How to cite this paper
Yapanto, L., Diah, A., Kankaew, K., Dewi, A., Dextre-Martinez, W., Kurniullah, A & Villanueva-Benites, L. (2021). The effect of CRM on employee performance in banking industry.Uncertain Supply Chain Management, 9(2), 295-306.
Refrences
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Lawson-Body, A., & Limayem, M. (2004). The impact of customer relationship management on customer loyalty: The moderating role of web site characteristics. Journal of Computer-Mediated Communication, 9(4), JCMC944.
Becker, J. U., Greve, G., & Albers, S. (2009). The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention. International Journal of research in Marketing, 26(3), 207-215.
Bligh, P.A. (2004). CRM Unplugged: Releasing CRM's Strategic Value Hoboken New Jersey, USA.
Blery, E., & Michalakopoulos, M. (2006). Customer relationship management: A case study of a Greek bank. Journal of Financial Services Marketing, 11(2), 116-124.
Coltman, T. (2007, June). Why build a customer relationship management capability? Journal of Strategic Information Systems, 16(3), 301–320. . Retrieved from https://doi.org/10.1016/j.jsis.2007.05.001
DeKay, S. (2009). Are business-oriented social networking web sites useful resources for locating passive jobseekers? Results of a recent study. Business Communication Quarterly, 72(1), 101-105.
Dimitriadis, S., & Stevens, E. (2008). Integrated customer relationship management for service activities. Managing Service Quality: An International Journal, 18(5), 496−511. Retrieved from https://doi.org/10.1108/09604520810898857
Dwyer, F. R., & Tanner, J. F. (2006). Business Marketing: Connecting Strategy, Relationship and Learning, 2nd edn. McGraw – Hill Irwin. McGraw.
Farquhar, J. (2004). Customer retention in retail financial services: an employee perspective. The International Journal of Bank Marketing, 22(2), 86–99.
Ghavami, A., & Olyaei, A. (2006). The impact of CRM on customer retention,‘ MSc. thesis, Department of Business Administration and Social Sciences. Lulea University of Technology. doi:LTU-PB-EX--06/02—SE
Guo, L., Xiao, J. J., & Tang, C. (2009). Understanding the psychological process underlying customer satisfaction and retention in a relational service. Journal of Business Research, 62(11), 1152-1159.
Gifford, R. (2002). Making a difference: Some ways environmental psychology has improved the world. In R. Bechtel & A. Churchman (Eds.) Handbook of environmental psychology (2nd ed.). New York: Wiley .
Greenberg, P. (2004). CRM at the speed of light: Essential customer strategies for the 21st century, 3rd edn. McGraw Hill.
Greve, G. &. (2006). Determinants of performance in customer relationship management Assessing the technology usage–performance link. Proceedings of the 39th Annual Hawaii International Conference on System Sciences (HICSS'06), 10.1109/HICSS.2006.121 .
Hair, J. F., Money, A. H., Samouel, P., & Page, M. (2007). Research methods for business. Education+ Training, 49(4), 336-337.
Herman, R. D., & Renz, D. O. (2008). Advancing nonprofit organizational effectiveness research and theory: Nine theses. Nonprofit Management and Leadership, 18(4), 399-415.
Juan, L. U., & Yan, L. U. (2009). Dimensions and influencing factors of customer loyalty in the intermittent service industry. Frontiers of Business Research in China, 3(1), 63-78.
Kandampully, J., & Hu, H. H. (2007). Do hoteliers need to manage image to retain loyal customers?. International Journal of Contemporary Hospitality Management, 19(6).
Karin, A., & Venetis, P. N. (2004). Service quality and customer retention: building long-term relationships. European Journal of Marketing, 38(11/12), 1577–1598. Retrieved from https://doi.org/10.1108/03090560410560254
Keramati, A., Mehrabi, H., & Mousakhani, M. (2008, July). The role of human, organization and technology in building competitive advantage with CRM: The case of iranian internet service industry. In 2008 6th IEEE International Conference on Industrial Informatics (pp. 1279-1284). IEEE.
Keramati, A., Mehrabi, H., & Mojir, N. (2010). A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation. Industrial Marketing Management, 39(7), 1170-1185.
Levesque, T., & McDougall, G. H. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12–20. Retrieved from https://doi.org/10.1108/02652329610151340
McCall, M., & Voorhees, C. (2010). The drivers of loyalty program success: An organizing framework and research agenda. Cornell Hospitality Quarterly, 51(1), 35-52.
Mooney, J. G., Gurbaxani, V., & Kraemer, K. L. (1996). A process oriented framework for assessing the business value of information technology. ACM SIGMIS Database: the DATABASE for Advances in Information Systems, 27(2), 68-81.
Newell, F. (2000). Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing. McGraw-Hill, New York, NY.
Richards, K. A., & Jones, E. (2008). Customer relationship management: Finding value drivers. Industrial Marketing Management, 37(2), 120-130.
Verhoef, P. C. (2003). Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of Marketing, 67, 30–45. Retrieved from https://doi.org/10.1509/jmkg.67.4.30.18685
Winer, R. S. (2001). A framework for customer relationship management. California Management Review, 43(4), 89−105. Retrieved from https://doi.org/10.2307/41166102
Zablah, A. R., Bellenger, D. N., & Johnston, W. J. (2004). Customer relationship management implementation gaps. Journal of Personal Selling & Sales Management, 24(4), 279-295.
Zikmund, W. (2000). Business research methods, 6th edn. The Dryden Press.
Ang, L., & Buttle, F. (2006). Customer retention management processes: A quantitative study. European Journal of Marketing, 40(1), 83–99. Retrieved from https://doi.org/10.1108/03090560610637329
Lawson-Body, A., & Limayem, M. (2004). The impact of customer relationship management on customer loyalty: The moderating role of web site characteristics. Journal of Computer-Mediated Communication, 9(4), JCMC944.
Becker, J. U., Greve, G., & Albers, S. (2009). The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention. International Journal of research in Marketing, 26(3), 207-215.
Bligh, P.A. (2004). CRM Unplugged: Releasing CRM's Strategic Value Hoboken New Jersey, USA.
Blery, E., & Michalakopoulos, M. (2006). Customer relationship management: A case study of a Greek bank. Journal of Financial Services Marketing, 11(2), 116-124.
Coltman, T. (2007, June). Why build a customer relationship management capability? Journal of Strategic Information Systems, 16(3), 301–320. . Retrieved from https://doi.org/10.1016/j.jsis.2007.05.001
DeKay, S. (2009). Are business-oriented social networking web sites useful resources for locating passive jobseekers? Results of a recent study. Business Communication Quarterly, 72(1), 101-105.
Dimitriadis, S., & Stevens, E. (2008). Integrated customer relationship management for service activities. Managing Service Quality: An International Journal, 18(5), 496−511. Retrieved from https://doi.org/10.1108/09604520810898857
Dwyer, F. R., & Tanner, J. F. (2006). Business Marketing: Connecting Strategy, Relationship and Learning, 2nd edn. McGraw – Hill Irwin. McGraw.
Farquhar, J. (2004). Customer retention in retail financial services: an employee perspective. The International Journal of Bank Marketing, 22(2), 86–99.
Ghavami, A., & Olyaei, A. (2006). The impact of CRM on customer retention,‘ MSc. thesis, Department of Business Administration and Social Sciences. Lulea University of Technology. doi:LTU-PB-EX--06/02—SE
Guo, L., Xiao, J. J., & Tang, C. (2009). Understanding the psychological process underlying customer satisfaction and retention in a relational service. Journal of Business Research, 62(11), 1152-1159.
Gifford, R. (2002). Making a difference: Some ways environmental psychology has improved the world. In R. Bechtel & A. Churchman (Eds.) Handbook of environmental psychology (2nd ed.). New York: Wiley .
Greenberg, P. (2004). CRM at the speed of light: Essential customer strategies for the 21st century, 3rd edn. McGraw Hill.
Greve, G. &. (2006). Determinants of performance in customer relationship management Assessing the technology usage–performance link. Proceedings of the 39th Annual Hawaii International Conference on System Sciences (HICSS'06), 10.1109/HICSS.2006.121 .
Hair, J. F., Money, A. H., Samouel, P., & Page, M. (2007). Research methods for business. Education+ Training, 49(4), 336-337.
Herman, R. D., & Renz, D. O. (2008). Advancing nonprofit organizational effectiveness research and theory: Nine theses. Nonprofit Management and Leadership, 18(4), 399-415.
Juan, L. U., & Yan, L. U. (2009). Dimensions and influencing factors of customer loyalty in the intermittent service industry. Frontiers of Business Research in China, 3(1), 63-78.
Kandampully, J., & Hu, H. H. (2007). Do hoteliers need to manage image to retain loyal customers?. International Journal of Contemporary Hospitality Management, 19(6).
Karin, A., & Venetis, P. N. (2004). Service quality and customer retention: building long-term relationships. European Journal of Marketing, 38(11/12), 1577–1598. Retrieved from https://doi.org/10.1108/03090560410560254
Keramati, A., Mehrabi, H., & Mousakhani, M. (2008, July). The role of human, organization and technology in building competitive advantage with CRM: The case of iranian internet service industry. In 2008 6th IEEE International Conference on Industrial Informatics (pp. 1279-1284). IEEE.
Keramati, A., Mehrabi, H., & Mojir, N. (2010). A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation. Industrial Marketing Management, 39(7), 1170-1185.
Levesque, T., & McDougall, G. H. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12–20. Retrieved from https://doi.org/10.1108/02652329610151340
McCall, M., & Voorhees, C. (2010). The drivers of loyalty program success: An organizing framework and research agenda. Cornell Hospitality Quarterly, 51(1), 35-52.
Mooney, J. G., Gurbaxani, V., & Kraemer, K. L. (1996). A process oriented framework for assessing the business value of information technology. ACM SIGMIS Database: the DATABASE for Advances in Information Systems, 27(2), 68-81.
Newell, F. (2000). Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing. McGraw-Hill, New York, NY.
Richards, K. A., & Jones, E. (2008). Customer relationship management: Finding value drivers. Industrial Marketing Management, 37(2), 120-130.
Verhoef, P. C. (2003). Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of Marketing, 67, 30–45. Retrieved from https://doi.org/10.1509/jmkg.67.4.30.18685
Winer, R. S. (2001). A framework for customer relationship management. California Management Review, 43(4), 89−105. Retrieved from https://doi.org/10.2307/41166102
Zablah, A. R., Bellenger, D. N., & Johnston, W. J. (2004). Customer relationship management implementation gaps. Journal of Personal Selling & Sales Management, 24(4), 279-295.
Zikmund, W. (2000). Business research methods, 6th edn. The Dryden Press.