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Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction
16 references·4 citing·43 second hop
Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction (2022)Evaluating Electronic Customer Relationsh…A review of technology acceptance and adoption models and theories (2018)A review of technology accept…Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Consumer Acceptance and Use o…Understanding e‐business adoption across industries in European countries (2010)Understanding e‐business adop…The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings (2010)The effect of perceived servi…Research Methods for Business (2007)Research Methods for BusinessThe Role of Relational Information Processes and Technology Use in Customer Relationship Management (2005)The Role of Relational Inform…A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go (2005)A Customer Relationship Manag…E-S-QUAL (2004)E-S-QUALAn evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon (2004)An evaluation of divergent pe…Identifying key factors affecting consumer purchase behavior in an online shopping context (2003)Identifying key factors affec…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…LEARNING FROM CUSTOMER DEFECTIONS (1996)LEARNING FROM CUSTOMER DEFECT…Customer satisfaction, customer retention, and market share (1993)Customer satisfaction, custom…On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Developing Buyer-Seller Relationships (1987)Developing Buyer-Seller Relat…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Acceptance of Artificial Intelligence in a Jordanian Firm: An Overview (2025)Acceptance of Artificial Inte…The Relationship Between Business Intelligence and Digital Banking Services in Jordanian Islamic Banks (2024)The Relationship Between Busi…Developing a success model of a social student relationship management system (2024)Developing a success model of…The impact of electronic customer relationship management strategies on customer loyalty: A mediated model (2023)The impact of electronic cust…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)Measuring Service Quality: A Reexamination and Extension (1992)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Markets and Hierarchies: Analysis and Antitrust Implications. (1976)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Determinants of Long-Term Orientation in Buyer-Seller Relationships (1994)The Commitment-Trust Theory of Relationship Marketing (1994)An Examination of the Nature of Trust in Buyer-Seller Relationships (1997)Exchange and Power in Social Life (2017)The Iron Cage Revisited: Institutional Isomorphism and Collective Rationality in Organizational Fields (1983)The iron cage revisited institutional isomorphism and collective rationality in organizational fields (2004)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Customer Engagement as a New Perspective in Customer Management (2010)Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM (2013)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Alternative Ways of Assessing Model Fit (1992)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)An Updated and Streamlined Technology Readiness Index (2014)The theory of planned behavior (1991)User Acceptance of Information Technology: Toward A Unified View1 (2003)Impact of information technology innovation on firm performance in Kenya (2019)Technology Acceptance in Healthcare: A Systematic Review (2021)“Extending the Technology Acceptance Model (TAM) to Predict University Students’ Intentions to Use Metaverse-Based Learning Platforms” (2023)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)Why Don’t Men Ever Stop to Ask for Directions? Gender, Social Influence, and Their Role in Technology Acceptance and Usage Behavior1 (2000)Unified Theory of Acceptance and Use of Technology: A Synthesis and the Road Ahead (2016)Re-examining the Unified Theory of Acceptance and Use of Technology (UTAUT): Towards a Revised Theoretical Model (2017)Significance tests and goodness of fit in the analysis of covariance structures. (1980)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)A Brand Loyalty Model Involving Cognitive, Affective, and Conative Brand Loyalty and Customer Satisfaction (2003)Tourism routes as a tool for the economic development of rural areas—vibrant hope or impossible dream? (2003)The Role of Networks in Small and Medium-Sized Enterprise Innovation and Firm Performance (2012)Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)PLS-SEM: Indeed a Silver Bullet (2011)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
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  • 2012Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology115,720 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
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  • 1993Customer satisfaction, customer retention, and market share2,151 cited
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  • 2003Identifying key factors affecting consumer purchase behavior in an online shopping context914 cited
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  • 2004An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon

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680 cited
  • 2010Understanding e‐business adoption across industries in European countries639 cited
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    • 2023The impact of electronic customer relationship management strategies on customer loyalty: A mediated model49 cited
    • 2024The Relationship Between Business Intelligence and Digital Banking Services in Jordanian Islamic Banks15 cited
    • 2024Developing a success model of a social student relationship management system9 cited
    • 2025Acceptance of Artificial Intelligence in a Jordanian Firm: An Overview6 cited