2016
DOI: 10.1108/ijbm-11-2014-0160
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Customer relationship management

Abstract: Purpose – The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and competitive advantage of a bank. The study also explores the mediating role of customer loyalty in the relationship between CRM and competitive advantage in retail banking. … Show more

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Cited by 90 publications
(51 citation statements)
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References 53 publications
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“…In addition, according to the literature, CRM helps companies build and maintain long-term relationships with customers based on customer satisfaction [70]. The evidence also supports that effective CRM practices are positively associated with a company's competitive advantage by improving customer retention and customer loyalty [71]. In other words, CRM's customer-centric approach can improve customer interaction, increase the value of products and services, and ultimately improve customer satisfaction and market performance [72], [73].…”
Section: ) Crm Srm and Market Performancementioning
confidence: 85%
“…In addition, according to the literature, CRM helps companies build and maintain long-term relationships with customers based on customer satisfaction [70]. The evidence also supports that effective CRM practices are positively associated with a company's competitive advantage by improving customer retention and customer loyalty [71]. In other words, CRM's customer-centric approach can improve customer interaction, increase the value of products and services, and ultimately improve customer satisfaction and market performance [72], [73].…”
Section: ) Crm Srm and Market Performancementioning
confidence: 85%
“…According to Buttle and Maklan [5], CRM is usually adopted to support organisations in managing their interactions with supply chain partners such as suppliers and customers, for the establishment of a good relationship. In addition, CRM acts as a communication channel to maintain and develop a long-term positive relationship with the current and targeted customers of the company [4].…”
Section: Literature Reviewmentioning
confidence: 99%
“…Kepuasan pelanggan adalah konsep penting dalam penelitian konsumen. Hal ini terkait dengan sejumlah hasil bisnis seperti kesetiaan pelanggan yang menghasilkan pembayaran dengan harga premium, niat pembelian ulang dan word-of-mouth yang positif (Ngo & Nguyen, 2016;Shin, Van Thai, Grewal, & Kim, 2017), dan memberikan keunggulan bersaing yang berkelanjutan (Darzi, 2016).…”
Section: Hubungan Bank Service Quality (Bsq) Dan Kepuasan Pelangganunclassified