Forthcoming articles


International Journal of Electronic Customer Relationship Management


These articles have been peer-reviewed and accepted for publication in IJECRM, but are pending final changes, are not yet published and may not appear here in their final order of publication until they are assigned to issues. Therefore, the content conforms to our standards but the presentation (e.g. typesetting and proof-reading) is not necessarily up to the Inderscience standard. Additionally, titles, authors, abstracts and keywords may change before publication. Articles will not be published until the final proofs are validated by their authors.


Forthcoming articles must be purchased for the purposes of research, teaching and private study only. These articles can be cited using the expression "in press". For example: Smith, J. (in press). Article Title. Journal Title.


Articles marked with this shopping trolley icon are available for purchase - click on the icon to send an email request to purchase.


Articles marked with this Open Access icon are freely available and openly accessible to all without any restriction except the ones stated in their respective CC licenses.


Register for our alerting service, which notifies you by email when new issues of IJECRM are published online.


We also offer RSS feeds which provide timely updates of tables of contents, newly published articles and calls for papers.


International Journal of Electronic Customer Relationship Management (4 papers in press)


Regular Issues


  • Online Consumer Trust Research and Maslows Hierarchy of Needs   Order a copy of this article
    by Antonina Bauman 
    Abstract: This study analyses trends in online trust research that reflect the online consumers' evaluation of website's trustworthiness and compares those trends to the Maslow's hierarchy of needs. Online trust research looks into how individuals establish trust in virtual reality in an attempt to build long-term customer relationships based on trust and loyalty. Maslows hierarchy of needs describes the process of self-actualization or realizing ones own potential for growth. It appears that researchers study different aspects of online trust in a certain pattern. This paper applies findings from the context of motivational psychology to the new area of application online trust in e-commerce by offering a parallel comparison between Maslows hierarchy of needs and trends in online trust research. It offers suggestions on how to apply a spiral cycle of research to managing online relationships.
    Keywords: online trust; consumer trust; research trends; Maslow’s hierarchy of needs.

  • Social Customer Relationship Management, Election, and Political Campaign   Order a copy of this article
    by Muhammad Anshari, Mohammad Nabil Almunawar 
    Abstract: Managing public interest and opinion are challenging tasks for political party in high intense political competition. Customer relationship management (CRM)s strategies provide an important source of tools and mechanism that politicians can utilize to manage and even engage them in political campaigning activities effectively. CRM with social media enabled has capacity to empower public to adopt a proactive role in political campaigns. This paper examines empirical evidence of the impact of CRM with social media enabled on the 2014 Indonesian presidential election by examining the candidates level of engagement via social media and their CRMs strategies. This study builds on recent reviews of social networks concerning Indonesian elections. The study portrays the significant of social media and its impacts towards political activities. We employed a meta-analysis that most importantly linked papers and articles. We developed the analysis into the proposed model based on their CRMs strategies.
    Keywords: Politics; social networks; CRM; Web 2.0; political campaign; Indonesia.

  • Modelling CRM Applications (CRMA) and its impact on Relationship Outcomes: A B2B relationship perspective   Order a copy of this article
    Abstract: Recently CRM has been a buzzword among scholars and practitioners and has been studied quite extensively from different perspectives and with variety of dimensions. It has been linked to a superior performance on one hand while as some evidence have revealed poor performance from CRM implementation and the question remains that in what way CRM may provide superior business performance? Through a conceptual framework, the current study postulates CRM Applications (CRMA) as a measure of CRM functionality. Further, the study examines possible positive link between the CRM functionality i.e., the extent and variety of CRM software applications used in an organization and the performance outcomes. The conceptual framework is tested using Structural Equation Modeling (SEM). Further, the implications for theory and practice are presented.
    Keywords: CRM Applications; SEM; B2B.

  • The Values of BI-Empowered Customer Service in Telecom   Order a copy of this article
    by Mohamed Al-Zadjali, Kamla Ali Al-Busaidi 
    Abstract: Business intelligence (BI) applications can support organizations operative and strategic decision making. This study aims to examine the values of BI application in customer service (in terms of call center and quality management) in the telecommunications sector. Limited studies have investigated the application of BI in customer service, which is very critical due to challenges in maintaining customers, especially in a highly competitive sector such as telecommunications. This study investigated employees perspectives in telecommunications companies. The study found that implementing BI in quality management adds significant value to business process effectiveness and efficiency, customer satisfaction, loyalty and retention, and technical values. In addition, implementing BI in call center adds significant value to customer retention, employee motivation and satisfaction, reduced costs and improved real-time analysis. Such results provide valuable insights about how telecom companies can invest in BI for customer service.
    Keywords: Customer service; BI; BI applications; Business intelligence; Telecommunications sector; Quantitative study; BI values.