Title: Navigating e-customer relationship management through emerging information and communication technologies: moderation of trust and financial risk

Authors: Liwan Feng

Addresses: School of Economics and Trade, Henan Industry and Trade Vocational College, Zhengzhou 450003, China

Abstract: This study examines the relationships between ICTs (e.g., chatbots, virtual assistants, social media platforms, e-mail marketing, mobile marketing, data analytics, interactive voice response, big data analytics, push notifications, cloud computing, and augmented reality) and e-customer relationship management (e-CRM) from the banking industry of China. Similarly, this study unfolds the moderation interference of trust and risk between the association of ICTs and e-CRM, respectively. The study provided a positive nexus between ICTs and e-CRM. On the other side, a significant moderation of trust, as well as financial risk was observed between the correlation of ICTs and customer relationship management. This study endows with insights into ICTs which are critical for achieving e-CRM by streamlining interactions and enhancing their experience. Similarly, trust and financial risk were observed as potential forces that sway the association between ICTs and e-CRM.

Keywords: information communication technologies; e-customer relationship management; e-CRM; perceived trust; financial risk; technology acceptance model.

DOI: 10.1504/IJASS.2024.142611

International Journal of Applied Systemic Studies, 2024 Vol.11 No.3, pp.193 - 207

Received: 03 Dec 2023
Accepted: 17 May 2024
Published online: 11 Nov 2024 *

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