Forthcoming and Online First Articles

International Journal of Electronic Customer Relationship Management

International Journal of Electronic Customer Relationship Management (IJECRM)

Forthcoming articles have been peer-reviewed and accepted for publication 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 Articles will not be published until the final proofs are validated by their authors.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 (3 papers in press)

Regular Issues

  • Exploring the Linkage between Service Quality and Customer Satisfaction in the Chinese Air Industry during the COVID-19 Pandemic   Order a copy of this article
    by Wasim Ahmad, Waheed Abdul, Farrah Arif, Rana Muhammad Sohail Jafar, Noshin Fatima 
    Abstract: Most companies of the world have been affected by the COVID-19 pandemic and lockdown. Only healthcare and necessary personnel were permitted during the early stages of the epidemic to come out of their homes. This article aimed to examine the airline industry’s service quality in China for the period of the COVID-19 pandemic using the AIRQUAL scale. The questionnaire consisted of 58 items and was completed by 1,002 people being selected using convenience sample method. The causal linkages among AIRQUAL dimensions, COVID-19 safety procedure, and customer satisfaction (CS) were determined by employing SEM. The results revealed that six dimensions, i.e., terminal tangibles, airline tangibles, image, empathy, and COVID-19 protocols have a positive direct effect on CS in terms of Chinese airline industry. Furthermore, personnel service has a substantial detrimental impact on CS. This research is one of the pioneers that investigated the quality of airline service during the COVID-19 era. The results may offer the government an assessment for the aviation industry’s adherence to the COVID-19 procedures.
    Keywords: service quality; COVID-19; customer satisfaction; Chinese airline industry; AIRQUAL scale.
    DOI: 10.1504/IJECRM.2023.10052931
  • Extending the theory of reasoned action to understand fast fashion by younger consumers   Order a copy of this article
    by Minh T. H. Le 
    Abstract: Fast fashion is trendy among young people because of its convenience, fashion, and price. With the development of social networks and online shopping, young people’s fast fashion buying behaviour is affected by which factors? This study will explore the factors affecting young people’s intention to buy fast fashion based on the theory of reasoned action (TRA). This study examines fashion innovativeness, product quality, social media, store-related attributes, and price. Both qualitative and quantitative studies were conducted- a quantitative study with 310 online samples surveyed over two weeks. In this study, a structural equation model (SEM) was used to process and analyse the data with SPSS and AMOS software and test the hypothesised relationships. Research shows that young people’s plans to buy fast fashion are affected by five factors: the store-related attributes (SRA), price, attitude, quality, and subjective norms. Both theoretical and practical contributions will be discussed.
    Keywords: innovativeness; product quality; social media; store-related attributes; SRA; price.
    DOI: 10.1504/IJECRM.2023.10053869
  • The Impact of Customer Clubs on Lifetime Value of Banking Customers   Order a copy of this article
    by Mohaddese Arjmand, Neda Abdolvand, Saeedeh Rajaee Harandi 
    Abstract: Today, with the abundance of private, state-owned banks and financial and credit institutions, banks are trying to satisfy customers more than ever in order to be preferred by them. In this regards, they use customer clubs as a communication network to improve their up-selling, cross-selling and word of mouth marketing. Therefore, this study aims to investigate the short-term impact of customer clubs on the lifetime value of customers as one of the most important indicators that reflects customer satisfaction, loyalty and thereby financial gain. To this end, the RFM model was used for clustering customers based on their behaviors. Then customers’ lifetime value was calculated in four periods. The state transition probability matrix of a Markov chain was also used to analyze the customers’ transitions and change in their values through the seasons. The results indicated that customers’ lifetime value and the number of profitable customers increased in the last period in which the customer club was used.
    Keywords: Customer Club; Customer Lifetime Value; RFM Model; Markov Chain.
    DOI: 10.1504/IJECRM.2023.10054185