Trust and Commitment: Do They Influence E-Customer Relationship Performance?

Abstract

Customer relationship management can help companies build lasting relationships with their customers. Today, CRM has dramatically changed because the internet can be used for CRM applications. Thus, Electronic Customer relationship management (e-CRM) is a comprehensive business and marketing strategy that integrates people, processes, technology and all business activities for attracting and retaining customers through the internet and mobile phones. E-CRM results in repeat purchases, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The keen competition in the communication and mobile phone service market place and the increasing numbers of mobile phone users worldwide has influenced researchers to investigate factors that contribute to e-CRM performance. This study investigates the influence of customer trust and commitment on e-CRM performance in the Jordanian mobile phone services industry. The analysis shows that customer trust and commitment were positively related to e-CRM performance.

Blog Intention Based on Fashion Involvement and Trust

“…The result was consistent with those of previous studies, indicating that exhibiting trust positively affects the intention to use IT systems 15,17 . Therefore, to retain readers on the blog and to keep their influence with the adoption of recommendation, bloggers must endeavor to win their readers trust.…”

“…Lee and Koo 16 showed that consumers trust peer consumers and are likely to use information provided by other consumers to assess products before they make a purchase decision. Building trust and commitment in blog readers may lead them to revisit the blog, recommend it, or prefer it over other blogs 17 . Trust reduces uncertainty and provides expectations for a satisfactory blog experience, and thus, positively influences the behavioral intentions of blog readers to revisit the blog and adopt its ideas.…”

An Investigation of Shared Value, Benefit, Commitment, Trust and Retention in the Banking Sector: A Student Perspective

“…Harrison et al, (2012) state that customer commitment is affective (customer emotional attachment to the service provider), calculative (the relationship is beneficial) and normative (partners feel obligated to stay in a relationship). Noor (2012) operationalized customer commitment by using two dimensions namely affective commitment and continuance commitment. While affective commitment was described as customers' enjoyment of their membership with the service provider, continuance commitment was viewed as customers' appetite in maintaining a relationship.…”

“…Customer trust: Customer trust indicates the customers' reliance on the service provider due to confidence they have in the provider's ability to effectively complete tasks in a way that satisfies their need (Noor, 2012). Chang (2006), argued that trust could be affective (customers knows that the provider seeks to boost profits and customer need satisfaction) and cognitive (customers believe that the service provider is able to effectively fulfil promises).…”

“…To achieve this, banks need to ensure that their services benefit customers (Wang & Hsu, 2012), in order to enforce customer commitment to the relationship (Harrison, Beatty, Reynolds & Noble, 2012). This will ensure customer trust (Yang & Mossholder, 2010;Noor, 2012) and customer retention (Wang, 2008).…”