronic Customer Relationship Management Assimilation in Southeastern European Companies—Cluster Analysis (2020)Electronic Customer Relations…Customer relationship management and patient satisfaction and loyalty in selected hospitals in Ghana (2020)Customer relationship managem…Are You a Chocolate Lover? An Investigation of the Repurchase Behavior of Chocolate Consumers (2017)Are You a Chocolate Lover? An…The transformation of higher education: evaluation of CRM concept application and its impact on student satisfaction (2015)The transformation of higher …A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty (2015)A Theoretical Review of CRM E…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Structural Equations with Latent Variables (1989)Linking perceived value and loyalty in location‐based mobile services (2005)Investigating the relationships among perceived value, satisfaction, and recommendations: The case of the Korean DMZ (2006)Measuring festival quality and value affecting visitors’ satisfaction and loyalty using a structural approach (2009)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)Marketing management: analysis. planning. implementation and control (2000)Service quality and customer loyalty perspectives on two levels of retail relationships (2003)An Examination of Moderator Effects in the Four-Stage Loyalty Model (2006)Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study (2008)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Commitment-Trust Theory of Relationship Marketing (1994)Consumer trust, perceived security and privacy policy (2006)Determinants of E-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia (2011)A survey of trust in social networks (2013)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Out of the Crisis (1982)Zero defections: quality comes to services. (1990)Does experience matter? (2010)Do relationship benefits and maintenance drive commitment and loyalty? (2011)Brand interactions and social media: Enhancing user loyalty through social networking sites (2016)Counting Your Customers: Who-Are They and What Will They Do Next? (1987)Customer lifetime value: Marketing models and applications (1998)On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing (2000)An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon (2004)The Theoretical Underpinnings of Customer Asset Management: A Framework and Propositions for Future Research (2004)Creating Enduring Customer Value (2016)Brand Loyalty Vs. Repeat Purchasing Behavior (1973)Service management and marketing: managing the moments of truth in service competition (1990)Customer Loyalty in E-Commerce (2002)Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions (2007)The Roles of the Physical Environment, Price Perception, and Customer Satisfaction in Determining Customer Loyalty in the Restaurant Industry (2009)The balanced scorecard : measures that drive performance (1992)Using the balanced scorecard as a strategic management system (1996)A CRM performance measurement framework: Its development process and application (2008)The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention (2009)Impact of Tourist Perceptions, Destination Image and Tourist Satisfaction on Destination Loyalty: A Conceptual Model (2013)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Measuring Service Quality: A Reexamination and Extension (1992)The influence of airline service quality on passenger satisfaction and loyalty (2013)Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from Banking Sector (2014)Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry (2017)Survey response rate levels and trends in organizational research (2008)Determinants of sustainability reporting: a review of results, trends, theory, and opportunities in an expanding field of research (2013)Green supply chain management: A review and bibliometric analysis (2015)Developing an Effective Customer Loyalty Program (2006)Customer Relationship Management and Firm Performance (2011)Students as customers in higher education: reframing the debate (2016)
this work references cited by second hop

References

  • 2003Research Methods for Business Students17,197 cited
  • 2001The relationship between customer loyalty and customer satisfaction1,290 cited
  • 2000An examination of the relationship between service quality, customer satisfaction, and store loyalty833 cited
  • 2004An integrated framework for customer value and customer‐relationship‐management performance: a customer‐based perspective from China702 cited
  • 2002Customer lifetime value research in marketing: A review and future directions583 cited
  • 2002Determinants of trust in a service provider: the moderating role of length of relationship541 cited
  • 2003A model for evaluating the effectiveness of CRM using the balanced scorecard349 cited
  • 2002Customer Relationship Management: In B2C Markets, Often Less is More275 cited
  • 2006The royalty of loyalty: CRM, quality and retention269 cited
  • 2011Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan246 cited
  • 2008Understanding and profitably managing customer loyalty226 cited
  • 2002E‐CRM Web service attributes as determinants of customer satisfaction with retail Web sites221 cited
  • 2006CRM Implementation217 cited
  • 2005A relationship-management assessment tool: Questioning, identifying, and prioritizing critical aspects of customer relationships

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

165 cited
  • 1995Relationship Marketing147 cited
  • 2003Classifying and selecting e‐CRM applications: an analysis‐based proposal142 cited
  • Cited by

    • 2020Customer relationship management and patient satisfaction and loyalty in selected hospitals in Ghana41 cited
    • 2023The nexus between quality of customer relationship management systems and customers' satisfaction: Evidence from online customers’ reviews30 cited
    • 2015A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty28 cited
    • 2015The transformation of higher education: evaluation of CRM concept application and its impact on student satisfaction27 cited
    • 2017Are You a Chocolate Lover? An Investigation of the Repurchase Behavior of Chocolate Consumers25 cited
    • 2020Electronic Customer Relationship Management Assimilation in Southeastern European Companies—Cluster Analysis13 cited