How to cite this paper
Almarshad, M., Al-Nawafah, S & Tahrawi, M. (2020). The role of customer relationship management success factors on enhancing the mental image of telecommunications companies in Jordan.Management Science Letters , 10(15), 3155-3206.
Refrences
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Al-Azzam, A. (2016). The impact of customer relationship management on hotel performance in Jordan. International Journal of Business and Social Science, 7(4), 200-210.
Al-Dala’ien, A., Mahmoud, M., & Ahmad, M. (2016). A model for measuring articles knowledgeability levels. Journal of Theoretical and Applied Information Technology, 88(1), 1-10.
Alipour, M., & Mohammadi, M. (2011). The effect of customer relationship management (CRM) on achieving competi-tive advantage of manufacturing tractor. Global Journal of Management and Business Research, 11(5), 27-36.
Almiman, M. (2019). The role of customer relationship in enhancing the mental image of the Saudi Telecom Company (STC): A field study of STC customers. International Journal of Business, Humanities, and Technology, 9(1), 29-38.
Amir, M., Yousof, H., & Asma, E. (2014). The effect of using customer relationship management system on customer loyalty, Case study: Ansar bank’s branches in east Azerbaijan, Indian Journal Science Research, 8(1), 98-106.
Alshurideh, M., Gasaymeh, A., Ahmed, G., Alzoubi, H., & Kurd, B. (2020). Loyalty program effectiveness: Theoretical reviews and practical proofs. Uncertain Supply Chain Management, 8(3), 599-612.
Asgari, M., & Omrani, E. (2016). The relationship between service quality, customer relationship management staff BSI. International Journal of Humanities and Cultural Studies, 9(9), 990-1000.
Chen, J., & Ching, R. (2007). The effect of mobile Relationship Management on Customer Loyalty: Brand Image Does Matter. Proceedings of the 40th Hawaii International Conference on System Sciences, HICSS'07, Hawaii, 405, 2502-2511, 2007.
Chen, J., & Popovich, K., (2003). Understanding customer relationship management (CRM): People, process and technol-ogy, Business, Process Management Journal, 9(5), 672-688.
Choi, L., & Wan, I., (2013). Impact of CRM factors on customer satisfaction and loyalty, Asian Social Science, 9(10), 247-253.
Croteau, A.M., & Li, P. (2009). Critical success factors of CRM Technology Initiatives. Canadian Journal of Administra-tive Sciences, 20(1), 21-34.
Ganiyu, R.A., Uche, I.I., & Adeoti, O.E. (2012). Is customer satisfaction an indicator of customer loyalty? Australian Journal of Business and Management Research, 2(7), 14-20.
Gates, L. (2010). Strategic planning with critical success factors and future scenarios: An integrated strategic planning framework. Available [Online] at: https://www.sei.cmu.edu/reports/10tr037 .pdf [Accessed 26 Aug. 2019].
Gefen, D., & Ridings, C.M. (2002), Implementation team responsiveness and user evaluation of customer relationship management: A quasi-experimental design study of social exchange theory. Journal of Management Information Sys-tems, 19(1), 47-69.
George, D., & Mallery, P. (2003). SPSS for Windows step by step: A simple guide and reference 11.0 update. 4th Edition, Boston: Allyn & Bacon.
Greenberg, P. (2004). CRM at the speed of light: essential customer strategies for the 21st century (3rd Ed.). Emeryville, CA: McGraw-Hill/Osborne.
Haridasan, V., & Venkatesh, S. (2011). CRM implementation in Indian telecom industry–evaluating the effectiveness of mobile service providers using data envelopment analysis. International Journal of Business Research and Manage-ment (IJBRM), 2(3), 110-127.
Hayati, S., Suroso, A., Suliyanto, S., & Kaukab, M. (2020). Customer satisfaction as a mediation between micro banking image, customer relationship and customer loyalty. Management Science Letters, 10(11), 2561-2570.
Jones, M., & Suh, J. (2001). Transaction, specific satisfaction, and overall satisfaction: an empirical analysis. Journal of Services Marketing, 14(2), 147-159.
Khaligh, A., Miremadi A., and Aminilari, M. (2012). The impact of CRM on loyalty and retention of costumers in Iranian telecommunication sector. International of Business Management, 7(2), 150-162.
Le, T., Nguyen, T., Phan, T., Tran, M., Phung, X., Tran, T., & Giao, K. (2019). Impact of corporate social responsibility on supply chain management and financial performance in Vietnamese garment and textile firms. Uncertain Supply Chain Management, 7(4), 679-690.
Lingavel, D. (2015). Impact of Customer Relationship Management on Brand Equity: Private Hospitals in Jaffna. Europe-an Journal of Business and Management, 7(4), 69-79.
Malhotra, N. K., & Birks, D. F. (2006). Marketing Research: An Applied Approach, 2nd edition, Harlow: Prentice-Hall.
Mishra, H., Sinha, P., & Singh, S. (2014). The Effect of CRM Stages Along with Brand Images and Values on Sustainable Corporate Performance. International Journal of Electronic Customer Relationship Management, 8(1/2/3), 31-50.
Mohammad, M. (2013). Customer Relationship Management (Telecommunication Industry): Comparison between (Air-tel) and (Zain). International Journal of Business and Management Invention, 2(11), 52-58.
Mozaheb, A., Alamolhodei, S., & Ardakani, M. (2015). Effect of Customer Relationship Management (CRM) on Perfor-mance of Small-Medium, Sized Enterprises (SMEs) Using Structural Equation Model (SEM). International Journal of Academic Research in Accounting, Finance, and Management Sciences, 5(2), 42-52
Ndubisi, N. (2006). Effect of gender on customer loyalty: a relationship marketing approach, Marketing Intelligence & Planning, 24(1), 48-61.
Oracle (2006). Ten Critical Success Factors for CRM: Lessons Learned from Successful Implementations. An Oracle White Paper, Available [Online] at: http://www.oracle.com/us/products/applications/siebel/051291.pdf, [Accessed 22 Aug. 2019].
Othman, B., Harun, A., Rashid, W., & Ali, R. (2019). The impact of Umrah service quality on customer satisfaction to-wards Umrah travel agents in Malaysia. Management Science Letters, 9(11), 1763-1772.
Pickens, J. (2005). Attitudes and perceptions, In N. Borkowski (Ed.), Organizational behavior in health care, (pp.43-76). Sudbury, MA: Jones and Bartlett Publishers.
Rababah, K. Mohammad, H., & Ibrahim, H., (2011). Customer Relationship Management (CRM) Processes from Theory To Practice: The Pre-Implementation Plan of CRM System. International Journal of E-Education, E-Business, E-Management and E-Learning, 1(1), 22-27.
Rahaman, M. M., Ferdous, M. I., & Rahman, M. Z. (2011). Role of CRM in profitability of Service Organizations: A Case of Leading Telecommunication Company in Bangladesh. Journal of Economics and Sustainable Development, 2(4), 91-102.
Roberts, M. L., R. R. Liu, and K. Hazard. (2005). Strategy, technology, and organizational alignment: Key components of CRM success, The Journal of Database Marketing and Customer Strategy Management, 12(4), 315-326.
Sageer, A. Rafat, S., and Agarwal, P. (2012). Identification of Variables Affecting Employee Satisfaction and Their Impact on the Organization. Journal of Business and Management, 5(1), 32-39.
Saleh, O., Yusof, Z., & Mohamed, H. (2018). Factors Affecting Customer Relationship Management System Adoption in Small and Medium Enterprise in Palestine. International Journal of Information System and Engineering, 6(2), 52-75.
Saunders, M., Lewis, P., & Thornhill, A. (2009). Research Methods for Business Students, 5th Edition, Financial Times Prentice Hall.
Sedaghat, A., & Andervazh, L. (2015). Investigation of the influence of mental image, performance quality, and relation-ship quality on Customers' Satisfaction and Loyalty (Case Study: Iran Melli Bank in Abadan and Khorramshahr). Journal of Applied Environmental Biological Science, 5(11), 221-227.
Sekaran, U. (2003). Research Methods for Business: A Skill Building Approach. 4th Edition, John Wiley and Sons.
Seybold, P. B. (2001). The customer revolution. New York: Crown Publishers. York, NY.
Shvydenko, O. (2011). Influence of Customer Relationship Management (CRM) on consumer loyalty. MA. Wageningen University, Available [Online] at: https://edepot.wur.nl/185571.pdf [Accessed 22 Aug. 2019].
Soliman, H. (2011). Customer Relationship Management and Its Relationship to the Marketing, International Journal of Business and Social Science, 2(10), 166-182.
Sutono, A. (2019). Supply chain management: implementation issues and research opportunities in tourism industry. Un-certain Supply Chain Management, 7(3), 427-438.
Toyese, A.Y. (2014). Customer relationship management and customer loyalty in Nigerian telecommunication industry, The Business & Management Review, 4(3),
Tulsian, M. (2014). Profitability Analysis: (A comparative study of SAIL & TATA Steel). IOSR Journal of Economics and Finance, 3(2), 19-22.
Wang, S. (2011). Identify the Critical Success Factors of CRM Implementation. MA. Thesis, The University of Stock-holm.
Wang, Y., and Feng, H., (2012). Customer Relationship Management Capabilities, Management Decision, 50(1), 115-129.
Zhang, Y. (2015). The Impact of Brand Image on Consumer Behavior: A Literature Review. Open Journal of Business and Management, 03(01), 58-62.
Al-Azzam, A. (2016). The impact of customer relationship management on hotel performance in Jordan. International Journal of Business and Social Science, 7(4), 200-210.
Al-Dala’ien, A., Mahmoud, M., & Ahmad, M. (2016). A model for measuring articles knowledgeability levels. Journal of Theoretical and Applied Information Technology, 88(1), 1-10.
Alipour, M., & Mohammadi, M. (2011). The effect of customer relationship management (CRM) on achieving competi-tive advantage of manufacturing tractor. Global Journal of Management and Business Research, 11(5), 27-36.
Almiman, M. (2019). The role of customer relationship in enhancing the mental image of the Saudi Telecom Company (STC): A field study of STC customers. International Journal of Business, Humanities, and Technology, 9(1), 29-38.
Amir, M., Yousof, H., & Asma, E. (2014). The effect of using customer relationship management system on customer loyalty, Case study: Ansar bank’s branches in east Azerbaijan, Indian Journal Science Research, 8(1), 98-106.
Alshurideh, M., Gasaymeh, A., Ahmed, G., Alzoubi, H., & Kurd, B. (2020). Loyalty program effectiveness: Theoretical reviews and practical proofs. Uncertain Supply Chain Management, 8(3), 599-612.
Asgari, M., & Omrani, E. (2016). The relationship between service quality, customer relationship management staff BSI. International Journal of Humanities and Cultural Studies, 9(9), 990-1000.
Chen, J., & Ching, R. (2007). The effect of mobile Relationship Management on Customer Loyalty: Brand Image Does Matter. Proceedings of the 40th Hawaii International Conference on System Sciences, HICSS'07, Hawaii, 405, 2502-2511, 2007.
Chen, J., & Popovich, K., (2003). Understanding customer relationship management (CRM): People, process and technol-ogy, Business, Process Management Journal, 9(5), 672-688.
Choi, L., & Wan, I., (2013). Impact of CRM factors on customer satisfaction and loyalty, Asian Social Science, 9(10), 247-253.
Croteau, A.M., & Li, P. (2009). Critical success factors of CRM Technology Initiatives. Canadian Journal of Administra-tive Sciences, 20(1), 21-34.
Ganiyu, R.A., Uche, I.I., & Adeoti, O.E. (2012). Is customer satisfaction an indicator of customer loyalty? Australian Journal of Business and Management Research, 2(7), 14-20.
Gates, L. (2010). Strategic planning with critical success factors and future scenarios: An integrated strategic planning framework. Available [Online] at: https://www.sei.cmu.edu/reports/10tr037 .pdf [Accessed 26 Aug. 2019].
Gefen, D., & Ridings, C.M. (2002), Implementation team responsiveness and user evaluation of customer relationship management: A quasi-experimental design study of social exchange theory. Journal of Management Information Sys-tems, 19(1), 47-69.
George, D., & Mallery, P. (2003). SPSS for Windows step by step: A simple guide and reference 11.0 update. 4th Edition, Boston: Allyn & Bacon.
Greenberg, P. (2004). CRM at the speed of light: essential customer strategies for the 21st century (3rd Ed.). Emeryville, CA: McGraw-Hill/Osborne.
Haridasan, V., & Venkatesh, S. (2011). CRM implementation in Indian telecom industry–evaluating the effectiveness of mobile service providers using data envelopment analysis. International Journal of Business Research and Manage-ment (IJBRM), 2(3), 110-127.
Hayati, S., Suroso, A., Suliyanto, S., & Kaukab, M. (2020). Customer satisfaction as a mediation between micro banking image, customer relationship and customer loyalty. Management Science Letters, 10(11), 2561-2570.
Jones, M., & Suh, J. (2001). Transaction, specific satisfaction, and overall satisfaction: an empirical analysis. Journal of Services Marketing, 14(2), 147-159.
Khaligh, A., Miremadi A., and Aminilari, M. (2012). The impact of CRM on loyalty and retention of costumers in Iranian telecommunication sector. International of Business Management, 7(2), 150-162.
Le, T., Nguyen, T., Phan, T., Tran, M., Phung, X., Tran, T., & Giao, K. (2019). Impact of corporate social responsibility on supply chain management and financial performance in Vietnamese garment and textile firms. Uncertain Supply Chain Management, 7(4), 679-690.
Lingavel, D. (2015). Impact of Customer Relationship Management on Brand Equity: Private Hospitals in Jaffna. Europe-an Journal of Business and Management, 7(4), 69-79.
Malhotra, N. K., & Birks, D. F. (2006). Marketing Research: An Applied Approach, 2nd edition, Harlow: Prentice-Hall.
Mishra, H., Sinha, P., & Singh, S. (2014). The Effect of CRM Stages Along with Brand Images and Values on Sustainable Corporate Performance. International Journal of Electronic Customer Relationship Management, 8(1/2/3), 31-50.
Mohammad, M. (2013). Customer Relationship Management (Telecommunication Industry): Comparison between (Air-tel) and (Zain). International Journal of Business and Management Invention, 2(11), 52-58.
Mozaheb, A., Alamolhodei, S., & Ardakani, M. (2015). Effect of Customer Relationship Management (CRM) on Perfor-mance of Small-Medium, Sized Enterprises (SMEs) Using Structural Equation Model (SEM). International Journal of Academic Research in Accounting, Finance, and Management Sciences, 5(2), 42-52
Ndubisi, N. (2006). Effect of gender on customer loyalty: a relationship marketing approach, Marketing Intelligence & Planning, 24(1), 48-61.
Oracle (2006). Ten Critical Success Factors for CRM: Lessons Learned from Successful Implementations. An Oracle White Paper, Available [Online] at: http://www.oracle.com/us/products/applications/siebel/051291.pdf, [Accessed 22 Aug. 2019].
Othman, B., Harun, A., Rashid, W., & Ali, R. (2019). The impact of Umrah service quality on customer satisfaction to-wards Umrah travel agents in Malaysia. Management Science Letters, 9(11), 1763-1772.
Pickens, J. (2005). Attitudes and perceptions, In N. Borkowski (Ed.), Organizational behavior in health care, (pp.43-76). Sudbury, MA: Jones and Bartlett Publishers.
Rababah, K. Mohammad, H., & Ibrahim, H., (2011). Customer Relationship Management (CRM) Processes from Theory To Practice: The Pre-Implementation Plan of CRM System. International Journal of E-Education, E-Business, E-Management and E-Learning, 1(1), 22-27.
Rahaman, M. M., Ferdous, M. I., & Rahman, M. Z. (2011). Role of CRM in profitability of Service Organizations: A Case of Leading Telecommunication Company in Bangladesh. Journal of Economics and Sustainable Development, 2(4), 91-102.
Roberts, M. L., R. R. Liu, and K. Hazard. (2005). Strategy, technology, and organizational alignment: Key components of CRM success, The Journal of Database Marketing and Customer Strategy Management, 12(4), 315-326.
Sageer, A. Rafat, S., and Agarwal, P. (2012). Identification of Variables Affecting Employee Satisfaction and Their Impact on the Organization. Journal of Business and Management, 5(1), 32-39.
Saleh, O., Yusof, Z., & Mohamed, H. (2018). Factors Affecting Customer Relationship Management System Adoption in Small and Medium Enterprise in Palestine. International Journal of Information System and Engineering, 6(2), 52-75.
Saunders, M., Lewis, P., & Thornhill, A. (2009). Research Methods for Business Students, 5th Edition, Financial Times Prentice Hall.
Sedaghat, A., & Andervazh, L. (2015). Investigation of the influence of mental image, performance quality, and relation-ship quality on Customers' Satisfaction and Loyalty (Case Study: Iran Melli Bank in Abadan and Khorramshahr). Journal of Applied Environmental Biological Science, 5(11), 221-227.
Sekaran, U. (2003). Research Methods for Business: A Skill Building Approach. 4th Edition, John Wiley and Sons.
Seybold, P. B. (2001). The customer revolution. New York: Crown Publishers. York, NY.
Shvydenko, O. (2011). Influence of Customer Relationship Management (CRM) on consumer loyalty. MA. Wageningen University, Available [Online] at: https://edepot.wur.nl/185571.pdf [Accessed 22 Aug. 2019].
Soliman, H. (2011). Customer Relationship Management and Its Relationship to the Marketing, International Journal of Business and Social Science, 2(10), 166-182.
Sutono, A. (2019). Supply chain management: implementation issues and research opportunities in tourism industry. Un-certain Supply Chain Management, 7(3), 427-438.
Toyese, A.Y. (2014). Customer relationship management and customer loyalty in Nigerian telecommunication industry, The Business & Management Review, 4(3),
Tulsian, M. (2014). Profitability Analysis: (A comparative study of SAIL & TATA Steel). IOSR Journal of Economics and Finance, 3(2), 19-22.
Wang, S. (2011). Identify the Critical Success Factors of CRM Implementation. MA. Thesis, The University of Stock-holm.
Wang, Y., and Feng, H., (2012). Customer Relationship Management Capabilities, Management Decision, 50(1), 115-129.
Zhang, Y. (2015). The Impact of Brand Image on Consumer Behavior: A Literature Review. Open Journal of Business and Management, 03(01), 58-62.