How to cite this paper
Salameh, A., Hatamleh, A., Azim, M & Kanaan, A. (2020). Customer oriented determinants of e-CRM success factors.Uncertain Supply Chain Management, 8(4), 713-720.
Refrences
Ahani, A., Rahim, N. Z. A., & Nilashi, M. (2017). Forecasting social CRM adoption in SMEs: A combined SEM-neural network method. Computers in Human Behavior, 75, 560-578.
Al-Dmour, H. H., Algharabat, R. S., Khawaja, R., & Al-Dmour, R. H. (2019). Investigating the impact of ECRM success factors on business performance. Asia Pacific Journal of Marketing and Logistics.
Al-Refaie, A., Tahat, M. D. A., & Bata, N. (2014). CRM/e-CRM effects on banks performance and customer-bank relationship quality. International Journal of Enterprise Information Systems (IJEIS), 10(2), 62-80.
AlSondos, I., & Salameh, A. (2020). The effect of system quality and service quality toward using m-commerce service, based on consumer perspective. Management Science Letters, 10(11), 2589-2596.
Alzoubi, H., Alshurideh, M., Kurdi, B., & Inairat, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 579-588.
Babatunde, B., & Ajayi, E. (2010). The relevance of customer relationship management in the nigerian banking industry (A case study of Intercontinental Bank Plc). Information Management, 12, 108.
Ballester, E., & Alemán, J. L. (2001). Brand trust in the context of consumer loyalty. European Journal of marketing, 35(11/12), 1238-1258.
Baran, R. J., & Galka, R. J. (2016). Customer Relationship Management: the foundation of contemporary marketing strategy: Taylor & Francis.
Berry, L. L., & Parasuraman, A. (2004). Marketing services: Competing through quality: Simon and Schuster.
Bull, C. (2003). Strategic issues in customer relationship management (CRM) implementation. Business Process Management Journal, 9(5), 592-602.
Chang, T.-M., Liao, L.-L., & Hsiao, W.-F. (2005). An empirical study on the e-CRM performance influence model for service sectors in Taiwan. Paper presented at the 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service.
Chen, C. C., & Chuang, M. C. (2008). Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design. International Journal of Production Economics, 114(2), 667-681.
Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM). Business Process Management Journal, 9(5), 672-688.
Chong, W. K., Shafaghi, M., & Tan, B. L. (2011). Development of a business‐to‐business critical success factors (B2B CSFs) framework for Chinese SMEs. Marketing Intelligence & Planning, 29(5), 517-533.
Cohen, J. (1988). Statistical power analysis for the behavioral sciences New York. NY: Academic.
Cook, K. S., & Emerson, R. M. (1978). Power, equity and commitment in exchange networks. American Sociological Review, 43(5), 721-739.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing, 54(3), 68-81.
Doherty, N. F., & Lockett, N. J. (2007). Closing the gap between the expectations of relationship marketing and the reality of E-CRM. International Journal of E-Business Research, 3(2).
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(2), 11-27.
Fjermestad, J., & Romano, N. C. (2003). Electronic customer relationship management. Business Process Management Journal, 9(5), 572-591.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87.
Giao, H., Vuong, B., & Quan, T. (2020). The influence of website quality on consumer’s e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management, 8(2), 351-370.
Greenberg, P. (2010). The impact of CRM 2.0 on customer insight. Journal of Business & Industrial Marketing, 25(6), 410-419.
Gronroos, C. (1994). From marketing mix to relationship marketing: towards a paradigm shift in marketing. Asia-Australia Marketing Journal, 2(1), 9-29.
Hadaya, P., & Cassivi, L. (2009). Collaborative e-product development and product innovation in a demand-driven network: the moderating role of eCRM. Electronic Markets, 19(2-3), 71-87.
Hair, J. f., Hollingsworth, C. L., Randolph, A. B., & Chong, A. Y. L. (2017). An updated and expanded assessment of PLS-SEM in information systems research. Industrial management & data systems.
Hair, J. f., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing theory and Practice, 19(2), 139-152.
Hair, J. f., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24.
Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality: An International Journal.
Harrigan, P., Ramsey, E., & Ibbotson, P. (2012). Exploring and explaining SME marketing: investigating e-CRM using a mixed methods approach. Journal of Strategic Marketing, 20(2), 127-163.
Henseler, J., Dijkstra, T. K., Sarstedt, M., Ringle, C. M., Diamantopoulos, A., Straub, D. W., . . . Calantone, R. J. (2014). Common beliefs and reality about PLS: Comments on Rönkkö and Evermann (2013). Organizational research methods, 17(2), 182-209.
Herman, L. E., Sulhaini, S., & Farida, N. (2020). Electronic Customer Relationship Management and Company Performance: Exploring the Product Innovativeness Development. Journal of Relationship Marketing, 1-19.
Hokanson, S. (1995). The deeper you analyze, the more you satisfy customers. Marketing News, 29(1), 16-16.
Kasim, A., & Minai, B. (2009). Linking CRM strategy, customer performance measures and performance in the hotel industry. International Journal of Economics and Management, 3(2), 297-316.
Kımıloğlu, H., & Zaralı, H. (2009). What signifies success in e‐CRM? Marketing Intelligence & Planning, 27(2), 246-267.
Lai, J., Lee, G., & Hsu, W. (2009). The influence of partner's trust‐commitment relationship on electronic commerce strategic planning. Management Decision, 47(3), 491-507.
Lederer, A. L., Maupin, D. J., Sena, M. P., & Zhuang, Y. (2000). The technology acceptance model and the World Wide Web. Decision support systems, 29(3), 269-282.
Miremadi, A., Ghalamakri, S., & Ramezani, A. (2012). Challenges in trust and security by implementation of E-CRM among banks and financial institution: a case study of e-banking in Iran. International Journal of Information Science and Management (IJISM), 99-118.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of marketing, 58(3), 20-38.
Nguyen, B., & Mutum, D. S. (2012). A review of customer relationship management: successes, advances, pitfalls and futures. Business Process Management Journal.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 7(3), 25-48.
Patrick, A. S. (2002). Building trustworthy software agents. IEEE Internet Computing, 6(6), 46-53.
Pezeshki, V., Mousavi, A., & Rakowski, R. T. (2005). Profitability through customer relationship marketing. Paper presented at the Proceedings of the International Conference on Computer and Industrial Management, ICIM, October.
Ragins, E. J., & Greco, A. J. (2003). Customer relationship management and e-business: more than a software solution. Review of Business, 24(1), 25.
Rahimi, R., & Kozak, M. (2017). Impact of customer relationship management on customer satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism Marketing, 34(1), 40-51.
Roh, T. H., Ahn, C. K., & Han, I. (2005). The priority factor model for customer relationship management system success. Expert systems with applications, 28(4), 641-654.
Rollins, M., & Halinen, A. (2005). Customer knowledge management competence: Towards a theoretical framework. Paper presented at the Proceedings of the 38th Annual Hawaii International Conference on System Sciences.
Romano, N. C., & Fjermestad, J. (2003). Electronic commerce customer relationship management: A research agenda. Information Technology and Management, 4(2-3), 233-258.
Ryals, L., & Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship management. European Management Journal, 19(5), 534-542.
Salameh, A., Ahmad, H., Zulhumadi, F., & Abubakar, F. M. (2018). Relationships between system quality, service quality, and customer satisfaction. Journal of Systems and Information Technology, 20(1), 73-102.
Salameh, A., & Hassan, S. B. (2015). Measuring service quality in m-commerce context: a conceptual model. International Journal of Scientific and Research Publications, 5(3), 1-9.
Sánchez-Garcia, J., Moliner-Tena, M. A., Callarisa-Fiol, L., & Rodríguez-Artola, R. M. (2007). Relationship quality of an establishment and perceived value of a purchase. The Service Industries Journal, 27(2), 151-174.
Selnes, F. (1998). Antecedents and consequences of trust and satisfaction in buyer‐seller relationships. European Journal of marketing, 32(3/4), 305-322.
Sheng, Y. (2002). A business model and framework for electronic customer relationship management. AMCIS 2002 Proceedings, 78.
Sivaraks, P., Krairit, D., & Tang, J. C. (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.
Suh, B., & Han, I. (2003). The impact of customer trust and perception of security control on the acceptance of electronic commerce. International Journal of Electronic Commerce, 7(3), 135-161.
Tam, J. L., & Wong, Y. (2001). Interactive selling: a dynamic framework for services. Journal of Services Marketing, 15(5), 379-396.
Tan, X., Yen, D. C., & Fang, X. (2002). Internet integrated customer relationship management a key success factor for companies in the e-commerce arena. Journal of Computer Information Systems, 42(3), 77-86.
Usman, U. M. Z., Jalal, A. N., & Musa, M. A. (2012). The impact of electronic customer relationship management on consumer's behavior. International Journal of Advances in Engineering & Technology, 3(1), 500.
Wayland, R. E., & Cole, P. M. (1997). Customer connections: new strategies for growth: Harvard Business Press.
Winer, R. S. (2001). A framework for customer relationship management. California management review, 43(4), 89-105.
Xu, M., & Walton, J. (2005). Gaining customer knowledge through analytical CRM. Industrial management & data systems, 105(7), 955-971.
Ziaullah, M., Feng, Y., & Akhter, S. N. (2014). Online retailing: relationship among e-tailing system quality, e-satisfaction, e-trust and customers commitment in China. International Journal of Economics, Commerce and Management, 2(10), 1-17.
Al-Dmour, H. H., Algharabat, R. S., Khawaja, R., & Al-Dmour, R. H. (2019). Investigating the impact of ECRM success factors on business performance. Asia Pacific Journal of Marketing and Logistics.
Al-Refaie, A., Tahat, M. D. A., & Bata, N. (2014). CRM/e-CRM effects on banks performance and customer-bank relationship quality. International Journal of Enterprise Information Systems (IJEIS), 10(2), 62-80.
AlSondos, I., & Salameh, A. (2020). The effect of system quality and service quality toward using m-commerce service, based on consumer perspective. Management Science Letters, 10(11), 2589-2596.
Alzoubi, H., Alshurideh, M., Kurdi, B., & Inairat, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 579-588.
Babatunde, B., & Ajayi, E. (2010). The relevance of customer relationship management in the nigerian banking industry (A case study of Intercontinental Bank Plc). Information Management, 12, 108.
Ballester, E., & Alemán, J. L. (2001). Brand trust in the context of consumer loyalty. European Journal of marketing, 35(11/12), 1238-1258.
Baran, R. J., & Galka, R. J. (2016). Customer Relationship Management: the foundation of contemporary marketing strategy: Taylor & Francis.
Berry, L. L., & Parasuraman, A. (2004). Marketing services: Competing through quality: Simon and Schuster.
Bull, C. (2003). Strategic issues in customer relationship management (CRM) implementation. Business Process Management Journal, 9(5), 592-602.
Chang, T.-M., Liao, L.-L., & Hsiao, W.-F. (2005). An empirical study on the e-CRM performance influence model for service sectors in Taiwan. Paper presented at the 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service.
Chen, C. C., & Chuang, M. C. (2008). Integrating the Kano model into a robust design approach to enhance customer satisfaction with product design. International Journal of Production Economics, 114(2), 667-681.
Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM). Business Process Management Journal, 9(5), 672-688.
Chong, W. K., Shafaghi, M., & Tan, B. L. (2011). Development of a business‐to‐business critical success factors (B2B CSFs) framework for Chinese SMEs. Marketing Intelligence & Planning, 29(5), 517-533.
Cohen, J. (1988). Statistical power analysis for the behavioral sciences New York. NY: Academic.
Cook, K. S., & Emerson, R. M. (1978). Power, equity and commitment in exchange networks. American Sociological Review, 43(5), 721-739.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing, 54(3), 68-81.
Doherty, N. F., & Lockett, N. J. (2007). Closing the gap between the expectations of relationship marketing and the reality of E-CRM. International Journal of E-Business Research, 3(2).
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(2), 11-27.
Fjermestad, J., & Romano, N. C. (2003). Electronic customer relationship management. Business Process Management Journal, 9(5), 572-591.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87.
Giao, H., Vuong, B., & Quan, T. (2020). The influence of website quality on consumer’s e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management, 8(2), 351-370.
Greenberg, P. (2010). The impact of CRM 2.0 on customer insight. Journal of Business & Industrial Marketing, 25(6), 410-419.
Gronroos, C. (1994). From marketing mix to relationship marketing: towards a paradigm shift in marketing. Asia-Australia Marketing Journal, 2(1), 9-29.
Hadaya, P., & Cassivi, L. (2009). Collaborative e-product development and product innovation in a demand-driven network: the moderating role of eCRM. Electronic Markets, 19(2-3), 71-87.
Hair, J. f., Hollingsworth, C. L., Randolph, A. B., & Chong, A. Y. L. (2017). An updated and expanded assessment of PLS-SEM in information systems research. Industrial management & data systems.
Hair, J. f., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing theory and Practice, 19(2), 139-152.
Hair, J. f., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24.
Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality: An International Journal.
Harrigan, P., Ramsey, E., & Ibbotson, P. (2012). Exploring and explaining SME marketing: investigating e-CRM using a mixed methods approach. Journal of Strategic Marketing, 20(2), 127-163.
Henseler, J., Dijkstra, T. K., Sarstedt, M., Ringle, C. M., Diamantopoulos, A., Straub, D. W., . . . Calantone, R. J. (2014). Common beliefs and reality about PLS: Comments on Rönkkö and Evermann (2013). Organizational research methods, 17(2), 182-209.
Herman, L. E., Sulhaini, S., & Farida, N. (2020). Electronic Customer Relationship Management and Company Performance: Exploring the Product Innovativeness Development. Journal of Relationship Marketing, 1-19.
Hokanson, S. (1995). The deeper you analyze, the more you satisfy customers. Marketing News, 29(1), 16-16.
Kasim, A., & Minai, B. (2009). Linking CRM strategy, customer performance measures and performance in the hotel industry. International Journal of Economics and Management, 3(2), 297-316.
Kımıloğlu, H., & Zaralı, H. (2009). What signifies success in e‐CRM? Marketing Intelligence & Planning, 27(2), 246-267.
Lai, J., Lee, G., & Hsu, W. (2009). The influence of partner's trust‐commitment relationship on electronic commerce strategic planning. Management Decision, 47(3), 491-507.
Lederer, A. L., Maupin, D. J., Sena, M. P., & Zhuang, Y. (2000). The technology acceptance model and the World Wide Web. Decision support systems, 29(3), 269-282.
Miremadi, A., Ghalamakri, S., & Ramezani, A. (2012). Challenges in trust and security by implementation of E-CRM among banks and financial institution: a case study of e-banking in Iran. International Journal of Information Science and Management (IJISM), 99-118.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of marketing, 58(3), 20-38.
Nguyen, B., & Mutum, D. S. (2012). A review of customer relationship management: successes, advances, pitfalls and futures. Business Process Management Journal.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 7(3), 25-48.
Patrick, A. S. (2002). Building trustworthy software agents. IEEE Internet Computing, 6(6), 46-53.
Pezeshki, V., Mousavi, A., & Rakowski, R. T. (2005). Profitability through customer relationship marketing. Paper presented at the Proceedings of the International Conference on Computer and Industrial Management, ICIM, October.
Ragins, E. J., & Greco, A. J. (2003). Customer relationship management and e-business: more than a software solution. Review of Business, 24(1), 25.
Rahimi, R., & Kozak, M. (2017). Impact of customer relationship management on customer satisfaction: The case of a budget hotel chain. Journal of Travel & Tourism Marketing, 34(1), 40-51.
Roh, T. H., Ahn, C. K., & Han, I. (2005). The priority factor model for customer relationship management system success. Expert systems with applications, 28(4), 641-654.
Rollins, M., & Halinen, A. (2005). Customer knowledge management competence: Towards a theoretical framework. Paper presented at the Proceedings of the 38th Annual Hawaii International Conference on System Sciences.
Romano, N. C., & Fjermestad, J. (2003). Electronic commerce customer relationship management: A research agenda. Information Technology and Management, 4(2-3), 233-258.
Ryals, L., & Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship management. European Management Journal, 19(5), 534-542.
Salameh, A., Ahmad, H., Zulhumadi, F., & Abubakar, F. M. (2018). Relationships between system quality, service quality, and customer satisfaction. Journal of Systems and Information Technology, 20(1), 73-102.
Salameh, A., & Hassan, S. B. (2015). Measuring service quality in m-commerce context: a conceptual model. International Journal of Scientific and Research Publications, 5(3), 1-9.
Sánchez-Garcia, J., Moliner-Tena, M. A., Callarisa-Fiol, L., & Rodríguez-Artola, R. M. (2007). Relationship quality of an establishment and perceived value of a purchase. The Service Industries Journal, 27(2), 151-174.
Selnes, F. (1998). Antecedents and consequences of trust and satisfaction in buyer‐seller relationships. European Journal of marketing, 32(3/4), 305-322.
Sheng, Y. (2002). A business model and framework for electronic customer relationship management. AMCIS 2002 Proceedings, 78.
Sivaraks, P., Krairit, D., & Tang, J. C. (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.
Suh, B., & Han, I. (2003). The impact of customer trust and perception of security control on the acceptance of electronic commerce. International Journal of Electronic Commerce, 7(3), 135-161.
Tam, J. L., & Wong, Y. (2001). Interactive selling: a dynamic framework for services. Journal of Services Marketing, 15(5), 379-396.
Tan, X., Yen, D. C., & Fang, X. (2002). Internet integrated customer relationship management a key success factor for companies in the e-commerce arena. Journal of Computer Information Systems, 42(3), 77-86.
Usman, U. M. Z., Jalal, A. N., & Musa, M. A. (2012). The impact of electronic customer relationship management on consumer's behavior. International Journal of Advances in Engineering & Technology, 3(1), 500.
Wayland, R. E., & Cole, P. M. (1997). Customer connections: new strategies for growth: Harvard Business Press.
Winer, R. S. (2001). A framework for customer relationship management. California management review, 43(4), 89-105.
Xu, M., & Walton, J. (2005). Gaining customer knowledge through analytical CRM. Industrial management & data systems, 105(7), 955-971.
Ziaullah, M., Feng, Y., & Akhter, S. N. (2014). Online retailing: relationship among e-tailing system quality, e-satisfaction, e-trust and customers commitment in China. International Journal of Economics, Commerce and Management, 2(10), 1-17.