| 1. |
- Keramati, Abbas, et al.
(författare)
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Customer relationship management activities in e-banking: the case of Iranian banks
- 2009
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Ingår i: International Journal of Electronic Customer Relationship Management. - 1750-0664 .- 1750-0672. ; 3:3, s. 207-235
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Tidskriftsartikel (refereegranskat)abstract
- The aim of this research is to investigate customer relationship management (CRM) activities in e-banking among Iranian banks. These banks are already adopting CRM and approaching it differently, and achieving different rates of success in terms of customer satisfaction and CRM. A comparative approach of their attitudes toward CRM, therefore, will reveal important insights. Following similar approaches researchers have employed in Europe, Pakistan, Malaysia, the UK and Ireland, we investigated the touch points and services that connect banks to their customers. According to these researches in other countries, we have developed a theoretical framework to investigate CRM activities in public and private Iranian banks by interviewing with qualitative approach case study. The main components of our research framework are: communicational/collaborative CRM, operational CRM and analytical CRM. We also consider the relationship among the components. This research will reveal Iranian banks' positioning with regard to their view, concept and the benefits of CRM, with a cross-case comparison between Iranian banks' CRM activities and also some conclusions for practitioners.
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| 2. |
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| 3. |
- Lagrosen, Stefan, 1960-, et al.
(författare)
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Future directions of marketing knowledge : proposing an enriching framework including self-actualisation marketing
- 2009
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Ingår i: International Journal of Electronic Customer Relationship Management. - Geneve : Inderscience Publishers. - 1750-0664 .- 1750-0672. ; 3:4, s. 327-343
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Tidskriftsartikel (refereegranskat)abstract
- This paper aims to review schools and frameworks of marketing knowledge in order to propose future directions of marketing knowledge. The authors also provide a brief retrospective view of the marketing discipline. Reflecting over the origin, evolution and current status, the authors have come to distinguish three cornerstones of marketing knowledge namely objective, process and subjective. On this basis, five potential steps in the development of marketing knowledge are identified. The paper draws attention to the areas: the entrance of marketers, the levels of marketing knowledge, the introduction of self-actualisation marketing, the effect of time and complexity on marketing knowledge, and the need for syntheses and generalisations of marketing knowledge. A framework for enriching the field of marketing with these five interrelated paths of development is proposed. Finally, it provides a model of proposition to future marketing knowledge.
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| 4. |
- Lee, Tzong Ru, et al.
(författare)
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An examination of the codes of ethics artifacts in top Taiwanese companies
- 2009
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Ingår i: International Journal of Electronic Customer Relationship Management. - Geneva : InderScience Publishers. - 1750-0664 .- 1750-0672. ; 3:1, s. 86-101
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Tidskriftsartikel (refereegranskat)abstract
- This study examines the use of codes of ethics artefacts among top companies in Taiwan. This research reports on the responses of those top Taiwanese companies that possessed a code of ethics. The empirical findings are compared to the findings of previous research. Top Taiwanese companies appear not to be drastically different from top companies in other countries in terms of the areas examined. Several similarities have been revealed. This study provides valuable insights into a previously unexplored corporate territory in terms of codes of ethics artefacts. Furthermore, it provides a seed and guidance for further research in other corporate cultures worldwide. Two parts of interest to business practices may be distinguished in terms of corporate codes of ethics artefacts, namely a regulatory one and one that supports staff. It also provides a valuable point of reference to previous research of corporate codes of ethics artefacts. Copyright © 2009 Inderscience Enterprises Ltd.
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| 5. |
- Sosa Varela, Juan Carlos, et al.
(författare)
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Constituents of Buyers’ Satisfaction in Puerto Rican Business Relationships
- 2012
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Ingår i: International Journal of Electronic Customer Relationship Management. - Olney, Bucks : InderScience Publishers. - 1750-0664 .- 1750-0672. ; 6:2, s. 193-215
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Tidskriftsartikel (refereegranskat)abstract
- The objective of this study is to examine how relational, transactional and resource-dependence relationship dimensions influence buyers' non-economic satisfaction in Puerto Rican buyer-supplier relationships. The initial sampling frame comprises the 500 largest companies in Puerto Rico based upon revenue across multiple industries. Key informants on the buyer side were interviewed, using a mailed questionnaire. The response rate was 11%. A three step regression approach was conducted to analyse the results. The results indicate a high explanatory power of the tested dimensions affecting buyers' satisfaction. The analysis yields support to the argument that trust, cooperation, continuity and formalisation relate positively, and opportunism negatively, to buyers' non-economic satisfaction in Puerto Rican business relationships. This study of the constituents of buyers' satisfaction makes a contribution to theory since it proposes important relationship dimensions and measurement instrument for the benefit of other researchers and practitioners in the field. Copyright © 2012 Inderscience Enterprises Ltd.
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| 6. |
- Svensson, Göran, 1961-, et al.
(författare)
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Cause related marketing – commercialism or altruism : Finding the balance?
- 2007
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Ingår i: International Journal of Electronic Customer Relationship Management. - Olney, Bucks : InderScience Publishers. - 1750-0664 .- 1750-0672. ; 1:3, s. 231-241
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Tidskriftsartikel (refereegranskat)abstract
- The objective of this paper is to describe a framework of questions that may provide guidance as to whether a company (i.e., a for-profit organisation) should engage in Cause Related Marketing (CRM) or not. CRM is an intriguing concept in which one finds a cause and intertwines one's marketing push to sell both the cause and one's products. The reality is that some companies do focus solely on the profit returns from socially responsible ventures and others do not, therefore, a framework of questions are provided that may guide companies as to whether to pursue a CRM relationship with a non-profit organisation (i.e., the cause).
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| 7. |
- Svensson, Göran, 1961-
(författare)
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Myopia- and blinkers-syndromes in academic journals in the marketing discipline – is it academic imperialism?
- 2009
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Ingår i: International Journal of Electronic Customer Relationship Management. - Olney : InderScience Publishers. - 1750-0664 .- 1750-0672. ; 3:1, s. 1-17
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Tidskriftsartikel (refereegranskat)abstract
- Academic journals in marketing have today become important to the scholarly communities worldwide and discussions on these journals have been commonplace in marketing literature for a considerable number of years. The actual content is often omitted when academic journals in the marketing discipline are discussed in literature and elsewhere in academia. Therefore, the objective of this paper is to discuss the content of top academic journals in the marketing discipline. The illustrative and underlying samples used as a frame of reference in the approach undertaken are restricted to six academic journals in marketing, which were selected to represent the 'top' publication outlets in the marketing discipline. Furthermore, the concepts of myopia- and blinker-syndromes are introduced and challenging concerns and reflections are raised. The structure and interfaces of top academic journals in the marketing discipline are also discussed. Debatable questions and answers are provided. Copyright © 2009 Inderscience Enterprises Ltd.
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| 8. |
- Larsson, U., et al.
(författare)
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Customer communication in distance shopping : How to reveal complexities through socio-pragmatic conversation analysis
- 2009
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Ingår i: International Journal of Electronic Customer Relationship Management. - 1750-0664. ; 3:3, s. 236-263
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Tidskriftsartikel (refereegranskat)abstract
- In order to find the most appropriate fit between media to use and density of interaction in distance shopping, a thorough analysis of customer communication is needed. In this paper, the authors present two examples of such in-depth analysis (e-mail and telephone conversations). These analyses are based on a socio-pragmatic communication framework. The result uncovers deep complexities in the communication process between employees of distance selling companies and their customers. This complexity includes a number of different areas, such as the change of topicalisation of a conversation and context-dependence. The analysis of these customer conversations has also been translated into possible recommendations for customer communication.
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