How to cite this paper
Al-Gasawneh, J., Al-Adamat, A., Almestrihif, R., Nusairat, N., Anuar, M & Abdalr, a. (2021). Mediator-moderator, innovation of mobile CRM, e-service convenience, online perceived behav-ioral control and reuse online shopping intention.International Journal of Data and Network Science, 5(4), 791-802.
Refrences
Ajzen, I. (1985). From intentions to actions: A theory of planned behavior. In Action control (pp. 11-39). Springer, Berlin, Heidelberg.
Alalwan, A. A. (2020). Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse. International Journal of Information Management, 50, 28-44.
Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A., & Wood, S. (1997). Interactive home shopping: con-sumer, retailer, and manufacturer incentives to participate in electronic marketplaces. Journal of Marketing, 61(3), 38-53.
Al-Gasawneh, J. A., & Al-Adamat, A. M. (2020). The relationship between perceived destination image, social media in-teraction and travel intentions relating to Neom city. Academy of Strategic Management Journal, 19(2), 1-12.
Al-Gasawneh, J. A., Alnaser, A. S., Nusairat, N. M., & Anuar, M. M. (2020). Website Usability, Content Marketing and Reuse Intention of Airline E-Tickets Services.
Al-Gasawneh, J., & Al-Adamat, A. (2020). The mediating role of e-word of mouth on the relationship between content marketing and green purchase intention. Management Science Letters, 10(8), 1701-1708.
Amoroso, D. L., & Chen, Y. A. N. (2017). Constructs Affecting Continuance intention in consumers with mobile financial apps: a dual factor approach. Journal of Information Technology Management, 28(3), 1-24.
Ashrafi, R., Mian, M. H., Rahman, M. M., & Jahiruddin, M. (2017). Reuse of spent mushroom substrate as casing material for the production of milky white mushroom. Journal of the Bangladesh Agricultural University, 15(2), 239-247.
Banyte, J., & Raišyte, V. (2009). Global financial crisis: reasons, effects and solutions. Stockholm School of Economics in Riga, Izmir.
Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Con-ceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173.
Becker, J.M., Klein, K., & Wetzels, M. (2012). Hierarchical latent variable models in PLS-SEM: Guidelines for using re-flective-formative type models. Long Range Planning, 45(5-6), 359-394
Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding service convenience. Journal
of Marketing, 66(3), 1–17. doi:10.1509/jmkg.66.3.1.18505.
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351-370.
Bibi, P. A. L. W. A. S. H. A., Pangil, F., & Johari, J. (2016). HRM practices and employees’ retention: The Moderating Role of Work Environment. European Academic Research, 3(12), 12994-13015.
Bloemer, J. M. M., Ruyter, K. D., & Peeters, P. (1998). On the relationship between financial institutions image, quality, satisfaction and loyalty. International Journal of Bank Marketing, 16(7), 276-286.
Chang, M. Y., Chen, K., Pang, C., Chen, C. M., & Yen, D. C. (2013). A study on the effects of service convenience and service quality on maintenance revisit intentions. Computer Standards & Interfaces, 35(2), 187-194.
Chin, W.W. (1998). Commentary: Issues and opinion on structural equation modelling. Management Information Systems Quarterly, 22(1), 7-16.
Chin, W.W. (2010). How to write up and report PLS analyses. In V. Esposito Vinzi, W.W. Chin, J. Henseler & H. Wang (Eds.), Handbook of Partial Least Squares. Springer.
Collier, J. E., & Sherrell, D. L. (2010). Examining the influence of control and convenience in a self-service setting. Jour-nal of the Academy of Marketing Science, 38(4), 490-509.
Davis, F. D., & Venkatesh, V. (1996). A critical assessment of potential measurement biases in the technology acceptance model: three experiments. International Journal of Human-Computer Studies, 45(1), 19-45.
Duarte, P., e Silva, S. C., & Ferreira, M. B. (2018). How convenient is it? Delivering online shopping convenience to en-hance customer satisfaction and encourage e-WOM. Journal of Retailing and Consumer Services, 44, 161-169.
Dursun, T., & Çelik, S. (2018). Mobile Customer Relationship Management: An Overview. Digital Marketing and Con-sumer Engagement: Concepts, Methodologies, Tools, and Applications, 59-72.
Fassott, G., Henseler, J., & Coelho, P.S. (2016). Testing moderating effects in PLS path models with composite variables. Industrial Management & Data Systems, 116(9), 1887-1900
Gefen, D., Rigdon, E. E., & Straub, D. (2011). Editor's comments: An update and extension to SEM guidelines for admin-istrative and social science research. Management Information Systems Quarterly, 35(2), 3-14.
Gengeswari, K., Padmashantini, P., & Sharmeela-Banu, S. A. (2013). Impact of customer retention practices on firm per-formance. International Journal of Academic Research in Business and Social Sciences, 3(7), 68.
Hair Jr, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). Advanced issues in partial least squares structural equation modeling. saGe publications.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. In European Business Review (Vol. 31, Issue 1, pp. 2–24). Emerald Group Publishing Ltd. Https://doi.org/10.1108/EBR-11-2018-0203
Hair, J.F., Hult, G.T.M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM). Sage publications
Han, M., Wu, J., Wang, Y., & Hong, M. (2018). A model and empirical study on the user’s continuance intention in online China brand communities based on customer-perceived benefits. Journal of Open Innovation: Technology, Market, and Complexity, 4(4), 46.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention. European Journal of Marketing, 37(11/12), 1762-1800.
Henseler, J., Ringle, C.M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Huang, Y. C., Wu, Y. C. J., Wang, Y. C., & Boulanger, N. C. (2011). Decision making in online auctions. Management Decision, 49(5), 784-800.
Jamali, M., Mehrabadi, M. A., & Pouri, M. (2017). The effect of the implementation of E-CRM electronic satisfaction and loyalty, electronic consumers of Mellat Bank's website. Revista Administração em Diálogo-RAD, 19, 117-135.
Jarvenpaa, S. L., Lang, K. R., Takeda, Y., & Tuunanen, V. K. (2003). Mobile commerce at crossroads. Communications of the ACM, 46(12), 41-44.
Jia, Q., Guo, Y., & Barnes, S. J. (2017). Enterprise 2.0 post-adoption: Extending the information system continuance mod-el based on the technology-Organization-environment framework. Computers in Human Behavior, 67, 95-105.
Jiang, L. A., Yang, Z., & Jun, M. (2013). Measuring consumer perceptions of online shopping convenience. Journal of Service management.
Kardes, T., & Cronley, F. M. & Cline, (2010). Consumer Behavior. Mason: South-Western Cengage Learning.
Kasemsap, K. (2018). Advocating electronic business and electronic commerce in the global marketplace. In Mobile Commerce: Concepts, Methodologies, Tools, and Applications (pp. 1139-1162). IGI Global.
Khazaei, A., Manjiri, H., Samiey, E., & Najafi, H. (2014). The effect of service convenience on customer satisfaction and behavioral responses in bank industry. International Journal of Basic Sciences & Applied Research, 3(1), 16-23.
Kianpour, K., Jusoh, A., Mardani, A., Streimikiene, D., Cavallaro, F., Nor, K. M., & Zavadskas, E. K. (2017). Factors in-fluencing consumers’ intention to return the end-of-life electronic products through reverse supply chain management for reuse, repair and recycling. Sustainability, 9(9), 1657.
Kumar, R., Sachan, A., & Dutta, T. (2020). Examining the Impact of e-Retailing Convenience Dimensions on Behavioral Intention: The Mediating Role of Satisfaction. Journal of Internet Commerce, 19(4), 466-494.
Küster, I., Vila, N., & Canales, P. (2016). How does the online service level influence consumers’ purchase intentions be-fore a transaction? A formative approach. European Journal of Management and Business Economics, 25(3), 111-120.
Lee, S. H. (2015). The impact of convenience value of mobile banking service on customer satisfaction and Re-usage in-tention: the moderate effect of technology anxiety. Journal of Information Technology Services, 14(2), 1-14.
Lee, Y., & Kwon, O. (2011). Intimacy, familiarity and continuance intention: An extended expectation–confirmation model in web-based services. Electronic Commerce Research and Applications, 10(3), 342-357.
Leppitsch, B. (2009). Customer Relationship Management Tools to Optimize Customer Satisfaction and Loyalty.
Lew, S. L., Lau, S. H., & Leow, M. C. (2019). Usability factors predicting continuance of intention to use cloud e-learning application. Heliyon, 5(6), e01788.
Liljander, V., Polsa, P., & Forsberg, K. (2007). Do mobile CRM services appeal to loyalty program customers?. Interna-tional Journal of E-Business Research (IJEBR), 3(2), 24-40.
Limayem, M., & Cheung, C. M. (2011). Predicting the continued use of Internet-based learning technologies: the role of habit. Behaviour & Information Technology, 30(1), 91-99.
Mansor, T. M. T., Ariff, A. M., & Hashim, H. A. (2020). Whistleblowing by auditors: the role of professional commitment and independence commitment. Managerial Auditing Journal, 35(8).
Mehmood, S. M., & Najmi, A. (2017). Understanding the impact of service convenience on customer satisfaction in home delivery: Evidence from Pakistan. International Journal of Electronic Customer Relationship Management, 11(1), 23-43.
Nath, V., Gugnani, R., Goswami, S., & Gupta, N. (2009). An insight into customer relationship management practices in selected Indian service industries. Journal of Marketing & Communication, 4(3).
Ngah, Abdul Hafaz, Gabarre, S., Eneizan, B., & Asri, N. (2020). Mediated and moderated model of the willingness to pay for halal transportation. Journal of Islamic Marketing. Https://doi.org/10.1108/JIMA-10-2019-0199
Ong, C. S., & Lin, M. Y. C. (2016). Is being satisfied enough? Well-being and IT post-adoption behavior: An empirical study of Facebook. Information Development, 32(4), 1042-1054.
Otim, S., & Grover, V. (2006). An empirical study on web-based services and customer loyalty. European Journal of In-formation Systems, 15(6), 527-541.
Pereira, H. G., de Fátima Salgueiro, M., & Rita, P. (2016). Online purchase determinants of loyalty: The mediating effect of satisfaction in tourism. Journal of Retailing and Consumer Services, 30, 279-291.
Pothal, L. K., Tripathy, S., Kumar, K., & Dash, A. (2021). Study of Customer Relationship Management in Automobile Industry. In Advances in Mechanical Processing and Design (pp. 649-660). Springer, Singapore.
Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879-891.
Rodriguez, M., & Boyer, S. (2020). The impact of mobile customer relationship management (mCRM) on sales collabora-tion and sales performance. Journal of Marketing Analytics, 8(3), 137-148.
Roggeveen, A. L., & Sethuraman, R. (2020). Customer-Interfacing Retail Technologies in 2020 & Beyond: An Integrative Framework and Research Directions. Journal of Retailing, 96(3), 299-309.
Saarijärvi, H., Sutinen, U. M., & Harris, L. C. (2017). Uncovering consumers’ returning behaviour: a study of fashion e-commerce. The International Review of Retail, Distribution and Consumer Research, 27(3), 284-299.
Shaikh, R. (2015). Mobile CRM (mCRM): A CASE STUDY OF MOBILE CRM STRATEGIES.
Simanjuntak, M., Putri, N. E., Yuliati, L. N., & Sabri, M. F. (2020). Enhancing customer retention using customer rela-tionship management approach in car loan bussiness. Cogent Business & Management, 7(1), 1738200.
Sinisalo, J., Salo, J., Karjaluoto, H., & Leppäniemi, M. (2007). Mobile customer relationship management: underlying is-sues and challenges. Business Process Management Journal.
Susanto, A., Chang, Y., & Ha, Y. (2016). Determinants of continuance intention to use the smartphone banking ser-vices. Industrial Management & Data Systems, 116(3), 508-525.
Tehseen, S., Ramayah, T., & Sajilan, S. (2017). Testing and controlling for common method variance: A review of availa-ble methods. Journal of Management Sciences, 4(2), 142-168.
Vasić, N., Kilibarda, M., & Kaurin, T. (2019). The influence of online shopping determinants on customer satisfaction in the Serbian market. Journal of Theoretical and Applied Electronic Commerce Research, 14(2), 70-89.
Wang, W. T., Ou, W. M., & Chen, W. Y. (2019). The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective. International Journal of Information Management, 44, 178-193.
Wulfert, T. (2019). Mobile App Service Quality Dimensions and Requirements for Mobile Shopping Companion Apps. Junior Management Science, 4(3), 339-391.
Alalwan, A. A. (2020). Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse. International Journal of Information Management, 50, 28-44.
Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A., & Wood, S. (1997). Interactive home shopping: con-sumer, retailer, and manufacturer incentives to participate in electronic marketplaces. Journal of Marketing, 61(3), 38-53.
Al-Gasawneh, J. A., & Al-Adamat, A. M. (2020). The relationship between perceived destination image, social media in-teraction and travel intentions relating to Neom city. Academy of Strategic Management Journal, 19(2), 1-12.
Al-Gasawneh, J. A., Alnaser, A. S., Nusairat, N. M., & Anuar, M. M. (2020). Website Usability, Content Marketing and Reuse Intention of Airline E-Tickets Services.
Al-Gasawneh, J., & Al-Adamat, A. (2020). The mediating role of e-word of mouth on the relationship between content marketing and green purchase intention. Management Science Letters, 10(8), 1701-1708.
Amoroso, D. L., & Chen, Y. A. N. (2017). Constructs Affecting Continuance intention in consumers with mobile financial apps: a dual factor approach. Journal of Information Technology Management, 28(3), 1-24.
Ashrafi, R., Mian, M. H., Rahman, M. M., & Jahiruddin, M. (2017). Reuse of spent mushroom substrate as casing material for the production of milky white mushroom. Journal of the Bangladesh Agricultural University, 15(2), 239-247.
Banyte, J., & Raišyte, V. (2009). Global financial crisis: reasons, effects and solutions. Stockholm School of Economics in Riga, Izmir.
Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Con-ceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173.
Becker, J.M., Klein, K., & Wetzels, M. (2012). Hierarchical latent variable models in PLS-SEM: Guidelines for using re-flective-formative type models. Long Range Planning, 45(5-6), 359-394
Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding service convenience. Journal
of Marketing, 66(3), 1–17. doi:10.1509/jmkg.66.3.1.18505.
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351-370.
Bibi, P. A. L. W. A. S. H. A., Pangil, F., & Johari, J. (2016). HRM practices and employees’ retention: The Moderating Role of Work Environment. European Academic Research, 3(12), 12994-13015.
Bloemer, J. M. M., Ruyter, K. D., & Peeters, P. (1998). On the relationship between financial institutions image, quality, satisfaction and loyalty. International Journal of Bank Marketing, 16(7), 276-286.
Chang, M. Y., Chen, K., Pang, C., Chen, C. M., & Yen, D. C. (2013). A study on the effects of service convenience and service quality on maintenance revisit intentions. Computer Standards & Interfaces, 35(2), 187-194.
Chin, W.W. (1998). Commentary: Issues and opinion on structural equation modelling. Management Information Systems Quarterly, 22(1), 7-16.
Chin, W.W. (2010). How to write up and report PLS analyses. In V. Esposito Vinzi, W.W. Chin, J. Henseler & H. Wang (Eds.), Handbook of Partial Least Squares. Springer.
Collier, J. E., & Sherrell, D. L. (2010). Examining the influence of control and convenience in a self-service setting. Jour-nal of the Academy of Marketing Science, 38(4), 490-509.
Davis, F. D., & Venkatesh, V. (1996). A critical assessment of potential measurement biases in the technology acceptance model: three experiments. International Journal of Human-Computer Studies, 45(1), 19-45.
Duarte, P., e Silva, S. C., & Ferreira, M. B. (2018). How convenient is it? Delivering online shopping convenience to en-hance customer satisfaction and encourage e-WOM. Journal of Retailing and Consumer Services, 44, 161-169.
Dursun, T., & Çelik, S. (2018). Mobile Customer Relationship Management: An Overview. Digital Marketing and Con-sumer Engagement: Concepts, Methodologies, Tools, and Applications, 59-72.
Fassott, G., Henseler, J., & Coelho, P.S. (2016). Testing moderating effects in PLS path models with composite variables. Industrial Management & Data Systems, 116(9), 1887-1900
Gefen, D., Rigdon, E. E., & Straub, D. (2011). Editor's comments: An update and extension to SEM guidelines for admin-istrative and social science research. Management Information Systems Quarterly, 35(2), 3-14.
Gengeswari, K., Padmashantini, P., & Sharmeela-Banu, S. A. (2013). Impact of customer retention practices on firm per-formance. International Journal of Academic Research in Business and Social Sciences, 3(7), 68.
Hair Jr, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). Advanced issues in partial least squares structural equation modeling. saGe publications.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. In European Business Review (Vol. 31, Issue 1, pp. 2–24). Emerald Group Publishing Ltd. Https://doi.org/10.1108/EBR-11-2018-0203
Hair, J.F., Hult, G.T.M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM). Sage publications
Han, M., Wu, J., Wang, Y., & Hong, M. (2018). A model and empirical study on the user’s continuance intention in online China brand communities based on customer-perceived benefits. Journal of Open Innovation: Technology, Market, and Complexity, 4(4), 46.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention. European Journal of Marketing, 37(11/12), 1762-1800.
Henseler, J., Ringle, C.M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Huang, Y. C., Wu, Y. C. J., Wang, Y. C., & Boulanger, N. C. (2011). Decision making in online auctions. Management Decision, 49(5), 784-800.
Jamali, M., Mehrabadi, M. A., & Pouri, M. (2017). The effect of the implementation of E-CRM electronic satisfaction and loyalty, electronic consumers of Mellat Bank's website. Revista Administração em Diálogo-RAD, 19, 117-135.
Jarvenpaa, S. L., Lang, K. R., Takeda, Y., & Tuunanen, V. K. (2003). Mobile commerce at crossroads. Communications of the ACM, 46(12), 41-44.
Jia, Q., Guo, Y., & Barnes, S. J. (2017). Enterprise 2.0 post-adoption: Extending the information system continuance mod-el based on the technology-Organization-environment framework. Computers in Human Behavior, 67, 95-105.
Jiang, L. A., Yang, Z., & Jun, M. (2013). Measuring consumer perceptions of online shopping convenience. Journal of Service management.
Kardes, T., & Cronley, F. M. & Cline, (2010). Consumer Behavior. Mason: South-Western Cengage Learning.
Kasemsap, K. (2018). Advocating electronic business and electronic commerce in the global marketplace. In Mobile Commerce: Concepts, Methodologies, Tools, and Applications (pp. 1139-1162). IGI Global.
Khazaei, A., Manjiri, H., Samiey, E., & Najafi, H. (2014). The effect of service convenience on customer satisfaction and behavioral responses in bank industry. International Journal of Basic Sciences & Applied Research, 3(1), 16-23.
Kianpour, K., Jusoh, A., Mardani, A., Streimikiene, D., Cavallaro, F., Nor, K. M., & Zavadskas, E. K. (2017). Factors in-fluencing consumers’ intention to return the end-of-life electronic products through reverse supply chain management for reuse, repair and recycling. Sustainability, 9(9), 1657.
Kumar, R., Sachan, A., & Dutta, T. (2020). Examining the Impact of e-Retailing Convenience Dimensions on Behavioral Intention: The Mediating Role of Satisfaction. Journal of Internet Commerce, 19(4), 466-494.
Küster, I., Vila, N., & Canales, P. (2016). How does the online service level influence consumers’ purchase intentions be-fore a transaction? A formative approach. European Journal of Management and Business Economics, 25(3), 111-120.
Lee, S. H. (2015). The impact of convenience value of mobile banking service on customer satisfaction and Re-usage in-tention: the moderate effect of technology anxiety. Journal of Information Technology Services, 14(2), 1-14.
Lee, Y., & Kwon, O. (2011). Intimacy, familiarity and continuance intention: An extended expectation–confirmation model in web-based services. Electronic Commerce Research and Applications, 10(3), 342-357.
Leppitsch, B. (2009). Customer Relationship Management Tools to Optimize Customer Satisfaction and Loyalty.
Lew, S. L., Lau, S. H., & Leow, M. C. (2019). Usability factors predicting continuance of intention to use cloud e-learning application. Heliyon, 5(6), e01788.
Liljander, V., Polsa, P., & Forsberg, K. (2007). Do mobile CRM services appeal to loyalty program customers?. Interna-tional Journal of E-Business Research (IJEBR), 3(2), 24-40.
Limayem, M., & Cheung, C. M. (2011). Predicting the continued use of Internet-based learning technologies: the role of habit. Behaviour & Information Technology, 30(1), 91-99.
Mansor, T. M. T., Ariff, A. M., & Hashim, H. A. (2020). Whistleblowing by auditors: the role of professional commitment and independence commitment. Managerial Auditing Journal, 35(8).
Mehmood, S. M., & Najmi, A. (2017). Understanding the impact of service convenience on customer satisfaction in home delivery: Evidence from Pakistan. International Journal of Electronic Customer Relationship Management, 11(1), 23-43.
Nath, V., Gugnani, R., Goswami, S., & Gupta, N. (2009). An insight into customer relationship management practices in selected Indian service industries. Journal of Marketing & Communication, 4(3).
Ngah, Abdul Hafaz, Gabarre, S., Eneizan, B., & Asri, N. (2020). Mediated and moderated model of the willingness to pay for halal transportation. Journal of Islamic Marketing. Https://doi.org/10.1108/JIMA-10-2019-0199
Ong, C. S., & Lin, M. Y. C. (2016). Is being satisfied enough? Well-being and IT post-adoption behavior: An empirical study of Facebook. Information Development, 32(4), 1042-1054.
Otim, S., & Grover, V. (2006). An empirical study on web-based services and customer loyalty. European Journal of In-formation Systems, 15(6), 527-541.
Pereira, H. G., de Fátima Salgueiro, M., & Rita, P. (2016). Online purchase determinants of loyalty: The mediating effect of satisfaction in tourism. Journal of Retailing and Consumer Services, 30, 279-291.
Pothal, L. K., Tripathy, S., Kumar, K., & Dash, A. (2021). Study of Customer Relationship Management in Automobile Industry. In Advances in Mechanical Processing and Design (pp. 649-660). Springer, Singapore.
Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879-891.
Rodriguez, M., & Boyer, S. (2020). The impact of mobile customer relationship management (mCRM) on sales collabora-tion and sales performance. Journal of Marketing Analytics, 8(3), 137-148.
Roggeveen, A. L., & Sethuraman, R. (2020). Customer-Interfacing Retail Technologies in 2020 & Beyond: An Integrative Framework and Research Directions. Journal of Retailing, 96(3), 299-309.
Saarijärvi, H., Sutinen, U. M., & Harris, L. C. (2017). Uncovering consumers’ returning behaviour: a study of fashion e-commerce. The International Review of Retail, Distribution and Consumer Research, 27(3), 284-299.
Shaikh, R. (2015). Mobile CRM (mCRM): A CASE STUDY OF MOBILE CRM STRATEGIES.
Simanjuntak, M., Putri, N. E., Yuliati, L. N., & Sabri, M. F. (2020). Enhancing customer retention using customer rela-tionship management approach in car loan bussiness. Cogent Business & Management, 7(1), 1738200.
Sinisalo, J., Salo, J., Karjaluoto, H., & Leppäniemi, M. (2007). Mobile customer relationship management: underlying is-sues and challenges. Business Process Management Journal.
Susanto, A., Chang, Y., & Ha, Y. (2016). Determinants of continuance intention to use the smartphone banking ser-vices. Industrial Management & Data Systems, 116(3), 508-525.
Tehseen, S., Ramayah, T., & Sajilan, S. (2017). Testing and controlling for common method variance: A review of availa-ble methods. Journal of Management Sciences, 4(2), 142-168.
Vasić, N., Kilibarda, M., & Kaurin, T. (2019). The influence of online shopping determinants on customer satisfaction in the Serbian market. Journal of Theoretical and Applied Electronic Commerce Research, 14(2), 70-89.
Wang, W. T., Ou, W. M., & Chen, W. Y. (2019). The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective. International Journal of Information Management, 44, 178-193.
Wulfert, T. (2019). Mobile App Service Quality Dimensions and Requirements for Mobile Shopping Companion Apps. Junior Management Science, 4(3), 339-391.