How to cite this paper
Nuseir, M & Refae, G. (2022). The effect of digital marketing capabilities on business performance enhancement: Mediating the role of customer relationship management (CRM).International Journal of Data and Network Science, 6(2), 295-304.
Refrences
Abu-Alhaija, A. S., Yusof, R. N. R., Haslinda, H., & Jaharuddin, N. S. (2018). Customer loyalty: antecedents, approaches and influences of culture and religion. Journal of Islamic Management Studies, 1(2), 62-78.
Ahmed, M. A., & Zahid, Z. (2014). Role of social media marketing to enhance CRM and brand equity in terms of purchase intention. Asian Journal of management research, 4(3), 533-549.
Akhmedov, R. (2017). Implementation of CRM strategies to increase customer loyalty, Case of Kazakhstan Companies. Nile Journal of Business and Economics, 3(6), 33-57.
Akram, K., Siddiqui, S. H., Nawaz, M. A., Ghauri, T. A., & Cheema, A. K. H. (2011). Role of knowledge management to bring innovation: An integrated approach. International Bulletin of Business Administration, 11, 121-134.
Al-Matari, E. M., Al-Swidi, A. K., & Fadzil, F. H. B. (2014). The measurements of firm performance's dimensions. Asian Journal of Finance & Accounting, 6(1), 24.
Algharabat, R., Rana, N. P., Alalwan, A. A., Baabdullah, A., & Gupta, A. (2020). Investigating the antecedents of customer brand engagement and consumer-based brand equity in social media. Journal of Retailing and Consumer Services, 53.
Amofah, P., & Ijaz, A. (2005). Objectives, strategies and expected benefits of customer relationship management. In.
Berg, T., Burg, V., Gombović, A., & Puri, M. (2020). On the rise of fintechs: Credit scoring using digital footprints. The Review of Financial Studies, 33(7), 2845-2897.
Buttle, F., & Maklan, S. (2019). Customer relationship management: concepts and technologies: Routledge.
Chaffey, D., & Ellis-Chadwick, F. (2019). Digital marketing: Pearson UK.
Chaffey, D., & Smith, P. R. (2017). Digital marketing excellence: planning, optimizing and integrating online marketing: Taylor & Francis.
Charlesworth, A. (2014). Digital marketing: A practical approach: Routledge.
Clark, B. (2007). Measuring marketing performance: research, practice and challenges. Business performance measurement, 36-63.
Day, G. S. (2011). Closing the marketing capabilities gap. Journal of marketing, 75(4), 183-195.
Donni, R., Dastane, O., Haba, H. F., & Selvaraj, K. (2018). Consumer perception factors for fashion M-commerce and its impact on loyalty among working adults. Business and Economic Research, 8(2), 168-192.
Epstein, M., & Yuthas, K. (2007). Managing customer value. In Management Accounting Guideline.
Fitzgerald, M., Kruschwitz, N., Bonnet, D., & Welch, M. (2014). Embracing digital technology: A new strategic imperative. MIT sloan management review, 55(2), 1.
Gabriel, J., & Kolapo, S. (2015). Online marketing and consumer purchase behaviour: a study of Nigerian firms. British Journal of Marketing Studies, 3(7), 1-14.
García, L., José, J., Lizcano, D., Ramos, C. M., & Matos, N. (2019). Digital marketing actions that achieve a better attraction and loyalty of users: An analytical study. Future Internet, 11(6), 130.
Gupta, G. (2019). Inclusive use of digital marketing in tourism industry. In information systems design and intelligent applications (pp. 411-419): Springer.
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.
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In New challenges to international marketing: Emerald Group Publishing Limited.
Husnain, M., & Toor, A. (2017). The impact of social network marketing on consumer purchase intention in Pakistan: Consumer engagement as a mediator. Asian Journal of Business and Accounting, 10(1), 167-199.
Jacuński, M. (2018). Measuring and analysis of digital marketing. RESEARCH PRIVACY, 11.
Jianjun, H., Yao, Y., Hameed, J., Hafiz, W. K., Nawaz, M. A., Aqdas, R., & Patwary, A. K. (2021). The Role of Artificial and Nonartificial Intelligence in the New Product Success with Moderating Role of New Product Innovation: A Case of Manufacturing Companies in China. Complexity, 2021.
Kannan, P. (2017). Digital marketing: A framework, review and research agenda. International Journal of Research in Marketing, 34(1), 22-45.
Karjaluoto, H., & Ulkuniemi, P. (2015). Digital communications in industrial marketing. Journal of Business & Industrial Marketing.
Kim, A. J., & Ko, E. (2012). Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand. Journal of Business research, 65(10), 1480-1486.
Kingsnorth, S. (2019). Digital marketing strategy: an integrated approach to online marketing: Kogan Page Publishers.
Kirca, A. H., Jayachandran, S., & Bearden, W. O. (2005). Market orientation: A meta-analytic review and assessment of its antecedents and impact on performance. Journal of marketing, 69(2), 24-41.
Korkpoe, C. H., & Nyarku, K. M. (2013). Building an organizational culture that promotes innovation in IT firms: A conceptual framework. International Journal of Strategic Information Technology and Applications (IJSITA), 4(1), 1-14.
Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and psychological measurement, 30(3), 607-610.
Kumar, V. (2010). Customer relationship management. Wiley international encyclopedia of marketing.
Lodhi, S., & Shoaib, M. (2017). Impact of E-marketing on consumer behaviour: A case of Karachi, Pakistan. IOSR Journal of Business and Management (IOSR-JBM), 19(1), 90-101.
Magano, J., & Cunha, M. Z. N. (2019). Mobile Apps and Travel Apps on the tourism journey. Tourism and Leisure, 8, 17.
Medori, D., & Steeple, D. (2000). A framework for auditing and enhancing performance measurement systems. International journal of operations & production management.
Merisavo, M. (2003). The effects of digital marketing on customer relationships: Helsinki School of Economics.
Morgan, N. A. (2012). Marketing and business performance. Journal of the academy of marketing science, 40(1), 102-119.
Morgan, N. A., Slotegraaf, R. J., & Vorhies, D. W. (2009). Linking marketing capabilities with profit growth. International Journal of Research in Marketing, 26(4), 284-293.
Mukami, N. A. (2017). Customer Relationship Management Strategies and Customer Satisfaction: Case of Chase Bank (Kenya) Limited-In Receivership. United States International University-Africa,
Neeraj, G. (2020). Innovation & Technology: Insurance in UAE Ready for Big Leap. Insurance Thought Leadership.
Nykamp, M. (2012). Customer differential: Bpi (India) Pvt Limited.
Ozturk, A. B., Nusair, K., Okumus, F., & Hua, N. (2016). The role of utilitarian and hedonic values on users’ continued usage intention in a mobile hotel booking environment. International Journal of Hospitality Management, 57, 106-115.
Parsons, A., Zeisser, M., & Waitman, R. (1998). Organizing today for the digital marketing of tomorrow. Journal of interactive marketing, 12(1), 31-46.
Payne, A., & Frow, P. (2006). Customer relationship management: from strategy to implementation. Journal of marketing management, 22(1-2), 135-168.
Piñeiro-Otero, T., & Martínez-Rolán, X. (2016). Understanding digital marketing—basics and actions. In MBA (pp. 37-74): Springer.
Poturak, M., & Softic, S. (2019). Influence of social media content on consumer purchase intention: Mediation effect of brand equity. Eurasian Journal of Business and Economics, 12(23), 17-43.
Puri-Mirza, A. (2020). Projected market size of the insurance industry in the United Arab Emirates from 2019 to 2024, by segment. Statista.
Putney, A., & Puney, M. (2013). A study on the role of CRM in the Indian banking sector. International Journal of Management and Business Studies, 3(1), 88-89.
Raj, B. (2020). Online marketing of insurance to need approval in UAE. Electronic Insurance Regulations.
Ramesh, M., & Vidhya, B. (2019). DIGITAL MARKETING AND ITS EFFECT ON ONLINE CONSUMER BUYING BEHAVIOR. Journal of Services Research, 19(2), 61-77.
Richards, K. A., & Jones, E. (2008). Customer relationship management: Finding value drivers. Industrial marketing management, 37(2), 120-130.
Roy, S. K., Padmavathy, C., Balaji, M., & Sivakumar, V. (2012). Measuring effectiveness of customer relationship management in Indian retail banks. International Journal of Bank Marketing.
Rungtusanatham, M., Miller, J., & Boyer, K. (2014). Theorizing, testing, and concluding for mediation in SCM research: tutorial and procedural recommendations. Journal of Operations Management, 32(3), 99-113.
Sawicki, A. (2016). Digital marketing. World Scientific News, 48, 82-88.
Sekaran, U., & Bougie, R. (2013). Research Methods for Business: A skill building approach. (6th ed.). New York: John Wiley and Sons.
Shankar, V., Urban, G. L., & Sultan, F. (2002). Online trust: a stakeholder perspective, concepts, implications, and future directions. The Journal of Strategic Information Systems, 11(3-4), 325-344.
Sun, H., Awan, R. U., Nawaz, M. A., Mohsin, M., Rasheed, A. K., & Iqbal, N. (2020). Assessing the socio-economic viability of solar commercialization and electrification in south Asian countries. Environment, Development and Sustainability, 1-23.
Świeczak, W. Ś., & Łukowski, W. (2016). Lead generation strategy as a multichannel mechanism of growth of a modern enterprise. Marketing of Scientific and Research Organizations, 21(3), 105-140.
Tamrakar, C. B., Pyo, T.-H., & Gruca, T. S. (2018). Social media sentiment and firm value. In: working paper, Georgia Southern University.
Teixeira, S. F., Barbosa, B., & Pinto, H. (2019). How do entrepreneurs see digital marketing?: Evidence from Portugal. In Entrepreneurial Orientation and Opportunities for Global Economic Growth (pp. 1-19): IGI Global.
Tsiotsou, R. H., & Vlachopoulou, M. (2011). Understanding the effects of market orientation and e‐marketing on service performance. Marketing Intelligence & Planning.
Wai, K., Dastane, O., Johari, Z., & Ismail, N. B. (2019). Perceived risk factors affecting consumers’ online shopping behaviour. The Journal of Asian Finance, Economics and Business, 6(4), 246-260.
Wibisurya, I. (2018). The effect of digital marketing implementation through location based advertising on customer’s purchase intention. Binus Business Review, 9(2), 153-161.
Wong, S., Dastane, O., Mohd Satar, N. S., & Ma’arif, M. Y. (2019). What WeChat can learn from WhatsApp? Customer value proposition development for mobile social networking (MSN) apps: A case study approach. Journal of Theoretical and Applied Information Technology.
Wymbs, C. (2011). Digital marketing: The time for a new “academic major” has arrived. Journal of Marketing Education, 33(1), 93-106.
Ahmed, M. A., & Zahid, Z. (2014). Role of social media marketing to enhance CRM and brand equity in terms of purchase intention. Asian Journal of management research, 4(3), 533-549.
Akhmedov, R. (2017). Implementation of CRM strategies to increase customer loyalty, Case of Kazakhstan Companies. Nile Journal of Business and Economics, 3(6), 33-57.
Akram, K., Siddiqui, S. H., Nawaz, M. A., Ghauri, T. A., & Cheema, A. K. H. (2011). Role of knowledge management to bring innovation: An integrated approach. International Bulletin of Business Administration, 11, 121-134.
Al-Matari, E. M., Al-Swidi, A. K., & Fadzil, F. H. B. (2014). The measurements of firm performance's dimensions. Asian Journal of Finance & Accounting, 6(1), 24.
Algharabat, R., Rana, N. P., Alalwan, A. A., Baabdullah, A., & Gupta, A. (2020). Investigating the antecedents of customer brand engagement and consumer-based brand equity in social media. Journal of Retailing and Consumer Services, 53.
Amofah, P., & Ijaz, A. (2005). Objectives, strategies and expected benefits of customer relationship management. In.
Berg, T., Burg, V., Gombović, A., & Puri, M. (2020). On the rise of fintechs: Credit scoring using digital footprints. The Review of Financial Studies, 33(7), 2845-2897.
Buttle, F., & Maklan, S. (2019). Customer relationship management: concepts and technologies: Routledge.
Chaffey, D., & Ellis-Chadwick, F. (2019). Digital marketing: Pearson UK.
Chaffey, D., & Smith, P. R. (2017). Digital marketing excellence: planning, optimizing and integrating online marketing: Taylor & Francis.
Charlesworth, A. (2014). Digital marketing: A practical approach: Routledge.
Clark, B. (2007). Measuring marketing performance: research, practice and challenges. Business performance measurement, 36-63.
Day, G. S. (2011). Closing the marketing capabilities gap. Journal of marketing, 75(4), 183-195.
Donni, R., Dastane, O., Haba, H. F., & Selvaraj, K. (2018). Consumer perception factors for fashion M-commerce and its impact on loyalty among working adults. Business and Economic Research, 8(2), 168-192.
Epstein, M., & Yuthas, K. (2007). Managing customer value. In Management Accounting Guideline.
Fitzgerald, M., Kruschwitz, N., Bonnet, D., & Welch, M. (2014). Embracing digital technology: A new strategic imperative. MIT sloan management review, 55(2), 1.
Gabriel, J., & Kolapo, S. (2015). Online marketing and consumer purchase behaviour: a study of Nigerian firms. British Journal of Marketing Studies, 3(7), 1-14.
García, L., José, J., Lizcano, D., Ramos, C. M., & Matos, N. (2019). Digital marketing actions that achieve a better attraction and loyalty of users: An analytical study. Future Internet, 11(6), 130.
Gupta, G. (2019). Inclusive use of digital marketing in tourism industry. In information systems design and intelligent applications (pp. 411-419): Springer.
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.
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In New challenges to international marketing: Emerald Group Publishing Limited.
Husnain, M., & Toor, A. (2017). The impact of social network marketing on consumer purchase intention in Pakistan: Consumer engagement as a mediator. Asian Journal of Business and Accounting, 10(1), 167-199.
Jacuński, M. (2018). Measuring and analysis of digital marketing. RESEARCH PRIVACY, 11.
Jianjun, H., Yao, Y., Hameed, J., Hafiz, W. K., Nawaz, M. A., Aqdas, R., & Patwary, A. K. (2021). The Role of Artificial and Nonartificial Intelligence in the New Product Success with Moderating Role of New Product Innovation: A Case of Manufacturing Companies in China. Complexity, 2021.
Kannan, P. (2017). Digital marketing: A framework, review and research agenda. International Journal of Research in Marketing, 34(1), 22-45.
Karjaluoto, H., & Ulkuniemi, P. (2015). Digital communications in industrial marketing. Journal of Business & Industrial Marketing.
Kim, A. J., & Ko, E. (2012). Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand. Journal of Business research, 65(10), 1480-1486.
Kingsnorth, S. (2019). Digital marketing strategy: an integrated approach to online marketing: Kogan Page Publishers.
Kirca, A. H., Jayachandran, S., & Bearden, W. O. (2005). Market orientation: A meta-analytic review and assessment of its antecedents and impact on performance. Journal of marketing, 69(2), 24-41.
Korkpoe, C. H., & Nyarku, K. M. (2013). Building an organizational culture that promotes innovation in IT firms: A conceptual framework. International Journal of Strategic Information Technology and Applications (IJSITA), 4(1), 1-14.
Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and psychological measurement, 30(3), 607-610.
Kumar, V. (2010). Customer relationship management. Wiley international encyclopedia of marketing.
Lodhi, S., & Shoaib, M. (2017). Impact of E-marketing on consumer behaviour: A case of Karachi, Pakistan. IOSR Journal of Business and Management (IOSR-JBM), 19(1), 90-101.
Magano, J., & Cunha, M. Z. N. (2019). Mobile Apps and Travel Apps on the tourism journey. Tourism and Leisure, 8, 17.
Medori, D., & Steeple, D. (2000). A framework for auditing and enhancing performance measurement systems. International journal of operations & production management.
Merisavo, M. (2003). The effects of digital marketing on customer relationships: Helsinki School of Economics.
Morgan, N. A. (2012). Marketing and business performance. Journal of the academy of marketing science, 40(1), 102-119.
Morgan, N. A., Slotegraaf, R. J., & Vorhies, D. W. (2009). Linking marketing capabilities with profit growth. International Journal of Research in Marketing, 26(4), 284-293.
Mukami, N. A. (2017). Customer Relationship Management Strategies and Customer Satisfaction: Case of Chase Bank (Kenya) Limited-In Receivership. United States International University-Africa,
Neeraj, G. (2020). Innovation & Technology: Insurance in UAE Ready for Big Leap. Insurance Thought Leadership.
Nykamp, M. (2012). Customer differential: Bpi (India) Pvt Limited.
Ozturk, A. B., Nusair, K., Okumus, F., & Hua, N. (2016). The role of utilitarian and hedonic values on users’ continued usage intention in a mobile hotel booking environment. International Journal of Hospitality Management, 57, 106-115.
Parsons, A., Zeisser, M., & Waitman, R. (1998). Organizing today for the digital marketing of tomorrow. Journal of interactive marketing, 12(1), 31-46.
Payne, A., & Frow, P. (2006). Customer relationship management: from strategy to implementation. Journal of marketing management, 22(1-2), 135-168.
Piñeiro-Otero, T., & Martínez-Rolán, X. (2016). Understanding digital marketing—basics and actions. In MBA (pp. 37-74): Springer.
Poturak, M., & Softic, S. (2019). Influence of social media content on consumer purchase intention: Mediation effect of brand equity. Eurasian Journal of Business and Economics, 12(23), 17-43.
Puri-Mirza, A. (2020). Projected market size of the insurance industry in the United Arab Emirates from 2019 to 2024, by segment. Statista.
Putney, A., & Puney, M. (2013). A study on the role of CRM in the Indian banking sector. International Journal of Management and Business Studies, 3(1), 88-89.
Raj, B. (2020). Online marketing of insurance to need approval in UAE. Electronic Insurance Regulations.
Ramesh, M., & Vidhya, B. (2019). DIGITAL MARKETING AND ITS EFFECT ON ONLINE CONSUMER BUYING BEHAVIOR. Journal of Services Research, 19(2), 61-77.
Richards, K. A., & Jones, E. (2008). Customer relationship management: Finding value drivers. Industrial marketing management, 37(2), 120-130.
Roy, S. K., Padmavathy, C., Balaji, M., & Sivakumar, V. (2012). Measuring effectiveness of customer relationship management in Indian retail banks. International Journal of Bank Marketing.
Rungtusanatham, M., Miller, J., & Boyer, K. (2014). Theorizing, testing, and concluding for mediation in SCM research: tutorial and procedural recommendations. Journal of Operations Management, 32(3), 99-113.
Sawicki, A. (2016). Digital marketing. World Scientific News, 48, 82-88.
Sekaran, U., & Bougie, R. (2013). Research Methods for Business: A skill building approach. (6th ed.). New York: John Wiley and Sons.
Shankar, V., Urban, G. L., & Sultan, F. (2002). Online trust: a stakeholder perspective, concepts, implications, and future directions. The Journal of Strategic Information Systems, 11(3-4), 325-344.
Sun, H., Awan, R. U., Nawaz, M. A., Mohsin, M., Rasheed, A. K., & Iqbal, N. (2020). Assessing the socio-economic viability of solar commercialization and electrification in south Asian countries. Environment, Development and Sustainability, 1-23.
Świeczak, W. Ś., & Łukowski, W. (2016). Lead generation strategy as a multichannel mechanism of growth of a modern enterprise. Marketing of Scientific and Research Organizations, 21(3), 105-140.
Tamrakar, C. B., Pyo, T.-H., & Gruca, T. S. (2018). Social media sentiment and firm value. In: working paper, Georgia Southern University.
Teixeira, S. F., Barbosa, B., & Pinto, H. (2019). How do entrepreneurs see digital marketing?: Evidence from Portugal. In Entrepreneurial Orientation and Opportunities for Global Economic Growth (pp. 1-19): IGI Global.
Tsiotsou, R. H., & Vlachopoulou, M. (2011). Understanding the effects of market orientation and e‐marketing on service performance. Marketing Intelligence & Planning.
Wai, K., Dastane, O., Johari, Z., & Ismail, N. B. (2019). Perceived risk factors affecting consumers’ online shopping behaviour. The Journal of Asian Finance, Economics and Business, 6(4), 246-260.
Wibisurya, I. (2018). The effect of digital marketing implementation through location based advertising on customer’s purchase intention. Binus Business Review, 9(2), 153-161.
Wong, S., Dastane, O., Mohd Satar, N. S., & Ma’arif, M. Y. (2019). What WeChat can learn from WhatsApp? Customer value proposition development for mobile social networking (MSN) apps: A case study approach. Journal of Theoretical and Applied Information Technology.
Wymbs, C. (2011). Digital marketing: The time for a new “academic major” has arrived. Journal of Marketing Education, 33(1), 93-106.