Effects of e-CRM on customer–bank relationship quality and outcomes: The case of Thailand

Exploring the e-CRM – e-customer- e-loyalty nexus: a Kenyan commercial bank case study

“…The aforementioned also suggested that an efficient e-CRM program governing online features need to be effected on an online service platform. Similarly, (Maroofi et al, 2012;Sivaraks et al, 2011) studies provided intuitions important paradigm shifts in online services by revealing the main role of e-CRM in satisfaction formation, relationship quality, trust and retention. In addition, Al-Refaie et al's (2014) study findings reveal a significant impact of relationship quality on the customer lifetime value to the organisation.…”

The Critical Success Factors for Implementation of Electric Customer Relationship Management in the Commercial Bank of Viet Nam

“…Therefore, in this study, authors propose the following hypothesis: Efficiency of customer relationships are often evaluated through customers' satisfaction, trust, loyalty, commitment, willingness to introduce others people to use products and services of the Bank. Sivaraks et al (2011), Maroofi (2012 demonstrated by experiment in the banking industry in Thailand and Iran the relationship between successful eCRM deployment and efficiency of customer relationships. Therefore this research proposes hypothesis:…”

A Multidimensional CRM Approach for Enhancing Marketing Innovation Capabilities of Construction Companies Using Structural Equation Modeling

“…More specifically prior studies rarely investigated how CRM can affect company's capability [18]. Thus, there is a need for research that specifically examines the impact of implementing CRM on the construction companies' marketing innovation capability as an example of industry sector in developing countries and the current paper responded to this call.…”