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 Articles will not be published until the final proofs are validated by their authors.


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International Journal of Electronic Customer Relationship Management (2 papers in press)


Regular Issues


  • Exploring the Factors Influencing Smartphone Applications Usage: A Mixed Method Study   Order a copy of this article
    by Somayeh Zamani, Ali Kazemi, Arash Shahin, Narges Keshtiaray 
    Abstract: The aim of this study is to investigate the reasons behind different compositions of Smartphone applications chosen to be used by Smartphone users. In other words, this research is designed to unveil why different users utilize different portfolios of Smartphone applications. For this purpose, a semi grounded theory (GT) approach has been carried out. After the emergence of the core category, more observations and informal interviews have been organized for the sake of saturating the categories and their relationships. Then, Structural equation modeling has been used to test the relationships among categories using AMOS software. Findings indicate that the four constructs emerged from the GT phase are mobile connectivity stance, expectable use, social applications usage and functional applications usage. The results revealed that social application usage, affects functional application usage and is affected directly by mobile connectivity stance. Expectable usage strongly affects both social and functional applications usage. Mobile connectivity stance has an indirect impact on functional application usage.
    Keywords: Mobile Applications; Usage; Expectable Use; Mobile Connectivity; ICT.

  • Influence of Demographic variables: Customers Perception about Cross-selling and Up-selling for eBanking   Order a copy of this article
    by Neha Gupta 
    Abstract: Purpose The present study focuses on the influence of electronic banking (eBanking) on customers perception about cross-selling and up-selling considering various demographics variables of the customers of Public Sector Banks (PSBs) of India. Design/methodology/approach Data were collected from 692 respondents by way of simple random sampling. The collected data was analyzed using cross-tabs, frequency and chi-square testing. Findings It has been found that customer demographic influence variables like age groups, annual income, qualification, gender and profession influence cross-selling and up-selling of banking products and services. Further, banks also use these channels for providing information related to products and services of banks and other banking services (like Mediclaim, Life Bancassurance, etc). Such cross-selling and up-selling benefits both customers as well as banks. As banks provide efficient service through transaction process with improvised efforts and customer gets the complete range of solution from one bank by investing minimum time, money and efforts. Practical implications/limitations It has been found that customer demographic variables such as age groups, annual income, qualification, gender and profession will help to build strong and effective cross-selling and up-selling of financial products and services. The identification of most influential demographic variable will help to build strong and effective cross-selling and up-selling of financial products and services. Our study was limited to the customers of PSBs of India, so the findings may be applicable to PSBs only and cannot be generalized. Hence, these information and analysis will assist the banks in providing wide range of services that can be offered to targeted customers by using appropriate marketing strategy. Originality/value This study was made on the primary data, which has provided significant analysis and results for understanding influence of customer demographic on perception. Result shows that demographic variables influence customers perception about cross-selling and up-selling in eBanking for PSBs of India. Similar type of studies may also be made for other banking sectors.
    Keywords: eBanking; Customers’ Perception; Delivery Channels; Demographic; Cross-selling; Up-selling.