The Impact of Customer Relationship Management Dimensions on Service Quality

Al-Gasawneh, Jassim Ahmad; Anuar, Marhana Mohamed; Dacko-Pikiewicz, Zdzisława; Saputra, Jumadil

doi:10.17512/pjms.2021.23.2.02

Cited by 33 publications

(24 citation statements)

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“…Clients are essential assets for any business, and efforts to understand the complexities that affect their behaviour and positive responses would benefit both customers and performance (Al-Gasawneh et al, 2021). The study revealed that quality management initiatives are used in emerging and small construction companies in Pakistan, particularly focusing on customers; the major advantage of QM to businesses is "increased customer satisfaction".…”

Section: Discussionmentioning

confidence: 99%

“…Small businesses must have a policy of addressing client needs through customer-focused activities. It is envisaged that QM policy and practice will aid this endeavour (Al-Gasawneh et al, 2021;Toke & Kalpande, 2021). According to previous research, prioritising the needs of the customer has a positive impact on operational performance (Ahire et al, 1996;Tarí & Claver, 2008), innovation performance (Kim et al, 2012), inventory management performance (Phan et al, 2011), customer satisfaction (Forza & Filippini, 1998;Phan et al, 2011;Tarí & Claver, 2008) and the overall firm's performance (Joiner, 2007).…”

Section: Customer Focus and Project Performancementioning

confidence: 99%

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Factors affecting project performance in emerging construction firms: a moderated mediation model

Afzal

Hanif

2022

Engineering Management in Production and Services

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This research study explores the relationship between customer focus and the performance of construction projects undertaken by small companies. Additionally, process management in these companies has been studied as a mediator in explaining the relationship between customer focus and project performance. A moderated mediation model has been proposed to investigate the role of strategic planning and its effects on project outcomes. Data was gathered from 326 staff members working at different levels of management in some of Pakistan’s emerging construction companies owned by young entrepreneurs. The study’s findings revealed a positive relationship between customer focus and project performance mediated by process management. Moderation analysis indicates a significant relationship between process management and project performance when moderated by strategic planning. Constraints to the study have been identified, and suggestions for future research have been offered.

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Section: Discussionmentioning

confidence: 99%

Section: Customer Focus and Project Performancementioning

confidence: 99%

Factors affecting project performance in emerging construction firms: a moderated mediation model

Afzal

Hanif

2022

Engineering Management in Production and Services

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“…The questionnaire developed for this study consisted of four main sections: Section A contained questions to obtain general demographic information on the respondents, including gender, age, education, and working experience, and thus consisted of six items. Section B was the independent variables, focusing on the CRMP dimensions and comprising four subsections covering the following: key customer focus (KCF), CRM knowledge management (KLM), CRM organization (ORG), and technology-based CRM (TKB); each of the subsections contained five items that were adapted from [14,19,44]. Section C, as the mediator, addresses the issue of service quality (SERVQUAL), and contained five subsections covering the elements of tangibility, reliability, responsiveness, assurance, and empathy; there were four items in each of these five subsections, which were adapted from [4,5,86].…”

Section: Research Instrumentsmentioning

confidence: 99%

“…Pratminingsih, Astuty and Widyatami [13], and Al-Gasawneh, Anuar, Dacko-Pikiewicz and Saputra [14] revealed the importance of employing business strategies and implementing effective quality strategies for business enhancement. Al-Azzam [7] stated that the hotel sector, especially, seems to be lacking in terms of transparency and quality of service.…”

Section: Introductionmentioning

confidence: 99%

Marketing Performance Sustainability in the Jordanian Hospitality Industry: The Roles of Customer Relationship Management and Service Quality

et al. 2022

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This study examines the mediating role of service quality between customer relationship management (CRM) performance dimensions and the marketing performance of Jordanian hotels using resource-based view theory and contingency theory. A self-administered survey was conducted on 162 general managers of hotels in Jordan. The data were analyzed using partial least squares structural equation modelling. The findings of the study indicated that service quality mediated the relationship between the CRM performance dimensions (key customer focus, CRM knowledge management, CRM organization, and CRM-based technology) and the marketing performance of Jordanian hotels. This study provides significant contributions to theory and practice. From a theoretical perspective, this study fills in the literature gaps by providing insights about the mediating role of service quality in the relationship between customer relationship management performance dimensions and marketing performance. For managerial contributions, this study suggested that hotels can enhance their marketing performance by focusing on service quality and customer relationship management performance dimensions, especially the key customer focus dimension.

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“…This, currently in construction, modern ubiquitous city is the largest private development investment in the world. It should become a business centre comparable to Shanghai, Hong Kong, or Singapore [6,7].…”

Section: Introductionmentioning

confidence: 99%

Smart City 4.0: Sustainable Urban Development in the Metropolis GZM

et al. 2022

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This article presents the development of the Metropolis GZM cities within the scope of the concept of a Smart City and 4T capitals. The subject matter discussed herein is also related to the search for municipal authorities’ new models and tools to shape sustainable development in order to improve citizens’ access to municipal services and facilities, as well as to increase citizens’ impact on the future of their cities. The main objective of the research was to identify the way in which authorities of the selected cities consider the subject matter related to the Smart City and 4T capitals when formulating local policies. The aim of this article is to analyse the innovative potential in selected cities of the Metropolis GZM, in the light of academic entrepreneurship, the innovativeness of citizens, entities supporting innovativeness, and soliciting talent. The research was based on a systematic literature review and the analysis of local documents, supplemented by direct interviews with local managers and participant observation.

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The Impact of Customer Relationship Management Dimensions on Service Quality

Cited by 33 publications

References 0 publications

Factors affecting project performance in emerging construction firms: a moderated mediation model

Factors affecting project performance in emerging construction firms: a moderated mediation model

Marketing Performance Sustainability in the Jordanian Hospitality Industry: The Roles of Customer Relationship Management and Service Quality

Smart City 4.0: Sustainable Urban Development in the Metropolis GZM

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