In today's world of global competition, every business must be able to maintain a competitive advantage in both goods and services. Because of the rapid spread of COVID-19 beginning in the year 2020, small and medium-sized enterprises or SMEs have attempted to improve the flow of communication with their customers using social customer relationship management. There is a lack of knowledge about how social CRM can be effective for SMEs during the COVID-19 outbreak to increase customer focus, despite the growing interest in the adoption of social media by corporations. Much less is known about the factors that impact SME decisions to adopt social CRM and the impact that these factors have on competitive advantage in the event of the COVID-19 outbreak. Accordingly, the authors aim to conduct an empirical investigation into the role that social media can play, which has a significant impact on the management of customer relationships in SMEs.
{"title":"The Relationship Between Social CRM Adoption and Competitive Advantage","authors":"O. Alghamdi","doi":"10.4018/ijcrmm.317333","DOIUrl":"https://doi.org/10.4018/ijcrmm.317333","url":null,"abstract":"In today's world of global competition, every business must be able to maintain a competitive advantage in both goods and services. Because of the rapid spread of COVID-19 beginning in the year 2020, small and medium-sized enterprises or SMEs have attempted to improve the flow of communication with their customers using social customer relationship management. There is a lack of knowledge about how social CRM can be effective for SMEs during the COVID-19 outbreak to increase customer focus, despite the growing interest in the adoption of social media by corporations. Much less is known about the factors that impact SME decisions to adopt social CRM and the impact that these factors have on competitive advantage in the event of the COVID-19 outbreak. Accordingly, the authors aim to conduct an empirical investigation into the role that social media can play, which has a significant impact on the management of customer relationships in SMEs.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-01-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42199629","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}
This study drew on different streams in the literature to theorize a power shift in favor of parents in the post Covid-19 era. We investigated the impact of parents’ campus site visits on university enrollment decisions by empirically testing a model that draws on concepts from service marketing and sociology and links university enrollment to parents’ evaluative and intentional constructs. Data were obtained from 339 parents of final-year high school students immediately after their campus site visits and analyzed using structural equation modelling. The results indicate that antecedents of parent university satisfaction include human encounters, university reputation, and physical setting. Satisfaction was found to drive intention to advocate to children and brand preference. These two outcomes affected enrollment. The results offer important theoretical contributions to the field of higher education marketing and present managerial implications for university administrators in their quest to augment student recruitment processes.
{"title":"The Rising Veto Power of the Checkbook","authors":"A. Eldegwy, Tamer H. Elsharnouby, W. Kortam","doi":"10.4018/ijcrmm.302913","DOIUrl":"https://doi.org/10.4018/ijcrmm.302913","url":null,"abstract":"This study drew on different streams in the literature to theorize a power shift in favor of parents in the post Covid-19 era. We investigated the impact of parents’ campus site visits on university enrollment decisions by empirically testing a model that draws on concepts from service marketing and sociology and links university enrollment to parents’ evaluative and intentional constructs. Data were obtained from 339 parents of final-year high school students immediately after their campus site visits and analyzed using structural equation modelling. The results indicate that antecedents of parent university satisfaction include human encounters, university reputation, and physical setting. Satisfaction was found to drive intention to advocate to children and brand preference. These two outcomes affected enrollment. The results offer important theoretical contributions to the field of higher education marketing and present managerial implications for university administrators in their quest to augment student recruitment processes.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45464926","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}
The purpose of this paper is to examine the impact of adopting International Financial Reporting Standards (IFRS) on the relationship between accounting information and market responses. We investigate the impact of the IFRS adoption on financial statements quality and whether this impact, if any, has a positive implication of the capital market (especially, market liquidity and equity value). Data were collected from 147 non- financial firms listed on the Saudi exchange for the period 2015-2019. The findings show that disclosure quality has increased because of IFRS adoption. Moreover, the results find that the adoption of IFRS improves market liquidity and increases the share price of firms listed on the Saudi exchange. Our findings show that adopting IFRS have positive economic implications on the Saudi business environment.
{"title":"Adopting IFRS as a Moderating Variable on the Relationship Between Accounting Information and Market Responses","authors":"A. Deef, Mohamed Sami Radi","doi":"10.4018/ijcrmm.308467","DOIUrl":"https://doi.org/10.4018/ijcrmm.308467","url":null,"abstract":"The purpose of this paper is to examine the impact of adopting International Financial Reporting Standards (IFRS) on the relationship between accounting information and market responses. We investigate the impact of the IFRS adoption on financial statements quality and whether this impact, if any, has a positive implication of the capital market (especially, market liquidity and equity value). Data were collected from 147 non- financial firms listed on the Saudi exchange for the period 2015-2019. The findings show that disclosure quality has increased because of IFRS adoption. Moreover, the results find that the adoption of IFRS improves market liquidity and increases the share price of firms listed on the Saudi exchange. Our findings show that adopting IFRS have positive economic implications on the Saudi business environment.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49229875","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}
The success of any organization is settled on its ability of initiating, sustaining, and retaining a good customer relationship based on loyalty. Corporate Social Responsibility (CSR) turned out to be considered as an efficient marketing tool. However, the impact of CSR on loyalty is still uncultivated. The present paper investigates the influence of CSR activities on both loyalty constructs: attitudinal loyalty as well as behavioral loyalty. Based on a sample of 203 Lebanese students, results revealed a considerable effect of ethical, legal and philanthropy social responsibility on both attitudinal and behavioral loyalty. Conversely, the effect of economic responsibility on attitudinal and behavioral loyalty was insignificant.
{"title":"How CSR activities affect students attitudinal and behavioral loyalty in the Lebanese educational sector?","authors":"R. Mostafa","doi":"10.4018/ijcrmm.290416","DOIUrl":"https://doi.org/10.4018/ijcrmm.290416","url":null,"abstract":"The success of any organization is settled on its ability of initiating, sustaining, and retaining a good customer relationship based on loyalty. Corporate Social Responsibility (CSR) turned out to be considered as an efficient marketing tool. However, the impact of CSR on loyalty is still uncultivated. The present paper investigates the influence of CSR activities on both loyalty constructs: attitudinal loyalty as well as behavioral loyalty. Based on a sample of 203 Lebanese students, results revealed a considerable effect of ethical, legal and philanthropy social responsibility on both attitudinal and behavioral loyalty. Conversely, the effect of economic responsibility on attitudinal and behavioral loyalty was insignificant.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43252613","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}
This study aims to find out the factors affecting the Brand Image of Hotels applying a Unified Model of Customer-Based Brand Equity. Additionally, it tests the moderating effect of tourism management in the relationship between the determining factors and brand image of hotels. Responses were gathered from the customers of some selected Bangladeshi hotels in four and five-star category using a multi-stage sampling procedure. The Partial Least Square Structural Equation Modeling (PLS-SEM) was used to test the hypotheses of this study. Corporate social responsibility was found to be the most significant, followed by brand superiority, brand association, brand awareness and brand resonance. It was found that the relationship between brand superiority and brand image was moderated by tourism management; the relationship between brand resonance and brand image was also found to be moderated by tourism management. The findings of this study bear implications both in theoretical and practical aspects.
{"title":"Determinants of Hotels’ Brand Image A Unified Model of Customer-Based Brand Equity","authors":"","doi":"10.4018/ijcrmm.300834","DOIUrl":"https://doi.org/10.4018/ijcrmm.300834","url":null,"abstract":"This study aims to find out the factors affecting the Brand Image of Hotels applying a Unified Model of Customer-Based Brand Equity. Additionally, it tests the moderating effect of tourism management in the relationship between the determining factors and brand image of hotels. Responses were gathered from the customers of some selected Bangladeshi hotels in four and five-star category using a multi-stage sampling procedure. The Partial Least Square Structural Equation Modeling (PLS-SEM) was used to test the hypotheses of this study. Corporate social responsibility was found to be the most significant, followed by brand superiority, brand association, brand awareness and brand resonance. It was found that the relationship between brand superiority and brand image was moderated by tourism management; the relationship between brand resonance and brand image was also found to be moderated by tourism management. The findings of this study bear implications both in theoretical and practical aspects.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43354254","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}
This paper explores and inspects the effect of user-influencer congruence on social media platforms para-social relationships and consumer brand engagement (COBRA). In addition, the paper inspects the influence of para-social relationships on consumers brand in addition to the influence of social media platform type in moderating the effect of personality on para-social relationships and COBRA. A conceptual framework is developed to demonstrate the proposed relationships. Data was collected using online questionnaires, with 180 valid responses. The results suggest that user-influencer personality congruence is a salient predictor of para-social relationships and COBRA and that para-social relationship(s) have a substantial impact on customer brand engagement. Nevertheless, the results also indicated that social media platform type do not influence the relationship between congruity and para-social relationships or COBRA.
{"title":"Social Media User-Influencer Congruity","authors":"Nida Tafheem, H. El-Gohary, Rana Sobh","doi":"10.4018/ijcrmm.289213","DOIUrl":"https://doi.org/10.4018/ijcrmm.289213","url":null,"abstract":"This paper explores and inspects the effect of user-influencer congruence on social media platforms para-social relationships and consumer brand engagement (COBRA). In addition, the paper inspects the influence of para-social relationships on consumers brand in addition to the influence of social media platform type in moderating the effect of personality on para-social relationships and COBRA. A conceptual framework is developed to demonstrate the proposed relationships. Data was collected using online questionnaires, with 180 valid responses. The results suggest that user-influencer personality congruence is a salient predictor of para-social relationships and COBRA and that para-social relationship(s) have a substantial impact on customer brand engagement. Nevertheless, the results also indicated that social media platform type do not influence the relationship between congruity and para-social relationships or COBRA.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47663713","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 : 2022-01-01DOI: 10.4018/ijcrmm.2022010105
This study sheds light on the role of technological factors (i.e., perceived usefulness, perceived enjoyment, and compatibility), and knowledge sharing between teachers and students in predicting smart classroom adoption in the context of higher education in Saudi Arabia. We selected a sample of 285 instructors from 6 universities in Saudi Arabia. Structural equation modelling was utilised to analyse the data and test the suggested hypotheses. The results indicated that technological factors (i.e., perceived usefulness, perceived enjoyment, and compatibility) have a significant influence on intention to adopt smart classroom. Furthermore, knowledge sharing plays a significant role in predicting smart classroom adoption. The results offer meaningful implications for practice and theory.
{"title":"Understanding Factors Affecting Smart Classroom Adoption","authors":"","doi":"10.4018/ijcrmm.2022010105","DOIUrl":"https://doi.org/10.4018/ijcrmm.2022010105","url":null,"abstract":"This study sheds light on the role of technological factors (i.e., perceived usefulness, perceived enjoyment, and compatibility), and knowledge sharing between teachers and students in predicting smart classroom adoption in the context of higher education in Saudi Arabia. We selected a sample of 285 instructors from 6 universities in Saudi Arabia. Structural equation modelling was utilised to analyse the data and test the suggested hypotheses. The results indicated that technological factors (i.e., perceived usefulness, perceived enjoyment, and compatibility) have a significant influence on intention to adopt smart classroom. Furthermore, knowledge sharing plays a significant role in predicting smart classroom adoption. The results offer meaningful implications for practice and theory.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48929596","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}
The purpose of this study is to examine the effective use of interactive touch-screen technology by pilgrims and the umrah performers, during the Hajj and Umrah rituals. The study relied on a media survey methodology. A questionnaire was used as a tool to collect data. A total of 400 pilgrims and Umrah performers participated in the study. The study drew from the uses and gratifications approach. Results indicated that the bulk of pilgrims and the umrah performers are active and heavy users on using the interactive touch screens technology. Moreover, the findings confirmed that there is a strong correlation between the intensity of usage of touch-screen technology by pilgrims as well as Umrah performers, and their demographic variables. More importantly, the findings revealed that touch screens’ usage increased the spread of awareness, guidance, and information among pilgrims and Umrah performers about the Hajj and Umrah rituals.
{"title":"Patterns of Touch Screens Technology Use in Religious Tourism and Pilgrimage","authors":"O. Gazzaz","doi":"10.4018/ijcrmm.300830","DOIUrl":"https://doi.org/10.4018/ijcrmm.300830","url":null,"abstract":"The purpose of this study is to examine the effective use of interactive touch-screen technology by pilgrims and the umrah performers, during the Hajj and Umrah rituals. The study relied on a media survey methodology. A questionnaire was used as a tool to collect data. A total of 400 pilgrims and Umrah performers participated in the study. The study drew from the uses and gratifications approach. Results indicated that the bulk of pilgrims and the umrah performers are active and heavy users on using the interactive touch screens technology. Moreover, the findings confirmed that there is a strong correlation between the intensity of usage of touch-screen technology by pilgrims as well as Umrah performers, and their demographic variables. More importantly, the findings revealed that touch screens’ usage increased the spread of awareness, guidance, and information among pilgrims and Umrah performers about the Hajj and Umrah rituals.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49177275","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}
In the food sector, customer have been voting by their feet since ages. However, due to the technological changes clubbed with present COVID-19 pandemic, the trend has changed rapidly. Customers are confined to their home and technology has emerged as the only saviour. Increase in the number of downloads of food ordering app is an indication of both popularity of this app and helplessness of the present age customer. With restricted movement, they have these apps to either get the food delivered at their doorstep or take away with pre-orders. Hence, it becomes imperative for the app designer and food service provider to brainstorm and develop an app which can focus on the customer ease rather than forcing their design and interface to the customer. In this backdrop, the present study is a novel attempt which primarily focuses on the relationship between app quality and customer satisfaction.
{"title":"Customer Satisfaction and Loyalty for Online Food Services Provider in Jharkhand state -An Empirical Study","authors":"A. Sinha","doi":"10.4018/ijcrmm.289204","DOIUrl":"https://doi.org/10.4018/ijcrmm.289204","url":null,"abstract":"In the food sector, customer have been voting by their feet since ages. However, due to the technological changes clubbed with present COVID-19 pandemic, the trend has changed rapidly. Customers are confined to their home and technology has emerged as the only saviour. Increase in the number of downloads of food ordering app is an indication of both popularity of this app and helplessness of the present age customer. With restricted movement, they have these apps to either get the food delivered at their doorstep or take away with pre-orders. Hence, it becomes imperative for the app designer and food service provider to brainstorm and develop an app which can focus on the customer ease rather than forcing their design and interface to the customer. In this backdrop, the present study is a novel attempt which primarily focuses on the relationship between app quality and customer satisfaction.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43101022","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 : 2022-01-01DOI: 10.4018/ijcrmm.2022010104
This paper aims to investigate the relationship between entrepreneurial leadership (EL) and creativity in projects. Additionally, the study also examine the mediating effect of innovative work behavior (IWB) and the moderating role of entrepreneurial self-efficacy (ESE). Employing a questionnaire survey, the researcher collected 210 responses. Multiple regression were used to analyze the data. the results of the study demonstrates a positive relationship between EL and creativity in projects. Furthermore, IWB partially mediate the relationship between EL and creativity in projects. the results also suggest that ESE moderates the relationship between EL and IWB. Theoretical and practical implications of the current study were highlighted at the end of the paper.
{"title":"Entrepreneurial Leadership and Creativity in Projects","authors":"","doi":"10.4018/ijcrmm.2022010104","DOIUrl":"https://doi.org/10.4018/ijcrmm.2022010104","url":null,"abstract":"This paper aims to investigate the relationship between entrepreneurial leadership (EL) and creativity in projects. Additionally, the study also examine the mediating effect of innovative work behavior (IWB) and the moderating role of entrepreneurial self-efficacy (ESE). Employing a questionnaire survey, the researcher collected 210 responses. Multiple regression were used to analyze the data. the results of the study demonstrates a positive relationship between EL and creativity in projects. Furthermore, IWB partially mediate the relationship between EL and creativity in projects. the results also suggest that ESE moderates the relationship between EL and IWB. Theoretical and practical implications of the current study were highlighted at the end of the paper.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44124282","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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