Pub Date : 2019-01-02DOI: 10.1080/15332667.2018.1534056
V. Gautam, Vikram Sharma
Abstract The exponential growth of the online retail sector has attracted the attention of researchers across the globe. Understanding the consumer decision-making process in an online retail context is of vital importance to all online retailers. The objective of this study was to examine the direct and indirect impacts of perceived risks on consumers’ purchase intentions in an online shopping context. This study applied structural equation modeling to test the study model with data from 234 samples. We found a significant negative full mediating impact of performance risk, financial risk, physical risk, and psychological risk on consumers’ purchase intentions. Moreover, we found a partial mediating impact of social risk on purchase intentions. However, we did not find a mediating impact of time risk on purchase intentions. These empirical results may help online retailers to better understand their consumers, their intentions to purchase, and their level of risk perceptions. Accordingly, online marketers can frame contemporary strategies to attract retail customers, leading to greater profitability of the organization.
{"title":"Mediating Role of Company Information in the Relationships among Perceived Risks and Purchase Intentions in an Online Retailing Context","authors":"V. Gautam, Vikram Sharma","doi":"10.1080/15332667.2018.1534056","DOIUrl":"https://doi.org/10.1080/15332667.2018.1534056","url":null,"abstract":"Abstract The exponential growth of the online retail sector has attracted the attention of researchers across the globe. Understanding the consumer decision-making process in an online retail context is of vital importance to all online retailers. The objective of this study was to examine the direct and indirect impacts of perceived risks on consumers’ purchase intentions in an online shopping context. This study applied structural equation modeling to test the study model with data from 234 samples. We found a significant negative full mediating impact of performance risk, financial risk, physical risk, and psychological risk on consumers’ purchase intentions. Moreover, we found a partial mediating impact of social risk on purchase intentions. However, we did not find a mediating impact of time risk on purchase intentions. These empirical results may help online retailers to better understand their consumers, their intentions to purchase, and their level of risk perceptions. Accordingly, online marketers can frame contemporary strategies to attract retail customers, leading to greater profitability of the organization.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2019-01-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1534056","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43452068","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 : 2018-11-22DOI: 10.1080/15332667.2018.1534057
M. K. Shukla, Pinaki Nandan Pattnaik
Abstract The adoption of Customer Relationship Management (CRM) has witnessed tremendous growth across sectors, geographies, and management cultures in the last several decades. The perception of CRM as an IT-based tool has undergone a paradigm shift and is now treated as a strategic indulgence by modern-day businesses where IT is an indispensable enabler. CRM has garnered the interest of both academicians and practitioners over the years. In this article, the authors establish the value of sustainability in CRM and make an attempt at proposing a conceptual framework for modern businesses through its integration with various social networking sites that produces volumes of real-time data. The article also explores the importance of Customer Experience Management (CEM). The authors provide a thorough investigation of CRM models in the period of 1990 to 2016 through a survey of the literature explaining the need for managing experiences and engagement around existing CRM processes. In addition to exploring the intricate relationship between CRM and CEM, the authors also provide an interactive ecosystem-based framework for the creation of a sustainable CRM framework.
{"title":"Managing Customer Relations in a Modern Business Environment: Towards an Ecosystem-Based Sustainable CRM Model","authors":"M. K. Shukla, Pinaki Nandan Pattnaik","doi":"10.1080/15332667.2018.1534057","DOIUrl":"https://doi.org/10.1080/15332667.2018.1534057","url":null,"abstract":"Abstract The adoption of Customer Relationship Management (CRM) has witnessed tremendous growth across sectors, geographies, and management cultures in the last several decades. The perception of CRM as an IT-based tool has undergone a paradigm shift and is now treated as a strategic indulgence by modern-day businesses where IT is an indispensable enabler. CRM has garnered the interest of both academicians and practitioners over the years. In this article, the authors establish the value of sustainability in CRM and make an attempt at proposing a conceptual framework for modern businesses through its integration with various social networking sites that produces volumes of real-time data. The article also explores the importance of Customer Experience Management (CEM). The authors provide a thorough investigation of CRM models in the period of 1990 to 2016 through a survey of the literature explaining the need for managing experiences and engagement around existing CRM processes. In addition to exploring the intricate relationship between CRM and CEM, the authors also provide an interactive ecosystem-based framework for the creation of a sustainable CRM framework.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2018-11-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1534057","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46322982","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 : 2018-11-22DOI: 10.1080/15332667.2018.1534063
A. Niedermeier, Lisa D Albrecht, Benedikt Jahn
Abstract Because the pursuit of happiness is fundamental, humans perform a wide range of activities, including consumption, to lead a happy life. For marketers, findings from positive psychology suggest that customer happiness may arise through customer engagement. This article proposes a conceptual framework of customer happiness in brand communities and analyzes the effect of customer engagement on customer happiness, as well as on the ultimate outcomes of word of mouth and purchase intentions. Structural equation modeling provides a test of the model through an empirical study with 518 members from the online brand community for a German automotive brand. Customer engagement exerts a significant positive effect on customer happiness, which in turn increases positive word of mouth and purchase intentions. Therefore, marketing managers should invest in brand communities to engage customers and build and maintain their happiness and loyalty.
{"title":"“Happy Together”: Effects of Brand Community Engagement on Customer Happiness","authors":"A. Niedermeier, Lisa D Albrecht, Benedikt Jahn","doi":"10.1080/15332667.2018.1534063","DOIUrl":"https://doi.org/10.1080/15332667.2018.1534063","url":null,"abstract":"Abstract Because the pursuit of happiness is fundamental, humans perform a wide range of activities, including consumption, to lead a happy life. For marketers, findings from positive psychology suggest that customer happiness may arise through customer engagement. This article proposes a conceptual framework of customer happiness in brand communities and analyzes the effect of customer engagement on customer happiness, as well as on the ultimate outcomes of word of mouth and purchase intentions. Structural equation modeling provides a test of the model through an empirical study with 518 members from the online brand community for a German automotive brand. Customer engagement exerts a significant positive effect on customer happiness, which in turn increases positive word of mouth and purchase intentions. Therefore, marketing managers should invest in brand communities to engage customers and build and maintain their happiness and loyalty.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2018-11-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1534063","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46847253","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 : 2018-11-19DOI: 10.1080/15332667.2018.1534058
Matti J. Haverila, Jenny Haverila
Abstract The aim of this article is to understand customers’ perceptions regarding the project management performance and the perceived benefits if the customers perceived the supplier to be the best or the second-best systems delivery project supplier. This research investigates 2,191 system delivery projects in the facilities management industry. Exploratory factor analysis was employed on the project management variables. The testing of the hypotheses was done with partial least squares (PLS) structural equation modeling (SEM) with SmartPLS. The findings show a significant relationship between the commissioning and the perceived benefits, independent of whether the company was perceived to be best or second best in the industry. The proposal stage was perceived to be significantly related to perceived benefits provided by the outcome of the project (the product) when the company was the second-best supplier. Inherent structure in systems delivery projects included three phases, consisting of the proposal, installation, and commissioning. Also, the perceived project management performance in the commissioning stage was significantly related to the perceived benefits provided by the outcome of the project (the product) when the supplier was perceived to be the best and the second best in the industry. Contrary to expectations, this was not the case with all project management phases.
{"title":"Perceived Product Benefits and the Project Management Performance: The Role of the Perceived Supplier Ranking","authors":"Matti J. Haverila, Jenny Haverila","doi":"10.1080/15332667.2018.1534058","DOIUrl":"https://doi.org/10.1080/15332667.2018.1534058","url":null,"abstract":"Abstract The aim of this article is to understand customers’ perceptions regarding the project management performance and the perceived benefits if the customers perceived the supplier to be the best or the second-best systems delivery project supplier. This research investigates 2,191 system delivery projects in the facilities management industry. Exploratory factor analysis was employed on the project management variables. The testing of the hypotheses was done with partial least squares (PLS) structural equation modeling (SEM) with SmartPLS. The findings show a significant relationship between the commissioning and the perceived benefits, independent of whether the company was perceived to be best or second best in the industry. The proposal stage was perceived to be significantly related to perceived benefits provided by the outcome of the project (the product) when the company was the second-best supplier. Inherent structure in systems delivery projects included three phases, consisting of the proposal, installation, and commissioning. Also, the perceived project management performance in the commissioning stage was significantly related to the perceived benefits provided by the outcome of the project (the product) when the supplier was perceived to be the best and the second best in the industry. Contrary to expectations, this was not the case with all project management phases.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2018-11-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1534058","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44796990","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 : 2018-10-02DOI: 10.1080/15332667.2018.1534065
Reeti Agarwal, Ankit Mehrotra
Abstract Though customer loyalty programs have become popular across all businesses, building an effective loyalty program still remains a mystery for most. Since the use of Loyalty Programs amongst Indian customers is not very high, the particular objective of this research was to advance a practical model relating customer-perceived benefits to satisfaction derived and importance attached, which will help companies in more effective formulation of their loyalty programs. The study extends Yi and Jeon’s work, integrated with the varied benefits structure recommended by Mimouni-Chaabane and Volle in the context of departmental stores in India, and derives a loyalty scale in the Indian context. The study validated the scale of perceived benefits from loyalty programs in the context of customers in India and a structural model was tested and derived that studied the impact of perceived benefits on satisfaction derived and importance attached.
{"title":"Understanding What Matters to Customers: The Case of Loyalty Programs in the Indian Context","authors":"Reeti Agarwal, Ankit Mehrotra","doi":"10.1080/15332667.2018.1534065","DOIUrl":"https://doi.org/10.1080/15332667.2018.1534065","url":null,"abstract":"Abstract Though customer loyalty programs have become popular across all businesses, building an effective loyalty program still remains a mystery for most. Since the use of Loyalty Programs amongst Indian customers is not very high, the particular objective of this research was to advance a practical model relating customer-perceived benefits to satisfaction derived and importance attached, which will help companies in more effective formulation of their loyalty programs. The study extends Yi and Jeon’s work, integrated with the varied benefits structure recommended by Mimouni-Chaabane and Volle in the context of departmental stores in India, and derives a loyalty scale in the Indian context. The study validated the scale of perceived benefits from loyalty programs in the context of customers in India and a structural model was tested and derived that studied the impact of perceived benefits on satisfaction derived and importance attached.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2018-10-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1534065","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47351816","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 : 2018-10-02DOI: 10.1080/15332667.2018.1534061
Melanie Saath, Marie-Sophie Schönitz, F. Siems, Marie-Christin Papen
Abstract Relationship marketing has become an important part of today’s economic research and practice that complements the traditional marketing approach. With regard to building a reliable theoretical foundation for this branch of science, the transference of established psychological and sociological theories is of particular significance. As an attempt to further frame the underlying theoretical basis, the present article focuses on discussing sociology’s convoy model theory in view of business-to-customer relationships. On the one hand, this contributes to the progression of relationship marketing’s fundamental conception. On the other hand, it provides management implications specific to a novel subject.
{"title":"Benefits of Convoy Model Theory for Explaining and Controlling Business-to-Customer Relationships","authors":"Melanie Saath, Marie-Sophie Schönitz, F. Siems, Marie-Christin Papen","doi":"10.1080/15332667.2018.1534061","DOIUrl":"https://doi.org/10.1080/15332667.2018.1534061","url":null,"abstract":"Abstract Relationship marketing has become an important part of today’s economic research and practice that complements the traditional marketing approach. With regard to building a reliable theoretical foundation for this branch of science, the transference of established psychological and sociological theories is of particular significance. As an attempt to further frame the underlying theoretical basis, the present article focuses on discussing sociology’s convoy model theory in view of business-to-customer relationships. On the one hand, this contributes to the progression of relationship marketing’s fundamental conception. On the other hand, it provides management implications specific to a novel subject.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2018-10-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1534061","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48743241","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 : 2018-07-03DOI: 10.1080/15332667.2018.1492323
Hajar Saeed Al-Hubaishi, S. Ahmad, M. Hussain
Abstract This study identifies factors that influence mobile government (m-government) service quality from users’ perspectives. Such assessments are critical to improving government interactions with citizens. Structural equation modelling (SEM) is used to test a sample of 437 m-government services users. The findings suggest that interaction quality, environment, information, system, network, and outcome quality correlate positively with m-government service quality, and m-government service quality correlates positively with customer satisfaction. The results do not support a relationship between perceived switching costs and m-government service quality, but perceived switching costs correlate negatively with customer satisfaction. This study offers better understanding of service quality dimensions for improving user acceptance of services, helping governments evaluate service quality of mobile services and define areas they can improve them, which might lead to greater satisfaction. Implications and recommendations for practice and future research are discussed.
{"title":"Assessing M-Government Application Service Quality and Customer Satisfaction","authors":"Hajar Saeed Al-Hubaishi, S. Ahmad, M. Hussain","doi":"10.1080/15332667.2018.1492323","DOIUrl":"https://doi.org/10.1080/15332667.2018.1492323","url":null,"abstract":"Abstract This study identifies factors that influence mobile government (m-government) service quality from users’ perspectives. Such assessments are critical to improving government interactions with citizens. Structural equation modelling (SEM) is used to test a sample of 437 m-government services users. The findings suggest that interaction quality, environment, information, system, network, and outcome quality correlate positively with m-government service quality, and m-government service quality correlates positively with customer satisfaction. The results do not support a relationship between perceived switching costs and m-government service quality, but perceived switching costs correlate negatively with customer satisfaction. This study offers better understanding of service quality dimensions for improving user acceptance of services, helping governments evaluate service quality of mobile services and define areas they can improve them, which might lead to greater satisfaction. Implications and recommendations for practice and future research are discussed.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2018-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1492323","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48503908","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 : 2018-07-03DOI: 10.1080/15332667.2018.1492322
R. Ho, Sajad Rezaei
Abstract The purpose of this study is to investigate how consumer’s socialization could shed light on social commerce apps behavioral intention (SCABI). Social commerce communication, virtual community trust, post-usage usefulness, perceived enjoyment, subjective norm, attitude toward the apps, and behavioral control are proposed as the several antecedents of behavioral intention of social commerce purchase decisions. Drawn from the Theory of Planned Behavior and social exchange paradigm, a theoretical model was developed and a list of (17) hypotheses was tested empirically. The sample included 230 respondents; structured equation modeling (SEM) was employed for measurement and structural evaluation. Prior to the evaluation of the measurement model and structural relationships, the indices for evaluation of goodness of model fit were obtained and the results show satisfactory values. The statistical results imply a reliable and valid measurement scale and the direct relationships were mostly supported. However, the virtual community trust → post usage usefulness, perceived enjoyment → SCABI, social commerce communication → attitude, attitude → SCABI, and subjective norm → attitude relationships were not supported. Therefore, social media, which is a highly social-related communication platform, plays a pivotal role in consumer decision making for online product purchases. Practical and theoretical implications are discussed.
{"title":"Social Media Communication and Consumers Decisions: Analysis of the Antecedents for Intended Apps Purchase","authors":"R. Ho, Sajad Rezaei","doi":"10.1080/15332667.2018.1492322","DOIUrl":"https://doi.org/10.1080/15332667.2018.1492322","url":null,"abstract":"Abstract The purpose of this study is to investigate how consumer’s socialization could shed light on social commerce apps behavioral intention (SCABI). Social commerce communication, virtual community trust, post-usage usefulness, perceived enjoyment, subjective norm, attitude toward the apps, and behavioral control are proposed as the several antecedents of behavioral intention of social commerce purchase decisions. Drawn from the Theory of Planned Behavior and social exchange paradigm, a theoretical model was developed and a list of (17) hypotheses was tested empirically. The sample included 230 respondents; structured equation modeling (SEM) was employed for measurement and structural evaluation. Prior to the evaluation of the measurement model and structural relationships, the indices for evaluation of goodness of model fit were obtained and the results show satisfactory values. The statistical results imply a reliable and valid measurement scale and the direct relationships were mostly supported. However, the virtual community trust → post usage usefulness, perceived enjoyment → SCABI, social commerce communication → attitude, attitude → SCABI, and subjective norm → attitude relationships were not supported. Therefore, social media, which is a highly social-related communication platform, plays a pivotal role in consumer decision making for online product purchases. Practical and theoretical implications are discussed.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2018-07-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1492322","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"59876415","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 : 2018-05-21DOI: 10.1080/15332667.2018.1440146
M. Mahmoud, R. Hinson, M. K. Adika
ABSTRACT Previous studies have investigated drivers of customer retention in the mobile telecommunications industry worldwide. These studies call on scholars pay to attention to these factors in the scholarly marketing literature, since customer retention is the basic tenet of relationship marketing. Drawing on relationship marketing theory, this study analyzes the direct and indirect relationships amongst trust, commitment, and conflict handling on customer retention. A cross-sectional survey using a structured questionnaire was employed to gather data from customers of mobile telecommunication operators. The findings revealed that only conflict handling had a direct significant effect on customer retention. Also, trust and conflict handling had a direct and significant effect on customer satisfaction. However, trust and conflict handling were seen to have an indirect significant effect on customer retention via customer satisfaction. The study recommends that managers should effectively resolve customer complaints as well as build their trustworthiness in order to satisfy and retain their customers.
{"title":"The Effect of Trust, Commitment, and Conflict Handling on Customer Retention: The Mediating Role of Customer Satisfaction","authors":"M. Mahmoud, R. Hinson, M. K. Adika","doi":"10.1080/15332667.2018.1440146","DOIUrl":"https://doi.org/10.1080/15332667.2018.1440146","url":null,"abstract":"ABSTRACT Previous studies have investigated drivers of customer retention in the mobile telecommunications industry worldwide. These studies call on scholars pay to attention to these factors in the scholarly marketing literature, since customer retention is the basic tenet of relationship marketing. Drawing on relationship marketing theory, this study analyzes the direct and indirect relationships amongst trust, commitment, and conflict handling on customer retention. A cross-sectional survey using a structured questionnaire was employed to gather data from customers of mobile telecommunication operators. The findings revealed that only conflict handling had a direct significant effect on customer retention. Also, trust and conflict handling had a direct and significant effect on customer satisfaction. However, trust and conflict handling were seen to have an indirect significant effect on customer retention via customer satisfaction. The study recommends that managers should effectively resolve customer complaints as well as build their trustworthiness in order to satisfy and retain their customers.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2018-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1440146","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43628131","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 : 2018-05-21DOI: 10.1080/15332667.2018.1440148
S. Sota, H. Chaudhry, Apurva Chamaria, Anurag Chauhan
ABSTRACT The purpose of this article is to review the literature on customer relationship management (CRM) to analyze the trends in CRM approaches, activities, tools, and implementation from 2007 to 2016. The objective is also to provide a classification of the literature with a comprehensive bibliography. The top 10 marketing journals, on the basis of SCImago rankings, were chosen for the study. A total of 56 research papers with 4633 citations emerged out of these top 10 journals for classification and analysis of different parameters. This research explores how CRM research has evolved over a period of 10 years in terms of key areas, research types, tools used, and most researched areas. It shows that the loyalty program is the most researched and published area with regard to CRM studies, whereas topics like privacy concerns and social CRM are underresearched areas. This article analyzes the CRM published research studies over a period of 10 years to provide topical classification, which can be useful for researchers, academicians, and practitioners to understand how CRM has progressed over the years. Since this article consists of the latest classification and analysis of CRM studies, it can be very meaningful for use in further teaching, research, and application by the industry. Also, none of the published research has reviewed the top 10 marketing journals to review and classify CRM articles. This article presents the first such review and therefore provides the latest classification and analysis of CRM literature.
{"title":"Customer Relationship Management Research from 2007 to 2016: An Academic Literature Review","authors":"S. Sota, H. Chaudhry, Apurva Chamaria, Anurag Chauhan","doi":"10.1080/15332667.2018.1440148","DOIUrl":"https://doi.org/10.1080/15332667.2018.1440148","url":null,"abstract":"ABSTRACT The purpose of this article is to review the literature on customer relationship management (CRM) to analyze the trends in CRM approaches, activities, tools, and implementation from 2007 to 2016. The objective is also to provide a classification of the literature with a comprehensive bibliography. The top 10 marketing journals, on the basis of SCImago rankings, were chosen for the study. A total of 56 research papers with 4633 citations emerged out of these top 10 journals for classification and analysis of different parameters. This research explores how CRM research has evolved over a period of 10 years in terms of key areas, research types, tools used, and most researched areas. It shows that the loyalty program is the most researched and published area with regard to CRM studies, whereas topics like privacy concerns and social CRM are underresearched areas. This article analyzes the CRM published research studies over a period of 10 years to provide topical classification, which can be useful for researchers, academicians, and practitioners to understand how CRM has progressed over the years. Since this article consists of the latest classification and analysis of CRM studies, it can be very meaningful for use in further teaching, research, and application by the industry. Also, none of the published research has reviewed the top 10 marketing journals to review and classify CRM articles. This article presents the first such review and therefore provides the latest classification and analysis of CRM literature.","PeriodicalId":35385,"journal":{"name":"Journal of Relationship Marketing","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2018-05-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1080/15332667.2018.1440148","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46254265","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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