An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients

Davand, Z.; Hozouri, S.

Growing Science » Management Science Letters » An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients

Journals

MSL Volumes

Volume 1 (70)
- Issue 1 (10)
- Issue 2 (15)
- Issue 3 (20)
- Issue 4 (25)

Volume 2 (365)
- Issue 1 (51)
- Issue 2 (32)
- Issue 3 (40)
- Issue 4 (44)
- Issue 5 (42)
- Issue 6 (52)
- Issue 7 (53)
- Issue 8 (51)

Volume 3 (426)
- Issue 1 (40)
- Issue 2 (47)
- Issue 3 (40)
- Issue 4 (40)
- Issue 5 (27)
- Issue 6 (50)
- Issue 7 (51)
- Issue 8 (30)
- Issue 9 (24)
- Issue 10 (25)
- Issue 11 (25)
- Issue 12 (27)

Volume 4 (387)
- Issue 1 (34)
- Issue 2 (30)
- Issue 3 (34)
- Issue 4 (42)
- Issue 5 (33)
- Issue 6 (43)
- Issue 7 (42)
- Issue 8 (40)
- Issue 9 (39)
- Issue 10 (20)
- Issue 11 (18)
- Issue 12 (12)

Volume 5 (129)
- Issue 1 (15)
- Issue 2 (10)
- Issue 3 (10)
- Issue 4 (12)
- Issue 5 (14)
- Issue 6 (14)
- Issue 7 (8)
- Issue 8 (8)
- Issue 9 (11)
- Issue 10 (8)
- Issue 11 (9)
- Issue 12 (10)

Volume 6 (74)
- Issue 1 (9)
- Issue 2 (6)
- Issue 3 (6)
- Issue 4 (7)
- Issue 5 (6)
- Issue 6 (6)
- Issue 7 (8)
- Issue 8 (6)
- Issue 9 (5)
- Issue 10 (5)
- Issue 11 (5)
- Issue 12 (5)

Volume 7 (54)
- Issue 1 (5)
- Issue 2 (5)
- Issue 3 (5)
- Issue 4 (5)
- Issue 5 (5)
- Issue 6 (5)
- Issue 7 (4)
- Issue 8 (4)
- Issue 9 (4)
- Issue 10 (4)
- Issue 11 (4)
- Issue 12 (4)

Volume 8 (119)
- Issue 1 (5)
- Issue 2 (5)
- Issue 3 (5)
- Issue 4 (5)
- Issue 5 (22)
- Issue 6 (20)
- Issue 7 (6)
- Issue 8 (6)
- Issue 9 (8)
- Issue 10 (10)
- Issue 11 (11)
- Issue 12 (16)

Volume 11 (251)
- Issue 1 (36)
- Issue 2 (39)
- Issue 3 (40)
- Issue 4 (40)
- Issue 5 (29)
- Issue 6 (27)
- Issue 7 (20)
- Issue 8 (12)
- Issue 9 (8)

Volume 12 (33)
- Issue 1 (6)
- Issue 2 (6)
- Issue 3 (8)
- Issue 4 (13)

Volume 13 (27)
- Issue 1 (7)
- Issue 2 (8)
- Issue 3 (5)
- Issue 4 (7)

Volume 14 (22)
- Issue 1 (6)
- Issue 2 (6)
- Issue 3 (5)
- Issue 4 (5)

Volume 15 (15)
- Issue 1 (5)
- Issue 2 (5)
- Issue 3 (5)

Countries

Management Science Letters

ISSN 1923-9343 (Online) - ISSN 1923-9335 (Print) Quarterly Publication Volume 3 Issue 12 pp. 3059-3064 , 2013

An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients Pages 3059-3064 Download PDF

Authors: Zeynab Davand, Somayeh Hozouri

Keywords: Customer loyalty, Customer relationship management, Marketing planning

Abstract: This paper presents an investigation to find out important factors influencing electronic customer relationship management on reducing customer complaints. The proposed study designs a questionnaire in Likert scale consists of 19 questions, distributes it among some Iranian experts in banking industry and analyzes it based on principal component analysis. During the survey, the number questions are reduced to 16 because of skewness of three questions. Cronbach alpha is calculated as 0.82 and Kaiser-Meyer-Olkin Measure of Sampling Adequacy and Approx. Chi-Square are 0.746 and 1993, respectively. Based on the results of our survey, we have derived four factors including knowledge management, customer retention, customer oriented strategy and structure oriented.

How to cite this paper

 Davand, Z & Hozouri, S. (2013). An exploration study to detect important factors influencing customer relationship management on reducing unhappy clients.Management Science Letters , 3(12), 3059-3064.

Refrences

Aaker, J.L. (2010). Dimensions of brand image. Journal of Marketing Research, 34(3), 347-57.

Ahmad, M. S., & Rashid, S. (2012). ECRM and customers: a case of Askari Commercial Bank, Pakistan. Business Strategy Series, 13(6), 323-330.

Franco, J. J. (1990). Customer satisfaction: The partnership imperative. Training and Development Journal, 44(7), 80-82.

Hsieh, A.T., & Li, C.K. (2011). The moderating effect of brand image on public relations perception and customer loyalty. Marketing Intelligence & Planning, 26(1), 26-42.

Lee-Kelley, L., Gilbert, D., & Mannicom, R. (2003). How e-CRM can enhance customer loyalty. Marketing Intelligence & Planning, 21(4), 239-248.

Leuthesser, L., Kohli, C.S. & Harich, K.R. (2010). Brand image: the halo effect measure. European Journal of Marketing, 29(4), 57-66.

Luck, D., & Lancaster, G. (2003). E-CRM: customer relationship marketing in the hotel industry. Managerial Auditing Journal, 18(3), 213-231.

Romano Jr, N. C., & Fjermestad, J. (2003). Electronic commerce customer relationship management: a research agenda. Information Technology and Management, 4(2-3), 233-258.

Sivaraks, P., Krairit, D., & Tang, J. (2011). Effects of e-CRM on customer–bank relationship quality and outcomes: The case of Thailand. The Journal of High Technology Management Research, 22(2), 141-157.

Stiglitz, J. E., & Weiss, A. (1981). Credit rationing in markets with imperfect information. The American economic review, 71(3), 393-410.

Kimiloglu, H., & Zarali, H. (2009). What signifies success in e-CRM?. Marketing Intelligence & Planning, 27(2), 246-267.