scholarly journals The Role of Market Share in Improving the Relationship between Customer Relationship Management and Performance in Egyptian Tourism Companies

2019 ◽  
Vol 16 (2) ◽  
pp. 185-195
Author(s):  
Alaa Shaker ◽  
Reham Gad
Keyword(s):  
Market Share ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
And Performance ◽  
The Relationship

scholarly journals The mediating role of customer relationship management between e-supply chain management and competitive advantage

2022 ◽  
Vol 6 (1) ◽  
pp. 263-272 ◽  
Author(s):  
Abdalrazzaq Aloqool ◽  
Malek Alharafsheh ◽  
Hadeel Abdellatif ◽  
Lana Ahmad Suleiman Alghasawneh ◽  
Jassim Ah-mad Al-Gasawneh
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management ◽  
Competitive Position ◽  
The Relationship

The purpose of this study is to explore the role of implementing e-supply chain management (E-SCM) on the competitive position of companies and whether implementing customer relationship management (CRM) can affect the relationship between E-SCM and competitive advantage. To achieve this objective, a quantitative approach was utilized. A total of 300 questionnaires were distributed where 243 questionnaires were returned, with 17 incomplete questionnaires being excluded, leaving 226 usable questionnaires. PLS-SEM software was used to analyze the data. The results of this study demonstrate the imperative role of implementing E-SCM and CRM on creating a competitive advantage for firms. It also shows that CRM mediates the relationship between E-SCM and competitive advantage, suggesting that utilizing different technologies can help firms better communicate with their customers and thus better serve them which in turn will enhance customers’ satisfaction and thus boost the competitive position of the firm.

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

2022 ◽  
Vol 14 (2) ◽  
pp. 803
Author(s):  
Jassim Ahmad Al-Gasawneh ◽  
Khalid N. AlZubi ◽  
Marhana Mohamed Anuar ◽  
Siti Falindah Padlee ◽  
Adnan ul-Haque ◽  
...  
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Mediating Role ◽  
Marketing Performance ◽  
Performance Dimensions ◽  
The Relationship ◽  
Key Customer

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.

scholarly journals THE ROLE OF CUSTOMER RELATIONSHIP MANAGEMENT ON FOOD AND BEVERAGE SERVICES QUALITY: THE MEDIATING ROLE OF EMPLOYEES SATISFACTION

2020 ◽  
Vol 8 (2) ◽  
pp. 222-230 ◽  
Author(s):  
Ahmed Ghazi Mahafzah ◽  
Nader Mohammad Aljawarneh ◽  
Khaled Abdel Kader Alomari ◽  
Shadi Altahat ◽  
Ziyad Saleh Alomari
Keyword(s):  
Customer Relationship Management ◽  
Employee Satisfaction ◽  
Services Quality ◽  
Relationship Management ◽  
Customer Relationship ◽  
Survey Method ◽  
Mediating Role ◽  
Food And Beverage ◽  
The Relationship

Purpose of the study: This study is carried out to investigate the mediating role of employee satisfaction in the relationship between customer relationship management and food and beverage services quality in the 5-stars hotels in Jordan. Methodology: The survey method was used, which includes the use of the field method for collecting data from 5-stars hotels in Jordan, which employees numbered 9,657 and the number of 5-stars hotels is 33in Amman, 352 were effective for analysis and after analyzing the data using the statistical program AMOS. Main Findings: the most important findings were as follows: There is a significant impact of employee satisfaction on the relationship between customer relationship management and food and beverage services quality. Applications of this study: this study comes out to help hotel managers understand the impact of their actions on the ES in their hotels to raise the efficiency of the services provided in the field of FBSQ and to recommended researchers to do more studies in the field of food and beverage and link them in the behavior of employees and customer, which is a result of hotels profit, and also entertains them to the return on the local economy. Novelty/Originality of this study: food and beverages services are one of the essential services which business managers should consider if they have to retain their customers and improve the image of their business so this study came out to investigate the mediate role of employee’s satisfaction in the relationship between customer relationship management and food and beverage services quality in the 5-stars hotels.

Relationship Ending in the Concept of Customer Relationship Management

2015 ◽  
Vol 10 (2) ◽  
pp. 103-113
Author(s):  
Ewa Hajduk-Kasprowicz ◽  
Lech Nieżurawski
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Professional Services ◽  
Customer Relationship ◽  
Modern Literature ◽  
Relationship Dissolution ◽  
Business Relationships ◽  
Efficient Management ◽  
The Future ◽  
The Relationship

The paper discusses the problems of fading and ending of business relationships in the sphere of professional services i.e. the phase of a relationship dissolution resulting from a client's or a firm's decision to end it. This phase includes, among others, determining the causes of the relationship dissolution and drawing conclusions for the future in order to prevent losing the most lucrative clients. Both in theory and in practice, relationship ending is perceived as something stretched in time i.e. consisting of numerous stages and influenced by numerous factors and events.The aim of the present paper is an analysis of the modern literature on the causes and mechanisms of business relationships termination in the sphere of professional services as well as indicating some possibilities of a more effective and efficient management of these relations. 

USING SOCIAL NETWORK PARADIGM FOR DEVELOPING A CONCEPTUAL FRAMEWORK IN CRM

2011 ◽  
Vol 01 (04) ◽  
pp. 63-71
Author(s):  
Mohammad Javad Mosadegh ◽  
Mehdi Behboudi
Keyword(s):  
Social Networks ◽  
Social Network ◽  
New Media ◽  
Conceptual Framework ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Its Analysis ◽  
Analysis Tools

This study develops a conceptual framework for applying social networks in usual CRM models. Recent changing in customer relationship theme and putting new media and network-based paradigm into practice makes it imperative to find how social networks affect CRMs. Accordingly, this study explains the role of social networks in customer relationship management by using its analysis, tools and aspects of this concepts based on CRM models. We have provided a SCRM framework that is based on usual CRM models and incorporates Social networks and its tools, methods and analysis. The framework is combination of Social networks concept and traditional CRM concepts.

scholarly journals Pengaruh Identitas Sosial Dan Co-Creation Terhadap Niat Berperilaku Anggota Komunitas Online VW: Efek Moderasi Nostalgia

2016 ◽  
Vol 6 (2) ◽  
Author(s):  
Badri Munir Sukoco ◽  
Untung Teko TP
Keyword(s):  
Social Identity ◽  
Direct Effect ◽  
Customer Relationship Management ◽  
Indirect Effect ◽  
Behavioral Intentions ◽  
Relationship Management ◽  
Social Identification ◽  
Customer Relationship ◽  
The Relationship ◽  
Academic Implications

Developing relationships with customers through brand community is the recent tool for marketers for customer relationship management (CRM) program. The existence of a community, especially virtual, depends on the members’ participation as well as their recommendation to others. Previous studies indicate that members’ participation and recommendation depends on how deep is their identification toward the community. This article argues that social identification itself is not enough, unless the members engage in co-creation activities by exchanging knowledge with other members (co-consumption) and producers (co-production). Further, this article further argues that the effect of social identity on members’ co-creation and behavioral intentions will be moderated by their nostalgia proneness. We conducted survey among Volkswagen Indonesia CyberCommunity (VICC) members as one of the legendary brand in Indonesia. The results indicate that direct effect of social identity on members’ behavioral intentions is greater than indirect effect through co-creation. The moderating effect of nostalgia proneness is significant on the relationship between social identity and behavioral intentions, in which the effect is larger when members’ identification is low. Managerial and academic implications are further discussed in this paper. 

Sign in / Sign up

Export Citation Format

Share Document