The Affective and Cognitive Impacts of Perceived Touch on Online Customers' Intention to Return in the Web-based eCRM Environment

2011 ◽  
pp. 1379-1399
Author(s):  
Hong-Mei Chen ◽  
Qimei Chen ◽  
Rick Kazman
Keyword(s):  
Empirical Study ◽  
System Design ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Managers ◽  
Theoretical Underpinning ◽  
Web Based ◽  
Affective Quality ◽  
Intention To Return ◽  
The Web

Electronic Customer Relationship Management (ECRM) systems focus on a website as the interaction channel for creating a one-to-one relationship with customers via various “touch” options. The intention of such technologies is to affectively and cognitively impact on online customers’ intention to return to the website. To capture the influence of eCRM systems, we define a construct, Perceived Touch, to differentiate the customer’s perception of the touch received from the actual level of touch deployed. We report the results of an empirical study that provides evidence that Perceived Touch positively influences customers’ Behavioral Intention to Return via both affective and cognitive routes. Our results show that Perceived Touch provides a theoretical underpinning for eCRM system design and suggests that e-business managers invest in the design and evaluation of the users’ perception of touch options and pay special attention to affective quality manipulation.

The Affective and Cognitive Impacts of Perceived Touch on Online Customers' Intention to Return in the Web-based eCRM Environment

2009 ◽  
pp. 1530-1549
Author(s):  
Hong-Mei Chen ◽  
Qimei Chen ◽  
Rick Kazman
Keyword(s):  
Empirical Study ◽  
System Design ◽  
Relationship Management ◽  
Customer Relationship ◽  
Business Managers ◽  
Theoretical Underpinning ◽  
Web Based ◽  
Affective Quality ◽  
Intention To Return ◽  
The Web

Electronic Customer Relationship Management (ECRM) systems focus on a website as the interaction channel for creating a one-to-one relationship with customers via various “touch” options. The intention of such technologies is to affectively and cognitively impact on online customers’ intention to return to the website. To capture the influence of eCRM systems, we define a construct, Perceived Touch, to differentiate the customer’s perception of the touch received from the actual level of touch deployed. We report the results of an empirical study that provides evidence that Perceived Touch positively influences customers’ Behavioral Intention to Return via both affective and cognitive routes. Our results show that Perceived Touch provides a theoretical underpinning for eCRM system design and suggests that e-business managers invest in the design and evaluation of the users’ perception of touch options and pay special attention to affective quality manipulation.

scholarly journals Metode Customer Relationship Management untuk Stokis Luxor Cabang Kisaran Berbasis Web

2021 ◽  
Vol 1 (1) ◽  
pp. 73-80
Author(s):  
Cici Paramita Panjaitan ◽  
Iqbal Kamil Siregar ◽  
Santoso Santoso
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Herbal Products ◽  
Web Based ◽  
Customer Data ◽  
The Media ◽  
Good Word ◽  
Product Sales ◽  
The Web

Abstract : Customer relationship management is a facility to strengthen relationship between companies and customers. CRM also establishes sales programs to build and manage close ties with customers so as not to move to other competitors. This thesis presents an increase in web-based CRM in Stockist Luxor Kisaran. Luxor Stockist is a business entity engaged in marketing herbal products, the system used is still with a manual system. The results of the fundamental method on the web obtained are managing customer data, product improvement, product sales, and consumer consultation facilities to respond to questions and suggestions from customers. This application uses the PHP and MYSQL programming language for the media to make it easier for customers to interact with the company. This application is expected to help companies strengthen the good word with customers in retaining customers and to get new customers. Keyword :Customer Relationship Management, Marketing, Services, PHP language and  MYSQL database  Abstrak : Manajemen hubungan pada pelanggan ialah suatu fasilitas guna  mempererat jalinan baik perusahaan dan pelanggan. CRM juga membentuk program penjualan guna membangun serta mengatur ikatan yang erat pada pelanggan agar tidak berpindah ke pesaing lain. Skripsi ini menyajikan peningkatan CRM berbasis web di Stokis Luxor Kisaran. Stokis Luxor merupakan badan usaha yang bergerak dalan pemasaran produk herbal, sistem yang digunakan masih dengan sistem manual. Hasil metode mendasar pada web yang didapat adalah mengatur data konsumen, peningkatan produk, penjualan produk, dan fasilitas konsultasi konsumen guna menanggapi pertanyaan maupun saran dari pelanggan. Aplikasi ini memakai bahasa program PHP dan MYSQL untuk media agar memudahkan pelanggan untuk berinteraksi dengan perusahaan.. Aplikasi ini diharap dapat membantu perusahaan dalam mempererat ikataan baik dengan pelanggan dalam mempertahankan pelanggan dan untuk mendapatkan pelanggan baru.Kata Kunci:Customer Relationship Management,Pemasaran ,Pelayanan, bahasa PHP dan database MYSQL

scholarly journals Implementasi Costumer Relationship Management (CRM) Pada Sistem Informasi Penjualan Ban Di Toko Lingga Ban Berbasis Web

2018 ◽  
Vol 12 (1) ◽  
Author(s):  
Ipan Supandi ◽  
Fahmi Yusuf ◽  
Fauziah F
Keyword(s):  
Information System ◽  
Data Storage ◽  
Customer Relationship Management ◽  
Effective Means ◽  
Relationship Management ◽  
Customer Relationship ◽  
Programming Technique ◽  
Web Based ◽  
Testing Method ◽  
White Box Testing

The store Lingga Tires is a trademark unit engaged in the sale of the tires. The store Lingga Tires only rely on the conventional sales namely the subscriber must come into the store and doing transaction at the store. This makes the customer became less know the products in the market and the existing promotion. The store Lingga Tires want to provide a satisfactory services with want to deliver innovation and convenience for customers. To store the Lingga Tires need a means to support the sales transaction and media promotions effective means of implementing the method Customer Relationship Management (CRM) web-based. CRM is one of the means to build a good relationship with customers and to acquire new customers. Web-based Sales information system is built by the method of software development waterfall , the language of PHP programming technique, MySQL database as data storage and testing method using the black box & white box testing this system can be used by the administrator, customers and direction. The administrator is the person who manages the whole system. Customers can make your reservation, payment confirmation and have points shopping. The direction of instructions view report, this system is expected to be a solution to overcome the problems and to be able to increase sales in the Store Lingga Tires.Key Words: Information System,Sale,CRM, Web, Store Lingga Tires

scholarly journals The Implementation of Customer Relationship Management (CRM) Supported by SMS Gateway Technology

2019 ◽  
Vol 16 (1) ◽  
pp. 45
Author(s):  
Komang Redy Winatha
Keyword(s):  
Customer Relationship Management ◽  
Service Management ◽  
Environmental Changes ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Web Based ◽  
Customer Data ◽  
Gateway Technology ◽  
Web Based System

Responding to the higher restaurant industry competition, the Mailaku Roemah Nongkrong restaurant was not too flexible in facing an environmental changes. It was still using manual technology while there was an advancing technological developments. It was still applying the internal resources for business development. One way to overcome this problem is by utilizing technology and the concept of customer relationship management (CRM). CRM is a marketing strategy to create and maintain customer relationships and reduce the possibility of customers moving to other competitors. This study presented the development and implementation of CRM in a web-based system that was supported by sms gateway technology. The research methodology that will be used in this study consists of some steps, such as library study, observation, interviews, and system development which was divided into analysis, design, coding, and testing. The result was a web-based system was able to manage customer data, product promotion, and customer service management to create good relationships with customers. This system can be as an alternative for restaurants and customers in establishing practical business communication.

scholarly journals Prediction of customer behaviour through datamining assets

2009 ◽  
Vol 57 (3) ◽  
pp. 43-54
Author(s):  
Naděžda Chalupová
Keyword(s):  
Neural Network ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Business Managers ◽  
Correct Decision ◽  
Commercial Success ◽  
Customer Behaviour ◽  
Managerial Decisions

Business managers accounting for commercial success or non-success of the organization have to gain knowledge needful for correct decision acceptance. These knowledge represent sophisticated information hidden in enterprise data. One possibility, how to extract mentioned knowledge from data, is to use so-called datamining assets.The paper deals with an application of chosen basic methods of knowledge discovering in da­ta­ba­ses for area of customer-provider relation and it presents, how to avail acquired knowledge as basis of managerial decisions leading to improving of customer relationship management. It solves prediction, whose aim is, on the basis of some attributes of exploring objects, to predict future be­ha­viour of objects with these attributes. This way acquired knowledge, as the output of prediction, then can markedly help competent enterprise manager with planning of marketing strategies, for example so-called cross-selling and up-selling. The contribution describes a whole operation of available data processing: from its purifying, over its preparation for mining task, to self processing by the help of SAS Enterprise Miner tool. Regression analysis, neural network and decision tree, whose principles are briefly explained in this paper too, were used for knowledge mining. The estimation of customer behaviour was tested by two mining task varying in attribute using and in categories number of one of predicive attributes. The results of these two tasks are confronted by the help of prediction fruitfulness charts.

Social CRM

2012 ◽  
pp. 1101-1119 ◽  
Author(s):  
Anteneh Ayanso
Keyword(s):  
Customer Relationship ◽  
Web Based ◽  
Consumer Privacy ◽  
Media Technologies ◽  
Social Crm ◽  
Management Processes ◽  
Legal Challenges ◽  
Potential Benefits ◽  
Integration Data ◽  
The Web

This chapter provides an overview of social customer relationship management (CRM) and explores the Web-based platforms that provide social CRM solution in software as a service (SaaS) model as well as the applications and tools that complement traditional CRM systems. Based on a review of current practices, the chapter also outlines the potential benefits social CRM provides to organizations in their sales, service, and marketing efforts. Furthermore, while the Web and its new breed of technologies and applications open new opportunities for businesses, these technologies also pose several new challenges for organizations in implementation, integration, data security, and consumer privacy, among others. In addition, these technologies can be exploited in a negative way to propagate misinformation against businesses and their reputations. In view of this, this chapter also examines ethical and legal challenges businesses could face in embracing social media technologies at the core of their customer management processes and systems.

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