How to cite this paper
Taherikia, F & Rezaei, F. (2015). Investigating success factors influencing in e-CRM adoption: Evidence from banking industry.Management Science Letters , 5(1), 79-84.
Refrences
Akbar, S., Som, A. P. M., Wadood, F., & Alzaidiyeen, N. J. (2010). Revitalization of service quality to gain customer satisfaction and loyalty. International Journal of Business and Management, 5(6), P113.
Butz Jr, H. E., & Goodstein, L. D. (1997). Measuring customer value: Gaining the strategic advantage. Organizational dynamics, 24(3), 63-77.
Chang, T. M., Liao, L. L., & Hsiao, W. F. (2005, March). An empirical study on the e-CRM performance influence model for service sectors in Taiwan. In e-Technology, e-Commerce and e-Service, 2005. EEE & apos; 05. Proceedings. The 2005 IEEE International Conference on (pp. 240-245). IEEE.
Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM): People, process and technology. Business process management journal, 9(5), 672-688.
DeLone, W. H., & McLean, E. R. (1992). Information systems success: the quest for the dependent variable. Information systems research, 3(1), 60-95.
Delone, W. H., & Mclean, E. R. (2004). Measuring e-commerce success: Applying the DeLone & McLean information systems success model. International Journal of Electronic Commerce, 9(1), 31-47.
Ding, Y., & Straub, D. (2008). Quality of IS in services: Theory and validation of constructs for service, information, and system. ICIS 2008 Proceedings, 101.
Grabner-Kraeuter, S., Moedritscher, G., Waiguny, M., & Mussnig, W. (2007, January). Performance monitoring of CRM initiatives. In System Sciences, 2007. HICSS 2007. 40th Annual Hawaii International Conference on (pp. 150a-150a). IEEE.
Hu, H. H., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), 111-125.
Kaul, S. (2007). Measuring retail service quality: Examining applicability of international research perspectives in India. Journal of Decision Makers, 32(1): 15-26.
Koo, C., & Wati, Y. (2010). Toward an understanding of the mediating role of “Trust” in mobile banking aervice: An empirical test of Indonesia case. Journal of Universal Computer Science, 16(13), 1801-1824.
Kotler, P. Armstrong, G., Ang, S. H., Leong, S. M., Tan, C. T., & Tse, D. K. (2005). Principles of marketing: an Asian perspective. Prentice-Hall.
Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in human behavior, 25(4), 887-896.
Kumar, V. (2010). Customer relationship management. John Wiley & Sons, Ltd.
Lin, G. T., & Sun, C. C. (2009). Factors influencing satisfaction and loyalty in online shopping: an integrated model. Online Information Review, 33(3), 458-475.
Wang, Y., Lo, H. P., Chi, R., & Yang, Y. (2004). An integrated framework for customer value and customer-relationship-management performance: a customer-based perspective from China. Managing Service Quality, 14(2/3), 169-182.
Zaynab, M. (2007). CRM implementation in retail banking in Nigeria-A structured literature review (Doctoral dissertation, Master’s Thesis, Cranfield University, United Kingdom).
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing, 60(2), 31-46.
Zineldin, M. (2006). The royalty of loyalty: CRM, quality and retention. Journal of consumer marketing, 23(7), 430-437.
Butz Jr, H. E., & Goodstein, L. D. (1997). Measuring customer value: Gaining the strategic advantage. Organizational dynamics, 24(3), 63-77.
Chang, T. M., Liao, L. L., & Hsiao, W. F. (2005, March). An empirical study on the e-CRM performance influence model for service sectors in Taiwan. In e-Technology, e-Commerce and e-Service, 2005. EEE & apos; 05. Proceedings. The 2005 IEEE International Conference on (pp. 240-245). IEEE.
Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM): People, process and technology. Business process management journal, 9(5), 672-688.
DeLone, W. H., & McLean, E. R. (1992). Information systems success: the quest for the dependent variable. Information systems research, 3(1), 60-95.
Delone, W. H., & Mclean, E. R. (2004). Measuring e-commerce success: Applying the DeLone & McLean information systems success model. International Journal of Electronic Commerce, 9(1), 31-47.
Ding, Y., & Straub, D. (2008). Quality of IS in services: Theory and validation of constructs for service, information, and system. ICIS 2008 Proceedings, 101.
Grabner-Kraeuter, S., Moedritscher, G., Waiguny, M., & Mussnig, W. (2007, January). Performance monitoring of CRM initiatives. In System Sciences, 2007. HICSS 2007. 40th Annual Hawaii International Conference on (pp. 150a-150a). IEEE.
Hu, H. H., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal, 29(2), 111-125.
Kaul, S. (2007). Measuring retail service quality: Examining applicability of international research perspectives in India. Journal of Decision Makers, 32(1): 15-26.
Koo, C., & Wati, Y. (2010). Toward an understanding of the mediating role of “Trust” in mobile banking aervice: An empirical test of Indonesia case. Journal of Universal Computer Science, 16(13), 1801-1824.
Kotler, P. Armstrong, G., Ang, S. H., Leong, S. M., Tan, C. T., & Tse, D. K. (2005). Principles of marketing: an Asian perspective. Prentice-Hall.
Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in human behavior, 25(4), 887-896.
Kumar, V. (2010). Customer relationship management. John Wiley & Sons, Ltd.
Lin, G. T., & Sun, C. C. (2009). Factors influencing satisfaction and loyalty in online shopping: an integrated model. Online Information Review, 33(3), 458-475.
Wang, Y., Lo, H. P., Chi, R., & Yang, Y. (2004). An integrated framework for customer value and customer-relationship-management performance: a customer-based perspective from China. Managing Service Quality, 14(2/3), 169-182.
Zaynab, M. (2007). CRM implementation in retail banking in Nigeria-A structured literature review (Doctoral dissertation, Master’s Thesis, Cranfield University, United Kingdom).
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. The Journal of Marketing, 60(2), 31-46.
Zineldin, M. (2006). The royalty of loyalty: CRM, quality and retention. Journal of consumer marketing, 23(7), 430-437.