How to cite this paper
Al-Ayed, S & Al-Tit, A. (2024). The impact of digitized customer behaviors on performance: The mediating and the moderating role of digitized CRM.International Journal of Data and Network Science, 8(1), 189-194.
Refrences
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Al-Hawary, S.I.S., & Aldaihani, F.M. (2016). Customer relationship management and innovation capabilities of Kuwait Air-ways. International Journal of Academic Research in Economics and Management Sciences. 5(4), 201-226.
Almohaimmeed, B. (2021). The impact of analytical CRM on strategic CRM, operational CRM and customer satisfaction: Empirical study on commercial banks. Uncertain Supply Chain Management, 9(3), 711-718.
AlTaweel, I. R., & Al-Hawary, S. I. (2021). The mediating role of innovation capability on the relationship between strategic agility and organizational performance. Sustainability, 13(14), 7564.
Becker, J. U., Greve, G., & Albers, S. (2009). The impact of technological and organizational implementation of CRM on cus-tomer acquisition, maintenance, and retention. International Journal of research in Marketing, 26(3), 207-215.
Chang, A. Y. P. (2017). A study on the effects of sales promotion on consumer involvement and purchase intention in tourism industry. Eurasia Journal of Mathematics, Science and Technology Education, 13(12), 8323-8330.
Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM): People, process and technolo-gy. Business Process Management Journal, 9(5), 672-688.
Cuong, D. T., & Khoi, B. H. (2019). The relationship between service quality, satisfaction, trust and customer loyalty a study of convenience stores in Vietnam. Journal of Advanced Research in Dynamic and Control Systems, 11, 327-333.
Djakasaputra, A., Wijaya, O., Utama, A., Yohana, C., Romadhoni, B. and Fahlevi, M. (2021). Empirical study of Indonesian SMEs sales performance in digital era: The role of quality service and digital marketing. International Journal of Data and Network Science, 5(3), 303-310.
Doong, H. S., Wang, H. C., & Shih, H. C. (2008). Exploring loyalty intention in the electronic marketplace. Electronic Mar-kets, 18(2), 142-149.
Eisingerich, A. B., Auh, S., & Merlo, O. (2014). Acta non verba? The role of customer participation and word of mouth in the relationship between service firms’ customer satisfaction and sales performance. Journal of Service Research, 17(1), 40-53.
Fadhilah, M. (2020). Peran product consumers trust dan purchase intention pada online buying decision. Prosiding Seminar Stiami, 7(2), 12-20.
Fairhurst, P. (2001). e-CRM. Journal of Database Marketing & Customer Strategy Management, 8(2), 137-142.
Itani, O. S., Goad, E. A., & Jaramillo, F. (2019). Building customer relationships while achieving sales performance results: Is listening the holy grail of sales?. Journal of Business Research, 102, 120-130.
Jony, A. I., & Serradell-López, E. (2021). A pls-sem approach in evaluating a virtual teamwork model in online higher educa-tion: why and how?. In Research and Innovation Forum 2020: Disruptive Technologies in Times of Change (pp. 217-232). Springer International Publishing, doi.org/10.1007/978-3-030-62066-0_17.
Kowalik, K. (2020). The role of safety in service quality in the opinion of traditional and digital customers of postal ser-vice. Production Engineering Archives, 26(1), 1-4.
Lipiäinen, H. (2015). CRM in the digital age: implementation of CRM in three contemporary B2B firms. Journal of Systems and Information Technology, 17(1), 2- 19. doi:10.1108/JSIT-06-2014-0044.
Peiró Signes, A., Segarra Oña, M. D. V., & Maroto Álvarez, M. (2014). Why do services and manufacturing firms envision environmental innovation differently? A path-model comparison. Polish Journal of Environmental Studies, 23(5), 1691-1697.
Puspitasari, A. S. A., & Darwin, M. (2021). Effect of work-life balance and welfare level on millennial employee performance through work engagement. International Journal of Science and Society, 3(1), 334-344.
Rodriguez, M., & Boyer, S. (2020). The impact of mobile customer relationship management (mCRM) on sales collaboration and sales performance. Journal of Marketing Analytics, 8(3), 137-148.
Rodriguez, M., & Honeycutt Jr, E. D. (2011). Customer relationship management (CRM)'s impact on B to B sales profession-als' collaboration and sales performance. Journal of Business-to-Business Marketing, 18(4), 335-356.
Rodriguez, G. M., & Atsumi, S. (2014). Toward aldehyde and alkane production by removing aldehyde reductase activity in Escherichia coli. Metabolic engineering, 25, 227-237.
Sugiono, E., Nurwulandari, A., & Khairina, F. (2021). The effect of promotion mix on sales performance mediated by custom-er loyalty at Paul Bakery Kota Kasablanka Jakarta. ENDLESS: International Journal of Future Studies, 4(1), 93-111.
Wang, G., & Miao, C. F. (2015). Effects of sales force market orientation on creativity, innovation implementation, and sales performance. Journal of business research, 68(11), 2374-2382.
Wang, L. (2016). The new trend and application of customer relationship management under big data background. Modern Economy, 7(8), 841-848.
Wibowo, A., Chen, S. C., Wiangin, U., Ma, Y. and Ruangkanjanases, A. (2020). Customer behavior as an outcome of social media marketing: The role of social media marketing activity and customer experience. Sustainability, 13(1), 189.
Wong, K. K. K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing Bulletin, 24(1), 1-32.
Zallocco, R., Pullins, E. B. and Mallin, M. L. (2009). A re‐examination of B2B sales performance. Journal of Business & Indus-trial Marketing, 24(8), 598-610.
Al-Hawary, S.I.S., & Aldaihani, F.M. (2016). Customer relationship management and innovation capabilities of Kuwait Air-ways. International Journal of Academic Research in Economics and Management Sciences. 5(4), 201-226.
Almohaimmeed, B. (2021). The impact of analytical CRM on strategic CRM, operational CRM and customer satisfaction: Empirical study on commercial banks. Uncertain Supply Chain Management, 9(3), 711-718.
AlTaweel, I. R., & Al-Hawary, S. I. (2021). The mediating role of innovation capability on the relationship between strategic agility and organizational performance. Sustainability, 13(14), 7564.
Becker, J. U., Greve, G., & Albers, S. (2009). The impact of technological and organizational implementation of CRM on cus-tomer acquisition, maintenance, and retention. International Journal of research in Marketing, 26(3), 207-215.
Chang, A. Y. P. (2017). A study on the effects of sales promotion on consumer involvement and purchase intention in tourism industry. Eurasia Journal of Mathematics, Science and Technology Education, 13(12), 8323-8330.
Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM): People, process and technolo-gy. Business Process Management Journal, 9(5), 672-688.
Cuong, D. T., & Khoi, B. H. (2019). The relationship between service quality, satisfaction, trust and customer loyalty a study of convenience stores in Vietnam. Journal of Advanced Research in Dynamic and Control Systems, 11, 327-333.
Djakasaputra, A., Wijaya, O., Utama, A., Yohana, C., Romadhoni, B. and Fahlevi, M. (2021). Empirical study of Indonesian SMEs sales performance in digital era: The role of quality service and digital marketing. International Journal of Data and Network Science, 5(3), 303-310.
Doong, H. S., Wang, H. C., & Shih, H. C. (2008). Exploring loyalty intention in the electronic marketplace. Electronic Mar-kets, 18(2), 142-149.
Eisingerich, A. B., Auh, S., & Merlo, O. (2014). Acta non verba? The role of customer participation and word of mouth in the relationship between service firms’ customer satisfaction and sales performance. Journal of Service Research, 17(1), 40-53.
Fadhilah, M. (2020). Peran product consumers trust dan purchase intention pada online buying decision. Prosiding Seminar Stiami, 7(2), 12-20.
Fairhurst, P. (2001). e-CRM. Journal of Database Marketing & Customer Strategy Management, 8(2), 137-142.
Itani, O. S., Goad, E. A., & Jaramillo, F. (2019). Building customer relationships while achieving sales performance results: Is listening the holy grail of sales?. Journal of Business Research, 102, 120-130.
Jony, A. I., & Serradell-López, E. (2021). A pls-sem approach in evaluating a virtual teamwork model in online higher educa-tion: why and how?. In Research and Innovation Forum 2020: Disruptive Technologies in Times of Change (pp. 217-232). Springer International Publishing, doi.org/10.1007/978-3-030-62066-0_17.
Kowalik, K. (2020). The role of safety in service quality in the opinion of traditional and digital customers of postal ser-vice. Production Engineering Archives, 26(1), 1-4.
Lipiäinen, H. (2015). CRM in the digital age: implementation of CRM in three contemporary B2B firms. Journal of Systems and Information Technology, 17(1), 2- 19. doi:10.1108/JSIT-06-2014-0044.
Peiró Signes, A., Segarra Oña, M. D. V., & Maroto Álvarez, M. (2014). Why do services and manufacturing firms envision environmental innovation differently? A path-model comparison. Polish Journal of Environmental Studies, 23(5), 1691-1697.
Puspitasari, A. S. A., & Darwin, M. (2021). Effect of work-life balance and welfare level on millennial employee performance through work engagement. International Journal of Science and Society, 3(1), 334-344.
Rodriguez, M., & Boyer, S. (2020). The impact of mobile customer relationship management (mCRM) on sales collaboration and sales performance. Journal of Marketing Analytics, 8(3), 137-148.
Rodriguez, M., & Honeycutt Jr, E. D. (2011). Customer relationship management (CRM)'s impact on B to B sales profession-als' collaboration and sales performance. Journal of Business-to-Business Marketing, 18(4), 335-356.
Rodriguez, G. M., & Atsumi, S. (2014). Toward aldehyde and alkane production by removing aldehyde reductase activity in Escherichia coli. Metabolic engineering, 25, 227-237.
Sugiono, E., Nurwulandari, A., & Khairina, F. (2021). The effect of promotion mix on sales performance mediated by custom-er loyalty at Paul Bakery Kota Kasablanka Jakarta. ENDLESS: International Journal of Future Studies, 4(1), 93-111.
Wang, G., & Miao, C. F. (2015). Effects of sales force market orientation on creativity, innovation implementation, and sales performance. Journal of business research, 68(11), 2374-2382.
Wang, L. (2016). The new trend and application of customer relationship management under big data background. Modern Economy, 7(8), 841-848.
Wibowo, A., Chen, S. C., Wiangin, U., Ma, Y. and Ruangkanjanases, A. (2020). Customer behavior as an outcome of social media marketing: The role of social media marketing activity and customer experience. Sustainability, 13(1), 189.
Wong, K. K. K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing Bulletin, 24(1), 1-32.
Zallocco, R., Pullins, E. B. and Mallin, M. L. (2009). A re‐examination of B2B sales performance. Journal of Business & Indus-trial Marketing, 24(8), 598-610.