Relationship Management Practices Research Articles

Customer Relationship Management Practices in Public Health Sector of Nigeria: Nuances from a Single Teaching Hospital

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Estimating the Volatility of Market Risk of Viet Nam Telecom and Education Industry after the Low Inflation Period 2015-2017

The last decade has seen the emergence of Customer Relationship Management (CRM) as a technique to underpin organizational performance improvement in improving customer retention, customer satisfaction and customer value. However, despite many studies conducted on customer relationship management in various industries in the past 20 years, there is still significant disagreement about its definition and meaning, and the framework for the effective implementation and evaluation of customer relationship management practice. Moreover, there is a lack of systematic empirical evidence regarding the success factors for the CRM performance. Objective: To address these issues, this study examines the influence of top management and customer orientation on CRM performance. Results: In this quantitative study, a total of 133 Jordanian hotels participated in this study by voluntarily completing the survey questionnaire, constituting an overall 66% response rate. From the analysis undertaken, it was found that Top Management significantly influence CRM performance But. this research found insignificant relationship between customer orientation and CRM performance Conclusion: The results suggest that hotels should have processes to maintain, analyze, and integrate customer information. Theoretical and managerial implications of these findings are discussed.

Linkage of Employee Motivation and Employee Performance – Empirical Evidence on Employee Relationship Management Practices

Linkage of Employee Motivation and Employee Performance – Empirical Evidence on Employee Relationship Management Practices

The Role of Information Technology and Customer Relationship Management Practices in Egyptian Hotels— A Descriptive Study in Sharm El Sheikh Hotels

Information technology plays a significant role in the practice of customer relationship management (CRM) in hotels, such as helping to achieve profitability through operational excellence, lower costs, and valuing the customer's time. This research aims to examine the influence of information technology and customer relationship management practices on the performance of hotels in Egypt a case of Sharm El Sheikh hotels. To achieve these objectives, two questionnaires were designed to collect respondent's answers. It is recommended to hotels to enhance CRM practices to increase hotel performance and improve information technology to match customer orientation and CRM practices challenges and therefore making Sharm El Sheikh hotels more competitive in the global hotel industry

Collaborative mechanisms for sustainability-oriented supply chain initiatives: state of the art, role assessment and research opportunities

Whether from government policies, customer expectations or personal beliefs, there is increasing pressure on firms and their supply chains to adopt sustainable practices. Manufacturing companies are particularly targeted, for example, to reduce CO2 emissions, offer sustainable products, etc. Research in this field has significantly increased in recent years. Most research states the importance of collaboration with upstream and downstream entities as a critical success factor when aiming for a sustainable supply chain and proposes various collaborative mechanisms (CMs) to enable firms in the implementation of a sustainability-oriented initiative. The goal of this paper is to investigate the role of collaboration in these initiatives and explore the proposed CMs via a systematic literature review method. A total of 404 articles were reviewed and the multitude of CMs proposed in the literature were classified into seven categories: relationship management, contractual and economic practices, joint practices, technological and information sharing practices, governance practices, assessment practices, and supply chain design. This systematic mapping of the field provides an in-depth view of the current state of research as well as research gaps. It also intends to help practitioners by highlighting the role played by these mechanisms in four phases of sustainable supply chain deployment.

Impact of Strategic Sourcing on Firm Performance

Increasing globalisation has moved the sourcing function from a domestic, operational function to a more strategic border less activity which is recognised as a key part of the firm’s product offering. This study evaluates the strategic sourcing process and measures its impact on the performance of a firm. Empirical evidence is provided from top firms in Ghana’s Oil and Gas Industry. A sample of 80 respondents purposively selected from the procurement and supply chain section of the company’s various plants of operation is used in the study. Data was gathered using a structured questionnaire and analysed statistically with both descriptive and inferential techniques. The study found evidence of employee learning, performance, planning and supplier relational-processes as strategic sourcing practices. O overall, there exist a positive and significant relationship between strategic sourcing and firm productivity. The details reveal that employee leaning, performance, and planning had significant effect on firm productivity . However, there was no support for relational processes. The study proposes that supplier relationship management practices must take centre stage in organisational decision making. Firms must move beyond transactional, adhoc supplier relationships towards more participative, long term partnerships aimed at creating shared values between the buyer and the vendor.

Measuring Performance towards Customer Relationship Management Practices in Indian Banking Sector: Study of Conceptual Theories and Focus on Developing CRM Model

The intensive competition between retail banks in India and all the banks realized the needs for protecting existing customer base. Maintaining customer relation and build a loyalty has become a business strategy, and banks also realize that customer lifetime value identifies the value of a long-term relationship. This study mainly focused on types of CRM practices deployed in Indian banking sector and the changes needed with evaluation and cut throat competition. It helps to increase the ability to serves customer better and to improve the marketing productivity. It will also help to understand the effectiveness of CRM practices adopted by the various banks. With the theoretical and conceptual background of Customer Relation Management, the present study intends to focus on customers‟ perception towards performance on CRM practices by Indian commercial banks including Public, and Private Sector Banks. There are some research gaps exist in measuring the CRM effectiveness in past; and with special reference to its modern applications in banking organization in present. Many studies done on multiple aspects but dynamic aspects of CRM practices make it older. This research study aims to measure customer perception towards CRM practices apply by various Indian commercial banks, A broad comparison is also attempted between the CRM practices of India‟s top 3 Public Sector Banks and India‟s top 3 Private sector banks. So that here researcher tries to evaluate different models and relationship between different service parameters of CRM

Evaluating Customers Relationship Management practices. As applied to some of Egyptian Restaurants

The aim of this study was to evaluate the Customer Relationship Management practices by determining its effect on the performance through a sample of study on some Egyptian restaurants, (43). The questionnaire was adopted for the collection of data. Various statistical methods were used (SPSS. No 2). Hypotheses were tested using simple and multiple regressions, averages, and standard deviations. The results showed that the level of CRM practice was high in most dimensions (customer orientation, CRM organization, customer knowledge management, technology based CRM). The performance level was also high. The study revealed the presence of statistically significant relationship (α ≤ 0.05) between (CRM) and the performance of some restaurants. The most important recommendations of this study were Customer needs should be given top priority in restaurant strategies; it is essential to implement CRM practices in all the dimensions

The effects of distributor relationship commitment and relationship exploration on opportunism: The moderating roles of exchange uncertainties and network factors

Channel management entails both the evaluating of incumbent business partners and simultaneously seeking potential new partners. In supplier–distributor exchanges, distributors can explore alternative suppliers while still committing to incumbent suppliers. While the current literature has demonstrated the importance of relationship commitment, the consequences of relationship exploration and whether that exploration is harmful to any incumbent relationships remain unclear. Drawing from relational governance and social network theories, this study thus examines how distributor dual relationship strategies of commitment and exploration influence their opportunistic behavior. The findings from a survey of 328 distributor firms indicate that relationship commitment leads to reduced opportunism; yet relationship exploration exerts no significant main effect on opportunism. More interestingly, these effects are subject to two types of uncertainty and two characteristics of distributor network wherein the focal exchange relationship resides. Specifically, behavioral uncertainty—an internal source of uncertainty—aggravates the opportunism that arises from both strategies, whereas, environmental uncertainty—an external source of uncertainty—alleviates both these effects. The distributor's network density weakens the effect of relationship commitment on opportunism, but network centrality strengthens this effect. By contrasting relationship commitment with relationship exploration under multiple moderating conditions, this study advances the extant channel relationship management literature and practice.

“It’s a delicate dance”: understanding CSR relationships from the nonprofit perspective

Purpose The purpose of this paper is to examine corporate social responsibility (CSR) partnerships from the often-overlooked perspective of nonprofit beneficiaries, situated in the rapidly evolving higher education funding environment. Design/methodology/approach In-depth interviews with corporate relations officers from public research universities across the USA were conducted. Qualitative coding procedures from Lindlof and Taylor (2019) were employed to analyze transcript data. Findings Three main factors have contributed to a rapidly evolving climate for corporate partnerships: CSR partnerships help universities build their reputations rather than endowments; feature new preferences in communication-based stewardship practices; and raise questions about university autonomy and authority. Research limitations/implications New interpretations of interdependent relationships and stewardship may be needed to explain new corporate funding models, while threats to nonprofit organizational authority and autonomy may be growing. Practical implications Nonprofit practitioners may better understand how to position their organizations as more attractive to corporations while learning how to advocate for mutual benefits. They may also benefit from a new understanding of corporate stewardship. Originality/value While previous research has documented detrimental effects to nonprofits in CSR partnerships, higher education fundraisers in this study detail their struggles with new models of measuring success, new expectations for stewarding corporate partners and perceived threats to autonomy. Their voices add to a fuller understanding of rapidly evolving relationship management practices in higher education.

Application of Customer Relationship Management Practices in the Industrial Process

The focus of research is to discuss customer relationship management practice and their effect on customer satisfaction. Today, business organizations are living in a highly competitive world, and for any bank to know its customers because they are the cornerstones on which business is based. Study observed the research problem as competition among bank has changed the way of conducting with consumers. Customers nowadays became more sophisticated and started seeking best providers. Furthermore, banks face huge request in satisfying large amount of customers as the number of orders and customers increase day after day. Research objectives formulated are: to know the importance of CRM in industrial practice, to measure the level of customer satisfaction, to assess the relationship in between CRM and customer satisfaction. Methodology says that The Population which is collects from Kurdistan International Bank in Erbil, at Kurdistan region from Iraq. The research data is collected by developing questionnaire, the research is of quantitative method which tends to address the numerical data and statistics rather than the quality of data. The use of management expertise to provide advice on conducting marketing research on the surrounding environment and how to exploit opportunities and meet the challenges that the responses showed a lack of such research. Review the customer relationship management program periodically during the year to determine its performance. Keywords: Customer relationship management, CRM, management, satisfaction, DOI : 10.7176/JMCR/56-02 Publication date :May 31 st 2019

A Review on Customer Relationship Management Practices of Selected Private Banks in Kolhapur City

A Review on Customer Relationship Management Practices of Selected Private Banks in Kolhapur City

Customer Relationship Management Practices: What Effect of Culture in the B to B Agri-Food Context?

The present research aims to investigate Customer Relationship Management practices in the Business to Business context and in particular in relationships between producers and distributors. A qualitative study was carried out in Moroccan agri-food companies to explain influence of culture on CRM practices in this context.The results of this study suggest the importance of relationships practices in agri-food loyalty strategies. However, to maintain distributors’ loyalty, agri-food companies neglected the role of dependence. This result is justified by culture in the agri-food context of the Souss Massa region in Morocco. Keywords: Agri-food, B to B relationships, CRM, culture, dependence. DOI : 10.7176/EJBM/11-8-08 Publication date :March 31 st 2019

Customer Relationship Management and Customer Retention

Customer Relationship Management (CRM) practices are business strategies designed to reduce costs and increase profitability by solidifying customer loyalty. With intense competition among insurance companies in Ghana, this study sought to assess Customer Relationship Management practices and Customer Retention in NSIA Insurance. The study was conducted to identify critical factors necessary for customer retention in carrying out customer relationship management practices in the selected insurance company and to develop effective customer relationship management practices to manage customer retention for sustainability within the insurance industry using NSIA Insurance as a case study. Well structured questionnaires and face-to-face interview were the methods adopted for the investigation of the study. A sample size of 40 respondents was considered, they were made up of customers and the staff who are fully involved in customer relationship management of the insurance company. Data collected from the completed questionnaires and the interviews were grouped into frequency tables and expressed in percentages. The researcher relied on the SPSS in interpreting the collected data. The study shows that even though NSIA insurance has policies on customer relationship management practices, these policies are not carried out fully to accomplish the ultimate goal of customer retention. The study recommends that for the insurance company to command an adequate number of loyal customers, NSIA Insurance should consistently improve on its quality of service to address the preference of the customers and consider the five service quality constructs of reliability, assurance, tangibility, empathy and responsiveness.

Aligning 4C Strategy with Social Network Applications for CRM Performance

This article describes how in recent years, enterprises have increasingly adopted social technologies to support customer relationship management (CRM) practices. To increase CRM performance, enterprises have had to develop appropriate social CRM strategies in emerging social network applications. This article investigates the alignment between social network applications and the “4C strategy” as a social CRM strategy in organizations. It intends to understand how alignment influences CRM performance. A total of 225 Taiwanese companies, which have adopted Facebook to interact with customers, were surveyed. According to the results, alignment between the 4C strategy and social network applications has a positive and significant impact on CRM performance. The results also suggest that organizations require a high-level integration of social network applications with the 4C strategy to achieve high CRM performance.

Customer Relationship Management Practices in Banking: A Comapartive Study of SBI and ICICI Bank

CRM is one of the emerging business strategies in present scenario that directly effects the growth and profitability of banking sector. It is a customer centric strategy that deals and goes around with the customers. It enables the banking sector to identify their most profitable customers and targeting them to achieve a long term profitable and mutual beneficial relationship with the customers. In Indian banking sector, Customer Relationship Management is still under developing stage. The CRM practices have been implemented in many banks but on a limited scale. In this paper an attempt has been made to figure out the CRM practices in SBI and ICIC bank in Western UP area by concluding some questionnaires from the customers of the respective banks.

Customer relationship management practices and their impact over customer purchase decisions: A study on the selected private sector banks housing finance schemes

This paper is aimed to understand the customer relationship management practices followed by the private sector banks in India. In the existing excessive competition, how the banks are surviving with the implementation of CRM practices to retain the existing customers and to attract the new customers. Review of literature facilitated to understand the current CRM trends of private banks, hence the researcher found that the factors such as inter-personal communication, accessibility, convenience and customer experience are the considerable factors of effective CRM practices and the author attempted to test the impact of concerned independent variables impact over the intention to attain the housing finance in the private banks. Further it has been tested the impact of intention to attain the housing finance to take a purchase decision of housing finance. There are 575 samples drawn from the different private sector banks in the state of Andhra Pradesh. The data is analyzed by using simple linear regression analysis. The results evidenced for the existence of CRM practices in the private sector banks and necessary recommendations are provided to the banking sector with this study.

A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN BANKING SECTOR

Customers play a predominant role in service marketing. Financial services produce a challenging sector and bear professional skill in designing product/services. Out of other financial service, banking is oldest and important financial service sector. Customer Relationship Management (CRM) has a massive influence in service sector, to win and hold customers for long term efficiency. In the early half of 90s, the relationship marketing idea was formally introduced into the service marketing field. Banks found it more beneficial to hold and reward the existing customers as opposed to pursuing new customers. The essence of CRM is to make customers and hold them. Therefore, incurrent situations banks mainly focus on satisfaction of the customers which indicates that the customer is delighted and satisfied by using the service. Hence the researcher made an attempt in this study to analyze the level of satisfaction on customer relationship management practices in the selected private sector banks. Customer Relationship Management (CRM) is major concern among the service providers especially the banks, if there is lack of understanding. Banks manages their relationships with the customers in their own way. However, the customers’ perception on CRM practices among banks should also be taken into consideration. The activity of CRM must attend the needs of customers as priority without delay in time; the banks can create a customer data base and make more awareness to customers significantly. Hence the CRM concept may be focused so that the customers are treated as first priority or royally in banking services. Thus, the banks need to focus in improvement of the customer satisfaction in utilizing various modern banking services and should provide more friendly services to customers that make the modern banking activity a pleasure experience for the customer to use.

The Influence of Service Innovation Capability for Self‐Service Technology Investment

AbstractThe purpose of this paper is to predict self‐service technology (SST) investment from the extents of service innovation capability (SIC) and electronic customer relationship management (e‐CRM) practices. This study proposes a theoretical framework that delineates the relationships among SIC, e‐CRM practices, and SST investment. The results indicate that SIC has positive impacts on e‐CRM practices, which in turn are positively related to SST investment. Moreover, e‐CRM practices have partial mediating effects on the relationships between SIC and SST investment as well as have partial moderating effects on the relationships between SIC and SST investment. © 2018 ASAC. Published by John Wiley & Sons, Ltd.

Customer Relationship Management and Marketing Effectiveness

This article examines a comparative consumer study into the influence of firms’ customer relationship management (CRM) practices on their marketing effectiveness (ME) in the Nigeria and UK mobile telecommunications (MT) sectors. The qualitative multi-methods (focus groups [FGs] and secondary documents) were employed for data collection. The study involved six consumer FGs, three in Port Harcourt, Nigeria, and three in Huddersfield, UK. The author employed thematic and content analysis techniques to analyse the study data using NVivo 10 software. As per Nigerian study, it was revealed that firms’ CRM practices were not customer-friendly and had negative impacts on their ME, and these were motivated by external factors. Six themes showed support for improving consumers’ experiences. The UK study revealed that firms’ CRM practices were consumer-friendly and had positive influence on their ME and these were motivated by internal factors. Seven themes found support for continuously service improvement. The study contributes to institutional theory and consumer utility theory.