How to cite this paper
Almajali, D., lfityani, A., Maali, H & Almajali, H. (2022). Critical success factors for assessing the effectiveness of E-CRM systems in online shopping: the mediating role of user satisfaction.Uncertain Supply Chain Management, 10(3), 667-678.
Refrences
Alavi, M., & Leidner, D.E. (2001). Knowledge Management and Knowledge Management Systems: Conceptual Foundations and Research Issues, MIS Quarterly, 25(1), 107-136.
Al-Bashayreh, M., Almajali, D., Altamimi, A., Masa’deh, R. E., & Al-Okaily, M. (2022). An Empirical Investigation of Reasons Influencing Student Acceptance and Rejection of Mobile Learning Apps Usage. Sustainability, 14(7), 4325.
Almajali, D. (2021). Antecedents of e-commerce on actual use of international trade center: Literature review. Academy of Strategic Management Journal, 20 (2), 1-8.
Almajali, D. A., Omar, F., Alsokkar, A., Alsherideh, A. A. S., Masa’Deh, R. E., & Dahalin, Z. (2022). Enterprise resource planning success in Jordan from the perspective of IT-Business strategic alignment. Cogent Social Sciences, 8(1), 206-2095.
Almajali, D., Masa'deh, R., & Tarhini, A. (2016 ). Antecedents of ERP systems implementation success: a study on Jordanian healthcare sector, Journal of Enterprise Information Management, 29(4), 549–565.
Almajali, D.A. & Dahalin, Z.M.(2010). IT - Business strategic alignment gap and sustainable competitive advantage in Jordan: Triangulation approach, Knowledge Management and Innovation: A Business Competitive Edge Perspective, Proceedings of the 15th International Business Information Management Association Conference, IBIMA, 1, pp. 394–405
Almajali, D.A. (2021). Diagnosing the effect of green supply chain management on firm performance: an experiment study among Jordan industrial estates companies. Uncertain Supply Chain Management, 9(4), 897–904.
Almajali, D.A., & Masa’deh, R. (2021). Antecedents of students’ perceptions of online learning through covid-19 pandemic in Jordan. International Journal of Data and Network Science, 5(4), 587–592.
Almajali, D.A., Hammouri, Q., Majali, T., Al-Gasawneh, J.A., & Dahalin, Z.M. (2021). Antecedents of consumers’ adoption of electronic commerce in developing countries. International Journal of Data and Network Science, 5(4), 681–690.
Al-Okaily, M., Natour, A. R. A., Shishan, F., Al-Dmour, A., Alghazzawi, R., & Alsharairi, M. (2021). Sustainable FinTech Innovation Orientation: A Moderated Model. Sustainability, 13(24), 1-12.
Anderson, J. and Gerbing, D. (1988), Structural equation modelling in practice: a review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
Arman, S. M. (2014). Integrated model of social media and customer relationship management: A literature review. International Journal of Information, Business and Management, 6(3), 118.
Aws, A. L., Ping, T. A., & Al-Okaily, M. (2021). Towards business intelligence success measurement in an organization: a conceptual study. Journal of System and Management Sciences, 11(2), 155-170.
Bagozzi, R., & Yi, Y. (1988). On the evaluation of structural equation models, Journal of the Academy of Marketing Sciences, 16(1), 74-94.
Balakrishnan, I.S. (2015). A study on need for eCRM in ecommerce. International Journal of Research in Management and Social Science, 3(1), 87.
Bradley, J., & Lee, C.C. (2007). ERP Training and User Satisfaction: A Case Study. International Journal of Enterprise Information Systems, 3(4), 33-50.
Bull, C. (2003). Strategic issues in customer relationship management (CRM) implementation. Business Process Management Journal, 9(5), 592-602.
Cambra-Fierro, J.J., Centeno, E., Olavarria, A. & Vazquez-Carrasco, R. (2017). Success factors in a CRM strategy: technology is not all. Journal of Strategic Marketing, 25 (4), 316-333.
Chen, Y., & Sivakumar, V. (2021). Investigation of finance industry on risk awareness model and digital economic growth, Annals of Operations Research, 10, 1-22.
Coltman, T., & Dolnicar, Sara (2004), eCRM Success and the Value of Managerial Discretion.
Cooil, B., Keiningham, T.L., Aksoy, L. & Hsu, M. (2007). A longitudinal analysis of customer satisfaction and share of wallet: investigating the moderating effect of customer characteristics. Journal of Marketing, 71(1), 67-83.
Dash, S. and Mohapatra, J. (2016), Employee perception on the role of HR for creating and managing employer branding towards its brand: an explorative study. Prabandhan: Indian Journal of Management, 9( 2), 41-54.
Day, G.S., & Van den Bulte, C. (2002). Superiority in Customer Relationship Management: Consequences for Competitive Advantage and Performance. Marketing Science Institute, 20, 1-49.
Dezdar, S., & Ainin, S. (2011). The Influence of Organizational Factors on Successful ERP Implementation. Management Decision, 49(6), 911-926.
Dorobat, I., & Nastase, F. (2010). Personalized Training in Romanian SME’s ERP Implementation Projects. Informatica Economica, 14(3), 116-127.
Ernest Chang, S., & Lin, C.S. (2007), Exploring organizational culture for information security management, Industrial Management and Data Systems, 107(3), 438-458.
Feinberg, R., & Kadam, R. (2002), E-CRM Web service attributes as determinants of customer satisfaction with retail Web sites. International Journal of Service Industry Management, 13(5), 432-451.
Fernandes, A.A.R. (2018), The effect of organization culture and technology on motivation, knowledge asset and knowledge management. International Journal of Law and Management, 60(5), 1087-1096.
Gao, W., & Li, X. (2019). Building presence in an online shopping website: the role of website quality. Behaviour and Information Technology, 38(1), 28-41
Hair, J.F, Black, W.C, Babin, B.J., & Anderson, R.E. (2014). Multivariate Data Analysis. Pearson, London.
Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E., & Tatham, R. (2010). Multivariate Data Analysis. Pearson, London.
Hair, J.F., Money, A.H., Samouel, P. and Page, M. (2007). Research Methods for Business, Education & Training, 49(4), 336-337.
Hammouri, Q., Al-Gasawneh, J.A., Nusairat, N.M., Hanandeh, A., & Barakat, S. (2021). The determinants of trust and its influence on online buying intention: an empirical study on social commerce in Jordan. Annals of the Romanian Society for Cell Biology, 4522-4539.
Haron, M., Rela, I.Z., & Saad, S. (2020). Formation of civil servants’ creativity through transformative leadership. Journal of Management Development, 39(4), 499-515.
Hutahayan, B. (2019), A review and research agenda in business model innovation. International Journal of Pharmaceutical and Healthcare Marketing, 13(3), 264-287.
Ismail, N.A.B., & Hussin, H.B. (2016). The effect of E-CRM features on customers satisfaction for airline e-ticket services in Malaysia. Paper Presented at the 2016 6th International Conference on Information and Communication Technology for The Muslim World (ICT4M).
Iswanto, Y., Mashithoh, H., & Hidayah, Z. (2020). Transformational leadership, creative leadership, and creative performance. Paper Presented at the 2nd International Seminar on Business, Economics, Social Science and Technology (ISBEST 2019).
Jaiswal, N. K., & Dhar, R. L. (2015). Transformational leadership, innovation climate, creative self-efficacy and employee creativity: A multilevel study. International journal of hospitality management, 51, 30-41.
Jamali, M., Mehrabadi, M. A., & Pouri, M. (2017). The effect of the implementation of E-CRM electronic satisfaction and loyalty, electronic consumers of Mellat Bank's website. Revista Administração em Diálogo-RAD, 19, 117-135.
Kline, R.B. (2011). Principles and Practice of Structural Equation Modeling, 2nd Edition, The Guilford Press, New York.
Krumbholz, M., & Maiden, N. (2001). The Implementation of Enterprise Resource Planning Packages in Different Organizational and National Cultures. Information Systems, 26(3), 185-204.
Kumar, P., Mokha, A.K. & Pattnaik, S.C. (2021), Electronic customer relationship management (ECRM), customer experience and customer satisfaction: evidence from the banking industry, Benchmarking: An International Journal, 29 (2), 551-572.
Larcker, D.F. & Fornell, C. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 456-464.
Lee, H., Chen, K.L., Shing, C.C. & Shing, M.L. (2006). Security issues in customer relationship management systems (CRM), Paper Presented at the Decision Sciences Institute 37th Annual Conference Bricktown-Oklahoma City March.
Lee-Kelley, L., Gilbert, D. & Mannicom, R. (2003), How e-CRM can enhance customer loyalty. Marketing Intelligence and Planning, 21( 4), 239-248.
Liu, F., Zhang, G., & Lu, J. (2020). Heterogeneous domain adaptation: an unsupervised approach. IEEE Transactions on Neural Networks and Learning Systems, 31(12), 5588-5602.
Liu, X., He, M., Gao, F. & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: a holistic perspective, International Journal of Retail and Distribution Management, 36(11), 919-940.
Lv, S. & Liu, Y. (2021). PLVA: privacy-preserving and lightweight V2I authentication protocol, IEEE Transactions on Intelligent Transportation Systems, doi: 10.1109/TITS.2021.3059638.
Lv, S., & Song, F. (2022). Particle swarm intelligence and the evolution of cooperation in the spatial public goods game with punishment, Applied Mathematics and Computation, 412, 126586.
Ma, Y. & Bennett, D. (2021). The relationship between higher education students’ perceived employability, academic engagement and stress among students in China. Education and Training, 63(5), 744-762.
Mang’unyi, E.E., Khabala, O.T. & Govender, K.K. (2018), Bank customer loyalty and satisfaction: the influence of virtual e-CRM. African Journal of Economic and Management Studies, 9(2), 250-265.
Manoppo, V.P. (2020). Transformational leadership as a factor that decreases turnover intention: a mediation of work stress and organizational citizenship behavior. The TQM Journal, 32(6), 1395-1412.
Mascareno, J., Rietzschel, E. & Wisse, B. (2020). Leader-Member Exchange (LMX) and innovation: a test of competing hypotheses. Creativity and Innovation Management, 29(3), 495-511.
Melchor, M.Q. & Julian, C.P. (2008). The impact of the human element in the information systems quality for decision making and user satisfaction. Journal of Computer Information Systems, 48(2), 44-52.
Miremadi, A.R., Ghalamakri, S. & Ramezani, A.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), pp. 99-118.
Mofokeng, T.E. (2021). The impact of online shopping attributes on customer satisfaction and loyalty: moderating effects of e-commerce experience. Cogent Business and Management, 8(1), 1968206.
Mohammed, A.A., Rashid, B. & Tahir, S. (2017). The mediating role of customer orientation strategy on the relationship between CRM technology and hotel performance. Journal of Marketing Management and Consumer Behavior, 1(5).
Moore, K.A. (2001). Hospital restructuring: impact on nurses mediated by social support and a perception of challenge. Journal of Health and Human Services Administration, 490-516.
Mousavian, S.J. & Ghasbeh, M.J. (2017). Investigation of relationship between E-banking industry risks and electronic customer relationship management (E-CRM). MAYFEB Journal of Business and Management, 2, 26-34.
Nasruddin, N. H. M., & Khalid, F. A. (2017). The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (ECRM) in Malaysian SMEs. The Social Sciences, 12(12), 2230-2235.
Newkirk, H.E. and Lederer, A.L. (2006). The effectiveness of strategic information systems planning under environmental uncertainty. Information and Management, 43(4), 481-501.
Ni, T., Liu, D., Xu, Q., Huang, Z., Liang, H. & Yan, A. (2020). Architecture of cobweb-based redundant TSV for clustered faults, IEEE Transactions on Very Large Scale Integration (VLSI) Systems, 28 (7), 1736-1739.
Ogutu, M.J. (2012). A Framework For Post Implementation Evaluation of ECRM in Telecommunication Sector: The Case of Orange, Submitted in Partial Fulfillment for the Award of Degree of Master of Science in Information Systems of the University of Nairobi.
Papaioannou, A., Kariofyllas, C., Koronios, K., Kourtesopoulou, A. & Kriemadis, A. (2014). Exploring E-CRM application: the case of tourism and hospitality industry in Greece. Journal of Regional Socio-Economic Issues (Jrsei), 4(1), 75-84.
Qashou, A. & Saleh, Y. (2018), E-marketing implementation in small and medium-sized restaurants in Palestine, Arab Economic and Business Journal, 13(2), 93-110
Qiao, G., Ding, L., Zhang, L. & Yan, H. (2021). Accessible tourism: a bibliometric review (2008- 2020). Tourism Review.
Rabaai, A. (2009). The Impact of Organizational Culture on ERP Systems Implementation: Lessons from Jordan. Proceedings of the Pacific Asia Conference on Information Systems (PACIS), Hyderabad, July 10-13.
Rodriguez, M., Peterson, R.M. & Ajjan, H. (2015), CRM social media technology: impact on customer orientation process and organizational sales performance, Ideas in Marketing: Finding the New and Polishing the Old, Springer, pp. 636-638.
Simon, S.J., & Werner, J.M. (1996). Computer Training through Behaviour Modeling, Self-Paced, and Instruction Approaches: A Field Experiment. Journal of Applied Psychology, 81(6), 648-659.
Sivaraks, P., Krairit, D. & Tang, J.C.S. (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.
Subira Masana, G. (2017), Implementing a CRM in a Gear Reducers Manufacturing and Assembling Company, Universitat Politecnica de Catalunya.
Tariq, M., Jamil, A., Ahmad, M.S. & Ramayah, T. (2019). Modeling the effectiveness of electronic customer relationship management (E-CRM) systems: empirical evidence from Pakistan. Revista Gest~ao and Tecnologia, pp. 77-100.
Tian, J. & Wang, S. (2017). Signaling service quality via website e-CRM features: more gains for smaller and lesser known hotels. Journal of Hospitality and Tourism Research, 41(2), 211-245.
Tushman, M., Tushman, M.L. & O’Reilly, C.A. (2002). Winning through Innovation: A Practical Guide to Leading Organizational Change and Renewal. Harvard Business Press.
Wang, P. & Liu, Y. (2021), SEMA: secure and efficient message authentication protocol for VANETs. IEEE Systems Journal, 15(1), 846-855.
Yang, Z. & Fang, X. (2004), Online service quality dimensions and their relationships with satisfaction: a content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302-326.
Yi, H. (2021), Secure social internet of things based on post-quantum blockchain. IEEE Transactions on Network Science and Engineering.
Zhong, L., Fang, Z., Liu, F., Yuan, B., Zhang, G. & Lu, J. (2021), Bridging the theoretical bound and deep algorithms for open set domain adaptation, IEEE Transactions on Neural Networks and Learning Systems.
Zhu, Z.-W., Mei, A., Prestwich, R., & Lin, S.N. (2010). A Research on User Satisfaction of Running Enterprise Resource Planning for Small and Median Enterprises in Taiwan. Proceedings of the 2010 International Conference on Innovation and Management, Penang, July 7-10.
Zhuang, M., Zhu, W., Huang, L. & Pan, W.T. (2021), Research of influence mechanism of corporate social responsibility for smart cities on consumers’ purchasing intention, Library Hi Tech, 1.
Al-Bashayreh, M., Almajali, D., Altamimi, A., Masa’deh, R. E., & Al-Okaily, M. (2022). An Empirical Investigation of Reasons Influencing Student Acceptance and Rejection of Mobile Learning Apps Usage. Sustainability, 14(7), 4325.
Almajali, D. (2021). Antecedents of e-commerce on actual use of international trade center: Literature review. Academy of Strategic Management Journal, 20 (2), 1-8.
Almajali, D. A., Omar, F., Alsokkar, A., Alsherideh, A. A. S., Masa’Deh, R. E., & Dahalin, Z. (2022). Enterprise resource planning success in Jordan from the perspective of IT-Business strategic alignment. Cogent Social Sciences, 8(1), 206-2095.
Almajali, D., Masa'deh, R., & Tarhini, A. (2016 ). Antecedents of ERP systems implementation success: a study on Jordanian healthcare sector, Journal of Enterprise Information Management, 29(4), 549–565.
Almajali, D.A. & Dahalin, Z.M.(2010). IT - Business strategic alignment gap and sustainable competitive advantage in Jordan: Triangulation approach, Knowledge Management and Innovation: A Business Competitive Edge Perspective, Proceedings of the 15th International Business Information Management Association Conference, IBIMA, 1, pp. 394–405
Almajali, D.A. (2021). Diagnosing the effect of green supply chain management on firm performance: an experiment study among Jordan industrial estates companies. Uncertain Supply Chain Management, 9(4), 897–904.
Almajali, D.A., & Masa’deh, R. (2021). Antecedents of students’ perceptions of online learning through covid-19 pandemic in Jordan. International Journal of Data and Network Science, 5(4), 587–592.
Almajali, D.A., Hammouri, Q., Majali, T., Al-Gasawneh, J.A., & Dahalin, Z.M. (2021). Antecedents of consumers’ adoption of electronic commerce in developing countries. International Journal of Data and Network Science, 5(4), 681–690.
Al-Okaily, M., Natour, A. R. A., Shishan, F., Al-Dmour, A., Alghazzawi, R., & Alsharairi, M. (2021). Sustainable FinTech Innovation Orientation: A Moderated Model. Sustainability, 13(24), 1-12.
Anderson, J. and Gerbing, D. (1988), Structural equation modelling in practice: a review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
Arman, S. M. (2014). Integrated model of social media and customer relationship management: A literature review. International Journal of Information, Business and Management, 6(3), 118.
Aws, A. L., Ping, T. A., & Al-Okaily, M. (2021). Towards business intelligence success measurement in an organization: a conceptual study. Journal of System and Management Sciences, 11(2), 155-170.
Bagozzi, R., & Yi, Y. (1988). On the evaluation of structural equation models, Journal of the Academy of Marketing Sciences, 16(1), 74-94.
Balakrishnan, I.S. (2015). A study on need for eCRM in ecommerce. International Journal of Research in Management and Social Science, 3(1), 87.
Bradley, J., & Lee, C.C. (2007). ERP Training and User Satisfaction: A Case Study. International Journal of Enterprise Information Systems, 3(4), 33-50.
Bull, C. (2003). Strategic issues in customer relationship management (CRM) implementation. Business Process Management Journal, 9(5), 592-602.
Cambra-Fierro, J.J., Centeno, E., Olavarria, A. & Vazquez-Carrasco, R. (2017). Success factors in a CRM strategy: technology is not all. Journal of Strategic Marketing, 25 (4), 316-333.
Chen, Y., & Sivakumar, V. (2021). Investigation of finance industry on risk awareness model and digital economic growth, Annals of Operations Research, 10, 1-22.
Coltman, T., & Dolnicar, Sara (2004), eCRM Success and the Value of Managerial Discretion.
Cooil, B., Keiningham, T.L., Aksoy, L. & Hsu, M. (2007). A longitudinal analysis of customer satisfaction and share of wallet: investigating the moderating effect of customer characteristics. Journal of Marketing, 71(1), 67-83.
Dash, S. and Mohapatra, J. (2016), Employee perception on the role of HR for creating and managing employer branding towards its brand: an explorative study. Prabandhan: Indian Journal of Management, 9( 2), 41-54.
Day, G.S., & Van den Bulte, C. (2002). Superiority in Customer Relationship Management: Consequences for Competitive Advantage and Performance. Marketing Science Institute, 20, 1-49.
Dezdar, S., & Ainin, S. (2011). The Influence of Organizational Factors on Successful ERP Implementation. Management Decision, 49(6), 911-926.
Dorobat, I., & Nastase, F. (2010). Personalized Training in Romanian SME’s ERP Implementation Projects. Informatica Economica, 14(3), 116-127.
Ernest Chang, S., & Lin, C.S. (2007), Exploring organizational culture for information security management, Industrial Management and Data Systems, 107(3), 438-458.
Feinberg, R., & Kadam, R. (2002), E-CRM Web service attributes as determinants of customer satisfaction with retail Web sites. International Journal of Service Industry Management, 13(5), 432-451.
Fernandes, A.A.R. (2018), The effect of organization culture and technology on motivation, knowledge asset and knowledge management. International Journal of Law and Management, 60(5), 1087-1096.
Gao, W., & Li, X. (2019). Building presence in an online shopping website: the role of website quality. Behaviour and Information Technology, 38(1), 28-41
Hair, J.F, Black, W.C, Babin, B.J., & Anderson, R.E. (2014). Multivariate Data Analysis. Pearson, London.
Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E., & Tatham, R. (2010). Multivariate Data Analysis. Pearson, London.
Hair, J.F., Money, A.H., Samouel, P. and Page, M. (2007). Research Methods for Business, Education & Training, 49(4), 336-337.
Hammouri, Q., Al-Gasawneh, J.A., Nusairat, N.M., Hanandeh, A., & Barakat, S. (2021). The determinants of trust and its influence on online buying intention: an empirical study on social commerce in Jordan. Annals of the Romanian Society for Cell Biology, 4522-4539.
Haron, M., Rela, I.Z., & Saad, S. (2020). Formation of civil servants’ creativity through transformative leadership. Journal of Management Development, 39(4), 499-515.
Hutahayan, B. (2019), A review and research agenda in business model innovation. International Journal of Pharmaceutical and Healthcare Marketing, 13(3), 264-287.
Ismail, N.A.B., & Hussin, H.B. (2016). The effect of E-CRM features on customers satisfaction for airline e-ticket services in Malaysia. Paper Presented at the 2016 6th International Conference on Information and Communication Technology for The Muslim World (ICT4M).
Iswanto, Y., Mashithoh, H., & Hidayah, Z. (2020). Transformational leadership, creative leadership, and creative performance. Paper Presented at the 2nd International Seminar on Business, Economics, Social Science and Technology (ISBEST 2019).
Jaiswal, N. K., & Dhar, R. L. (2015). Transformational leadership, innovation climate, creative self-efficacy and employee creativity: A multilevel study. International journal of hospitality management, 51, 30-41.
Jamali, M., Mehrabadi, M. A., & Pouri, M. (2017). The effect of the implementation of E-CRM electronic satisfaction and loyalty, electronic consumers of Mellat Bank's website. Revista Administração em Diálogo-RAD, 19, 117-135.
Kline, R.B. (2011). Principles and Practice of Structural Equation Modeling, 2nd Edition, The Guilford Press, New York.
Krumbholz, M., & Maiden, N. (2001). The Implementation of Enterprise Resource Planning Packages in Different Organizational and National Cultures. Information Systems, 26(3), 185-204.
Kumar, P., Mokha, A.K. & Pattnaik, S.C. (2021), Electronic customer relationship management (ECRM), customer experience and customer satisfaction: evidence from the banking industry, Benchmarking: An International Journal, 29 (2), 551-572.
Larcker, D.F. & Fornell, C. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 456-464.
Lee, H., Chen, K.L., Shing, C.C. & Shing, M.L. (2006). Security issues in customer relationship management systems (CRM), Paper Presented at the Decision Sciences Institute 37th Annual Conference Bricktown-Oklahoma City March.
Lee-Kelley, L., Gilbert, D. & Mannicom, R. (2003), How e-CRM can enhance customer loyalty. Marketing Intelligence and Planning, 21( 4), 239-248.
Liu, F., Zhang, G., & Lu, J. (2020). Heterogeneous domain adaptation: an unsupervised approach. IEEE Transactions on Neural Networks and Learning Systems, 31(12), 5588-5602.
Liu, X., He, M., Gao, F. & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: a holistic perspective, International Journal of Retail and Distribution Management, 36(11), 919-940.
Lv, S. & Liu, Y. (2021). PLVA: privacy-preserving and lightweight V2I authentication protocol, IEEE Transactions on Intelligent Transportation Systems, doi: 10.1109/TITS.2021.3059638.
Lv, S., & Song, F. (2022). Particle swarm intelligence and the evolution of cooperation in the spatial public goods game with punishment, Applied Mathematics and Computation, 412, 126586.
Ma, Y. & Bennett, D. (2021). The relationship between higher education students’ perceived employability, academic engagement and stress among students in China. Education and Training, 63(5), 744-762.
Mang’unyi, E.E., Khabala, O.T. & Govender, K.K. (2018), Bank customer loyalty and satisfaction: the influence of virtual e-CRM. African Journal of Economic and Management Studies, 9(2), 250-265.
Manoppo, V.P. (2020). Transformational leadership as a factor that decreases turnover intention: a mediation of work stress and organizational citizenship behavior. The TQM Journal, 32(6), 1395-1412.
Mascareno, J., Rietzschel, E. & Wisse, B. (2020). Leader-Member Exchange (LMX) and innovation: a test of competing hypotheses. Creativity and Innovation Management, 29(3), 495-511.
Melchor, M.Q. & Julian, C.P. (2008). The impact of the human element in the information systems quality for decision making and user satisfaction. Journal of Computer Information Systems, 48(2), 44-52.
Miremadi, A.R., Ghalamakri, S. & Ramezani, A.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), pp. 99-118.
Mofokeng, T.E. (2021). The impact of online shopping attributes on customer satisfaction and loyalty: moderating effects of e-commerce experience. Cogent Business and Management, 8(1), 1968206.
Mohammed, A.A., Rashid, B. & Tahir, S. (2017). The mediating role of customer orientation strategy on the relationship between CRM technology and hotel performance. Journal of Marketing Management and Consumer Behavior, 1(5).
Moore, K.A. (2001). Hospital restructuring: impact on nurses mediated by social support and a perception of challenge. Journal of Health and Human Services Administration, 490-516.
Mousavian, S.J. & Ghasbeh, M.J. (2017). Investigation of relationship between E-banking industry risks and electronic customer relationship management (E-CRM). MAYFEB Journal of Business and Management, 2, 26-34.
Nasruddin, N. H. M., & Khalid, F. A. (2017). The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (ECRM) in Malaysian SMEs. The Social Sciences, 12(12), 2230-2235.
Newkirk, H.E. and Lederer, A.L. (2006). The effectiveness of strategic information systems planning under environmental uncertainty. Information and Management, 43(4), 481-501.
Ni, T., Liu, D., Xu, Q., Huang, Z., Liang, H. & Yan, A. (2020). Architecture of cobweb-based redundant TSV for clustered faults, IEEE Transactions on Very Large Scale Integration (VLSI) Systems, 28 (7), 1736-1739.
Ogutu, M.J. (2012). A Framework For Post Implementation Evaluation of ECRM in Telecommunication Sector: The Case of Orange, Submitted in Partial Fulfillment for the Award of Degree of Master of Science in Information Systems of the University of Nairobi.
Papaioannou, A., Kariofyllas, C., Koronios, K., Kourtesopoulou, A. & Kriemadis, A. (2014). Exploring E-CRM application: the case of tourism and hospitality industry in Greece. Journal of Regional Socio-Economic Issues (Jrsei), 4(1), 75-84.
Qashou, A. & Saleh, Y. (2018), E-marketing implementation in small and medium-sized restaurants in Palestine, Arab Economic and Business Journal, 13(2), 93-110
Qiao, G., Ding, L., Zhang, L. & Yan, H. (2021). Accessible tourism: a bibliometric review (2008- 2020). Tourism Review.
Rabaai, A. (2009). The Impact of Organizational Culture on ERP Systems Implementation: Lessons from Jordan. Proceedings of the Pacific Asia Conference on Information Systems (PACIS), Hyderabad, July 10-13.
Rodriguez, M., Peterson, R.M. & Ajjan, H. (2015), CRM social media technology: impact on customer orientation process and organizational sales performance, Ideas in Marketing: Finding the New and Polishing the Old, Springer, pp. 636-638.
Simon, S.J., & Werner, J.M. (1996). Computer Training through Behaviour Modeling, Self-Paced, and Instruction Approaches: A Field Experiment. Journal of Applied Psychology, 81(6), 648-659.
Sivaraks, P., Krairit, D. & Tang, J.C.S. (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.
Subira Masana, G. (2017), Implementing a CRM in a Gear Reducers Manufacturing and Assembling Company, Universitat Politecnica de Catalunya.
Tariq, M., Jamil, A., Ahmad, M.S. & Ramayah, T. (2019). Modeling the effectiveness of electronic customer relationship management (E-CRM) systems: empirical evidence from Pakistan. Revista Gest~ao and Tecnologia, pp. 77-100.
Tian, J. & Wang, S. (2017). Signaling service quality via website e-CRM features: more gains for smaller and lesser known hotels. Journal of Hospitality and Tourism Research, 41(2), 211-245.
Tushman, M., Tushman, M.L. & O’Reilly, C.A. (2002). Winning through Innovation: A Practical Guide to Leading Organizational Change and Renewal. Harvard Business Press.
Wang, P. & Liu, Y. (2021), SEMA: secure and efficient message authentication protocol for VANETs. IEEE Systems Journal, 15(1), 846-855.
Yang, Z. & Fang, X. (2004), Online service quality dimensions and their relationships with satisfaction: a content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302-326.
Yi, H. (2021), Secure social internet of things based on post-quantum blockchain. IEEE Transactions on Network Science and Engineering.
Zhong, L., Fang, Z., Liu, F., Yuan, B., Zhang, G. & Lu, J. (2021), Bridging the theoretical bound and deep algorithms for open set domain adaptation, IEEE Transactions on Neural Networks and Learning Systems.
Zhu, Z.-W., Mei, A., Prestwich, R., & Lin, S.N. (2010). A Research on User Satisfaction of Running Enterprise Resource Planning for Small and Median Enterprises in Taiwan. Proceedings of the 2010 International Conference on Innovation and Management, Penang, July 7-10.
Zhuang, M., Zhu, W., Huang, L. & Pan, W.T. (2021), Research of influence mechanism of corporate social responsibility for smart cities on consumers’ purchasing intention, Library Hi Tech, 1.