Pub Date : 2018-10-01DOI: 10.1504/IJEMR.2018.10012147
C. Herrando, Julio Jiménez-Martínez, M. J. M. Hoyos
Flow has been widely studied in different disciplines and contexts; but there is a lack of consensus about its dimensionality, measurement and structure. This research theorises that flow is a second-order multidimensional factor composed of three dimensions: concentration, enjoyment and temporal distortion. This investigation studies whether users who have reached the state of flow in social commerce have really been aware of it, studying user's flow consciousness. The empirical results confirm the three-dimensionality of the concept, through the rival models technique, corroborate the second-order reflective structure and show that the more intense the experience of flow when surfing, the more conscious the users are of having reached the state of flow. This study contributes to setting up the basis for measuring flow, defining its structure and enabling future investigations to focus on how flow consciousness influences the commercial success of a social commerce platform.
{"title":"The state of flow in social commerce: the importance of flow consciousness","authors":"C. Herrando, Julio Jiménez-Martínez, M. J. M. Hoyos","doi":"10.1504/IJEMR.2018.10012147","DOIUrl":"https://doi.org/10.1504/IJEMR.2018.10012147","url":null,"abstract":"Flow has been widely studied in different disciplines and contexts; but there is a lack of consensus about its dimensionality, measurement and structure. This research theorises that flow is a second-order multidimensional factor composed of three dimensions: concentration, enjoyment and temporal distortion. This investigation studies whether users who have reached the state of flow in social commerce have really been aware of it, studying user's flow consciousness. The empirical results confirm the three-dimensionality of the concept, through the rival models technique, corroborate the second-order reflective structure and show that the more intense the experience of flow when surfing, the more conscious the users are of having reached the state of flow. This study contributes to setting up the basis for measuring flow, defining its structure and enabling future investigations to focus on how flow consciousness influences the commercial success of a social commerce platform.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":"9 1","pages":"320-343"},"PeriodicalIF":0.0,"publicationDate":"2018-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49613686","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}
Pub Date : 2018-10-01DOI: 10.1504/IJEMR.2018.10012148
Davood Ghorbanzadeh, H. Saeednia
The objectives of this research are to examine the effects of psychological motivations (entertainment, sociality), technical characteristics (ease of use and convenience), perceived usefulness and trust on telegram user's attitudes and to assess the influence of user's attitudes and their trust on positive word-of-mouth. The research model was tested using data randomly collected from students of Azad University in Tehran City. The numbers of valid observations were 300. Structure equation modelling was used to verify and validate the research model. The results revealed that the psychological motivations entertainment, sociality has a positive and significant impact on telegram user's attitudes. In addition, perceived usefulness and trust has a positive and significant impact on telegram user's attitudes. Convenience as a technical characteristic through perceived usefulness has a positive and significant impact on telegram user's attitudes. Finally, telegram user's attitudes and their trust have a positive and significant impact on positive word of mouth.
{"title":"Examining telegram users' motivations, technical characteristics, trust, attitudes, and positive word-of-mouth: evidence from Iran","authors":"Davood Ghorbanzadeh, H. Saeednia","doi":"10.1504/IJEMR.2018.10012148","DOIUrl":"https://doi.org/10.1504/IJEMR.2018.10012148","url":null,"abstract":"The objectives of this research are to examine the effects of psychological motivations (entertainment, sociality), technical characteristics (ease of use and convenience), perceived usefulness and trust on telegram user's attitudes and to assess the influence of user's attitudes and their trust on positive word-of-mouth. The research model was tested using data randomly collected from students of Azad University in Tehran City. The numbers of valid observations were 300. Structure equation modelling was used to verify and validate the research model. The results revealed that the psychological motivations entertainment, sociality has a positive and significant impact on telegram user's attitudes. In addition, perceived usefulness and trust has a positive and significant impact on telegram user's attitudes. Convenience as a technical characteristic through perceived usefulness has a positive and significant impact on telegram user's attitudes. Finally, telegram user's attitudes and their trust have a positive and significant impact on positive word of mouth.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":"9 1","pages":"344-365"},"PeriodicalIF":0.0,"publicationDate":"2018-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44538383","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}
Pub Date : 2018-06-30DOI: 10.1504/IJEMR.2018.10010926
T. Paul, Jayanth Jacob
This study employs an integrated model, combining information system (IS) continuance studies and marketing theories, to examine the post-adoption attitudinal and behavioural loyalty of an e-customer shopping from an online web-store. Our research employs partial least squares (PLS-SEM) regression analysis to test the model. Hedonic value and utilitarian value are proposed as first-order reflective indicators of second-order formative value construct. Gender is included as a moderator for testing the difference in effect for all the relationship paths in the model. Data collected from 403 online shopping customers present a sound support for the research model. The results show that value, trust, satisfaction and habit strongly augment customer's loyalty. The results also indicate that the outcome of satisfaction on habit is significantly stronger for females.
{"title":"A two-stage approach for a reflective-formative hierarchical latent variable model for measuring customer loyalty: special case of Indian e-customers","authors":"T. Paul, Jayanth Jacob","doi":"10.1504/IJEMR.2018.10010926","DOIUrl":"https://doi.org/10.1504/IJEMR.2018.10010926","url":null,"abstract":"This study employs an integrated model, combining information system (IS) continuance studies and marketing theories, to examine the post-adoption attitudinal and behavioural loyalty of an e-customer shopping from an online web-store. Our research employs partial least squares (PLS-SEM) regression analysis to test the model. Hedonic value and utilitarian value are proposed as first-order reflective indicators of second-order formative value construct. Gender is included as a moderator for testing the difference in effect for all the relationship paths in the model. Data collected from 403 online shopping customers present a sound support for the research model. The results show that value, trust, satisfaction and habit strongly augment customer's loyalty. The results also indicate that the outcome of satisfaction on habit is significantly stronger for females.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":"9 1","pages":"230-253"},"PeriodicalIF":0.0,"publicationDate":"2018-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48420686","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}
Pub Date : 2018-06-30DOI: 10.1504/IJEMR.2018.10010929
Hemraj Verma, Shalini Singh
E-tailing in India, today has become a widespread activity due to the rising cashless era. It is reported that apart from numbers of planned online purchases, several online shoppers are indulged in impulse buying too. This paper aims to identify the relevant factors that stimulate e-impulse buying and analyse their interaction by using interpretive structural modelling (ISM). For this, factors have been identified by extensive review of literature and by qualitative analysis of 30 in-depth interviews. ISM has been applied then to propose a model for e-impulse buying, showing hierarchical paradigm as well as contextual interrelationships between relevant factors of e-impulse buying. This model can be utilised by online retailers, market researchers and decision-makers to capture insights related to major factors stimulating e-impulse buying.
{"title":"Interpretive structural modelling for e-impulse buying: an Indian study","authors":"Hemraj Verma, Shalini Singh","doi":"10.1504/IJEMR.2018.10010929","DOIUrl":"https://doi.org/10.1504/IJEMR.2018.10010929","url":null,"abstract":"E-tailing in India, today has become a widespread activity due to the rising cashless era. It is reported that apart from numbers of planned online purchases, several online shoppers are indulged in impulse buying too. This paper aims to identify the relevant factors that stimulate e-impulse buying and analyse their interaction by using interpretive structural modelling (ISM). For this, factors have been identified by extensive review of literature and by qualitative analysis of 30 in-depth interviews. ISM has been applied then to propose a model for e-impulse buying, showing hierarchical paradigm as well as contextual interrelationships between relevant factors of e-impulse buying. This model can be utilised by online retailers, market researchers and decision-makers to capture insights related to major factors stimulating e-impulse buying.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":"9 1","pages":"288-306"},"PeriodicalIF":0.0,"publicationDate":"2018-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41875411","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}
Pub Date : 2018-06-30DOI: 10.1504/IJEMR.2018.10010927
A. Wali, N. Nwokah
This present study attempts to understand Nigeria mobile telecommunications (MT) consumers' voice call and data services expectations for delivering satisfactory and competitive service experiences. The multi-level qualitative research design with single face to face (F2F) interview and focus group (FG) approaches were employed. 22 samples were drawn from Nigeria MT sector heterogonous consumer population in Port Harcourt-Rivers State of Nigeria. One FG with 12 participants and ten single F2F interviews were held and data was analysed using content analysis technique with NVivo 11 software. Our result shows that some customers of selected firms are less satisfied with their offerings. This is because these firms lack knowledge of their customers' expectations. Also, five positively rated factors: service quality, price bundling, complaints management, consumer right education and consumer market research are key thematic expectations that support the delivery of satisfactory services experience and competitiveness. This study contributes to the literature on consumer behaviour research by revealing customers' expectation for MT voice and data services in Nigeria and how these expectations drive customer satisfaction (CSAT) and retention (CRT) as well as business competitiveness. However, continental MT operators and researchers should understand that factors of customers' expectations are peculiar to a specific country.
{"title":"Understanding customers' expectations for delivering satisfactory and competitive services experience","authors":"A. Wali, N. Nwokah","doi":"10.1504/IJEMR.2018.10010927","DOIUrl":"https://doi.org/10.1504/IJEMR.2018.10010927","url":null,"abstract":"This present study attempts to understand Nigeria mobile telecommunications (MT) consumers' voice call and data services expectations for delivering satisfactory and competitive service experiences. The multi-level qualitative research design with single face to face (F2F) interview and focus group (FG) approaches were employed. 22 samples were drawn from Nigeria MT sector heterogonous consumer population in Port Harcourt-Rivers State of Nigeria. One FG with 12 participants and ten single F2F interviews were held and data was analysed using content analysis technique with NVivo 11 software. Our result shows that some customers of selected firms are less satisfied with their offerings. This is because these firms lack knowledge of their customers' expectations. Also, five positively rated factors: service quality, price bundling, complaints management, consumer right education and consumer market research are key thematic expectations that support the delivery of satisfactory services experience and competitiveness. This study contributes to the literature on consumer behaviour research by revealing customers' expectation for MT voice and data services in Nigeria and how these expectations drive customer satisfaction (CSAT) and retention (CRT) as well as business competitiveness. However, continental MT operators and researchers should understand that factors of customers' expectations are peculiar to a specific country.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":"9 1","pages":"254-268"},"PeriodicalIF":0.0,"publicationDate":"2018-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44341713","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}
Pub Date : 2018-06-30DOI: 10.1504/IJEMR.2018.10010928
W. Aslam, Imtiaz Arif, Kashif Farhat
This study explores smartphones' dependence among students through social needs, social influence and convenience and its impact on purchase behaviour. In total, 337 usable responses were gathered with the help of Likert scale questionnaire. Multiple regression analysis and t-test were used to uncover the findings. Result reveals that social influence and convenience significantly affect student's dependence on smartphones. A significant relation also appeared between dependence on smartphone and purchase behaviour. Responses of female participants reveal that social influence and convenience have a significant affect whereas in males social need and social influence have a significant effect on dependence on smartphone. The study makes a significant contribution to smartphones producers in meeting customer needs to better develop smartphones that provide convenience and user friendly features. Also it help marketers to develop the appropriate strategies of marketing smartphones as the study provides the better understanding of usage behaviour and purchase behaviour.
{"title":"Smartphone dependence among students: gender-based analysis","authors":"W. Aslam, Imtiaz Arif, Kashif Farhat","doi":"10.1504/IJEMR.2018.10010928","DOIUrl":"https://doi.org/10.1504/IJEMR.2018.10010928","url":null,"abstract":"This study explores smartphones' dependence among students through social needs, social influence and convenience and its impact on purchase behaviour. In total, 337 usable responses were gathered with the help of Likert scale questionnaire. Multiple regression analysis and t-test were used to uncover the findings. Result reveals that social influence and convenience significantly affect student's dependence on smartphones. A significant relation also appeared between dependence on smartphone and purchase behaviour. Responses of female participants reveal that social influence and convenience have a significant affect whereas in males social need and social influence have a significant effect on dependence on smartphone. The study makes a significant contribution to smartphones producers in meeting customer needs to better develop smartphones that provide convenience and user friendly features. Also it help marketers to develop the appropriate strategies of marketing smartphones as the study provides the better understanding of usage behaviour and purchase behaviour.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":"9 1","pages":"269-287"},"PeriodicalIF":0.0,"publicationDate":"2018-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49641509","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}
Pub Date : 2018-04-11DOI: 10.1504/IJEMR.2018.10010275
Vasja Roblek, M. P. Bach, M. Meško, A. Bertoncelj
The supply and demand of the information and availability of over-the-counter (OTC) drugs online has increased substantially. Customers express three typical online behaviours regarding OTC drugs: browsing information about OTC drugs without any particular purpose, searching for particular information or product, and buying OTC drugs. This study investigates the determinants of online behaviour regarding OTC drugs. The data was acquired using a random sample of Slovenian citizens. Logistic regression method was used to determine which factors influence browsing, searching, and/or buying of OTC drugs online for two age groups: younger and older than 40. The findings suggest that intensity of using the internet use, trust in buying OTC drugs online, as well as education, income and location influence on the online behaviour of customers regarding OTC drugs. It has also been determined that age has a moderating effect, indicating motivation of younger and older customers by different determinants.
{"title":"To click or to buy over the counter drugs: exploring the behaviour of Slovenian customers","authors":"Vasja Roblek, M. P. Bach, M. Meško, A. Bertoncelj","doi":"10.1504/IJEMR.2018.10010275","DOIUrl":"https://doi.org/10.1504/IJEMR.2018.10010275","url":null,"abstract":"The supply and demand of the information and availability of over-the-counter (OTC) drugs online has increased substantially. Customers express three typical online behaviours regarding OTC drugs: browsing information about OTC drugs without any particular purpose, searching for particular information or product, and buying OTC drugs. This study investigates the determinants of online behaviour regarding OTC drugs. The data was acquired using a random sample of Slovenian citizens. Logistic regression method was used to determine which factors influence browsing, searching, and/or buying of OTC drugs online for two age groups: younger and older than 40. The findings suggest that intensity of using the internet use, trust in buying OTC drugs online, as well as education, income and location influence on the online behaviour of customers regarding OTC drugs. It has also been determined that age has a moderating effect, indicating motivation of younger and older customers by different determinants.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":"9 1","pages":"145-166"},"PeriodicalIF":0.0,"publicationDate":"2018-04-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43126141","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}
Pub Date : 2018-04-11DOI: 10.1504/IJEMR.2018.10010277
Lihong Chen, Xinfeng Yan
We report the development of demand hierarchy model and its measurement for online brand community participation (OBCP) and make online consumer demand more transparent. This research contributes to develop the model of OBCP that can match the novel network relationship between consumers and at the same time be measurable and management-effective in OBCP. Grounded theory was adopted to explore the demand contents and measurement items of OBCP. The reliability and validity analysis were tested as well to evaluate the overall effectiveness of the questionnaire. Five dimensions of demands were distinguished, each with specific connotation and behavioural motive towards the hierarchal demand structure model. The scale can be used as measurement instrument for OBCP demand and will be helpful for related empirical research. The study results recommend that practitioners carefully identify information of demands of customers in online brand community and plan targeting online marketing strategies while consumer satisfaction could be enhanced.
{"title":"Demand hierarchy model and its measurement for online brand community participation","authors":"Lihong Chen, Xinfeng Yan","doi":"10.1504/IJEMR.2018.10010277","DOIUrl":"https://doi.org/10.1504/IJEMR.2018.10010277","url":null,"abstract":"We report the development of demand hierarchy model and its measurement for online brand community participation (OBCP) and make online consumer demand more transparent. This research contributes to develop the model of OBCP that can match the novel network relationship between consumers and at the same time be measurable and management-effective in OBCP. Grounded theory was adopted to explore the demand contents and measurement items of OBCP. The reliability and validity analysis were tested as well to evaluate the overall effectiveness of the questionnaire. Five dimensions of demands were distinguished, each with specific connotation and behavioural motive towards the hierarchal demand structure model. The scale can be used as measurement instrument for OBCP demand and will be helpful for related empirical research. The study results recommend that practitioners carefully identify information of demands of customers in online brand community and plan targeting online marketing strategies while consumer satisfaction could be enhanced.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":"9 1","pages":"167-183"},"PeriodicalIF":0.0,"publicationDate":"2018-04-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48726679","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}
Pub Date : 2018-04-11DOI: 10.1504/IJEMR.2018.10010278
Sajad Rezaei, N. Valaei
The purpose of this study is to examine the structural relationship between subjective norm, attitude, intention, and behaviour via Apps and the moderating effect of product standardisation/brand recognition. Confirmatory maximum likelihood estimation (MLE) approach, a covariance based-structural equation modelling (CB-SEM) technique, was performed for assessment of the reflective measurements, structural relationship between latent constructs and moderation effect. A total of 340 online questionnaires (N = 340) was collected and the results support the structural relationship between the latent constructs and specify a valid model fit (positive and direct effects). In addition, multigroup moderation SEM analysis (critical ratio values) reveal that the degree of standardisation/brand recognition (standard vs. non-standard) moderates the structural relationships. This study provides a basic set of guidelines for the application of confirmatory MLE in the evaluation of direct effects (one tail hypotheses) and multigroup SEM analyses for moderation effects. Theoretical and managerial implications of the study are further discussed.
{"title":"Apps shoppers' behaviour and the moderating effect of product standardisation/brand recognition: a maximum likelihood estimation approach","authors":"Sajad Rezaei, N. Valaei","doi":"10.1504/IJEMR.2018.10010278","DOIUrl":"https://doi.org/10.1504/IJEMR.2018.10010278","url":null,"abstract":"The purpose of this study is to examine the structural relationship between subjective norm, attitude, intention, and behaviour via Apps and the moderating effect of product standardisation/brand recognition. Confirmatory maximum likelihood estimation (MLE) approach, a covariance based-structural equation modelling (CB-SEM) technique, was performed for assessment of the reflective measurements, structural relationship between latent constructs and moderation effect. A total of 340 online questionnaires (N = 340) was collected and the results support the structural relationship between the latent constructs and specify a valid model fit (positive and direct effects). In addition, multigroup moderation SEM analysis (critical ratio values) reveal that the degree of standardisation/brand recognition (standard vs. non-standard) moderates the structural relationships. This study provides a basic set of guidelines for the application of confirmatory MLE in the evaluation of direct effects (one tail hypotheses) and multigroup SEM analyses for moderation effects. Theoretical and managerial implications of the study are further discussed.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":"9 1","pages":"184-206"},"PeriodicalIF":0.0,"publicationDate":"2018-04-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45786368","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}
Pub Date : 2018-04-11DOI: 10.1504/IJEMR.2018.10010272
Shampy Kamboj, Mayank Yadav, Z. Rahman
With the emergence of social media technology, the concept of customer relationship management (CRM) has drastically changed, as the majority of the firms are now incorporating social media into their established CRM system, which facilitate the evolution of term social CRM. This article investigates the influence of social media and customer-centric technology on social CRM capabilities. The paper presents empirical evidence for the argument that social CRM capabilities lead to firm performance outcomes; customer-based profit performance and new product development performance. The developed hypothesis and proposed model was tested through structural equation modelling (SEM). The results show that both social media technology and customer-centric technology have a significant influence on social CRM capabilities. Similarly, these social CRM capabilities also found to have a positive effect on customer-based and product-based performance outcomes. This paper will be useful for both academicians and managers, as it presents several theoretical and practical insights.
{"title":"Impact of social media and customer-centric technology on performance outcomes: the mediating role of social CRM capabilities","authors":"Shampy Kamboj, Mayank Yadav, Z. Rahman","doi":"10.1504/IJEMR.2018.10010272","DOIUrl":"https://doi.org/10.1504/IJEMR.2018.10010272","url":null,"abstract":"With the emergence of social media technology, the concept of customer relationship management (CRM) has drastically changed, as the majority of the firms are now incorporating social media into their established CRM system, which facilitate the evolution of term social CRM. This article investigates the influence of social media and customer-centric technology on social CRM capabilities. The paper presents empirical evidence for the argument that social CRM capabilities lead to firm performance outcomes; customer-based profit performance and new product development performance. The developed hypothesis and proposed model was tested through structural equation modelling (SEM). The results show that both social media technology and customer-centric technology have a significant influence on social CRM capabilities. Similarly, these social CRM capabilities also found to have a positive effect on customer-based and product-based performance outcomes. This paper will be useful for both academicians and managers, as it presents several theoretical and practical insights.","PeriodicalId":35056,"journal":{"name":"International Journal of Electronic Marketing and Retailing","volume":"9 1","pages":"109-125"},"PeriodicalIF":0.0,"publicationDate":"2018-04-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47357137","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}
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