Otwarty dostęp

Customer Relationship Management. Websites Analysis of the Top Ten Consumer Goods Companies


Zacytuj

Abdullateef, A. O., Mokhtar, S. S., & Yusoff, R. Z. (2010) The Impact of CRM dimensions on call center performance. International Journal of Computer Science and Network Security, 10(12), 184-195. Search in Google Scholar

Abstein, A., & Spieth, P. (2014). Exploring HRM meta-features that Foster employees’ innovative work behaviour in times of increasing work-life conflict. Creativity and Innovation Management, 23(2), 211–225. https://doi.org/10.1111/caim.12053 Search in Google Scholar

Avdagić-Golub, E., Kosovac, A., Čolaković, A., & Begović, M. (2022, May). New trends and approaches in the development of customer relationship management. In International Conference “New Technologies, Development and Applications” (pp. 695-703). Springer International Publishing. https://doi.org/10.1007/978-3-031-05230-9_83 Search in Google Scholar

Al-Azzam, A. F. M. (2016). The impact of customer relationship management on hotels performance in Jordan. International Journal of Business and Social Science, 7(4), 200-210. Search in Google Scholar

Al-Gasawneh, J. A., Anuar, M. M., Dacko-Pikiewicz, Z., & Saputra, J. (2021). The impact of customer relationship management dimensions on service quality. Polish Journal of Management Studies, 23(2), 24–41. https://doi.org/10.17512/pjms.2021.23.2.02 Search in Google Scholar

Al-Homery, H. A., Ashari, H., & Ahmad, A. (2023). Customer relationship management: a literature review approach. International Journal of Global Optimization and Its Application, 2(1), 20-38. https://doi.org/10.56225/ijgoia.v2i1.160 Search in Google Scholar

Ali, R., Ali, S., Ahmad, M., & Nazish, Z. (2019). Impact of CRM capability dimensions on organizational performance. SMART Journal of Business Management Studies, 15(2), 80. https://doi.org/10.5958/2321-2012.2019.00017.4 Search in Google Scholar

AlQershi, N., Mokhtar, S. S., & Abas, Z. B. (2020). Innovative CRM and performance of SMEs: the moderating role of relational capital. Journal of Open Innovation: Technology, Market, and Complexity, 6(4), 155. https://doi.org/10.3390/joitmc6040155 Search in Google Scholar

Al-Refaie, A. (2015). Effects of human resource management on hotel performance using structural equation modeling. Computers in Human Behavior, 43, 293–303. https://doi.org/10.1016/j.chb.2014.11.016 Search in Google Scholar

Badwan, J. J., Al Shobaki, M. J., Abu Naser, S. S., & Abu Amuna, Y. M. (2017). Adopting technology for customer relationship management in higher educational institutions. International Journal of Engineering and Information Systems, 1(1), 20-28. Search in Google Scholar

Chalmeta, R. (2006). Methodology for customer relationship management. Journal of Systems and Software, 79(7), 1015–1024. https://doi.org/10.1016/j.jss.2005.10.018 Search in Google Scholar

Chandra, S., Verma, S., Lim, W. M., Kumar, S., & Donthu, N. (2022). Personalization in personalized marketing: trends and ways forward. Psychology & Marketing, 39(8), 1529–1562. https://doi.org/10.1002/mar.21670 Search in Google Scholar

Chang, W., Chang, C., & Li, Q. (2012). Customer lifetime value: a review. Social Behavior and Personality: An International Journal, 40(7), 1057–1064. https://doi.org/10.2224/sbp.2012.40.7.1057 Search in Google Scholar

Chetioui, Y., Abbar, H., & Benabbou, Z. (2017). Do CRM dimensions improve hotels occupancy rates? Evidence from the Moroccan hospitality sector. International Journal of Management Excellence, 9(3), 1172. https://doi.org/10.17722/ijme.v9i3.378 Search in Google Scholar

Cossío-Silva, F. J., Revilla-Camacho, M. Á., Vega-Vázquez, M., & Palacios-Florencio, B. (2016). Value co-creation and customer loyalty. Journal of Business Research, 69(5), 1621–1625. https://doi.org/10.1016/j.jbusres.2015.10.028 Search in Google Scholar

Dalkir, L. (2005). Knowledge Management in Theory and Practice. MIT Press. Search in Google Scholar

Eichorn, F. L. (2004). Internal customer relationship management (IntCRM): a framework for achieving customer relationship management from the inside out. Problems and Perspectives in Management, 2(1), 154-177. Search in Google Scholar

Ernst, H., Hoyer, W. D., Krafft, M., & Krieger, K. (2010). Customer relationship management and company performance—the mediating role of new product performance. Journal of the Academy of Marketing Science, 39(2), 290–306. https://doi.org/10.1007/s11747-010-0194-5 Search in Google Scholar

Ferrer-Estévez, M., & Chalmeta, R. (2023). Sustainable customer relationship management. Marketing Intelligence & Planning, 41(2), 244-262. https://doi.org/10.1108/MIP-06-2022-0266 Search in Google Scholar

Frow, P. E., & Payne, A. F. (2009). Customer relationship management: a strategic perspective. Journal of Business Market Management, 3(1), 7–27. https://doi.org/10.1007/s12087-008-0035-8 Search in Google Scholar

Galvagno, M., & Dalli, D. (2014). Theory of value co-creation: a systematic literature review. Managing Service Quality, 24(6), 643–683. https://doi.org/10.1108/msq-09-2013-0187 Search in Google Scholar

Ghafari, P., Karjalian, R., & Mashayekhnia, A. (2011). Studying the relationship between different dimensions of CRM and innovation capabilities in Melli bank of Iran. World academy of science, engineering and technology, 60(12), 906-10. Search in Google Scholar

Gillard, S. (2009). Soft skills and technical expertise of effective project managers. Issues in Informing Science and Information Technology, 6, 723–729. https://doi.org/10.28945/1092 Search in Google Scholar

Goldenberg, B. J. (2015). The definitive guide to social CRM: maximizing customer relationships with social media to gain market insights, customers, and profits. Pearson Education. Search in Google Scholar

Groff, T., & Jones, T. (2003). Introduction to knowledge management. Routledge. Guerola-Navarro, V., Oltra-Badenes, R., Gil-Gomez, H., & Iturricha Fernández, A. (2021a). Search in Google Scholar

Customer relationship management (CRM) and innovation: a qualitative comparative analysis (QCA) in the search for improvements on the firm performance in winery sector. Technological Forecasting and Social Change, 169, 120838. https://doi.org/10.1016/j.techfore.2021.120838 Search in Google Scholar

Guerola-Navarro, V., Gil-Gomez, H., Oltra-Badenes, R., & Sendra-García, J. (2021b). Customer relationship management and its impact on innovation: a literature review. Journal of Business Research, 129, 83–87. https://doi.org/10.1016/j.jbusres.2021.02.050 Search in Google Scholar

Hanaysha, J. R., & Al-Shaikh, M. E. (2022). An examination of customer relationship management dimensions and employee-based brand equity: a study on ride-hailing industry in Saudi Arabia. Research in Transportation Business & Management, 43, 100719. https://doi.org/10.1016/j.rtbm.2021.100719 Search in Google Scholar

Harrigan, P., Soutar, G., Choudhury, M. M., & Lowe, M. (2015). Modelling CRM in a social media age. Australasian Marketing Journal, 23(1), 27–37. https://doi.org/10.1016/j.ausmj.2014.11.001 Search in Google Scholar

Hooley, G. J., Greenley, G. E., Cadogan, J. W., & Fahy, J. (2005). The performance impact of marketing resources. Journal of Business Research, 58(1), 18–27. https://doi.org/10.1016/s0148-2963(03)00109-7 Search in Google Scholar

Hoyt, J., Huq, F., & Kreiser, P. (2007). Measuring organizational responsiveness: the development of a validated survey instrument. Management Decision, 45(10), 1573–1594. https://doi.org/10.1108/00251740710837979 Search in Google Scholar

Kumar, V., & Reinartz, W. (2018). Customer relationship management. Springer-Verlag GmbH Germany, part of Springer Nature 2006, 2012, 2018. Search in Google Scholar

Long, C. S., Khalafinezhad, R., Ismail, W. K., & Rasid, S. Z. (2013). Impact of CRM factors on customer satisfaction and loyalty. Asian Social Science, 9(10), 247. https://doi.org/10.5539/ass.v9n10p247 Search in Google Scholar

Mechinda, P., & Patterson, P. G. (2011). The impact of service climate and service provider personality on employees’ customer‐oriented behavior in a high‐contact setting. Journal of Services Marketing, 25(2), 101–113. https://doi.org/10.1108/08876041111119822 Search in Google Scholar

Mohammad, A., bin Rashid, B., & bin Tahir, S. (2013). Assessing the influence of customer relationship management (CRM) dimensions on organization performance. Journal of Hospitality and Tourism Technology, 4(3), 228–247. https://doi.org/10.1108/jhtt-01-2013-0002 Search in Google Scholar

Murthi, B. P., & Sarkar, S. (2003). The role of the management sciences in research on Personalization. Management Science, 49(10), 1344–1362. https://doi.org/10.1287/mnsc.49.10.1344.17313 Search in Google Scholar

Narayandas, D., & Rangan, V. K. (2004). Building and sustaining buyer–seller relationships in mature industrial markets. Journal of Marketing, 68(3), 63–77. https://doi.org/10.1509/jmkg.68.3.63.34772 Search in Google Scholar

Ngai, E. W. T. (2005). Customer relationship management research (1992‐2002). Marketing Intelligence & Planning, 23(6), 582–605. https://doi.org/10.1108/02634500510624147 Search in Google Scholar

Nicolescu, L., & Dominici, G. (2021). Mission Statements in Top Higher Education Institutions—What Do They Have in Common? In Business Revolution in a Digital Era: 14th International Conference on Business Excellence, ICBE 2020, Bucharest, Romania (pp. 159-173). Springer International Publishing. https://doi.org/101007/978-3-030-59972-0_12 Search in Google Scholar

Opara, D.N. (2022). Multi-layered knowledge diffusion in the advancing of organizational responsiveness in money deposit banks in rivers state. International Journal of Business Education, Management Science and Marketing Research, 10(2). Search in Google Scholar

Pozza, I. D., Goetz, O., & Sahut, J. M. (2018). Implementation effects in the relationship between CRM and its performance. Journal of Business Research, 89, 391–403. https://doi.org/10.1016/j.jbusres.2018.02.004 Search in Google Scholar

Pynadath, M.F., Rofin, T.M., & Thomas, S. (2023). Evolution of customer relationship management to data mining-based customer relationship management: a scientometric analysis. Quality & Quantity, 57, 3241–3272. https://doi.org/10.1007/s11135-022-01500-y Search in Google Scholar

Goddard, M. G. J., Raab, G., Ajami, R. A., & Gargeya, V. B. (2012). Customer relationship management: A global perspective. Gower Publishing, Ltd. Search in Google Scholar

Ryals, L., & Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship management. European Management Journal, 19(5), 534–542. https://doi.org/10.1016/s0263-2373(01)00067-6 Search in Google Scholar

Sheth, J. N., Sisodia, R. S., & Sharma, A. (2000). The antecedents and consequences of customer-centric marketing. Journal of the Academy of Marketing Science, 28(1), 55–66. https://doi.org/10.1177/0092070300281006. Search in Google Scholar

Shokouhyar, S., Shokoohyar, S., Raja, N., & Gupta, V. (2021). Promoting fashion customer relationship management dimensions based on customer tendency to outfit matching: mining customer orientation and buying behaviour. International Journal of Applied Decision Sciences, 14(1), 1. https://doi.org/10.1504/ijads.2021.112932 Search in Google Scholar

Sin, L. Y. M., Tse, A. C. B., & Yim, F. H. K. (2005). CRM: conceptualization and scale development. European Journal of Marketing, 39(11/12), 1264–1290. https://doi.org/10.1108/03090560510623253 Search in Google Scholar

Sofi, M. R., Bashir, I., Parry, M. A., & Dar, A. (2020). The effect of customer relationship management (CRM) dimensions on hotel customer’s satisfaction in Kashmir. International Journal of Tourism Cities, 6(3), 601–620. https://doi.org/10.1108/ijtc-06-2019-0075 Search in Google Scholar

Soltani, Z., Zareie, B., Milani, F. S., & Navimipour, N. J. (2018). The impact of the customer relationship management on the organization performance. The Journal of High Technology Management Research, 29(2), 237–246. https://doi.org/10.1016/j.hitech.2018.10.001 Search in Google Scholar

Srivastava, S. K., Chandra, B., & Srivastava, P. (2019). The impact of knowledge management and data mining on CRM in the service industry. Nanoelectronics, Circuits and Communication Systems, 511, 37–52. https://doi.org/10.1007/978-981-13-0776-8_4 Search in Google Scholar

Swift, R. S. (2001). Accelerating customer relationships: Using CRM and relationship technologies. Prentice Hall Professional. Search in Google Scholar

Vandermerwe, S. (2004). Achieving deep customer focus. IEEE Engineering Management Review, 32(3), 62–62. https://doi.org/10.1109/emr.2004.25108 Search in Google Scholar

Wang, S., & Noe, R. A. (2010). Knowledge sharing: a review and directions for future research. Human Resource Management Review, 20(2), 115–131. https://doi.org/10.1016/j.hrmr.2009.10.001 Search in Google Scholar

Yang, H. L., & Wu, T. C. T. (2008). Knowledge sharing in an organization. Technological Forecasting and Social Change, 75(8), 1128–1156. https://doi.org/10.1016/j.techfore.2007.11.008 Search in Google Scholar

Yim, F. H., Anderson, R. E., & Swaminathan, S. (2004). Customer relationship management: its dimensions and effect on customer outcomes. Journal of Personal Selling and Sales Management, 24(4), 265-280. Search in Google Scholar

eISSN:
2392-8042
Język:
Angielski