This research aimed to examine the customer behavior in online shopping by measuring product characteristics, information sources, perceived risk, electronic Word-of-Mouth, suspicion and purchase decision with the moderation effect. The research data were collected using convenience sampling method. Respondents of 312 customers who conducted shopping online have been analysed, and research hypotheses were assessed by employing partial linear square structural equation modelling (PLS-SEM) and Hierarchy regression analysis. The study found that there is a relationship among different variables and perceived risk and suspicion moderates the relationship between information sources, electronic word-of-mouth and purchase decision. Since the issues of online shopping were still subject to further validation, this study provided an important reference for marketer to develop marketing strategies as well as the theoretical base for further empirical validation.
{"title":"How Perceived Risk and Suspicion Moderates the Relationship between Information Source, eWOM, and Purchasing Decision","authors":"","doi":"10.4018/ijcrmm.300833","DOIUrl":"https://doi.org/10.4018/ijcrmm.300833","url":null,"abstract":"This research aimed to examine the customer behavior in online shopping by measuring product characteristics, information sources, perceived risk, electronic Word-of-Mouth, suspicion and purchase decision with the moderation effect. The research data were collected using convenience sampling method. Respondents of 312 customers who conducted shopping online have been analysed, and research hypotheses were assessed by employing partial linear square structural equation modelling (PLS-SEM) and Hierarchy regression analysis. The study found that there is a relationship among different variables and perceived risk and suspicion moderates the relationship between information sources, electronic word-of-mouth and purchase decision. Since the issues of online shopping were still subject to further validation, this study provided an important reference for marketer to develop marketing strategies as well as the theoretical base for further empirical validation.","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":"49218749","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.2022010101
J. Hanaysha
The main objective of this paper is to test the linkages among customer relationship management (CRM) practices and organizational performance in Palestinian banking sector. This research relies on an online survey which was designed for gathering the data from several employees who serve in banking sector. A total of 223 responses were considered valid for data analysis using SPSS and partial least square approach (PLS-SEM). Overall, the findings verified that customer orientation and CRM organization have significant positive effects on organizational performance. The outcomes also confirmed that CRM technology and knowledge management play important roles in affecting organizational performance. These findings reveal that the current business environment requires organizations to continuously monitor and manage customer relationships effectively for achieving their long range objectives and responding to emerging challenges.
{"title":"An Exploration of the Effect of Customer Relationship Management on Organizational Performance in the Banking Sector","authors":"J. Hanaysha","doi":"10.4018/ijcrmm.2022010101","DOIUrl":"https://doi.org/10.4018/ijcrmm.2022010101","url":null,"abstract":"The main objective of this paper is to test the linkages among customer relationship management (CRM) practices and organizational performance in Palestinian banking sector. This research relies on an online survey which was designed for gathering the data from several employees who serve in banking sector. A total of 223 responses were considered valid for data analysis using SPSS and partial least square approach (PLS-SEM). Overall, the findings verified that customer orientation and CRM organization have significant positive effects on organizational performance. The outcomes also confirmed that CRM technology and knowledge management play important roles in affecting organizational performance. These findings reveal that the current business environment requires organizations to continuously monitor and manage customer relationships effectively for achieving their long range objectives and responding to emerging challenges.","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":"43144656","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 COVID-19 pandemic created a new reality for the educational sector in both formal and informal institutions. Educators in the UAE continued to offer classes and to communicate with their students virtually. Libraries, too, were able to continue to offer their educational services and provide free access to their digital environment for all ages around the public and private schools and universities. Technology has the potential to continue offering more advanced services to both universities and libraries. These services can be reimagined and introduced according to the new needs and demands after the pandemic and through business concepts. This paper explores the teachers’ and librarians’ perceptions on collaborating together within a common smart pedagogical approach, and the possibility it carries to improve the quality of their educational services. A case study was conducted in one of the library’s chain in the UAE to explore how smart technologies can promote productive collaboration between formal and informal education.
{"title":"Public Libraries in the Post-COVID-19 Era","authors":"Sara Al-Marzooqi, H. Abdelaziz","doi":"10.4018/ijcrmm.306247","DOIUrl":"https://doi.org/10.4018/ijcrmm.306247","url":null,"abstract":"The COVID-19 pandemic created a new reality for the educational sector in both formal and informal institutions. Educators in the UAE continued to offer classes and to communicate with their students virtually. Libraries, too, were able to continue to offer their educational services and provide free access to their digital environment for all ages around the public and private schools and universities. Technology has the potential to continue offering more advanced services to both universities and libraries. These services can be reimagined and introduced according to the new needs and demands after the pandemic and through business concepts. This paper explores the teachers’ and librarians’ perceptions on collaborating together within a common smart pedagogical approach, and the possibility it carries to improve the quality of their educational services. A case study was conducted in one of the library’s chain in the UAE to explore how smart technologies can promote productive collaboration between formal and informal education.","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":"45547077","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 implementation of Customer Relationship Management (CRM) has become increasingly important to scholars and practitioners over the last two decades. This study examined the relationships between user antecedents, CRM implementation, and customer outcomes. Its aims were to identify CRM user antecedents, explore the impact of these antecedents on CRM implementation, and examine the connection between CRM implementation and customer outcomes: loyalty, retention, and satisfaction. A quantitative method was employed consisting of a structured questionnaire. A total of 290 completed questionnaires were returned and analyzed with structural equation modelling techniques. The results indicated there were significant positive relationships between four out of five antecedents and CRM implementation; however, an impact of user involvement was not supported by the data. CRM implementation was also found to positively affect all three customer’s outcomes: loyalty, retention, and satisfaction. These findings are of practical and theoretical value to practitioners, customers, and policy makers
{"title":"User Antecedents, CRM Implementation, and Impact on Customer Outcomes in the Jordanian Service Industry","authors":"M. Abbad, I. Magboul, F. Jaber, Wasfi Alrawabdeh","doi":"10.4018/ijcrmm.289208","DOIUrl":"https://doi.org/10.4018/ijcrmm.289208","url":null,"abstract":"The implementation of Customer Relationship Management (CRM) has become increasingly important to scholars and practitioners over the last two decades. This study examined the relationships between user antecedents, CRM implementation, and customer outcomes. Its aims were to identify CRM user antecedents, explore the impact of these antecedents on CRM implementation, and examine the connection between CRM implementation and customer outcomes: loyalty, retention, and satisfaction. A quantitative method was employed consisting of a structured questionnaire. A total of 290 completed questionnaires were returned and analyzed with structural equation modelling techniques. The results indicated there were significant positive relationships between four out of five antecedents and CRM implementation; however, an impact of user involvement was not supported by the data. CRM implementation was also found to positively affect all three customer’s outcomes: loyalty, retention, and satisfaction. These findings are of practical and theoretical value to practitioners, customers, and policy makers","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":"47320955","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.2022010109
M. Alzaidi
Rapid advances in mobile technologies and innovations have made mobile banking progressively significant in mobile business and monetary administrations. Our study used TAM and perceived risk as a theoretical base to develop a conceptual model that can explain the main factors affecting users intentions to adopt mobile banking in Saudi Arabia context. SEM/AMOS techniques were used to analyse the data collected from mobile banking users. the results indicated that perceived relative advantages, perceived ease of use, perceived compatibility have a significant positive effect on attitude towards mobile banking adoption, while perceived risk has a negative effect on intention to adopt. Furthermore, attitude has a significant influence on intentions to adopt mobile banking. The study offers meaningful implications to theory and practice.
{"title":"Exploring the determinants of mobile banking adoption in the context of Saudi Arabia.","authors":"M. Alzaidi","doi":"10.4018/ijcrmm.2022010109","DOIUrl":"https://doi.org/10.4018/ijcrmm.2022010109","url":null,"abstract":"Rapid advances in mobile technologies and innovations have made mobile banking progressively significant in mobile business and monetary administrations. Our study used TAM and perceived risk as a theoretical base to develop a conceptual model that can explain the main factors affecting users intentions to adopt mobile banking in Saudi Arabia context. SEM/AMOS techniques were used to analyse the data collected from mobile banking users. the results indicated that perceived relative advantages, perceived ease of use, perceived compatibility have a significant positive effect on attitude towards mobile banking adoption, while perceived risk has a negative effect on intention to adopt. Furthermore, attitude has a significant influence on intentions to adopt mobile banking. The study offers meaningful implications to theory and practice.","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":"48816979","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.2022010103
Sameh Abd-elMaksoud
Although there are a growing body of studies on the influence of job embeddedness on turnover intention, few researches have been conducted on the drivers and outcomes of job embeddedness. Thus, this paper seeks to examine the drivers and outcomes of job embeddedness in the Egyptian hotels context. Data were collected from employees in the Egyptian hotels. Structural equation modelling was used to analyse the data. The results indicated that organisational support, employee advocacy, organisational rewards, and procedural justice are key drivers of job embeddedness. Furthermore, job embeddedness is related to organisational commitment and turnover intention. This study provides implications for the hospitality industry.
{"title":"Antecedents and Consequences of Job Embeddedness in the Egyptian Hospitality Context","authors":"Sameh Abd-elMaksoud","doi":"10.4018/ijcrmm.2022010103","DOIUrl":"https://doi.org/10.4018/ijcrmm.2022010103","url":null,"abstract":"Although there are a growing body of studies on the influence of job embeddedness on turnover intention, few researches have been conducted on the drivers and outcomes of job embeddedness. Thus, this paper seeks to examine the drivers and outcomes of job embeddedness in the Egyptian hotels context. Data were collected from employees in the Egyptian hotels. Structural equation modelling was used to analyse the data. The results indicated that organisational support, employee advocacy, organisational rewards, and procedural justice are key drivers of job embeddedness. Furthermore, job embeddedness is related to organisational commitment and turnover intention. This study provides implications for the hospitality industry.","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":"48611496","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}
Dinh Toan Nguyen, Khanh Van Bach, Khanh Linh Bui, N. M. Tran, Hoang Ngan Le
This study was conducted to investigate the relationship between corporate social responsibility and customers’ loyalty. The study first reviewed previous research and developed hypotheses related to the research survey data sets collected through qualitative research with questionaires answered by 386 consumers of Grab holding inc, Data were collected via internet questionnaires. Structural Equation modeling (SEM) was used to test the study hypotheses. The findings from the study indicated that customer and envirnment oriented CSR had a significant positive effect on behavioral loyalty and attitude loyalty. Employees and community oriented CSR had a significant positive effect behavioral loyalty, while the attitude loyalty had a significant positive effect behavioral loyalty. Based on the study’s empirical analysis, some implications were proposed to help enterprises on how to CSR activities in order for them to enhance their customer’s loyalty.
{"title":"The Relationship Between Corporate Social Responsibility and Customer Loyalty","authors":"Dinh Toan Nguyen, Khanh Van Bach, Khanh Linh Bui, N. M. Tran, Hoang Ngan Le","doi":"10.4018/ijcrmm.304909","DOIUrl":"https://doi.org/10.4018/ijcrmm.304909","url":null,"abstract":"This study was conducted to investigate the relationship between corporate social responsibility and customers’ loyalty. The study first reviewed previous research and developed hypotheses related to the research survey data sets collected through qualitative research with questionaires answered by 386 consumers of Grab holding inc, Data were collected via internet questionnaires. Structural Equation modeling (SEM) was used to test the study hypotheses. The findings from the study indicated that customer and envirnment oriented CSR had a significant positive effect on behavioral loyalty and attitude loyalty. Employees and community oriented CSR had a significant positive effect behavioral loyalty, while the attitude loyalty had a significant positive effect behavioral loyalty. Based on the study’s empirical analysis, some implications were proposed to help enterprises on how to CSR activities in order for them to enhance their customer’s loyalty.","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":"46858003","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 investigates the antecedents and consequences of trust in e-government websites in Saudi Arabia. FSQCA and Structural equation modelling were used to analyse data collected from 504 participants. The findings indicate that our unified framework possesses some predictive ability regarding citizens' intentions to use e-government services, which was superior to existing theories. The findings indicate that (1) there is no sole factor that sufficiently motivates citizens to use e-government services; (2) three distinct settings of citizens' intention drivers are probable to lead in a significant level of citizens intending to use e-government services; and (3) Uncertainty avoidance has a moderating effect on citizens’, intention to use e-government services. The theoretical and practical implications were demonstrated.
{"title":"A Mixed-Method Approach to Examining the Drivers and Outcomes of Citizens Trust towards e-government","authors":"Ahmed Saiedalameen M. Almamy","doi":"10.4018/ijcrmm.289211","DOIUrl":"https://doi.org/10.4018/ijcrmm.289211","url":null,"abstract":"This study investigates the antecedents and consequences of trust in e-government websites in Saudi Arabia. FSQCA and Structural equation modelling were used to analyse data collected from 504 participants. The findings indicate that our unified framework possesses some predictive ability regarding citizens' intentions to use e-government services, which was superior to existing theories. The findings indicate that (1) there is no sole factor that sufficiently motivates citizens to use e-government services; (2) three distinct settings of citizens' intention drivers are probable to lead in a significant level of citizens intending to use e-government services; and (3) Uncertainty avoidance has a moderating effect on citizens’, intention to use e-government services. The theoretical and practical implications were demonstrated.","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":"44638378","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.2022010106
Reham Shawky Ebrahim
The actual behavioural engagement of consumers with social media brand-related content is measured by three activities; consumption, contribution and creation. This type of engagement is considered the true practical indicator of the success of brand presence on social media. The study aims to uncover the drivers of consumer behavioural engagement identified by the key characteristics of social media context. Accordingly, quality dimensions and perceived usefulness of the brand hosting media channel are adopted from the IT use and acceptance models. Data is collected using self-administrated questionnaire from a sample of 366 respondents in the UK. Structural Equation Modeling-V.26 was used to analyse the data. The results support the significant role of cognitive absorption in explaining how perceptions of social media quality dimensions are shaped to motivate consumer engagement behaviour. The findings enrich the extant literature of consumer engagement; additionally, several practical insights can be drawn related to the design of social media marketing strategy.
{"title":"Studying the Drivers of Consumer Behavioural Engagement With Social Media Brand-Related Content","authors":"Reham Shawky Ebrahim","doi":"10.4018/ijcrmm.2022010106","DOIUrl":"https://doi.org/10.4018/ijcrmm.2022010106","url":null,"abstract":"The actual behavioural engagement of consumers with social media brand-related content is measured by three activities; consumption, contribution and creation. This type of engagement is considered the true practical indicator of the success of brand presence on social media. The study aims to uncover the drivers of consumer behavioural engagement identified by the key characteristics of social media context. Accordingly, quality dimensions and perceived usefulness of the brand hosting media channel are adopted from the IT use and acceptance models. Data is collected using self-administrated questionnaire from a sample of 366 respondents in the UK. Structural Equation Modeling-V.26 was used to analyse the data. The results support the significant role of cognitive absorption in explaining how perceptions of social media quality dimensions are shaped to motivate consumer engagement behaviour. The findings enrich the extant literature of consumer engagement; additionally, several practical insights can be drawn related to the design of social media marketing strategy.","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":"42266035","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}
Ability to easily search and then compare items is an advantage that online platforms have over bricks and mortar formats. In such an intensely competitive airline market, this paper investigates if this exploration experience satisfies the traveler during air ticket booking, by applying the stimulus organism response model. An empirical study is used to test the proposed model by applying the structural equation modeling and interaction effects. The model describes the extent by which traveler’s repurchase intention is influenced by four important factors – search and compare assortment satisfaction, social influence and overall satisfaction. The paper extends the satisfaction to online repatronage intention and customer loyalty. This empirical study also establishes that the relationships are moderated due to civil status and ticketing number of platforms used by the customers.
{"title":"Search and Compare drives Satisfaction - Virtues of online ticketing for air travelers","authors":"Pranay Verma","doi":"10.4018/ijcrmm.290417","DOIUrl":"https://doi.org/10.4018/ijcrmm.290417","url":null,"abstract":"Ability to easily search and then compare items is an advantage that online platforms have over bricks and mortar formats. In such an intensely competitive airline market, this paper investigates if this exploration experience satisfies the traveler during air ticket booking, by applying the stimulus organism response model. An empirical study is used to test the proposed model by applying the structural equation modeling and interaction effects. The model describes the extent by which traveler’s repurchase intention is influenced by four important factors – search and compare assortment satisfaction, social influence and overall satisfaction. The paper extends the satisfaction to online repatronage intention and customer loyalty. This empirical study also establishes that the relationships are moderated due to civil status and ticketing number of platforms used by the customers.","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":"48568529","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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