Investigating factors in implementation of electronic customer relationship management and its consequences in private hospitals in Isfahan city

Seify, Mohsen; Tabaeeian, Reihaneh Alsadat; Khoshfetrat, Atefeh

doi:10.1504/ijecrm.2020.110040

Cited by 4 publications

(3 citation statements)

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“…The findings have provided empirical support for the contention that social CRM (TCRM and SM) has a direct and positive impact on CS in developing countries' automotive sector. This result is consistent with the findings of previous studies conducted in other sectors and countries, such as Aldaihani and Ali (2018) and Seify et al (2020). Furthermore, CS has a positive effect on CL, which is consistent with the results of S enel's (2011) research in Turkey in the same sector and in other sectors, such as Nyadzayo and Khajehzadeh (2016) and Nobar and Rostamzadeh (2018).…”

Section: Discussionsupporting

confidence: 92%

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How social CRM and customer satisfaction affect customer loyalty

Malki,

Bellahcene,

Latreche

et al. 2023

SJME

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Purpose Based on relationship marketing theory, this study aims to test the effect of social customer relationship management (social CRM) on customer satisfaction (CS) and loyalty (CL). Design/methodology/approach To assess the proposed framework, structural equation modeling was performed on the data of 314 automotive customers surveyed online. Findings Social CRM dimensions [traditional CRM (TCRM) and social media (SM) technology use] have a direct and positive effect on CS. On the other hand, only TCRM has a direct and significant influence on CL, while the SM technology use effect seems to be indirect rather than direct. Indeed, the findings have provided empirical support for the contention that CS plays a mediating role between social CRM dimensions and CL. Practical implications In the automotive sector and developing countries in particular, companies’ managers could increase CS and CL and consequently enhance their competitiveness and market share by adopting an effective social CRM strategy. From this perspective, companies should focus their social CRM campaigns on the most SM used by customers, offer personalized choices and improve customer experience, interaction and value co-creation. Originality/value This paper enriches the understanding of how social CRM can affect CS and CL. The scales of social CRM, CS and CL were validated in the context of developing countries and the automotive sector. Furthermore, the direct and mediating effect of CS between social CRM (TCRM and SM) and CL was also confirmed.

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Section: Discussionsupporting

confidence: 92%

“…Several researchers, such as Seify et al (2020), have identified a positive relationship between CRM and CS. Furthermore, CL can also be achieved via a successful CRM application.…”

Section: Social Customer Relationship Management (Crm)mentioning

confidence: 99%

How social CRM and customer satisfaction affect customer loyalty

Malki,

Bellahcene,

Latreche

et al. 2023

SJME

View full text Add to dashboard Cite

show abstract

“…The instruments for measuring variables were well defined and have been used in previous studies. E-marketing capabilities was measured with 9 items scale adopted from (Trainor et al, 2011) e-marketing orientation with 5 items scale adopted from (Trainor et al, 2011), e-customer relationship management 5 items were adopted from (Seify et al, 2020) and sustainable business performance five item scale was adopted from ( (Haseeb et al, 2019)…”

Section: Questionnaire Designmentioning

confidence: 99%

Impact of E-marketing Capabilities and E-marketing Orientation on Sustainable Firm Performance of SME in KSA Through E-relationship Management

Alharthey

2023

IJMS

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This study aims to investigate the impact of e-marketing orientation and e-marketing capabilities on sustainable business performance through e-customer relationship management. Employing a positivistic and deductive approach with an experimental technique, this research utilizes a cross-sectional design, collecting 152 responses via a Google Docs questionnaire. Smart PLS3 analysis reveals that sustainable business performance significantly hinges on e-marketing capabilities and orientation, with e-customer relationship management acting as a mediator. Notably, this study underscores strong interrelationships among all variables and highlights noteworthy positive influence of social media marketing on SME performance in Kingdom of Saudi Arabia. While this research acknowledge need for future studies to broaden the variable scope, its implications offer valuable assistance to SME top management for achieving long-term performance objectives. The distinctive contribution of this study lies in its examination of sustainable SME performance in KSA through the lenses of e-marketing and e-relationship management, enriching the understanding of these factors in fostering enduring success.

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The Relationship Between E-Service Quality, Ease of Use, and E-CRM Performance Referred by Brand Image

Kamal

Naim

Magd

et al. 2022

Advances in Marketing, Customer Relationship Management, and E-Services

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The purpose of this study is to determine the relationship of e-service quality (ESQ) and ease of use (EOU) to electronic customer relationship management (E-CRM), which is referred by brand image (BI). This study presents the relevance of e-commerce (E-COM) in the business world especially in the pandemic situation and how ESQ, EOU contributes in building E-CRM. To show the relation between variables, the authors have applied scattered methods under correlation analysis. The sample was asked various closed ended questions in the domain of ESQ for E-CRM, EOU for E-CRM, ESQ for BI, EOU for BI. The results showed that there is a relationship between BI and E-CRM, ESQ and BI, ESQ and E-CRM, EOU and BI. There is no direct relation between EOU and E-CRM, but BI can facilitate in building the E-CRM. Also, the results show the direct relation between ESQ and E-CRM referred by BI.

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Investigating factors in implementation of electronic customer relationship management and its consequences in private hospitals in Isfahan city

Cited by 4 publications

References 0 publications

How social CRM and customer satisfaction affect customer loyalty

How social CRM and customer satisfaction affect customer loyalty

Impact of E-marketing Capabilities and E-marketing Orientation on Sustainable Firm Performance of SME in KSA Through E-relationship Management

The Relationship Between E-Service Quality, Ease of Use, and E-CRM Performance Referred by Brand Image

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