The aim of this paper was to investigate the impact of customer relationship management (CRM) dimensions on business sustainability in small and medium enterprises (SMEs). A quantitative research approach was employed for data collection and fulfilling the objective of this study. In particular, the data was gathered through a survey instrument from 183 employees of SMEs in Saudi Arabia. The obtained responses were analyzed using the partial least square approach (PLS-SEM). The outcomes showed that customer orientation and CRM organization have significant positive effects on business sustainability. The results also verified that CRM technology and knowledge management play important roles in affecting business sustainability. These findings confirm the importance of customer relationship management and its dimensions in enabling firms to sustain their businesses and thrive in today’s changing business environment.
{"title":"An Examination of Customer Relationship Management and Business Sustainability in Small and Medium Enterprises","authors":"J. Hanaysha","doi":"10.4018/ijcrmm.300832","DOIUrl":"https://doi.org/10.4018/ijcrmm.300832","url":null,"abstract":"The aim of this paper was to investigate the impact of customer relationship management (CRM) dimensions on business sustainability in small and medium enterprises (SMEs). A quantitative research approach was employed for data collection and fulfilling the objective of this study. In particular, the data was gathered through a survey instrument from 183 employees of SMEs in Saudi Arabia. The obtained responses were analyzed using the partial least square approach (PLS-SEM). The outcomes showed that customer orientation and CRM organization have significant positive effects on business sustainability. The results also verified that CRM technology and knowledge management play important roles in affecting business sustainability. These findings confirm the importance of customer relationship management and its dimensions in enabling firms to sustain their businesses and thrive in today’s changing 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":"42582865","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}
Football fans are consumers with special relationship with their favourite teams. Consumer-brand relationship is unique and ultimate in football context. However, the absence of these relationships is mainly due to a lack of communication and interaction. This research aims to investigate the impact of brand personality and fan personality on fan- brand relationships. Mixed methods were conducted that employed in-depth personal interviews with football professionals and fans to gain better insights regarding consumer-brand relationships and to develop a conceptual framework and research hypotheses. Then, a quantitative phase has been followed to test these hypotheses. 471 valid questionnaires were collected through a non-probability convenience sampling technique from Egyptian football fans. The findings have shown that brand personality and fan personality have a positive impact on each of interdependence, commitment, partner quality, self-connection, nostalgic attachment, intimacy as consumer-brand relationship dimensions in the football context.
{"title":"The Role of Brand and Fan Personalities in Building Fan-Brand Relationships","authors":"M. Mosaad, E. Abouaish, M. Elsharnouby","doi":"10.4018/ijcrmm.289212","DOIUrl":"https://doi.org/10.4018/ijcrmm.289212","url":null,"abstract":"Football fans are consumers with special relationship with their favourite teams. Consumer-brand relationship is unique and ultimate in football context. However, the absence of these relationships is mainly due to a lack of communication and interaction. This research aims to investigate the impact of brand personality and fan personality on fan- brand relationships. Mixed methods were conducted that employed in-depth personal interviews with football professionals and fans to gain better insights regarding consumer-brand relationships and to develop a conceptual framework and research hypotheses. Then, a quantitative phase has been followed to test these hypotheses. 471 valid questionnaires were collected through a non-probability convenience sampling technique from Egyptian football fans. The findings have shown that brand personality and fan personality have a positive impact on each of interdependence, commitment, partner quality, self-connection, nostalgic attachment, intimacy as consumer-brand relationship dimensions in the football context.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42007042","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 case study conducted to investigate the impact of a responsive leadership approach in meeting customers' needs in a higher education institution in the UAE during the COVID-19 pandemic. For this purpose, a mixed-method model has been used. The data has been collected from a convenient sample working and studying at Al Qasimia University Language Center, in fall 2020. This result indicates that the provided responsive leadership support during COVID-19 was effective and helped in motivating learners and customers to keep learning and making progress greater than what was shown before COVID-19, during the face-to-face teaching and physical assessment. Although the qualitative and quantitative results in this case study revealed a significant impact of responsive leadership approach on customers’ progress, there is still a need to conduct other researches to develop and validate a responsive leadership inventory to facilitate measuring of responsive leadership attributes in a large scale sample and/or population.
{"title":"The Role of Responsive Leadership in Meeting Customers' Needs during Crises","authors":"","doi":"10.4018/ijcrmm.289207","DOIUrl":"https://doi.org/10.4018/ijcrmm.289207","url":null,"abstract":"This case study conducted to investigate the impact of a responsive leadership approach in meeting customers' needs in a higher education institution in the UAE during the COVID-19 pandemic. For this purpose, a mixed-method model has been used. The data has been collected from a convenient sample working and studying at Al Qasimia University Language Center, in fall 2020. This result indicates that the provided responsive leadership support during COVID-19 was effective and helped in motivating learners and customers to keep learning and making progress greater than what was shown before COVID-19, during the face-to-face teaching and physical assessment. Although the qualitative and quantitative results in this case study revealed a significant impact of responsive leadership approach on customers’ progress, there is still a need to conduct other researches to develop and validate a responsive leadership inventory to facilitate measuring of responsive leadership attributes in a large scale sample and/or population.","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":"44092101","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 mediated moderating relationship of self-concept clarity, materialism, and social consumption motivation in the context of Covid-19 pandemic based on the terror management theory. The findings suggest that Malaysian consumers have high self-concept clarity about their materialistic orientation. This materialistic orientation may be of hedonistic-utilitarian nature that is internally directed for self-satisfaction and not exclusively directed externally in material consumption to portray an image to others. Furthermore, this study posits that cultural factors like collectivism and uncertainty avoidance delimits the applicability of terror management theory in Malaysia, suggesting that the development of the theory draw heavily from Western ideology of individualism not directly relevant in the Asian context. Finally, this study offers an understanding of the self-concept clarity from the Asian context, addressing the the appeal by Dunlop (2017) to investigate the construct of self-concept clarity particularly in non-Western context.
{"title":"Do Materialistic Consumers Buy More During the COVID-19 Pandemic?","authors":"Seong-Yuen Toh, Si Yuan, Ranita Kaur","doi":"10.4018/ijcrmm.289203","DOIUrl":"https://doi.org/10.4018/ijcrmm.289203","url":null,"abstract":"This study investigates the mediated moderating relationship of self-concept clarity, materialism, and social consumption motivation in the context of Covid-19 pandemic based on the terror management theory. The findings suggest that Malaysian consumers have high self-concept clarity about their materialistic orientation. This materialistic orientation may be of hedonistic-utilitarian nature that is internally directed for self-satisfaction and not exclusively directed externally in material consumption to portray an image to others. Furthermore, this study posits that cultural factors like collectivism and uncertainty avoidance delimits the applicability of terror management theory in Malaysia, suggesting that the development of the theory draw heavily from Western ideology of individualism not directly relevant in the Asian context. Finally, this study offers an understanding of the self-concept clarity from the Asian context, addressing the the appeal by Dunlop (2017) to investigate the construct of self-concept clarity particularly in non-Western context.","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":"46946205","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 has influenced customers' purchasing behavior, especially the acceptability of mobile payments based on quick response (QR) codes. Sustainability is key for retail to thrive. In this context, customer acceptance of QR code–enabled m-payments needs further improvement. This study examines the critical antecedents affecting QR code–enabled m-payments acceptance intention, with the aim of determining why customers must accept QR codes. The Mobile Technology Acceptance Model was modified, as we examined ease of use, usefulness, transaction convenience, transaction speed, attitudes, optimism, and personal innovativeness to investigate customers’ adoption of mobile shopping in grocery stores using questionnaire survey data of 351 respondents. Most constructs in the model influence shoppers’ intentions for accepting QR code–enabled m-payments. Consumers are more likely to use mobile shopping channels if the system is simple and easy to use. A validated model would be an invaluable guide for researchers during the creation and improvement of QR code–enabled m-payments studies.
{"title":"Examining retailing sustainability in the QR code–enabled mobile payments context during the COVID-19 pandemic","authors":"Hawazen Alamoudi","doi":"10.4018/ijcrmm.289210","DOIUrl":"https://doi.org/10.4018/ijcrmm.289210","url":null,"abstract":"The COVID-19 has influenced customers' purchasing behavior, especially the acceptability of mobile payments based on quick response (QR) codes. Sustainability is key for retail to thrive. In this context, customer acceptance of QR code–enabled m-payments needs further improvement. This study examines the critical antecedents affecting QR code–enabled m-payments acceptance intention, with the aim of determining why customers must accept QR codes. The Mobile Technology Acceptance Model was modified, as we examined ease of use, usefulness, transaction convenience, transaction speed, attitudes, optimism, and personal innovativeness to investigate customers’ adoption of mobile shopping in grocery stores using questionnaire survey data of 351 respondents. Most constructs in the model influence shoppers’ intentions for accepting QR code–enabled m-payments. Consumers are more likely to use mobile shopping channels if the system is simple and easy to use. A validated model would be an invaluable guide for researchers during the creation and improvement of QR code–enabled m-payments studies.","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":"48783843","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}
Drawing on three theories; uses and gratification, social identity, and reasoned action, this study investigates the moderating role of type of participation and the sport fanaticism between brand community identification (BCI) and oppositional brand loyalty (OBL). Moreover, it explores the influence of sports fanaticism on the type of participation. A convenience sample of 455 members from the online communities of the two most famous competing clubs in Egypt (Al-Ahly and Zamalek) was used ; the validity of the proposed model has been verified. To test the proposed hypotheses, partial least squares structural equation modeling (PLS-SEM) relying upon WarpPLS.7 was utilized. The findings indicated that sports fanaticism is more influential on posting engagement behavior than lurking engagement behavior. Moreover, BCI is a key enabler of OBL. Furthermore, the sport fanaticism does not moderate between BCI and OBL. Finally, BCI has stronger positive effect OBL among posters than lurkers in OBCs. Key academic and practical implications in sport industry are justified and clarified
{"title":"Lurk or De-Lurk?","authors":"Ali Ahmed Abdelkader","doi":"10.4018/ijcrmm.306656","DOIUrl":"https://doi.org/10.4018/ijcrmm.306656","url":null,"abstract":"Drawing on three theories; uses and gratification, social identity, and reasoned action, this study investigates the moderating role of type of participation and the sport fanaticism between brand community identification (BCI) and oppositional brand loyalty (OBL). Moreover, it explores the influence of sports fanaticism on the type of participation. A convenience sample of 455 members from the online communities of the two most famous competing clubs in Egypt (Al-Ahly and Zamalek) was used ; the validity of the proposed model has been verified. To test the proposed hypotheses, partial least squares structural equation modeling (PLS-SEM) relying upon WarpPLS.7 was utilized. The findings indicated that sports fanaticism is more influential on posting engagement behavior than lurking engagement behavior. Moreover, BCI is a key enabler of OBL. Furthermore, the sport fanaticism does not moderate between BCI and OBL. Finally, BCI has stronger positive effect OBL among posters than lurkers in OBCs. Key academic and practical implications in sport industry are justified and clarified","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":"44422402","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 quality of service delivery is considered one of the most important success indicators in the banking sector. Therefore, this research aims to investigate the impact of corporate social responsibility (CSR) on the SERVQUAL model in the retail banking sector, taking into account the serial mediation of customer satisfaction and affective commitment. A sample of 313 retail banking customers was employed for the final analysis. The authors validate a measurement model using structural equation modeling (SEM). The findings of this research suggest that corporate social responsibility (CSR) has a significant relationship with SERVQUAL dimensions. Furthermore, results showed potential effects of SERVQUAL dimensions on customer satisfaction and affective commitment. Consequently, corporate social responsibility (CSR) has a strong indirect association with attitudinal and behavioral loyalty. The theoretical contributions of these results for managerial practices are also discussed.
{"title":"Investigating CSR Practice And SERVQUAL Model For Customers’ Attitudinal And Behavioral Loyalty In Banking Context; A Sequential Mediation Model","authors":"Bilal Ahmad","doi":"10.4018/ijcrmm.300831","DOIUrl":"https://doi.org/10.4018/ijcrmm.300831","url":null,"abstract":"The quality of service delivery is considered one of the most important success indicators in the banking sector. Therefore, this research aims to investigate the impact of corporate social responsibility (CSR) on the SERVQUAL model in the retail banking sector, taking into account the serial mediation of customer satisfaction and affective commitment. A sample of 313 retail banking customers was employed for the final analysis. The authors validate a measurement model using structural equation modeling (SEM). The findings of this research suggest that corporate social responsibility (CSR) has a significant relationship with SERVQUAL dimensions. Furthermore, results showed potential effects of SERVQUAL dimensions on customer satisfaction and affective commitment. Consequently, corporate social responsibility (CSR) has a strong indirect association with attitudinal and behavioral loyalty. The theoretical contributions of these results for managerial practices are also discussed.","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":"42074008","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.2022010102
O. A. Hilal
Social media are being extensively used as a platform to conduct marketing and advertising activities (Shwetha et al., 2020). However, there is always a challenge in how organizations can figure out the results of social media marketing (Costa et al., 2018). Therefore, this study aimed to study the effect of social media marketing on brand loyalty among smartphone users in Egypt, moreover, to identify the effect of some demographics and psychographics on this relationship. A cluster sample consisting of 502 smartphone users have been surveyed using a questionnaire that has been designed and validated. Ex-Post Facto design was employed to achieve the research objectives. Multi group analysis and path analysis were employed to test research hypotheses. Results showed that social media marketing significantly affects brand loyalty, moreover, smartphone users’ age and education significantly affect this relationship. Finally, smartphone users’ psychographics significantly affected this relationship.
{"title":"A Moderation and Mediation Model of Social Media Marketing and Brand Loyalty Among Smartphone Users in Egypt","authors":"O. A. Hilal","doi":"10.4018/ijcrmm.2022010102","DOIUrl":"https://doi.org/10.4018/ijcrmm.2022010102","url":null,"abstract":"Social media are being extensively used as a platform to conduct marketing and advertising activities (Shwetha et al., 2020). However, there is always a challenge in how organizations can figure out the results of social media marketing (Costa et al., 2018). Therefore, this study aimed to study the effect of social media marketing on brand loyalty among smartphone users in Egypt, moreover, to identify the effect of some demographics and psychographics on this relationship. A cluster sample consisting of 502 smartphone users have been surveyed using a questionnaire that has been designed and validated. Ex-Post Facto design was employed to achieve the research objectives. Multi group analysis and path analysis were employed to test research hypotheses. Results showed that social media marketing significantly affects brand loyalty, moreover, smartphone users’ age and education significantly affect this relationship. Finally, smartphone users’ psychographics significantly affected this relationship.","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":"43365880","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}
With the increase risks associated to COVID-19 all over the world, many firms in different sectors have participated by providing immediate assistance to relief the pandemic’s negative effects, this paper explores the role of Egyptian private hospitals’ social responsibilities in comfort undesirable impacts of the COVID-19. Based on the collected data from 303 workers in private hospitals (doctors, nursing staff, and administrative staff), the results show that Egyptian private hospitals that are socially committed to their employees are likely to apply the activities of overcoming COVID-19 compared with those activities applied to their patients and the external parties (government, community, and the environment). This requires increasing private hospitals’ attention to their societal role towards patients and other external parties that deal with them.
{"title":"The Role of Social Responsibility of the Egyptian Private Hospitals in Overcoming the COVID-19 Pandemic","authors":"Nehal Mohammed Allam","doi":"10.4018/ijcrmm.307562","DOIUrl":"https://doi.org/10.4018/ijcrmm.307562","url":null,"abstract":"With the increase risks associated to COVID-19 all over the world, many firms in different sectors have participated by providing immediate assistance to relief the pandemic’s negative effects, this paper explores the role of Egyptian private hospitals’ social responsibilities in comfort undesirable impacts of the COVID-19. Based on the collected data from 303 workers in private hospitals (doctors, nursing staff, and administrative staff), the results show that Egyptian private hospitals that are socially committed to their employees are likely to apply the activities of overcoming COVID-19 compared with those activities applied to their patients and the external parties (government, community, and the environment). This requires increasing private hospitals’ attention to their societal role towards patients and other external parties that deal with them.","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":"43839121","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 developed an integrated model to examine the main factors affecting e-government services adoption in Saudi Arabia context. We extended the UTAUT model to explore factors affecting Saudi Arabia citizens to use e-government services. Data were collected from 1290 citizen and analysed using AMOS. The results indicated that all the variables of UTAUT model have a significant effect on intentions to use e-government services. The results also indicated that perceived awareness and self-efficacy have a significant effect on behavioural intentions. Moreover, religiosity moderates the link between perceived awareness, attitudes, self-efficacy, and behavioural intentions. Our study demonstrated the implications and future research directions.
{"title":"Understanding Factors Affecting E-Government Adoption in Saudi Arabia","authors":"Ahmed Saiedalameen M. Almamy","doi":"10.4018/ijcrmm.289209","DOIUrl":"https://doi.org/10.4018/ijcrmm.289209","url":null,"abstract":"This study developed an integrated model to examine the main factors affecting e-government services adoption in Saudi Arabia context. We extended the UTAUT model to explore factors affecting Saudi Arabia citizens to use e-government services. Data were collected from 1290 citizen and analysed using AMOS. The results indicated that all the variables of UTAUT model have a significant effect on intentions to use e-government services. The results also indicated that perceived awareness and self-efficacy have a significant effect on behavioural intentions. Moreover, religiosity moderates the link between perceived awareness, attitudes, self-efficacy, and behavioural intentions. Our study demonstrated the implications and future research directions.","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":"48456915","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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