How to cite this paper
Alanazi, T. (2023). The effect of social customer relationship management on customer loyalty in Saudi Arabia.Uncertain Supply Chain Management, 11(2), 665-672.
References
Agha, A. A., Rashid, A., Rasheed, R., Khan, S., & Khan, U. (2021). Antecedents of customer loyalty at telecom sector. Turkish Online Journal of Qualitative Inquiry, 12(9), 1352-1374.
Ahmad, S., Zulkurnain, N., &Khairushalimi, F. (2016). Assessing the Validity and Reliability of a Measurement Model in Structural Equation Modeling (SEM). British Journal of Mathematics & Computer Science, 15(3), 1–8. https://doi.org/10.9734/BJMCS/2016/25183
Aldaihani, F. M. F., & Ali, N. A. B. (2018). Impact of social customer relationship management on customer satisfaction through customer empowerment: A study of Islamic Banks in Kuwait. International Research Journal of Finance and Economics, 170, 41-53.
Alhalalmeh, M., Alkhawaldah, R. A., Mohammad, A., Al-Quran, A., Hijjawi, G., & Al-Hawary, S. (2022). The effect of selected marketing activities and promotions on the consumers buying behavior. Business: Theory and Practice, 23(1), 79-87.
Al-Hawary, S. I. S., & Al-Fassed, K. J. (2022). The impact of social media marketing on building brand loyalty through customer engagement in Jordan. International Journal of Business Innovation and Research, 28(3), 365-387.
Al-Hawary, S. I. S., & Alhajri, T. M. S. (2020). Effect of Electronic Customer Relationship Management on Customers' Electronic Satisfaction of Communication Companies in Kuwait. Calitatea, 21(175), 97-102.
Al-Hawary, S. I. S., & Obiadat, A. A. (2021). Does mobile marketing affect customer loyalty in Jordan?. International Journal of Business Excellence, 23(2), 226-250.
Al-Hawary, S. I., & Harahsheh, S. (2014). Factors Affecting Jordanian Consumer Loyalty Toward Cellular phone Brand. International Journal of Economics and Business Research, 7(3), 349–375.
Al-Nawafah, S., Al-Shorman, H., Aityassine, F., Khrisat, F., Hunitie, M., Mohammad, A., & Al-Hawary, S. (2022). The effect of supply chain management through social media on competitiveness of the private hospitals in Jordan. Uncertain Supply Chain Management, 10(3), 737-746.
Alolayyan, M., Al-Hawary, S. I., Mohammad, A. A., & Al-Nady, B. A. (2018). Banking Service Quality Provided by Commercial Banks and Customer Satisfaction. A structural Equation Modelling Approaches. International Journal of Productivity and Quality Management, 24(4), 543–565.
Andri, P., Jasfar, F., & Kristaung, R. (2022). Effect Of Product, Distribution And Service Quality on Customer Loyalty Through Customer Satisfaction At Indonesian Marketplace. Devotion: Journal of Research and Community Service, 3(4), 321-330.
Bricci, L., Fragata, A., & Anntunes, J. (2016). The effect of trust commitment and satisfaction on customer loyalty I the distribution sector. Journal of Economics, Business and Management, 4(2), 173-177.
Chu, S. C., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International journal of Advertising, 30(1), 47-75.
de Leeuw, E., Hox, J., Silber, H., Struminskaya, B., & Vis, C. (2019). Development of an international survey attitude scale: Measurement equivalence, reliability, and predictive validity. Measurement Instruments for the Social Sciences, 1(1), 9. https://doi.org/10.1186/s42409-019-0012-x
Dow, B. J., Johnson, A. L., Wang, C. S., Whitson, J., & Menon, T. (2021). The COVID‐19 pandemic and the search for structure: Social media and conspiracy theories. Social and Personality Psychology Compass, 15(9), e12636.
Eldahamsheh, M.M., Almomani, H.M., Bani-Khaled, A.K.,Al-Quran, A.Z., Al-Hawary, S.I.S& Mohammad, A.A (2021). Factors Affecting Digital Marketing Success in Jordan. International Journal of Entrepreneurship, 25(S5), 1-12.
Gamage, T. C., Gnanapala, A., & Ashill, N. J. (2021). Understanding social customer relationship management adoption: qualitative insights. Journal of Strategic Marketing, 1-25.
Guerola-Navarro, V., Gil-Gomez, H., Oltra-Badenes, R., & Soto-Acosta, P. (2022). Customer relationship management and its impact on entrepreneurial marketing: A literature review. International Entrepreneurship and Management Journal, 1-41.
Gupta, S., Justy, T., Kamboj, S., Kumar, A., & Kristoffersen, E. (2021). Big data and firm marketing performance: Findings from knowledge-based view. Technological Forecasting and Social Change, 171, 120986.
Hair, J. F., Babin, B. J., & Krey, N. (2017). Covariance-Based Structural Equation Modeling in the Journal of Advertising: Review and Recommendations. Journal of Advertising, 46(1), 163–177. https://doi.org/10.1080/00913367.2017.1281777
Hanaysha, J. R., & Al-Shaikh, M. E. (2022). An examination of customer relationship management dimensions and employee-based brand equity: A study on ride-hailing industry in Saudi Arabia. Research in Transportation Business & Management, 43, 100719.
Harahap, T. H., Dwijendra, N. K. A., Al-Hawary, S. I. S., Iswanto, A. H., Ahmed, N. M., Hasan, Y. M., ... & Mustafa, Y. F. (2022). A New Commodity Distribution Approach Based on Asymmetric Traveler Salesman Using Ant Colony Algorithm. Industrial Engineering & Management Systems, 21(3), 538-546.
Howard, M. C. (2018). The convergent validity and nomological net of two methods to measure retroactive influences. Psychology of Consciousness: Theory, Research, and Practice, 5(3), 324–337. https://doi.org/10.1037/cns0000149
Ibrahim, A. (2022). Social Customer Relationship Management as a Communication Tool for Academic Communities in Higher Education Institutions through Social Media. International Journal of Advanced Computer Science and Applications, 13(5).
Khalayleh, M., & Al-Hawary, S. (2022). The impact of digital content of marketing mix on marketing performance: An experimental study at five-star hotels in Jordan. International Journal of Data and Network Science, 6(4), 1023-1032.
Masele, J. J., & Rwehikiza, D. P. (2022). Usability of Social Media for Promoting Higher Learning Institutions’ Activities in Tanzania: A Diffusion of Innovation Perspective. Journal of Nonprofit & Public Sector Marketing, 1-32.
Mohammad, A. A. S. (2020). The effect of customer empowerment and customer engagement on marketing performance: the mediating effect of brand community membership. Verslas: Teorija ir praktika/Business: Theory and Practice, 21(1), 30-38.
Mohammad, A. A., Alshura, M.S.,Al-Hawary, S. I. S., Al-Syasneh, M. S., & Alhajri, T. M. (2020). The influence of Internal Marketing Practices on the employees’ intention to leave: A study of the private hospitals in Jordan. International Journal of Advanced Science and Technology, 29(5), 1174–1189.
Mohammad, A., Aldmour, R., & Al-Hawary, S. (2022). Drivers of online food delivery orientation. International Journal of Data and Network Science, 6(4), 1619-1624.
Mohammad, A.A.S (2019). Customers' electronic loyalty of banks working in Jordan: The effect of electronic customer relationship management. International Journal of Scientific and Technology Research, volume 8, issue 12: pp 3809-3815.
Muda, I., Sivaraman, R., Al-Hawary, S. I. S., Rahardja, U., Bader, R. S., Kadarsyah, D., ... & Chaudhary, P. (2022). Hub Location-allocation in Computer-based Networks under Disruption Using Whale Optimization Algorithm. Industrial Engineering & Management Systems, 21(3), 503-515.
Perez-Vega, R., Hopkinson, P., Singhal, A., & Mariani, M. M. (2022). From CRM to social CRM: A bibliometric review and research agenda for consumer research. Journal of Business Research, 151, 1-16.
Rahamneh, A., Alrawashdeh, S., Bawaneh, A., Alatyat, Z., Mohammad, A., & Al-Hawary, S. (2023). The effect of digital supply chain on lean manufacturing: A structural equation modelling approach. Uncertain Supply Chain Management, 11(1), 391-402.
Regalado-Pezúa, O., Galeano, L. T., & Horna-Saldaña, C. J. P. (2021). Bases for the digital transformation of the productive sector. ESIC Digital Economy and Innovation Journal, 1(1), 60-82.
Rimkeviciene, J., Hawgood, J., O’Gorman, J., & De Leo, D. (2017). Construct Validity of the Acquired Capability for Suicide Scale: Factor Structure, Convergent and Discriminant Validity. Journal of Psychopathology and Behavioral Assessment, 39(2), 291–302. https://doi.org/10.1007/s10862-016-9576-4
Sharma, R., Rani, A., Kumar, M., & Abrol, S. (2022). Social Customer Relationship Management (S-CRM). In Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 (pp. 228-249). IGI Global.
Shi, D., Lee, T., &Maydeu-Olivares, A. (2019). Understanding the Model Size Effect on SEM Fit Indices. Educational and Psychological Measurement, 79(2), 310–334. https://doi.org/10.1177/0013164418783530
Sung, K.-S., Yi, Y. G., & Shin, H.-I. (2019). Reliability and validity of knee extensor strength measurements using a portable dynamometer anchoring system in a supine position. BMC Musculoskeletal Disorders, 20(1), 1–8. https://doi.org/10.1186/s12891-019-2703-0
Tariq, E., Alshurideh, M., Akour, I., & Al-Hawary, S. (2022). The effect of digital marketing capabilities on organizational ambidexterity of the information technology sector. International Journal of Data and Network Science, 6(2), 401-408.
Turoń, K. (2022). Open innovation business model as an opportunity to enhance the development of sustainable shared mobility industry. Journal of Open Innovation: Technology, Market, and Complexity, 8(1), 37.
Wang, Y. A., & Rhemtulla, M. (2021). Power Analysis for Parameter Estimation in Structural Equation Modeling: A Discussion and Tutorial. Advances in Methods and Practices in Psychological Science, 4(1), 1–17. https://doi.org/10.1177/2515245920918253
Woodcock, N.A., Green, A., & Nestarkey, M.A. (2011). Social CRM as a business strategy. Journal of Data Base Marketing & Customer Strategy Management, 1(18),50-64.
Yerpude, S., & Singhal, T. (2018). Internet of things based customer relationship management: A research perspective. International Journal of Engineering & Technology, 7(2.7), 444-450.
Zhang, L., Wu, L., Huang, L., & Zhang, Y. (2021). Wield the power of omni-channel retailing strategy: a capability and supply chain resilience perspective. Journal of Strategic Marketing, 1-25.
Ahmad, S., Zulkurnain, N., &Khairushalimi, F. (2016). Assessing the Validity and Reliability of a Measurement Model in Structural Equation Modeling (SEM). British Journal of Mathematics & Computer Science, 15(3), 1–8. https://doi.org/10.9734/BJMCS/2016/25183
Aldaihani, F. M. F., & Ali, N. A. B. (2018). Impact of social customer relationship management on customer satisfaction through customer empowerment: A study of Islamic Banks in Kuwait. International Research Journal of Finance and Economics, 170, 41-53.
Alhalalmeh, M., Alkhawaldah, R. A., Mohammad, A., Al-Quran, A., Hijjawi, G., & Al-Hawary, S. (2022). The effect of selected marketing activities and promotions on the consumers buying behavior. Business: Theory and Practice, 23(1), 79-87.
Al-Hawary, S. I. S., & Al-Fassed, K. J. (2022). The impact of social media marketing on building brand loyalty through customer engagement in Jordan. International Journal of Business Innovation and Research, 28(3), 365-387.
Al-Hawary, S. I. S., & Alhajri, T. M. S. (2020). Effect of Electronic Customer Relationship Management on Customers' Electronic Satisfaction of Communication Companies in Kuwait. Calitatea, 21(175), 97-102.
Al-Hawary, S. I. S., & Obiadat, A. A. (2021). Does mobile marketing affect customer loyalty in Jordan?. International Journal of Business Excellence, 23(2), 226-250.
Al-Hawary, S. I., & Harahsheh, S. (2014). Factors Affecting Jordanian Consumer Loyalty Toward Cellular phone Brand. International Journal of Economics and Business Research, 7(3), 349–375.
Al-Nawafah, S., Al-Shorman, H., Aityassine, F., Khrisat, F., Hunitie, M., Mohammad, A., & Al-Hawary, S. (2022). The effect of supply chain management through social media on competitiveness of the private hospitals in Jordan. Uncertain Supply Chain Management, 10(3), 737-746.
Alolayyan, M., Al-Hawary, S. I., Mohammad, A. A., & Al-Nady, B. A. (2018). Banking Service Quality Provided by Commercial Banks and Customer Satisfaction. A structural Equation Modelling Approaches. International Journal of Productivity and Quality Management, 24(4), 543–565.
Andri, P., Jasfar, F., & Kristaung, R. (2022). Effect Of Product, Distribution And Service Quality on Customer Loyalty Through Customer Satisfaction At Indonesian Marketplace. Devotion: Journal of Research and Community Service, 3(4), 321-330.
Bricci, L., Fragata, A., & Anntunes, J. (2016). The effect of trust commitment and satisfaction on customer loyalty I the distribution sector. Journal of Economics, Business and Management, 4(2), 173-177.
Chu, S. C., & Kim, Y. (2011). Determinants of consumer engagement in electronic word-of-mouth (eWOM) in social networking sites. International journal of Advertising, 30(1), 47-75.
de Leeuw, E., Hox, J., Silber, H., Struminskaya, B., & Vis, C. (2019). Development of an international survey attitude scale: Measurement equivalence, reliability, and predictive validity. Measurement Instruments for the Social Sciences, 1(1), 9. https://doi.org/10.1186/s42409-019-0012-x
Dow, B. J., Johnson, A. L., Wang, C. S., Whitson, J., & Menon, T. (2021). The COVID‐19 pandemic and the search for structure: Social media and conspiracy theories. Social and Personality Psychology Compass, 15(9), e12636.
Eldahamsheh, M.M., Almomani, H.M., Bani-Khaled, A.K.,Al-Quran, A.Z., Al-Hawary, S.I.S& Mohammad, A.A (2021). Factors Affecting Digital Marketing Success in Jordan. International Journal of Entrepreneurship, 25(S5), 1-12.
Gamage, T. C., Gnanapala, A., & Ashill, N. J. (2021). Understanding social customer relationship management adoption: qualitative insights. Journal of Strategic Marketing, 1-25.
Guerola-Navarro, V., Gil-Gomez, H., Oltra-Badenes, R., & Soto-Acosta, P. (2022). Customer relationship management and its impact on entrepreneurial marketing: A literature review. International Entrepreneurship and Management Journal, 1-41.
Gupta, S., Justy, T., Kamboj, S., Kumar, A., & Kristoffersen, E. (2021). Big data and firm marketing performance: Findings from knowledge-based view. Technological Forecasting and Social Change, 171, 120986.
Hair, J. F., Babin, B. J., & Krey, N. (2017). Covariance-Based Structural Equation Modeling in the Journal of Advertising: Review and Recommendations. Journal of Advertising, 46(1), 163–177. https://doi.org/10.1080/00913367.2017.1281777
Hanaysha, J. R., & Al-Shaikh, M. E. (2022). An examination of customer relationship management dimensions and employee-based brand equity: A study on ride-hailing industry in Saudi Arabia. Research in Transportation Business & Management, 43, 100719.
Harahap, T. H., Dwijendra, N. K. A., Al-Hawary, S. I. S., Iswanto, A. H., Ahmed, N. M., Hasan, Y. M., ... & Mustafa, Y. F. (2022). A New Commodity Distribution Approach Based on Asymmetric Traveler Salesman Using Ant Colony Algorithm. Industrial Engineering & Management Systems, 21(3), 538-546.
Howard, M. C. (2018). The convergent validity and nomological net of two methods to measure retroactive influences. Psychology of Consciousness: Theory, Research, and Practice, 5(3), 324–337. https://doi.org/10.1037/cns0000149
Ibrahim, A. (2022). Social Customer Relationship Management as a Communication Tool for Academic Communities in Higher Education Institutions through Social Media. International Journal of Advanced Computer Science and Applications, 13(5).
Khalayleh, M., & Al-Hawary, S. (2022). The impact of digital content of marketing mix on marketing performance: An experimental study at five-star hotels in Jordan. International Journal of Data and Network Science, 6(4), 1023-1032.
Masele, J. J., & Rwehikiza, D. P. (2022). Usability of Social Media for Promoting Higher Learning Institutions’ Activities in Tanzania: A Diffusion of Innovation Perspective. Journal of Nonprofit & Public Sector Marketing, 1-32.
Mohammad, A. A. S. (2020). The effect of customer empowerment and customer engagement on marketing performance: the mediating effect of brand community membership. Verslas: Teorija ir praktika/Business: Theory and Practice, 21(1), 30-38.
Mohammad, A. A., Alshura, M.S.,Al-Hawary, S. I. S., Al-Syasneh, M. S., & Alhajri, T. M. (2020). The influence of Internal Marketing Practices on the employees’ intention to leave: A study of the private hospitals in Jordan. International Journal of Advanced Science and Technology, 29(5), 1174–1189.
Mohammad, A., Aldmour, R., & Al-Hawary, S. (2022). Drivers of online food delivery orientation. International Journal of Data and Network Science, 6(4), 1619-1624.
Mohammad, A.A.S (2019). Customers' electronic loyalty of banks working in Jordan: The effect of electronic customer relationship management. International Journal of Scientific and Technology Research, volume 8, issue 12: pp 3809-3815.
Muda, I., Sivaraman, R., Al-Hawary, S. I. S., Rahardja, U., Bader, R. S., Kadarsyah, D., ... & Chaudhary, P. (2022). Hub Location-allocation in Computer-based Networks under Disruption Using Whale Optimization Algorithm. Industrial Engineering & Management Systems, 21(3), 503-515.
Perez-Vega, R., Hopkinson, P., Singhal, A., & Mariani, M. M. (2022). From CRM to social CRM: A bibliometric review and research agenda for consumer research. Journal of Business Research, 151, 1-16.
Rahamneh, A., Alrawashdeh, S., Bawaneh, A., Alatyat, Z., Mohammad, A., & Al-Hawary, S. (2023). The effect of digital supply chain on lean manufacturing: A structural equation modelling approach. Uncertain Supply Chain Management, 11(1), 391-402.
Regalado-Pezúa, O., Galeano, L. T., & Horna-Saldaña, C. J. P. (2021). Bases for the digital transformation of the productive sector. ESIC Digital Economy and Innovation Journal, 1(1), 60-82.
Rimkeviciene, J., Hawgood, J., O’Gorman, J., & De Leo, D. (2017). Construct Validity of the Acquired Capability for Suicide Scale: Factor Structure, Convergent and Discriminant Validity. Journal of Psychopathology and Behavioral Assessment, 39(2), 291–302. https://doi.org/10.1007/s10862-016-9576-4
Sharma, R., Rani, A., Kumar, M., & Abrol, S. (2022). Social Customer Relationship Management (S-CRM). In Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 (pp. 228-249). IGI Global.
Shi, D., Lee, T., &Maydeu-Olivares, A. (2019). Understanding the Model Size Effect on SEM Fit Indices. Educational and Psychological Measurement, 79(2), 310–334. https://doi.org/10.1177/0013164418783530
Sung, K.-S., Yi, Y. G., & Shin, H.-I. (2019). Reliability and validity of knee extensor strength measurements using a portable dynamometer anchoring system in a supine position. BMC Musculoskeletal Disorders, 20(1), 1–8. https://doi.org/10.1186/s12891-019-2703-0
Tariq, E., Alshurideh, M., Akour, I., & Al-Hawary, S. (2022). The effect of digital marketing capabilities on organizational ambidexterity of the information technology sector. International Journal of Data and Network Science, 6(2), 401-408.
Turoń, K. (2022). Open innovation business model as an opportunity to enhance the development of sustainable shared mobility industry. Journal of Open Innovation: Technology, Market, and Complexity, 8(1), 37.
Wang, Y. A., & Rhemtulla, M. (2021). Power Analysis for Parameter Estimation in Structural Equation Modeling: A Discussion and Tutorial. Advances in Methods and Practices in Psychological Science, 4(1), 1–17. https://doi.org/10.1177/2515245920918253
Woodcock, N.A., Green, A., & Nestarkey, M.A. (2011). Social CRM as a business strategy. Journal of Data Base Marketing & Customer Strategy Management, 1(18),50-64.
Yerpude, S., & Singhal, T. (2018). Internet of things based customer relationship management: A research perspective. International Journal of Engineering & Technology, 7(2.7), 444-450.
Zhang, L., Wu, L., Huang, L., & Zhang, Y. (2021). Wield the power of omni-channel retailing strategy: a capability and supply chain resilience perspective. Journal of Strategic Marketing, 1-25.