Service Customer Relationship Management Research Articles

미용실 고객관계관리(CRM)가 관계품질과 관계성과에 미치는 영향

In the modern times, beauty industry environments have rapidly changed. As customer needs and expectations become more diverse, beauty salons have also made a lot of efforts to provide upgraded customer relationship management (CRM) services and build a solid long-term relationship. Under these circumstances, this study attempted to investigate the influence of CRM on relationship quality and relationship performances in beauty salons and make a contribution to the growth of beauty industry with such diverse CRM services. For this, an offline self-administered questionnaire survey was performed against adult men and women in their 20s or older, who visited a beauty salon before from October 11 to 30, 2023 (20 days). A total of 330 copies were used for final analysis, and the collected data were analyzed, using SPSS 22.0. For analysis of general characteristics, frequency analysis was conducted. Concerning the validity and reliability of CRM, relationship quality and relationship performances, factor analysis and reliability analysis were carried out. To examine the effects of CRM on relationship quality and relationship performances, regression analysis was performed, and the results found the followings. In CRM factors, ‘introduction factor’ and ‘operating factor’ had a positive influence on relationship quality and relationship performances with statistical significance. It is anticipated that the above results would be available in searching new competitive beauty services or diverse customer management techniques and building an environment for high-quality customer relationship services, making a contribution to the growth and prosperity of beauty industry.

Leveraging Creative Intelligence for Sustainable Customer Relationship Management (CRM) Solutions: Conceptual paper

The study aims to identify critical dimensions of employee creative intelligence and AI CRM systems and explore their impact on service quality and customer satisfaction in customer relationship management (CRM). The advancement of technology and the potential of artificial intelligence (AI) increase customer expectations regarding service delivery. The conceptual framework illustrates that creative intelligence and AI-generated systems significantly impact service quality and customer satisfaction. The findings will help organisations implement CRM service delivery projects by providing employees with the appropriate skills and competencies. The appropriateness of the system is vital towards CRM solutions.

A Review Study on Foodtech Industry and Its Impact on Restaurant Business

The entertainment, food, travel and hospitality industry has seen several disruptive changes over the few years. Foodtech industry has seen a rapid yet constant growth over the past few years as a result of technology advancement and fast lifestyles of the modern consumer. Earlier, the concept of ‘eating out’ was confined to the upper middle class and the upper-class categories of consumers belonging to the metro cities. Eating from out was a phenomenon associated with holidays, Sundays and special occasions. However, the scenario soon changed, with customers preferring to eat food from ‘outside’ regularly, more so out of convenience and awareness. With India being a relatively young country, the youth of today are highly aware of multifarious cuisines and types of food due to the social media boom and easy access to speciality restaurants serving such food. Furthermore, technology has led to springing up of foodtech apps like Swiggy and Zomato which enable ordering food from within the confines of the home or office without having to move out. Several literatures highlight the determinants of consumer adoption of online platforms for food ordering such as ease of use, convenience, door to door deliver, discounts and offers and variety of restaurants. Moreover, these applications have made the consumer experience more effective by providing a highly responsive customer relationship management services and real time handling of customer requirements. The current study focusses on consolidating several literatures on the status of online food services in India and their effects on restaurant business. The study also has provided suggestions to restaurants to optimise their business using these apps.

CRM Capability and Service Innovation in Healthcare: Evidence from India

This study aims to investigate the constituents of customer relationship management (CRM) capability that allows to exhibit customer service flexibility (CSF) and affects innovation in healthcare. In doing so, it qualitatively develops and identify the dimensions of CRM capability through a case study in a public healthcare setting in India and provides a framework of CRM, CSF, and service innovation. The findings of the study suggest that CSF is a mediating mechanism between CRM capability and service innovation which is long ignored in the healthcare literature. The study contributes to theory and practice-oriented knowledge on how the CRM capabilities can improve the public healthcare and facilitates key strategies for flexible deliveries and innovative services.

An e-commerce logistics service customer relationship management system based on RFM model

An e-commerce logistics service customer relationship management system based on RFM model

Artificial intelligence (AI)-enabled CRM capability in healthcare: The impact on service innovation

Although AI-enabled customer relationship management (CRM) systems have gained momentum in healthcare to enhance performance, there is a striking dearth of knowledge on how such capabilities are formed and affect service innovation. The study adopted a mixed-method approach to investigate the underlying phenomena. This research infused resource-based theory, dynamic capability theory, and theory of productivity paradox to investigate how healthcare in India acquires AI-enabled CRM capabilities and enhances service innovation. We identified the facets of AI-enabled CRM capabilities using a case study and developed a framework for AI-enabled CRM capability and service innovation. This study noticed that customer service flexibility (CSF) is a missing link in this relationship. The findings of the quantitative study employing PLS-SEM reveal the linear relationships between AI-enabled CRM capability, CSF, and service innovation. This study explains the formation of AI-enabled CRM capabilities to fill the research gap and direct innovative performance in healthcare, which is an immediate need to sustain in a volatile environment. This study provides theoretical implications to enhance the research stream and practical implications for decision-makers.

HUBUNGAN KUALITAS PELAYANAN KELUHAN DENGAN KEPUASAN PELANGGAN

This study aims to identify the relationship between service quality complaints with customer satisfaction in the Bogor branch Transvision, to identify customer characteristics, and identify the relationship between variable customer characteristics with customer satisfaction in the Bogor branch Transvision.This research was conducted at Transvision Bogor branch in March 2017. Samples taken were 76 customers. The sampling technique is using probability sampling. Data sources used include primary data such as questionnaires, interviews, and observations, and secondary data, such as books, official sites related to research. Data analysis techniques used descriptive statistical analysis and non-parametric statistical analysis. Correlation test using the Chi-Square formula and Spearman Rank with validity test using the Pearson product moment formula. Analysis X1 regarding customer characteristics, variable X2 regarding the quality of Customer Relationship Management services, and the last variable Y1 is customer satisfaction in Bogor branch Transvision. The results of the correlation between customer characteristics X1 and customer satisfaction Y1 at Transvision Bogor branch get a low correlation value, which means that there is no relationship between the two variables X1 and Y1. While the value of the correlation between the quality of service X2 with the number of customers in Transvision Bogor branch Y1 get a high correlation value means that there is a relationship between the two variables X2 with Y1. Keywords: Service Quality, Service Satisfaction, Transvision

KEY FACTORS AFFECTING CUSTOMER RELATIONSHIP MANAGEMENT IN REAL ESTATE SECTOR: A CASE STUDY OF NATIONAL CAPITAL REGION (NCR)

The purpose of this research is to examine the important key factors affecting the customer relationship management in the real estate sector. The sample is consisted of those respondents, who bought a house or flat in the last two-year or planning to buy in the upcoming years. Questionnaires have been used as a primary source of data collection. The collected data have been analysed with the help of MS Excel and SPSS V23. The four factors such as 'communication facilitations', 'basic amenities facilitations', 'service and support facilitations' and 'deliverables facilitations' is identified and discussed as a key factor affecting the customer relationship management (CRM). Out of these four factors, 'basic amenities facilitations' (7.111% of variance and eigenvalue of 2.844) is considered as most important key factors. The finding reveals that the real estate marketers should give the importance of the factors of customer relationship management while planning of CRM service for real estate sector.

Exploring Relationship Quality of User's Cloud Service

The purpose of this article is to develop a research model examining the effects on relationship quality of a cloud service and to investigate the continuance intention of SaaS CRM (Software as a Service Customer Relationship Management) based on SaaS cloud service quality of service (SaaS-Qual) model. As basis theories, the study adopted service quality of SaaS and a post-acceptance model of IS continuance. The study also adds a relationship of quality as a moderate variance to validate the feasibility of cloud service. An online survey and a paper-questionnaire were used to collect data, and most respondents were experienced with using SaaS service for CRM for at least one year. The research causal model was validated by using SEM, and all eight study hypotheses were supported. These results indicate that relationship quality played an important role in influencing users' satisfaction and trust of SaaS's CRM service. High SaaS service quality could also increase users' intention to use cloud service continuously. SaaS CRM service providers should focus on enhancing relationship quality through motivational cloud service needs and SaaS CRM service features to increase user satisfaction and enhance levels of trust to promote continued use of SaaS service on the internet. This study contributes to a theoretical understanding of how relationship quality and cloud service can affect continuance intention.

An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty: The case of five star hotels

Customer’s loyalty seems to have received a lot of attention from scholars. This research began by describing customer relationship management (CRM) quality and service quality. The meditational model that links CRM quality and service quality with customer loyalty through customer satisfaction is proposed. Appropriate steps are identified and surveys conducted among 1,825 hotel customers using simple random sampling techniques. 773 questionnaires were returned with a response rate of around 42.3 percent, 46 questionnaires were deemed unusable because of the large amount of missing data so that 309 analysis units could be used. The results show that customer satisfaction plays a mediating role in the effect of CRM quality and service quality on customer loyalty. The implications are discussed, the limitations of the study are noted and the possible fields for further research are shown.

CRM Sales Prediction Using Continuous Time-Evolving Classification

Customer Relationship Management (CRM) systems play an important role in helping companies identify and keep sales and service prospects. CRM service providers offer a range of tools and techniques that will help find, sell to and keep customers. To be effective, CRM users usually require extensive training. Predictive CRM using machine learning expands the capabilities of traditional CRM through the provision of predictive insights for CRM users by combining internal and external data. In this paper, we will explore a novel idea of computationally learning salesmanship, its patterns and success factors to drive industry intuitions for a more predictable road to a vehicle sale. The newly discovered patterns and insights are used to act as a virtual guide or trainer for the general CRM user population.

Service, People and Customer Orientation: A Capability View to CRM and Sustainable Competitive Advantage

In today’s highly competitive business environment enterprises are continuously striving to achieve a sustainable advantage. This sustainable advantage can be accomplished only when the enterprise is realizes a value-creating strategy, simultaneously not being implemented by any current or potential competitor(s) and when other firms are unable to replicate the benefits of this strategy. A very little literature is available that investigates the relationship among customer relationship management (CRM) capability variables and sustainable competitive advantage (SCA). In this backdrop, the article tries to analyse the role of CRM capability towards the goal of SCA. It identifies three CRM capability factors, that is, service capability, personnel capability and customer orientation and examines their effect on SCA. Structural equation modelling (SEM) has been used on a sample of 204 respondents who were selected randomly from the population of bank employees. The data have been collected from the bank employees through a structured questionnaire. The findings of the study reveal that CRM capability (having three domains—service capability, personnel capability and customer orientation) has a significantly positive impact on the SCA. This article contributes to the theory by examining CRM capability variables and tries to determine their impact on SCA in the banking sector, as CRM is now becoming strategically crucial in the banking industry.

Maru Batting Center: Customer Lifetime Value

This exercise is one in a series intended to help students learn how to perform financial calculations in marketing contexts.Maru Keitou, a decorated former collegiate softball player with a PhD from Oxford University, ran Maru Batting Center in the Roppongi district of Tokyo's Minato ward. She had a deep knowledge of the game and of her customers, but she lacked a marketing background. She had recently signed up for a hosted customer relationship management service that would allow her to track the cost of acquiring and serving each of her four main customer segments. Using this data, she could determine which segments to target in the upcoming year.The exercise describes the use of calculations of customer acquisition cost, retention rates, and customer lifetime value in picking between market segments and various options for activities to acquire customers.Maru Keitou, a decorated former collegiate softball player with a PhD from Oxford University, ran Maru Batting Center in the Roppongi district of Tokyo's Minato ward. She had a deep knowledge of the game and of her customers, but she lacked a marketing background. She had recently signed up for a hosted customer relationship management service that would allow her to track the cost of acquiring and serving each of her four main customer segments. Using this data, she could determine which segments to target in the upcoming year.The exercise describes the use of calculations of customer acquisition cost, retention rates, and customer lifetime value in picking between market segments and various options for activities to acquire customers.After completing the exercise, students should be able to: Calculate customer acquisition cost Determine customer break-even Calculate and explain customer lifetime value

Enhancing market service and enterprise operations through a large-scale GIS-based distribution system

We develop a large-scale service information system integrating market analysis, customer relationship management (CRM), and distribution service optimization. The system is based on geographical information systems (GIS), and the goals include reducing the distribution cost, increasing the efficiency, satisfying customer demand, and improving service quality. We discuss in detail the design of the model and the implementation of the system. The main contributions of this work are: (1) proposing a new workload evaluation method based on statistical analysis of the large data set. The workload measure is based on GIS and enterprise databases, which address the workload imbalance issue in distribution; (2) implementing an optimal distribution model to serve nearly a hundred thousand retailers. The model contains two stages and uses a Cluster-First-Route-Second approach. In the clustering stage, we improve the K-means method; while at the routing stage, we design a hybrid heuristic algorithm for GIS data by employing the genetic algorithm and simulated annealing techniques; and (3) integrating market analysis, CRM, and distribution service optimization to improve market service and enterprise operations.

A Decision Frameworkon Small and Medium Enterprises to Adopt Cloud Software as a Service

Software as a service (SaaS)is the future trend in software services. However, only a few successful SaaS providerscurrently exist. This study investigated how Taiwanese small and medium enterprises (SMEs) can utilize SaaS, giveSaaSprovidersbusiness strategy references, and supply a basis for information system operators to transfer service mode in order to innovate the provision of SaaS. The study is based on survey results obtained from 474 SMEs for a telecom company in Taiwan to determine the reasons SMEs utilizeSaaS. Taking the technology acceptance model (TAM) as the fundamental theoretical foundation, we explored the perceived usefulness, perceived ease of use, and SaaS system features as external variables. In addition, we analyzed each system characteristic on the Likert scale and found that, in addition to the necessary consideration for cost and convenience, SaaS also provides information and communication technology applications in system characteristics,which are including online sharing services, customer relationship management services, and business operation and orders purchasing services. The fact that SMEs wish to utilize SaaS has a positive and direct impact on business.

치과의 고객관계관리 활동과 고객의 관계몰입

The purpose of this study was to examine customer relationship management service provided for customers of dental clinics and their relationship commitment in an effort to offer some information on customer relationship management by dental clinics. The subjects in this study were 206 adult residents in North Jeolla Province, on whom a self-administered survey was conducted. Customer relationship management service, satisfaction with customer relationship management service and relationship commitment were linked to one another, and the variables that affected relationship commitment were differentiated management and satisfaction with relationship management. Given the findings of the study, more research efforts should be directed into the customer relationship management of dental clinics to improve the effectiveness of it.

Contemporary challenges in CRM technology adoption: a multichannel view

The importance of multichannel Customer Relationship Management (CRM) is gaining interest due to the increasing demands of customer and their changing preferences. The challenges also have changed due to the technological developments. This study was conducted to identify the technological challenges influencing CRM adoption in multichannel environment. It mainly identifies the contemporary challenges of multichannel CRM implementation. In–depth case analysis and interviews of implementation experts were used in analysing the implementation of a leading financial services organisation. The study found that the key issues impacting multichannel CRM implementation fall into two categories: classical and contemporary challenges. The challenges kept in classical category are those which exist from the initial stage of CRM adoption and when left unattended, affect the further addition of channels for CRM purposes. The contemporary challenges are reflected primarily when there are multiple channels provided to the customers for various services. The findings of this study would assist the formulations of a road map for pre–preparation, selection and adoption of technological solutions for extending CRM services on multiple channels.

P107 Developing A Customised Web-Based Data Extraction Tool Using An Existing Customer Relationship Service: Thinking Outside The Box

BackgroundStandardised duplicate data extraction and tabulation can be challenging for organisations that develop multiple guidelines involving multiple and remote systematic review teams simultaneously.ObjectivesTo develop a web-based tool for facilitating duplicate...

Comparison of customer relationship management systems perceptions among container shipping companies in Vietnam and Taiwan

The goal of this study is to compare perceptions of customer relationship management (CRM) among Vietnamese and Taiwanese maritime transport service providers, and specifically container shipping companies. The study uses the t-test and factor analysis to analyze major differences in CRM usage between the shipping industries in Vietnam and Taiwan, and determines the perceived importance of CRM services employing Importance Performance Analysis. The study finds that perceptions of CRM are clearly different in the two countries due to their divergent socioeconomic backgrounds. Significant differences between the application of CRM by the shipping industries in the two countries existed in connection with four major factors (e-commerce marketing, interactive marketing, contact marketing, and customer service marketing). It is concluded that shipping companies should improve their computerized CRM systems in order to collect and analyze valuable marketing data from their customers, which will enable sales personnel and customer service staff to make appropriate decisions, improves service quality, and create greater value for customers in the highly competitive maritime transport business.

Do Mobile CRM Services Appeal to Loyalty Program Customers?

Not until very recently has mobile phone technology become sophisticated enough to allow more complex customized programs, which enable companies to offer new services to customers as part of customer relationship management (CRM) programs. In order to enhance customer rela-tionships and to be adopted by customers, new mobile services need to be perceived as valuable additions to existing services. The purpose of this study was to investigate the appeal of new mobile CRM services to airline customers. An empirical study was conducted among loyalty program customers (frequent flyers) of an airline that was considering using MIDlet applica-tions in order to add new mobile services to enhance customer relationships. The results show that customers do not yet seem to be ready to fully embrace new mobile applications. Although the services appeared to slightly improve customers’ image of the airline, the services did not seem to enhance their loyalty towards it. However, customers who already used sophisticated mobile services, such as the Mobile Internet, had a significantly more positive attitude towards the proposed services. Thus the success of mobile CRM seems closely linked with customers’ readiness to use existing mobile services. Before engaging in costly new investments, companies need to take this factor into serious consideration.