Pub Date : 2021-01-01DOI: 10.1504/IJECRM.2021.10038542
Pankaj M. Madhani
{"title":"Building a customer-focused culture with rewards alignment: a cross-sectional analysis","authors":"Pankaj M. Madhani","doi":"10.1504/IJECRM.2021.10038542","DOIUrl":"https://doi.org/10.1504/IJECRM.2021.10038542","url":null,"abstract":"","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748513","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 : 2021-01-01DOI: 10.1504/IJECRM.2021.10038543
S. M. Mirmehdi
{"title":"Examining the role of user experience with branded apps in continuance use intention","authors":"S. M. Mirmehdi","doi":"10.1504/IJECRM.2021.10038543","DOIUrl":"https://doi.org/10.1504/IJECRM.2021.10038543","url":null,"abstract":"","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748520","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 : 2021-01-01DOI: 10.1504/IJECRM.2021.10038537
M. Kabir, S. S. Huda, Sunny Saha
{"title":"Influence of eCRM on customer satisfaction and customer loyalty: a study on Bangladesh's fast food industry","authors":"M. Kabir, S. S. Huda, Sunny Saha","doi":"10.1504/IJECRM.2021.10038537","DOIUrl":"https://doi.org/10.1504/IJECRM.2021.10038537","url":null,"abstract":"","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2021-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748457","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 : 2020-09-16DOI: 10.1504/ijecrm.2020.10032129
Nitin Bansal
Training programme to employees of unorganised sector is a highly crucial component to enhance the acceptability of digital banking services. This study has focused on the analysis of impact of training programme of digital banking services to employees of unorganised sector and their acceptability of digital banking services in India. This study has administered the factor analysis to analyse the applicability and reliability of scale, i.e., training programme of digital banking services, before the stepwise method (forward selection) of multiple linear regression was used. Primary data has collected from the Delhi region with the help of questionnaires through a self administered approach. Stratified random sampling technique was used and total 412 useful schedules were considered for analysis of data using SPSS version 23. The results of the study show that there is a positive impact of training programme of digital banking services to the employees of unorganised sector, which enhances the usability and acceptance of digital banking services, and leads to the reduction in the banking cost to the employees of unorganised sector.
{"title":"The impact of training programme of digital banking services to employees of unorganised sector and their acceptability in India","authors":"Nitin Bansal","doi":"10.1504/ijecrm.2020.10032129","DOIUrl":"https://doi.org/10.1504/ijecrm.2020.10032129","url":null,"abstract":"Training programme to employees of unorganised sector is a highly crucial component to enhance the acceptability of digital banking services. This study has focused on the analysis of impact of training programme of digital banking services to employees of unorganised sector and their acceptability of digital banking services in India. This study has administered the factor analysis to analyse the applicability and reliability of scale, i.e., training programme of digital banking services, before the stepwise method (forward selection) of multiple linear regression was used. Primary data has collected from the Delhi region with the help of questionnaires through a self administered approach. Stratified random sampling technique was used and total 412 useful schedules were considered for analysis of data using SPSS version 23. The results of the study show that there is a positive impact of training programme of digital banking services to the employees of unorganised sector, which enhances the usability and acceptance of digital banking services, and leads to the reduction in the banking cost to the employees of unorganised sector.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2020-09-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44604079","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 : 2020-09-16DOI: 10.1504/ijecrm.2020.10032124
P. Kumari, Satinder Kumar
The aim of the paper has been to highlight a research gap based on review of literature published on customer satisfaction about complaint handling and service recovery in e-commerce from year 1996 to 2018. It identifies the e-search gap in existing literature, provides a categorization scheme and prepares the guidelines for future study. Existing studies have primarily focused on customer satisfaction with service recovery in different areas like hospitals, hotels and tourism sector but e-commerce remains untouched. Related with this mechanism most of studies have been carried out in different countries like Taiwan, Malaysia, and New York but little attention has been done in countries such as India and China to carry out the relationship of service recovery and complaint handling satisfaction in context of e-commerce. It will be great extensive source of information to the policy maker, and management that he wants to prepare the service recovery policy in e-commerce area.
{"title":"Future research direction for customer satisfaction in relation to complaint handling and service recovery in e-commerce","authors":"P. Kumari, Satinder Kumar","doi":"10.1504/ijecrm.2020.10032124","DOIUrl":"https://doi.org/10.1504/ijecrm.2020.10032124","url":null,"abstract":"The aim of the paper has been to highlight a research gap based on review of literature published on customer satisfaction about complaint handling and service recovery in e-commerce from year 1996 to 2018. It identifies the e-search gap in existing literature, provides a categorization scheme and prepares the guidelines for future study. Existing studies have primarily focused on customer satisfaction with service recovery in different areas like hospitals, hotels and tourism sector but e-commerce remains untouched. Related with this mechanism most of studies have been carried out in different countries like Taiwan, Malaysia, and New York but little attention has been done in countries such as India and China to carry out the relationship of service recovery and complaint handling satisfaction in context of e-commerce. It will be great extensive source of information to the policy maker, and management that he wants to prepare the service recovery policy in e-commerce area.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2020-09-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43750155","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 : 2020-09-16DOI: 10.1504/ijecrm.2020.10032126
S. Hong, M. Park
As markets and customers rapidly digitalise with technological advances, companies are responding by increasingly introducing marketing automation (MA). This study aims to support successful MA adoption and marketing transformation. To achieve this aim, we design an MA adoption model based on Kotter's eight-step model, and we study the dynamics of the MA adoption process by analysing Microsoft's MA adoption case. Based on the results of the analysis, we present an MA adoption model in eight stages. The MA adoption model proposes a step-by-step transformation in adopting MA and suggests that to ensure successful completion, MA should be adopted in conjunction with marketing transformation rather than remaining on the level of technology adoption. The MA adoption model presented in this study is expected to help managers understand the dynamics of MA adoption and, thus, help them to build an appropriate MA adoption strategy.
{"title":"Dynamics of marketing automation adoption for organisational marketing process transformation: the case of Microsoft","authors":"S. Hong, M. Park","doi":"10.1504/ijecrm.2020.10032126","DOIUrl":"https://doi.org/10.1504/ijecrm.2020.10032126","url":null,"abstract":"As markets and customers rapidly digitalise with technological advances, companies are responding by increasingly introducing marketing automation (MA). This study aims to support successful MA adoption and marketing transformation. To achieve this aim, we design an MA adoption model based on Kotter's eight-step model, and we study the dynamics of the MA adoption process by analysing Microsoft's MA adoption case. Based on the results of the analysis, we present an MA adoption model in eight stages. The MA adoption model proposes a step-by-step transformation in adopting MA and suggests that to ensure successful completion, MA should be adopted in conjunction with marketing transformation rather than remaining on the level of technology adoption. The MA adoption model presented in this study is expected to help managers understand the dynamics of MA adoption and, thus, help them to build an appropriate MA adoption strategy.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":" ","pages":""},"PeriodicalIF":0.0,"publicationDate":"2020-09-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49083340","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: 10.1504/IJECRM.2020.10035949
Chung-Lun Wei, Mei Ru Lin, K. Liao, Pin Xuan Huang, Ching Wang, L. Lin
{"title":"The effect of an online live streaming quiz on the continuous use of mobile e-commerce platforms: an expectation confirmation model perspective","authors":"Chung-Lun Wei, Mei Ru Lin, K. Liao, Pin Xuan Huang, Ching Wang, L. Lin","doi":"10.1504/IJECRM.2020.10035949","DOIUrl":"https://doi.org/10.1504/IJECRM.2020.10035949","url":null,"abstract":"","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748372","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: 10.1504/ijecrm.2020.10032130
Rajeshwari Malik
{"title":"To understand the life cycle and customer adoption of mobile apps in modern India","authors":"Rajeshwari Malik","doi":"10.1504/ijecrm.2020.10032130","DOIUrl":"https://doi.org/10.1504/ijecrm.2020.10032130","url":null,"abstract":"","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748332","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: 10.1504/IJECRM.2020.10035957
R. Bhardwaj, Pavleen Soni
{"title":"Examining the dynamics of customer adoption of retail loyalty programmes in India","authors":"R. Bhardwaj, Pavleen Soni","doi":"10.1504/IJECRM.2020.10035957","DOIUrl":"https://doi.org/10.1504/IJECRM.2020.10035957","url":null,"abstract":"","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2020-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748448","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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