Pub Date : 2020-07-01DOI: 10.4018/ijcrmm.2020070104
Inayat Ullah, R. Narain
In today's world of heightened competition and ever-growing demand of customers, the development of customer-centric and learning-oriented culture, mass customization capability (MCC), and effective implementation of customer relationship management (CRM) are important determinants of success, but the existing research has largely overlooked how these factors interact and affect firm performance (FP). To address the gap, the present study proposes and empirically examines a framework that relates CRM and organizational culture (OC) to MCC and FP. Based on the data collected through a questionnaire-based survey of Indian manufacturing organizations, the proposed framework and associated hypotheses are empirically examined by using structural equation modelling based on partial least squares (PLS-SEM). The results indicate that the extent of effort employed by the firms to implement CRM and development of learning-oriented OC positively affects FP. Furthermore, MCC and OC have significant indirect impact on the relationship between CRM and FP.
{"title":"The Impact of Customer Relationship Management and Organizational Culture on Mass Customization Capability and Firm Performance","authors":"Inayat Ullah, R. Narain","doi":"10.4018/ijcrmm.2020070104","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020070104","url":null,"abstract":"In today's world of heightened competition and ever-growing demand of customers, the development of customer-centric and learning-oriented culture, mass customization capability (MCC), and effective implementation of customer relationship management (CRM) are important determinants of success, but the existing research has largely overlooked how these factors interact and affect firm performance (FP). To address the gap, the present study proposes and empirically examines a framework that relates CRM and organizational culture (OC) to MCC and FP. Based on the data collected through a questionnaire-based survey of Indian manufacturing organizations, the proposed framework and associated hypotheses are empirically examined by using structural equation modelling based on partial least squares (PLS-SEM). The results indicate that the extent of effort employed by the firms to implement CRM and development of learning-oriented OC positively affects FP. Furthermore, MCC and OC have significant indirect impact on the relationship between CRM and FP.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2020-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020070104","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42000658","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 : 2020-04-01DOI: 10.4018/ijcrmm.2020040102
R. Katta, C. Patro
In recent years, the trend of online retailing has become one of the most imperative uses of technology with the development and ease of accessibility of the internet. The activity of online shopping is considered to be one of the significant aspects of online retailing and has been emerging as an essential part of consumers' lifestyle. Besides various advantages, consumers feel different types of perceived risks involved in online shopping. Therefore, it is crucial to identify the factors affecting consumers' perception of value. The present study empirically examines the influence of perceived advantages and risks on consumers' perceived value in online shopping environments. The results posit that perceived advantages and perceived risks have a positive significant influence on consumers' purchase intentions. Further, perceived advantages show a significant relationship with consumers' perceived risks. The findings afford practical implications for online retailers to frame necessary strategies in enhancing perceived value.
{"title":"Consumers' Perceived Value in Internet Shopping","authors":"R. Katta, C. Patro","doi":"10.4018/ijcrmm.2020040102","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020040102","url":null,"abstract":"In recent years, the trend of online retailing has become one of the most imperative uses of technology with the development and ease of accessibility of the internet. The activity of online shopping is considered to be one of the significant aspects of online retailing and has been emerging as an essential part of consumers' lifestyle. Besides various advantages, consumers feel different types of perceived risks involved in online shopping. Therefore, it is crucial to identify the factors affecting consumers' perception of value. The present study empirically examines the influence of perceived advantages and risks on consumers' perceived value in online shopping environments. The results posit that perceived advantages and perceived risks have a positive significant influence on consumers' purchase intentions. Further, perceived advantages show a significant relationship with consumers' perceived risks. The findings afford practical implications for online retailers to frame necessary strategies in enhancing perceived value.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020040102","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47371452","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 : 2020-04-01DOI: 10.4018/ijcrmm.2020040103
Ravi Dandotiya, Pranav Aggarwal, R. Gopal
This study uses disconfirmation theory to evaluate a theoretical model, which explains the relationship of four constructs of the food and beverage quality, namely freshness, taste, presentation, and temperature. In addition, the effect of price on satisfaction is also measured. Food quality has been considered the basic component of customer satisfaction in restaurants, but there are very few studies in railway-related food and beverage quality. The objective of the research is to study the effect of food, beverage quality and price on passenger satisfaction in Indian railways. This study also tries to investigate key attributes related to food and beverage quality, which are important in improving overall satisfaction. The results show that all the food and beverage quality attributes and price significantly affect passenger satisfaction. Subsequent regression analysis exhibits that taste followed by presentation were the most important factors in achieving passenger satisfaction. The managers can focus on the key food and beverage attributes, which brings out the passenger satisfaction.
{"title":"Impact of Food and Beverage Quality on Passenger Satisfaction in Indian Railways","authors":"Ravi Dandotiya, Pranav Aggarwal, R. Gopal","doi":"10.4018/ijcrmm.2020040103","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020040103","url":null,"abstract":"This study uses disconfirmation theory to evaluate a theoretical model, which explains the relationship of four constructs of the food and beverage quality, namely freshness, taste, presentation, and temperature. In addition, the effect of price on satisfaction is also measured. Food quality has been considered the basic component of customer satisfaction in restaurants, but there are very few studies in railway-related food and beverage quality. The objective of the research is to study the effect of food, beverage quality and price on passenger satisfaction in Indian railways. This study also tries to investigate key attributes related to food and beverage quality, which are important in improving overall satisfaction. The results show that all the food and beverage quality attributes and price significantly affect passenger satisfaction. Subsequent regression analysis exhibits that taste followed by presentation were the most important factors in achieving passenger satisfaction. The managers can focus on the key food and beverage attributes, which brings out the passenger satisfaction.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"37-52"},"PeriodicalIF":0.0,"publicationDate":"2020-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020040103","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47756118","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 : 2020-01-01DOI: 10.4018/ijcrmm.2020010103
Waseem Bahadur
Thisstudyexaminestheindirecteffectofemployeeempathyonserviceloyaltythroughtheintervening effect of trust in and satisfaction with service employees during service interactions. Data was obtainedthroughaself-administeredquestionnairefromuniversitystudents.410useableresponses wereusedtoperformdataanalysis.Confirmatoryfactoranalysis,structuralequationmodeling,and bootstrappingforindirecteffectswereconductedtotestthehypotheses.Theresultsshowasignificant impactofemployeeempathyontrustinserviceemployeeandsatisfactionwithserviceemployee duringcustomer-employeeinteractions.Also,satisfactionwithaserviceemployeeshowedasignificant effectonserviceloyaltyduringserviceinteractions.Thestudyenhancestheunderstandingofempathy withinbankingservicesduringinteractionsbetweenserviceemployeeandcustomer.Italsoprovides insightsforservicemanagersandfrontlineserviceemployeesonhowempathydevelopscustomer’s trustandsatisfactionwithaserviceemployee. KEyWoRDS Employee Empathy, Satisfaction With Service Employee, Service Loyalty, Trust in Service Employee
Thisstudyexaminestheindirecteffectofemployeeempathyonserviceloyaltythroughtheintervening在服务互动过程中对服务员工的信任和满意度的影响。>数据> was > obtainedthroughaself-administeredquestionnairefromuniversitystudents。410useableresponses wereusedtoperformdataanalysis。Confirmatoryfactoranalysis，structuralequationmodeling，and bootstrappingforindirecteffectswereconductedtotestthehypotheses。Theresultsshowasignificant impactofemployeeempathyontrustinserviceemployeeandsatisfactionwithserviceemployee duringcustomer-employeeinteractions。Also，satisfactionwithaserviceemployeeshowedasignificant effectonserviceloyaltyduringserviceinteractions。Thestudyenhancestheunderstandingofempathy withinbankingservicesduringinteractionsbetweenserviceemployeeandcustomer。Italsoprovides insightsforservicemanagersandfrontlineserviceemployeesonhowempathydevelopscustomer ' s trustandsatisfactionwithaserviceemployee。关键词:员工共情;服务员工满意度;服务忠诚
{"title":"Effect of Employee Empathy on Service Loyalty Through the Development of Trust in and Satisfaction With Service Employee During Service Interactions","authors":"Waseem Bahadur","doi":"10.4018/ijcrmm.2020010103","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020010103","url":null,"abstract":"Thisstudyexaminestheindirecteffectofemployeeempathyonserviceloyaltythroughtheintervening effect of trust in and satisfaction with service employees during service interactions. Data was obtainedthroughaself-administeredquestionnairefromuniversitystudents.410useableresponses wereusedtoperformdataanalysis.Confirmatoryfactoranalysis,structuralequationmodeling,and bootstrappingforindirecteffectswereconductedtotestthehypotheses.Theresultsshowasignificant impactofemployeeempathyontrustinserviceemployeeandsatisfactionwithserviceemployee duringcustomer-employeeinteractions.Also,satisfactionwithaserviceemployeeshowedasignificant effectonserviceloyaltyduringserviceinteractions.Thestudyenhancestheunderstandingofempathy withinbankingservicesduringinteractionsbetweenserviceemployeeandcustomer.Italsoprovides insightsforservicemanagersandfrontlineserviceemployeesonhowempathydevelopscustomer’s trustandsatisfactionwithaserviceemployee. KEyWoRDS Employee Empathy, Satisfaction With Service Employee, Service Loyalty, Trust in Service Employee","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"69 1","pages":"31-49"},"PeriodicalIF":0.0,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70454606","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 : 2020-01-01DOI: 10.4018/ijcrmm.2020010102
Youngkeun Choi
The focus of this study is how cross-channel integration increases trust and customer retention. By proposing the concepts of channel integration quality as different ways to perceive cross-channel integration, this study develops a model that explores the sub-factors of channel integration quality and the role of trust for consumer retention in omnichannel service. For this, this study surveys 352 consumers using omnichannel service in Korea and analyzes the data using AMOS 24. In the results, first, content consistency and process consistency as the sub-factors of channel integration quality increase trust. Second, trust increases customer retention. Finally, content consistency and process consistency increase consumer retention through trust. The findings contribute to research on customer retention by paying scholarly attention to cross-channel integration characterized by channel integration quality.
{"title":"A Study of the Influence of Cross-Channel Integration in Customer Retention","authors":"Youngkeun Choi","doi":"10.4018/ijcrmm.2020010102","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020010102","url":null,"abstract":"The focus of this study is how cross-channel integration increases trust and customer retention. By proposing the concepts of channel integration quality as different ways to perceive cross-channel integration, this study develops a model that explores the sub-factors of channel integration quality and the role of trust for consumer retention in omnichannel service. For this, this study surveys 352 consumers using omnichannel service in Korea and analyzes the data using AMOS 24. In the results, first, content consistency and process consistency as the sub-factors of channel integration quality increase trust. Second, trust increases customer retention. Finally, content consistency and process consistency increase consumer retention through trust. The findings contribute to research on customer retention by paying scholarly attention to cross-channel integration characterized by channel integration quality.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"19-30"},"PeriodicalIF":0.0,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020010102","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70454345","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 : 2020-01-01DOI: 10.4018/ijcrmm.2020010104
M. Yassin, S. Ali
This study explores the extent to which institutional pressures influence the adoption of environmental management accounting (EMA) within the Egyptian manufacturing companies through an institutional perspective that relies on the new institutional sociology theory. The study has conducted interviews with staff members in 18 Egyptian manufacturing companies (organizational level), and with other different actors (organizational-field level), influencing the adoption of EMA in Egyptian companies. The study finds that there is some influence of institutional pressures on EMA's adoption in Egyptian manufacturing companies. The study finds that coercive pressure has more influence on companies to adopt EMA than normative and mimetic pressures. The poor influence of Egyptian accounting professional associations and environmental institutions has weakened the impact of normative pressures. More investigation is needed regarding the political and socio-economic factors surrounding the adoption of EMA in Egyptian context through the multi-levels institutional perspective.
{"title":"Survival of New Institutional Sociology Theory","authors":"M. Yassin, S. Ali","doi":"10.4018/ijcrmm.2020010104","DOIUrl":"https://doi.org/10.4018/ijcrmm.2020010104","url":null,"abstract":"This study explores the extent to which institutional pressures influence the adoption of environmental management accounting (EMA) within the Egyptian manufacturing companies through an institutional perspective that relies on the new institutional sociology theory. The study has conducted interviews with staff members in 18 Egyptian manufacturing companies (organizational level), and with other different actors (organizational-field level), influencing the adoption of EMA in Egyptian companies. The study finds that there is some influence of institutional pressures on EMA's adoption in Egyptian manufacturing companies. The study finds that coercive pressure has more influence on companies to adopt EMA than normative and mimetic pressures. The poor influence of Egyptian accounting professional associations and environmental institutions has weakened the impact of normative pressures. More investigation is needed regarding the political and socio-economic factors surrounding the adoption of EMA in Egyptian context through the multi-levels institutional perspective.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"11 1","pages":"50-63"},"PeriodicalIF":0.0,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.4018/ijcrmm.2020010104","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"70454176","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 : 2019-10-01DOI: 10.4018/IJCRMM.2019100104
Youngkeun Choi
The focus of this study is how social commerce engages users and encourages them to purchase. By proposing the concepts of user engagement as different ways to provide deep and meaningful experience, this study develops a model that explores the antecedents of user engagement and its role in explaining a user to purchase in social commerce. For this, this study surveys 352 users using social commerce in Korea and analyzes the data using AMOS 24. In the results, first, social capital including bridging social capital and bonding social capital and interpersonal influences including normative influence and informational influence increases user engagement. Second, user engagement increases their purchase intention. Finally, bridging social capital and informational influence among the antecedents of user engagement increases users' purchase intention through their user engagement. The findings contribute to research on social commerce by paying scholarly attention to meaningful engagement characterized by user engagement.
{"title":"Determinants of User Engagement in Social Commerce","authors":"Youngkeun Choi","doi":"10.4018/IJCRMM.2019100104","DOIUrl":"https://doi.org/10.4018/IJCRMM.2019100104","url":null,"abstract":"The focus of this study is how social commerce engages users and encourages them to purchase. By proposing the concepts of user engagement as different ways to provide deep and meaningful experience, this study develops a model that explores the antecedents of user engagement and its role in explaining a user to purchase in social commerce. For this, this study surveys 352 users using social commerce in Korea and analyzes the data using AMOS 24. In the results, first, social capital including bridging social capital and bonding social capital and interpersonal influences including normative influence and informational influence increases user engagement. Second, user engagement increases their purchase intention. Finally, bridging social capital and informational influence among the antecedents of user engagement increases users' purchase intention through their user engagement. The findings contribute to research on social commerce by paying scholarly attention to meaningful engagement characterized by user engagement.","PeriodicalId":37127,"journal":{"name":"International Journal of Customer Relationship Marketing and Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2019-10-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41427680","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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