Influence of Customer Relationship Management for the Success of E-Business

Siby, Amala; George, Jossy P.

doi:10.1007/978-981-16-0739-4_45

Cited by 5 publications

(2 citation statements)

References 8 publications

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“…BMW's operational profit ratio grew from 10.80% in 2017 to 11.39% in 2018, before falling slightly to 11.34% in 2019. This is consistent with the gross profit margin, which grew in 2018 from 2017 before decreasing somewhat in 2019 [16] (Fig. 3).…”

Section: Financial Positionsupporting

confidence: 85%

BMW Addresses Business and Financial Implications for Long-Term Sustainable Growth Based on a Competitive Value Approach

Liu¹

2022

Advances in Economics, Business and Management Research

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This paper discusses the business and financial analysis of BMW, a German automotive multinational that has made a name for itself in the elite luxury vehicle and motorbike segments. The research focuses on approaches employed by the firm for competitive value in order to establish lengthy sustainable growth. Additionally, this should assist in identifying internally and externally company processes of BMW through exhaustive examination centered on profitability and value perception in the automobile industry, which will result to the company's high strategies.

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Section: Financial Positionsupporting

confidence: 85%

BMW Addresses Business and Financial Implications for Long-Term Sustainable Growth Based on a Competitive Value Approach

Liu¹

2022

Advances in Economics, Business and Management Research

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“…Building good relationships with customers is one of the key factors for long-term business success. 1 In retail environments, salespeople, as a medium between retailer and customers, interact with customers to develop customer relationships. Customers use the appearances of salespeople as cues to develop the perceptions of salespeople, stores, and brands.…”

Section: Introductionmentioning

confidence: 99%

Effects of clothing congruity on male consumers’ perceptions of salesperson’s performance and consumers’ age as a moderation

Chen-Yu,

Cho

2024

JTEFT

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The purposes of this study are to determine a) the effects of clothing congruity on male consumers’ expectation, evaluation, and functional congruity of and satisfaction with salesperson’s performance and b) whether consumers’ age moderates these effects. Clothing congruity in the study is defined as the congruence between the clothing style that a salesperson wears and the clothing style that a consumer prefers to wear. Functional congruity is defined as the difference between a consumer’s expectation and evaluation of a salesperson’s performance. A positive functional congruity indicates that a consumer’s evaluation exceeds expectation of a salesperson’s performance. Five hypotheses were generated based on the self-congruity theory and previous studies. A 2 x 2 between-subjects factorial design was developed with a male salesperson wearing two styles of clothing (formal vs. casual) and participants in two age groups (adolescent vs. elderly). Data were collected from a survey of 120 male adolescents aged 16-18 and 120 elderly men aged 65-85. The results show that clothing congruity has a positive influence on expectation and evaluation of and satisfaction with salesperson’s performance. Male consumers tend to have higher expectations and evaluations of salesperson’s performance and be more satisfied with salesperson’s performance if the salesperson wears a style of clothing similar to what they prefer to wear. Consumers’ age moderates the effects of clothing congruity on expectation and functional congruity of and satisfaction with salesperson’s performance. The effects of clothing congruity are stronger among male elderly consumers than among male adolescent consumers. Academic contributions and contributions to the field are discussed.

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Predictors of purchase satisfaction in e-retailing

Mateus¹

2022

revVISUAL

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La satisfacción del cliente es un campo ampliamente investigado desde el marketing por su influencia en el éxito de las empresas, pero también es un reto para los e-retailers quienes deben entender y gestionar la experiencia del usuario, asícomo las tendencias cambiantes en el comportamiento de compra de sus clientes.Razón por la cuál es importante conocer que factores influyen en la satisfacciónde compra online o e-satisfacción y cómo medirla. Para cumplir con este objetivo,esta investigación desarrolla una revisión estructurada de literatura en la cual seidentifican los principales escalas utilizadas en el sector del e-retail.

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Influence of Customer Relationship Management for the Success of E-Business

Cited by 5 publications

References 8 publications

BMW Addresses Business and Financial Implications for Long-Term Sustainable Growth Based on a Competitive Value Approach

BMW Addresses Business and Financial Implications for Long-Term Sustainable Growth Based on a Competitive Value Approach

Effects of clothing congruity on male consumers’ perceptions of salesperson’s performance and consumers’ age as a moderation

Predictors of purchase satisfaction in e-retailing

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