The Impact of Customer Relationship Management Capabilities on Organizational Performance : Moderating Role of Competition Intensity

2015 ◽  
Vol 3 (3) ◽  
pp. 28-47 ◽  
Author(s):  
Muhammad Nouman Shafique ◽  
Naveed Ahmad ◽  
Haider Abbas
Keyword(s):  
Organizational Performance ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Competition Intensity ◽  
Management Capabilities ◽  
The Impact ◽  
Moderating Role

scholarly journals Relationship between CRM Strategy and Hotels’ Performance with Reference to Madurai

2020 ◽  
Vol 8 (4S4) ◽  
pp. 41-44
Keyword(s):  
Organizational Performance ◽  
Customer Relationship Management ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Survey Area ◽  
To Come ◽  
The Impact ◽  
Potential Customers

Customer Relationship Management is an ideology to manage company’s interaction with existing and future customers. Today it is an inevitable for any business because of heavy competition and globalization. Every organization thrives to withstand in the competition for that they have to retain their customers as well as develop their products. Especially for the hotel industry it has to come up with distinctive ideas to show their uniqueness in the industry as well as with their current and potential customers. However there will be a limited study in the survey area about CRM. This observation strive to manifest how the impact of Customer Relationship Strategy with organizational performance

Mediator-moderator, innovation of mobile CRM, e-service convenience, online perceived behav-ioral control and reuse online shopping intention

2021 ◽  
Vol 5 (4) ◽  
pp. 791-802
Author(s):  
Jassim Ahmad Al-Gasawneh ◽  
Abdullah Matar Al-Adama ◽  
Ra’d Almestrihif ◽  
Nawras M. Nusairat ◽  
Marhana Mohamed Anuar ◽  
...  
Keyword(s):  
Technology Acceptance ◽  
Customer Relationship Management ◽  
Online Shopping ◽  
Relationship Management ◽  
Customer Relationship ◽  
Perceived Behavioral Control ◽  
Online Services ◽  
Service Convenience ◽  
The Impact

Stimulating customers’ reuse of online services, such as online shopping, is integral for companies. Consequently, this study assessed the effects of mobile customer relationship management on reuse online intention and the impact of mobile customer relationship management on service convenience. Additionally, the study analyzed the effect of service convenience on reuse online intention, the mediating role of service convenience between mobile customer relationship management and reuse online intention and the moderating role of online perceived behavior control between service convenience and reuse online intention. This study utilized two theories: the technology acceptance model and planned behavior. A total of 249 responses from customers were analyzed with Smart Partial Least Squares. According to the study, mobile customer relationship management positively impacts service convenience and reuse online intention. Additionally, service convenience mediated the connection between mobile customer relationship management and reuse of online intention, and online perceived behavioral control moderated the association between service convenience and reuse online intention. The study focused on consumers’ motivations regarding reuse online services intention. The goal here is to aid organizations in the implementation of service convenience and innovative online strategies and applications that provide services to consumers.

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