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The Influence of Social Customer Relationship Management (SCRM) on Customer Relationship Performance [PDF]

کاوش‌های مدیریت بازرگانی, 2019
The aim of this study is to evaluate the effect of social customer relationship management (SCRM) on the relationship of the senior managers and experts of independent organizations in Fars province with customers. Social customer relationship management
Seyed Mohammadbagher Jafari, Zeinab Yaghobi Jahromi   +1 more
doaj   +2 more sources

SUPPLIER-CUSTOMER RELATIONSHIP PERFORMANCE IN CONSTRUCTION INDUSTRY

Polityki Europejskie, Finanse i Marketing, 2013
Relacje biznesowe postrzegane są jako czynniki posiadający wpływ na wydajność, jednak niewiele wiadomo o naturze i jakość wydajności. Celem artykułu jest ukazanie wydajności relacyjnej (zoperacjonalizowanej na podstawie skali B2B RELPERF) menedżerów ...
Marek Zieliński
doaj   +4 more sources

The interaction of social CRM between CRM performance and marketing performance in hotels [PDF]

International Journal of Data and Network Science, 2021
In recent times, there has been a significant decline in hotel occupancy rates, and this is primarily due to marketing performance. Hoteliers and the decision-makers are thus seeking new strategies to increase occupancy rates by enhancing marketing ...
Jassim Ahmad Al-Gasawneh, Khalid N. AlZubi, Nawras M. Nusairat, Abdullah Matar Al-Adamat, Marhana Mohamed Anuar, Ra’d Almestrihi, Bader Ayed Al Qaied   +6 more
doaj   +1 more source

The Impact of Electronic Customer Relationship Management on Marketing Performance with the Analysis of the Mediating Role of Product Innovation and Emphasis on Customer Knowledge [PDF]

ارزش آفرینی در مدیریت کسب و کار, 2023
The purpose of this study is to examine how electronic customer relationship management affects marketing performance, with a particular focus on the mediating influence of product innovation and the significance of customer knowledge.
Masoome Arabshahi, Hossein Abbaszadehgaretekan   +1 more
doaj   +1 more source

Effects of Customer Relationship Management on Organizational Performance

Economic Themes, 2022
Abstract Customer Relationship Management (CRM) is a process that focuses on initiating, maintaining, and retention of long-term customer relationships with the help of information technology, to achieve better economic performance. Therefore, the paper examines the effects of CRM dimensions on financial and marketing performance, and
Nedeljković, Ivana, Zlatanović, Dejana, Marinković, Veljko   +2 more
openaire   +2 more sources

The effect of service quality on customer satisfaction in digital age: customer satisfaction based examination of digital CRM

Journal of Business Economics and Management, 2022
This study examines how customer-centered management systems contribute to CRM through the use of digital services. The article presents empirical evidence from an online survey of 405 people using digital services living Kocaeli province in Turkey and ...
Demokaan Demirel
doaj   +1 more source

The Effect of Customer Service on Firm Performance: Developing Scales for Performance Measurement of Customs Clearance Firms [PDF]

Journal of International Logistics and Trade, 2013
This research has three objectives: one is to develop measuring criteria for ascertaining performance of customs clearance firms, another is to test reliability and validity of the factors, and the third is to analyze the relationship between customer ...
Hee-sung BAE, Woo-young LEE, Yang-kee LEE   +2 more
doaj   +1 more source

Customer Based Performance of the Hotel Industry: Analysis of Service Package and Brand Innovations

Emerging Markets Journal, 2022
This study aims to examine the influence of service package and brand innovation on customer relational performance and customer profit performance of the hotel industry. Data were collected from 112 hotel operators.
Collins Kankam-Kwarteng, Ofosu Amofah, Francis Osei, Barbara Osman   +3 more
doaj   +1 more source

Social Media Marketing and Customized Customer Relationship Management: The Implication For Marketing Performance of Budget Hotel Industry

Indonesian Journal of Business and Entrepreneurship, 2023
The purpose of this research is to build a customized customer relationship management (CRM) model in relation to the utilization of social media marketing for improving marketing performance of budget hotels in West Java, Indonesia.
Roby Setiadi
doaj   +1 more source

Customer Relationship Management and Firm Performance

SSRN Electronic Journal, 2009
In this paper, we examine the impact of customer relationship management (CRM) on firm performance using a hierarchical construct model. Following the resource-based view of the firm, strategic CRM is conceptualized as an endogenously determined function of the organization's ability to harness and orchestrate lower-order capabilities that comprise ...
Tim Coltman, Timothy M. Devinney, David F. Midgley   +2 more
openaire   +3 more sources