Pub Date : 2016-09-29DOI: 10.1504/IJECRM.2016.079382
D. Theoharis, Antonios Katavelos, Vasiliki Tsekouropoulou, Eleni Tegkelidou
The purpose of the current study was to investigate the impact of job satisfaction, motivation and leadership type on the performance of Greek Lifelong Learning Trainers and particularly the relationship between motivation and job satisfaction; the relationship between motivation, job satisfaction, leadership and performance; and the relationship between motivation and job satisfaction and performance and the demographic characteristics of the trainers. The research sample consisted of 112 Lifelong Learning Trainers. The research results among others indicate that the higher the motivation the higher the job satisfaction of Lifelong Learning Trainers. Moreover, regarding the existence of a relationship between job satisfaction, motivation, leadership and performance, it was found that there are positive relationships among the three factors and the performance of the trainer. Specifically, the higher the levels of job satisfaction, motivation and leadership, the higher the performance of the trainers.
{"title":"The impact of leadership type, employee motivation and job satisfaction on the performance of Greek Lifelong Learning Training","authors":"D. Theoharis, Antonios Katavelos, Vasiliki Tsekouropoulou, Eleni Tegkelidou","doi":"10.1504/IJECRM.2016.079382","DOIUrl":"https://doi.org/10.1504/IJECRM.2016.079382","url":null,"abstract":"The purpose of the current study was to investigate the impact of job satisfaction, motivation and leadership type on the performance of Greek Lifelong Learning Trainers and particularly the relationship between motivation and job satisfaction; the relationship between motivation, job satisfaction, leadership and performance; and the relationship between motivation and job satisfaction and performance and the demographic characteristics of the trainers. The research sample consisted of 112 Lifelong Learning Trainers. The research results among others indicate that the higher the motivation the higher the job satisfaction of Lifelong Learning Trainers. Moreover, regarding the existence of a relationship between job satisfaction, motivation, leadership and performance, it was found that there are positive relationships among the three factors and the performance of the trainer. Specifically, the higher the levels of job satisfaction, motivation and leadership, the higher the performance of the trainers.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"10 1","pages":"39"},"PeriodicalIF":0.0,"publicationDate":"2016-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/IJECRM.2016.079382","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748259","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 : 2016-09-29DOI: 10.1504/IJECRM.2016.079380
Thanh-Binh Phung
Knowledge sharing continues to be an important research topic because it is a prerequisite to good customer relationship management (CRM). Knowledge sharing will lead to higher profitability through increasing CRM capability. This idea seems to have been ignored by other researchers. Previous research has focused on individuals' belief, attitudes, and behaviours that affect knowledge sharing and CRM but had paid little attention to the fact that technology is a mechanism that fosters knowledge sharing and hence increases CRM profitability. Applying the technology acceptance model (TAM) and Delone and McLean (D&M), the article presents a synthesis framework linking technology characteristics, beliefs of users, knowledge sharing, CRM capabilities, and profitability. We test the framework thorough the Structural Equation Modelling (SEM) approach. The data consist of 325 questionnaires for the banking industry in Vietnam. The study reveals that technology characteristics have a significant impact on knowledge sharing but not on CRM. Moreover, the research found that knowledge sharing contributes to improving CRM capability and profitability.
知识共享一直是一个重要的研究课题，因为它是良好客户关系管理(CRM)的先决条件。知识共享将通过提高CRM能力带来更高的盈利能力。这一观点似乎被其他研究人员所忽视。以往的研究主要关注个人的信念、态度和行为对知识共享和客户关系管理的影响，但很少注意到技术是一种促进知识共享从而提高客户关系管理盈利能力的机制。运用技术接受模型(TAM)和Delone and McLean (D&M)，本文提出了一个综合框架，将技术特征、用户信念、知识共享、客户关系管理能力和盈利能力联系起来。我们通过结构方程建模(SEM)方法测试了该框架。数据包括对越南银行业的325份调查问卷。研究发现，技术特征对知识共享有显著影响，但对客户关系管理没有显著影响。此外，研究发现，知识共享有助于提高CRM能力和盈利能力。
{"title":"The relationships among information systems, knowledge sharing, and customer relationship management in banking industry","authors":"Thanh-Binh Phung","doi":"10.1504/IJECRM.2016.079380","DOIUrl":"https://doi.org/10.1504/IJECRM.2016.079380","url":null,"abstract":"Knowledge sharing continues to be an important research topic because it is a prerequisite to good customer relationship management (CRM). Knowledge sharing will lead to higher profitability through increasing CRM capability. This idea seems to have been ignored by other researchers. Previous research has focused on individuals' belief, attitudes, and behaviours that affect knowledge sharing and CRM but had paid little attention to the fact that technology is a mechanism that fosters knowledge sharing and hence increases CRM profitability. Applying the technology acceptance model (TAM) and Delone and McLean (D&M), the article presents a synthesis framework linking technology characteristics, beliefs of users, knowledge sharing, CRM capabilities, and profitability. We test the framework thorough the Structural Equation Modelling (SEM) approach. The data consist of 325 questionnaires for the banking industry in Vietnam. The study reveals that technology characteristics have a significant impact on knowledge sharing but not on CRM. Moreover, the research found that knowledge sharing contributes to improving CRM capability and profitability.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"10 1","pages":"65"},"PeriodicalIF":0.0,"publicationDate":"2016-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/IJECRM.2016.079380","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748220","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}
Sustainable development and green marketing are two terms that dominate in the modern era. The aim of this paper is to examine how green marketing can contribute as a strategic tool to the sustainable development of less favoured areas, focusing on women's agro-tourism cooperatives and their impact on local and national level. Women's agro-tourism cooperatives, whose number has considerably increased in Greece in the past 20 years, are a perfect example for the application of green economy. Despite certain obstacles, they fulfil the principles of sustainable development, taking under consideration the three pillars of sustainability: economic growth, environmental protection and social equity. The future of women's cooperatives in Greece is very promising; the vast majority has already survived the economic crisis and there is room for further improvement regarding product, price, place and promotion.
{"title":"Green marketing as a strategic tool for the sustainable development of less favoured areas of Greece: women's agro-tourism cooperatives","authors":"Stefanos Tsiaras, Eleni Triantafillidou, Effimia Katsanika","doi":"10.1504/IJECRM.2016.079376","DOIUrl":"https://doi.org/10.1504/IJECRM.2016.079376","url":null,"abstract":"Sustainable development and green marketing are two terms that dominate in the modern era. The aim of this paper is to examine how green marketing can contribute as a strategic tool to the sustainable development of less favoured areas, focusing on women's agro-tourism cooperatives and their impact on local and national level. Women's agro-tourism cooperatives, whose number has considerably increased in Greece in the past 20 years, are a perfect example for the application of green economy. Despite certain obstacles, they fulfil the principles of sustainable development, taking under consideration the three pillars of sustainability: economic growth, environmental protection and social equity. The future of women's cooperatives in Greece is very promising; the vast majority has already survived the economic crisis and there is room for further improvement regarding product, price, place and promotion.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"10 1","pages":"54"},"PeriodicalIF":0.0,"publicationDate":"2016-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/IJECRM.2016.079376","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748197","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 : 2016-09-29DOI: 10.1504/IJECRM.2016.079377
Andrianna Armira, Eleni Armira, Dimitris Drosos, M. Skordoulis, M. Chalikias
An issue that often engages researchers in recent years is the study of consumer behaviour. Due to the economic crisis in Greece, consumers' preferences and habits are constantly changing. More specifically, with regard to alcohol drinks, consumers tend to decrease alcohol drinks consumption. The alcohol drinks is a highly growing sector of the Greek economy, as there are too many firms operating in the field of imported and domestic products. As time goes by, competition intensifies more and more due to the entry of new brands in the market. There is a wide variety of products, so that even the most 'demanding' consumers can satisfy their preferences. The purpose of this paper is to analyse Greek millennials behaviour towards alcohol drinks. The research tool is a questionnaire distributed to Greek millennial consumers in the area of Athens. The main conclusions drawn from the survey is that Greek millennials despite the economic crisis which has led to a decrease in purchases, they tend to consume alcohol drinks about 1-2 times a week. Therefore, this tendency shows that the evolution of the alcohol drinks industry is possible.
{"title":"Determinants of consumers' behaviour toward alcohol drinks: the case of Greek millennials","authors":"Andrianna Armira, Eleni Armira, Dimitris Drosos, M. Skordoulis, M. Chalikias","doi":"10.1504/IJECRM.2016.079377","DOIUrl":"https://doi.org/10.1504/IJECRM.2016.079377","url":null,"abstract":"An issue that often engages researchers in recent years is the study of consumer behaviour. Due to the economic crisis in Greece, consumers' preferences and habits are constantly changing. More specifically, with regard to alcohol drinks, consumers tend to decrease alcohol drinks consumption. The alcohol drinks is a highly growing sector of the Greek economy, as there are too many firms operating in the field of imported and domestic products. As time goes by, competition intensifies more and more due to the entry of new brands in the market. There is a wide variety of products, so that even the most 'demanding' consumers can satisfy their preferences. The purpose of this paper is to analyse Greek millennials behaviour towards alcohol drinks. The research tool is a questionnaire distributed to Greek millennial consumers in the area of Athens. The main conclusions drawn from the survey is that Greek millennials despite the economic crisis which has led to a decrease in purchases, they tend to consume alcohol drinks about 1-2 times a week. Therefore, this tendency shows that the evolution of the alcohol drinks industry is possible.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"10 1","pages":"14"},"PeriodicalIF":0.0,"publicationDate":"2016-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/IJECRM.2016.079377","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748209","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 : 2016-09-29DOI: 10.1504/IJECRM.2016.079375
Eleni Rouva, P. Lalou, M. Skordoulis, M. Chalikias
The aim of the present study is to focus on the evaluation of viral marketing as a means of promoting goods and services within the Greek consumer market. The study focuses on consumer attitudes and reactions towards viral marketing practices in order to contribute to a better understanding of consumers' behaviour. The major findings indicate that viral marketing is on the rise among Greek companies due to technology development, low cost and its immediacy in transmitting the message. All three explored media of viral marketing, i.e., email, social media and audio-visual means, are of equal importance and equal use among viral marketers and users.
{"title":"Viral marketing analysis and evaluation: the case of the Greek consumer market","authors":"Eleni Rouva, P. Lalou, M. Skordoulis, M. Chalikias","doi":"10.1504/IJECRM.2016.079375","DOIUrl":"https://doi.org/10.1504/IJECRM.2016.079375","url":null,"abstract":"The aim of the present study is to focus on the evaluation of viral marketing as a means of promoting goods and services within the Greek consumer market. The study focuses on consumer attitudes and reactions towards viral marketing practices in order to contribute to a better understanding of consumers' behaviour. The major findings indicate that viral marketing is on the rise among Greek companies due to technology development, low cost and its immediacy in transmitting the message. All three explored media of viral marketing, i.e., email, social media and audio-visual means, are of equal importance and equal use among viral marketers and users.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"10 1","pages":"28"},"PeriodicalIF":0.0,"publicationDate":"2016-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/IJECRM.2016.079375","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748156","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 : 2016-01-19DOI: 10.1504/IJECRM.2015.074195
K. Shahzad, M. M. H. Aslam, Naveda Kitchlew, S. U. Bajwa
Service quality, due to its enduring impact on organisational performance, has become a central concern of service-oriented organisations. Due to the nature of its services and continuous interaction with customers, banking sector of Pakistan has become more progressive towards establishing service of quality standards and its monitoring and evaluation process during the recent past. However, there are concerns that the standards set by top management of Pakistani banks do not translate into delivery of quality service by lower level managers. Therefore, it is important to explore how banking sector institutes understand service quality, and how this understanding contrasts with the existing body of knowledge. In this respect, the current study investigates the issue of service quality in the context of banking sector of Pakistan. The study explores the dimensions of service quality and the challenges faced by management to provide promised quality service in the banking sector of Pakistan. The study incorporates qualitative research design with focus group as methodology for data collection. Focus group methodology is useful when the research is exploratory in nature, researchers want to benefit from the knowledge and experience of the respondents and the cultural aspects related to the studied phenomenon are pertinent to be considered. Findings revealed that service quality is a contextual phenomenon in Pakistan and the interpretations of different stakeholders about its dimensions and delivery vary across parts of the country.
{"title":"Exploring dimensions and challenges of services quality in banking sector of Pakistan: a focus group methodology","authors":"K. Shahzad, M. M. H. Aslam, Naveda Kitchlew, S. U. Bajwa","doi":"10.1504/IJECRM.2015.074195","DOIUrl":"https://doi.org/10.1504/IJECRM.2015.074195","url":null,"abstract":"Service quality, due to its enduring impact on organisational performance, has become a central concern of service-oriented organisations. Due to the nature of its services and continuous interaction with customers, banking sector of Pakistan has become more progressive towards establishing service of quality standards and its monitoring and evaluation process during the recent past. However, there are concerns that the standards set by top management of Pakistani banks do not translate into delivery of quality service by lower level managers. Therefore, it is important to explore how banking sector institutes understand service quality, and how this understanding contrasts with the existing body of knowledge. In this respect, the current study investigates the issue of service quality in the context of banking sector of Pakistan. The study explores the dimensions of service quality and the challenges faced by management to provide promised quality service in the banking sector of Pakistan. The study incorporates qualitative research design with focus group as methodology for data collection. Focus group methodology is useful when the research is exploratory in nature, researchers want to benefit from the knowledge and experience of the respondents and the cultural aspects related to the studied phenomenon are pertinent to be considered. Findings revealed that service quality is a contextual phenomenon in Pakistan and the interpretations of different stakeholders about its dimensions and delivery vary across parts of the country.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2016-01-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/IJECRM.2015.074195","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748106","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 : 2016-01-19DOI: 10.1504/ijecrm.2015.074190
D. Kanagaraj, J. C. Sudhahar
This paper identifies the relative influence of website qualities on micro and small scale industrial website usage intensity. In this paper, authors have developed an instrument which captures the expected attributes of website quality from the medium and large scale industries perspective. The 23-item instrument measures four qualities of website named (SITEQUAL): system quality (SYQ), information quality (IQ), e-service quality (ESQ) and attractiveness (AT). Data collected from 378 medium and large industries are used to test the research model. Using SPSS, a factor analysis is performed for reduction of data and AMOS is used to test the proposed model. This paper identifies the impact of the factors like system quality, information quality, e-service quality and attractiveness on the industrial website usage intensity. E-service quality has been founded as the dominant attribute among these industrial website qualities. Guidelines for marketing managers and web designers in respect to industrial website designing are proposed.
{"title":"Website quality: imperatives for effective industrial marketing through websites' usage intensity augmentation","authors":"D. Kanagaraj, J. C. Sudhahar","doi":"10.1504/ijecrm.2015.074190","DOIUrl":"https://doi.org/10.1504/ijecrm.2015.074190","url":null,"abstract":"This paper identifies the relative influence of website qualities on micro and small scale industrial website usage intensity. In this paper, authors have developed an instrument which captures the expected attributes of website quality from the medium and large scale industries perspective. The 23-item instrument measures four qualities of website named (SITEQUAL): system quality (SYQ), information quality (IQ), e-service quality (ESQ) and attractiveness (AT). Data collected from 378 medium and large industries are used to test the research model. Using SPSS, a factor analysis is performed for reduction of data and AMOS is used to test the proposed model. This paper identifies the impact of the factors like system quality, information quality, e-service quality and attractiveness on the industrial website usage intensity. E-service quality has been founded as the dominant attribute among these industrial website qualities. Guidelines for marketing managers and web designers in respect to industrial website designing are proposed.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2016-01-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijecrm.2015.074190","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748038","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 : 2016-01-19DOI: 10.1504/ijecrm.2015.074196
E. Abu-Shanab, Layla Anagreh
The advancement in ICT has forced banks into adopting electronic customer relationship management (e-CRM) to improve the relationship with customers in order to increase profits, achieve customer satisfaction and loyalty. This article proposed a framework that guides research based on banks, customers and markets issues. An exploration of 123 articles published in IJECRM was conducted to fit the model and see its future directions. Results indicated some deficiencies in the dimensions proposed in the framework when contrasting them to research dimensions concluded in the analysis of keywords. Research on service and customer side is attracting some research related to adopting e-CRM, and research on public relation dimension is also common. On the other hand, work on the regulations and market forces is not common and needs more calls. Finally, the marketing mix is common, where articles explored the 4 or 7 Ps, and the personalisation and customisation concepts.
{"title":"Impact of electronic customer relationship management in banking sector","authors":"E. Abu-Shanab, Layla Anagreh","doi":"10.1504/ijecrm.2015.074196","DOIUrl":"https://doi.org/10.1504/ijecrm.2015.074196","url":null,"abstract":"The advancement in ICT has forced banks into adopting electronic customer relationship management (e-CRM) to improve the relationship with customers in order to increase profits, achieve customer satisfaction and loyalty. This article proposed a framework that guides research based on banks, customers and markets issues. An exploration of 123 articles published in IJECRM was conducted to fit the model and see its future directions. Results indicated some deficiencies in the dimensions proposed in the framework when contrasting them to research dimensions concluded in the analysis of keywords. Research on service and customer side is attracting some research related to adopting e-CRM, and research on public relation dimension is also common. On the other hand, work on the regulations and market forces is not common and needs more calls. Finally, the marketing mix is common, where articles explored the 4 or 7 Ps, and the personalisation and customisation concepts.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2016-01-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijecrm.2015.074196","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748141","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 : 2016-01-19DOI: 10.1504/ijecrm.2015.074191
Z. Saneian, M. Seify, A. Joukar
The aim of the present study is to investigate and design the impact pattern of electronic service through perceived value and the customers' trust in the banking industry. The research sample population consists of all the customers of different branches of Mellat Bank in Shiraz, Iran. According to the analysis of structural equations, out of this sample population, 383 customers of different branches of the Bank were randomly selected. Its validity was accepted and its reliability was approved through Cronbach's Alpha with the value of 0.92. In order to conduct a research data analysis, structural equation modelling technique was applied through software Amos20. The results indicated that electronic service quality and its aspects have a positive and significant effect on the perceived value but a negative effect on electronic trust and also electronic trust has a positive effect on electronic commitment while, perceived value has a negative effect on electronic commitment.
{"title":"Designing the impact pattern of electronic service quality through perceived value and electronic trust on customers' electronic commitment (case study of customers of different branches of Mellat bank in Shiraz)","authors":"Z. Saneian, M. Seify, A. Joukar","doi":"10.1504/ijecrm.2015.074191","DOIUrl":"https://doi.org/10.1504/ijecrm.2015.074191","url":null,"abstract":"The aim of the present study is to investigate and design the impact pattern of electronic service through perceived value and the customers' trust in the banking industry. The research sample population consists of all the customers of different branches of Mellat Bank in Shiraz, Iran. According to the analysis of structural equations, out of this sample population, 383 customers of different branches of the Bank were randomly selected. Its validity was accepted and its reliability was approved through Cronbach's Alpha with the value of 0.92. In order to conduct a research data analysis, structural equation modelling technique was applied through software Amos20. The results indicated that electronic service quality and its aspects have a positive and significant effect on the perceived value but a negative effect on electronic trust and also electronic trust has a positive effect on electronic commitment while, perceived value has a negative effect on electronic commitment.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2016-01-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijecrm.2015.074191","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66748051","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 : 2016-01-06DOI: 10.1504/ijecrm.2015.071714
F. Hessami
This case study evaluates the effective factors on CRM implementation in AIC. For this purpose, four factors including technology, process, people and organisational structure were extracted from different models. Participants included experts working in AIC branches. Results were obtained by a questionnaire evaluating the effective factors on CRM implementation in AIC. According to the results, the lowest score belonged to organisational structure; therefore, organisational structure was the most important and the most sensitive factor followed by people, technology and process, respectively.
{"title":"Identification and prioritisation of effective factors on CRM implementation: a case study of insurance industry in Iran","authors":"F. Hessami","doi":"10.1504/ijecrm.2015.071714","DOIUrl":"https://doi.org/10.1504/ijecrm.2015.071714","url":null,"abstract":"This case study evaluates the effective factors on CRM implementation in AIC. For this purpose, four factors including technology, process, people and organisational structure were extracted from different models. Participants included experts working in AIC branches. Results were obtained by a questionnaire evaluating the effective factors on CRM implementation in AIC. According to the results, the lowest score belonged to organisational structure; therefore, organisational structure was the most important and the most sensitive factor followed by people, technology and process, respectively.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"1 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2016-01-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijecrm.2015.071714","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"66747932","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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