Pub Date : 2018-11-30DOI: 10.1504/IJECRM.2018.096249
Daniel M. Quaye, I. Mensah, Aborampah Amoah-Mensah
The airline industry in Ghana has experienced some significant growth largely driven by the influx of local and foreign airline operators. In this paper, six CRM practices namely: complaint handling, trust, commitment, communication, competences and social bonds were identified and proposed as drivers of customer loyalty through satisfaction. 341 passengers of small airline carriers in Ghana were sampled for this research. SEM was used to analyse the filed data. While the paper found a partial mediation, trust and compliant handling are the two significant drivers of customer loyalty of which the latter is the strongest predictor of customer loyalty. The paper recommends that managers of small airlines carriers should be honest, provide reliable and quality services to boost trust and confidence of passengers. They must create strong social relation with passengers as a strategy to build trust and instil confidence in them. This paper has presented industry specific evidence for small airline carriers which is non-existent in academic literature.
{"title":"Customer relationship management practices affecting customer loyalty supporting small airline carriers in Ghana","authors":"Daniel M. Quaye, I. Mensah, Aborampah Amoah-Mensah","doi":"10.1504/IJECRM.2018.096249","DOIUrl":"https://doi.org/10.1504/IJECRM.2018.096249","url":null,"abstract":"The airline industry in Ghana has experienced some significant growth largely driven by the influx of local and foreign airline operators. In this paper, six CRM practices namely: complaint handling, trust, commitment, communication, competences and social bonds were identified and proposed as drivers of customer loyalty through satisfaction. 341 passengers of small airline carriers in Ghana were sampled for this research. SEM was used to analyse the filed data. While the paper found a partial mediation, trust and compliant handling are the two significant drivers of customer loyalty of which the latter is the strongest predictor of customer loyalty. The paper recommends that managers of small airlines carriers should be honest, provide reliable and quality services to boost trust and confidence of passengers. They must create strong social relation with passengers as a strategy to build trust and instil confidence in them. This paper has presented industry specific evidence for small airline carriers which is non-existent in academic literature.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"411"},"PeriodicalIF":0.0,"publicationDate":"2018-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/IJECRM.2018.096249","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45634269","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 : 2018-11-30DOI: 10.1504/IJECRM.2018.10017459
Melissa Clark, Scott Bacon
As the centre of academic life at a university, the university library plays an important role in how students perceive their relationship with the university. This study analyses the effect that participation in library social media has on student perception of relationship quality with the university. The hypotheses proposed in this study were found to be substantiated: following the library on social media is positively related to a student's perception of their relationship quality with the university; students interested in multiple library services are likely to report the perception of a higher quality relationship with the university.
{"title":"Utilising social media to improve relationship quality: the case of the university library","authors":"Melissa Clark, Scott Bacon","doi":"10.1504/IJECRM.2018.10017459","DOIUrl":"https://doi.org/10.1504/IJECRM.2018.10017459","url":null,"abstract":"As the centre of academic life at a university, the university library plays an important role in how students perceive their relationship with the university. This study analyses the effect that participation in library social media has on student perception of relationship quality with the university. The hypotheses proposed in this study were found to be substantiated: following the library on social media is positively related to a student's perception of their relationship quality with the university; students interested in multiple library services are likely to report the perception of a higher quality relationship with the university.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"384"},"PeriodicalIF":0.0,"publicationDate":"2018-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47102975","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 : 2018-11-30DOI: 10.1504/IJECRM.2018.10017457
W. John
Recently, CRM has been a buzzword among scholars and practitioners and has been studied quite extensively from different perspectives and with a variety of dimensions. It has been linked to a superior performance on one hand while as some evidence have revealed poor performance from CRM implementation and the question remains in what way CRM may provide superior business performance. Through a conceptual framework, the current study postulates CRM applications (CRMA) as is a measure of CRM functionality. Further, the study examines the possible positive link between the CRM functionality, i.e., the extent and variety of CRM software applications used in an organisation and the performance outcomes. The conceptual framework is tested using structural equation modelling (SEM). Further, the implications for theory and practice are presented.
{"title":"Modelling CRM applications and its impact on relationship outcomes: a B2B relationship perspective","authors":"W. John","doi":"10.1504/IJECRM.2018.10017457","DOIUrl":"https://doi.org/10.1504/IJECRM.2018.10017457","url":null,"abstract":"Recently, CRM has been a buzzword among scholars and practitioners and has been studied quite extensively from different perspectives and with a variety of dimensions. It has been linked to a superior performance on one hand while as some evidence have revealed poor performance from CRM implementation and the question remains in what way CRM may provide superior business performance. Through a conceptual framework, the current study postulates CRM applications (CRMA) as is a measure of CRM functionality. Further, the study examines the possible positive link between the CRM functionality, i.e., the extent and variety of CRM software applications used in an organisation and the performance outcomes. The conceptual framework is tested using structural equation modelling (SEM). Further, the implications for theory and practice are presented.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"347"},"PeriodicalIF":0.0,"publicationDate":"2018-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48669848","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 : 2018-11-30DOI: 10.1504/IJECRM.2018.10017454
Antonina Bauman
This study analyses trends in online trust research that reflect the online consumers' evaluation of website's trustworthiness and compares those trends to the Maslow's hierarchy of needs. Online trust research looks into how individuals establish trust in virtual reality in an attempt to build long-term customer relationships based on trust and loyalty. Maslow's hierarchy of needs describes the process of self-actualisation or realising one's own potential for growth. It appears that researchers study different aspects of online trust in a certain pattern. This paper applies findings from the context of motivational psychology to the new area of application - online trust in e-commerce by offering a parallel comparison between Maslow's hierarchy of needs and trends in online trust research. It offers suggestions on how to apply a spiral cycle of research to managing online relationships.
{"title":"Online consumer trust research and Maslow's hierarchy of needs","authors":"Antonina Bauman","doi":"10.1504/IJECRM.2018.10017454","DOIUrl":"https://doi.org/10.1504/IJECRM.2018.10017454","url":null,"abstract":"This study analyses trends in online trust research that reflect the online consumers' evaluation of website's trustworthiness and compares those trends to the Maslow's hierarchy of needs. Online trust research looks into how individuals establish trust in virtual reality in an attempt to build long-term customer relationships based on trust and loyalty. Maslow's hierarchy of needs describes the process of self-actualisation or realising one's own potential for growth. It appears that researchers study different aspects of online trust in a certain pattern. This paper applies findings from the context of motivational psychology to the new area of application - online trust in e-commerce by offering a parallel comparison between Maslow's hierarchy of needs and trends in online trust research. It offers suggestions on how to apply a spiral cycle of research to managing online relationships.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"315"},"PeriodicalIF":0.0,"publicationDate":"2018-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42867409","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 : 2018-11-30DOI: 10.1504/IJECRM.2018.10017456
M. Anshari, M. Almunawar
Managing public interest and opinion are challenging tasks for political party in high intense political competition. Customer relationship management (CRM)'s strategies provide an important source of tools and mechanism that politicians can utilise to manage and even engage them in political campaigning activities effectively. CRM with social media enabled has capacity to empower public to adopt a proactive role in political campaigns. This paper examines empirical evidence of the impact of CRM with social media enabled on the 2014 Indonesian presidential election by examining the candidates' level of engagement via social media and their CRM's strategies. This study builds on recent reviews of social networks concerning Indonesian elections. The study portrays the significant of social media and its impacts towards political activities. We employed a meta-analysis that most importantly linked papers and articles. We developed the analysis into the proposed model based on their CRM's strategies.
{"title":"Social customer relationship management, election and political campaign","authors":"M. Anshari, M. Almunawar","doi":"10.1504/IJECRM.2018.10017456","DOIUrl":"https://doi.org/10.1504/IJECRM.2018.10017456","url":null,"abstract":"Managing public interest and opinion are challenging tasks for political party in high intense political competition. Customer relationship management (CRM)'s strategies provide an important source of tools and mechanism that politicians can utilise to manage and even engage them in political campaigning activities effectively. CRM with social media enabled has capacity to empower public to adopt a proactive role in political campaigns. This paper examines empirical evidence of the impact of CRM with social media enabled on the 2014 Indonesian presidential election by examining the candidates' level of engagement via social media and their CRM's strategies. This study builds on recent reviews of social networks concerning Indonesian elections. The study portrays the significant of social media and its impacts towards political activities. We employed a meta-analysis that most importantly linked papers and articles. We developed the analysis into the proposed model based on their CRM's strategies.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"332"},"PeriodicalIF":0.0,"publicationDate":"2018-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43774593","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 : 2018-08-06DOI: 10.1504/ijecrm.2018.10014889
Jay Trivedi
The usage of influencer marketing is on the rise globally. Fashion and lifestyle industry is one of the top most sectors using influencer marketing strategy. However, fashion marketers are facing the conundrum of employing a fashion expert vis-a-vis an attractive celebrity as an influencer. This research attempts to provide a solution to this dilemma by measuring the comparative efficacy of these influencers. Descriptive research design was used to conduct the research. A well-structured questionnaire was administered to 369 respondents belonging to the Gen Y (born after 1980) cohort. The respondents followed celebrities and fashion experts on digital media platforms. Statistical tools like Cronbach's alpha, exploratory and confirmatory factor analysis and regression were used to arrive at scientific results. The results established that attractive celebrity influencers induced a higher impact on Gen Y vis-a-vis expert influencers.
{"title":"Measuring the comparative efficacy of an attractive celebrity influencer vis-à-vis an expert influencer - a fashion industry perspective","authors":"Jay Trivedi","doi":"10.1504/ijecrm.2018.10014889","DOIUrl":"https://doi.org/10.1504/ijecrm.2018.10014889","url":null,"abstract":"The usage of influencer marketing is on the rise globally. Fashion and lifestyle industry is one of the top most sectors using influencer marketing strategy. However, fashion marketers are facing the conundrum of employing a fashion expert vis-a-vis an attractive celebrity as an influencer. This research attempts to provide a solution to this dilemma by measuring the comparative efficacy of these influencers. Descriptive research design was used to conduct the research. A well-structured questionnaire was administered to 369 respondents belonging to the Gen Y (born after 1980) cohort. The respondents followed celebrities and fashion experts on digital media platforms. Statistical tools like Cronbach's alpha, exploratory and confirmatory factor analysis and regression were used to arrive at scientific results. The results established that attractive celebrity influencers induced a higher impact on Gen Y vis-a-vis expert influencers.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"256"},"PeriodicalIF":0.0,"publicationDate":"2018-08-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48700210","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 : 2018-08-06DOI: 10.1504/IJECRM.2018.10014869
S. M. A. K. Firouzabadi, M. Taghavifard, Seyed A. Sajjadi, Jahanyar Bamdad Soufi
Recognising the customers' behavioural patterns, clustering and providing services to them were assumed as one of the most important issues of banks. In this research, five specifications of customers included last referral time, number of transaction, deposit amount, loan amount and balance of loans deferred values during one year was extracted from bank database and customers were clustered by k-means algorithm. Then, a multi-objective model of allocation of bank services to each one of clusters was designed. The purpose of designed model was increasing the customers' satisfactions, cost reduction and risk reduction of services allocation. As this problem showed no optimum solution and each one of specifications of customers has a probability distribution function, the simulation was used for solving. To determine the solution close to the optimum value, annealing algorithm was used for making neighbour solutions and implementation model was implemented. The results showed significant improvement comparing to current status. In this study, Weka and R software was used for data mining, and arena software for optimisation and simulation.
{"title":"A multi-objective optimisation model for assignment of service to bank customers by using data mining and simulation","authors":"S. M. A. K. Firouzabadi, M. Taghavifard, Seyed A. Sajjadi, Jahanyar Bamdad Soufi","doi":"10.1504/IJECRM.2018.10014869","DOIUrl":"https://doi.org/10.1504/IJECRM.2018.10014869","url":null,"abstract":"Recognising the customers' behavioural patterns, clustering and providing services to them were assumed as one of the most important issues of banks. In this research, five specifications of customers included last referral time, number of transaction, deposit amount, loan amount and balance of loans deferred values during one year was extracted from bank database and customers were clustered by k-means algorithm. Then, a multi-objective model of allocation of bank services to each one of clusters was designed. The purpose of designed model was increasing the customers' satisfactions, cost reduction and risk reduction of services allocation. As this problem showed no optimum solution and each one of specifications of customers has a probability distribution function, the simulation was used for solving. To determine the solution close to the optimum value, annealing algorithm was used for making neighbour solutions and implementation model was implemented. The results showed significant improvement comparing to current status. In this study, Weka and R software was used for data mining, and arena software for optimisation and simulation.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"237"},"PeriodicalIF":0.0,"publicationDate":"2018-08-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42934596","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 : 2018-08-06DOI: 10.1504/IJECRM.2018.10014892
Pankaj M. Madhani
The banking, financial services and insurance (BFSI) sector has faced fierce competition and such competitive pressure forces BFSI sector firms to improve their business processes for better performances. It is against this backdrop that Lean Six Sigma (LSS) has emerged as a vital tool as it helps firms in building and strengthening customer relationships by delivering improved customer service at the lowest cost. LSS deployment in BFSI sector firms increases service efficiency and effectiveness which in turn enhances overall customer value provided by firms. This research focuses on LSS deployment in BFSI sector and provides various frameworks and models for synthesising and determining value creation for both customers and organisations.
{"title":"Lean Six Sigma deployment in BFSI sector: synthesising and developing customer value creation models","authors":"Pankaj M. Madhani","doi":"10.1504/IJECRM.2018.10014892","DOIUrl":"https://doi.org/10.1504/IJECRM.2018.10014892","url":null,"abstract":"The banking, financial services and insurance (BFSI) sector has faced fierce competition and such competitive pressure forces BFSI sector firms to improve their business processes for better performances. It is against this backdrop that Lean Six Sigma (LSS) has emerged as a vital tool as it helps firms in building and strengthening customer relationships by delivering improved customer service at the lowest cost. LSS deployment in BFSI sector firms increases service efficiency and effectiveness which in turn enhances overall customer value provided by firms. This research focuses on LSS deployment in BFSI sector and provides various frameworks and models for synthesising and determining value creation for both customers and organisations.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"272"},"PeriodicalIF":0.0,"publicationDate":"2018-08-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45530266","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 : 2018-08-06DOI: 10.1504/IJECRM.2018.10014855
S. Mackasare, Sanjit Roy Chowdhury
Online transactions have brought a new dimension to the buying and selling of goods and services. However, the impact of internet in India is constrained by many obstacles like limited availability of internet infrastructure, high costs of internet access and usage, lack of awareness, truncated digital literacy, narrow range of applications. The purpose of this paper is to assess factors that will affect the future usage of e-commerce by internet users across the country which was achieved by using a survey approach. The use of social media helped immensely to achieve the intended purpose. Data analysis was done by using SPSS. Results indicate that the internet users have the necessary knowhow of utilising the benefits of digital transactions. The paper also provides managerial implications for online companies with regard to improved security during transactions, designing convenient website layouts and building a value proposition in order retain online customers in the future.
{"title":"An empirical study of factors affecting customer loyalty in e-business: a predictive study in selected states of India","authors":"S. Mackasare, Sanjit Roy Chowdhury","doi":"10.1504/IJECRM.2018.10014855","DOIUrl":"https://doi.org/10.1504/IJECRM.2018.10014855","url":null,"abstract":"Online transactions have brought a new dimension to the buying and selling of goods and services. However, the impact of internet in India is constrained by many obstacles like limited availability of internet infrastructure, high costs of internet access and usage, lack of awareness, truncated digital literacy, narrow range of applications. The purpose of this paper is to assess factors that will affect the future usage of e-commerce by internet users across the country which was achieved by using a survey approach. The use of social media helped immensely to achieve the intended purpose. Data analysis was done by using SPSS. Results indicate that the internet users have the necessary knowhow of utilising the benefits of digital transactions. The paper also provides managerial implications for online companies with regard to improved security during transactions, designing convenient website layouts and building a value proposition in order retain online customers in the future.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"203"},"PeriodicalIF":0.0,"publicationDate":"2018-08-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41726417","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 : 2018-03-06DOI: 10.1504/IJECRM.2018.10011195
S. Zamani, A. Kazemi, A. Shahin, N. Keshtiaray
The aim of this study is to investigate the reasons behind different compositions of smartphone applications chosen to be used by smartphone users. In other words, this research is designed to unveil why different users utilise different portfolios of smartphone applications. For this purpose, a semi grounded theory (GT) approach has been carried out. After the emergence of the core category, more observations and informal interviews have been organised for the sake of saturating the categories and their relationships. Then, structural equation modelling (SEM) has been used to test the relationships among categories using analysis of moment structure (AMOS) software. Findings indicate that the four constructs emerged from the GT phase are mobile connectivity stance (MCS), expectable use, social applications usage and functional applications usage. The results revealed that social application usage affects functional application usage and is affected directly by MCS. Expectable usage strongly affects both social and functional applications usage. MCS has an indirect impact on functional application usage.
{"title":"Exploring the factors influencing smartphone applications usage: a mixed method study","authors":"S. Zamani, A. Kazemi, A. Shahin, N. Keshtiaray","doi":"10.1504/IJECRM.2018.10011195","DOIUrl":"https://doi.org/10.1504/IJECRM.2018.10011195","url":null,"abstract":"The aim of this study is to investigate the reasons behind different compositions of smartphone applications chosen to be used by smartphone users. In other words, this research is designed to unveil why different users utilise different portfolios of smartphone applications. For this purpose, a semi grounded theory (GT) approach has been carried out. After the emergence of the core category, more observations and informal interviews have been organised for the sake of saturating the categories and their relationships. Then, structural equation modelling (SEM) has been used to test the relationships among categories using analysis of moment structure (AMOS) software. Findings indicate that the four constructs emerged from the GT phase are mobile connectivity stance (MCS), expectable use, social applications usage and functional applications usage. The results revealed that social application usage affects functional application usage and is affected directly by MCS. Expectable usage strongly affects both social and functional applications usage. MCS has an indirect impact on functional application usage.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"105"},"PeriodicalIF":0.0,"publicationDate":"2018-03-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"43887825","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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