International Journal of Electronic Customer Relationship Management
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International Journal of Electronic Customer Relationship Management (5 papers in press)
FUTURE RESEARCH DIRECTION FOR CUSTOMER SATISFACTION IN RELATION TO COMPLAINT HANDLING AND SERVICE RECOVERY IN E-COMMERCE by Parveen Kumari, Satinder Kumar Abstract: This paper aims to present a research gap based on a literature review of papers published on customer satisfaction in relation to complaint handling and service recovery in E-Commerce from 1996 to 2017 years. It provides a categorisation scheme, identifies the gaps in the existing literature and suggests the direction for future research. For find out the future research directions, studies are classified and presented on the basis of a time period, methodology, country wise publications and results of the study. The present paper is more of comprehensive literature review as well as critical analysis of customer satisfaction toward complaint handling and service recovery in E-commerce. It may be a most useful source of information to the researchers and manager who wish to implement the policy and frame the procedure for complaint handling in E-commerce with respect to customer satisfaction. Keywords: Service Recovery; Customer Satisfaction; recovery and return; Procedural Justice; Distributive Justice.
Dynamics of Marketing Automation Adoption for Organizational Marketing Process Transformation: The Case of Microsoft by Min Jae Park Abstract: As markets and customers rapidly digitalize with technological advances, companies are responding by increasingly introducing marketing automation (MA). This study aims to support successful MA adoption and marketing transformation. To achieve this aim, we design an MA adoption model based on Kotter's eight-step model, and we study the dynamics of the MA adoption process by analyzing Microsoft's MA adoption case. Based on the results of the analysis, we present an MA adoption model in eight stages. The MA adoption model proposes a step-by-step transformation in adopting MA and suggests that to ensure successful completion, MA should be adopted in conjunction with marketing transformation rather than remaining on the level of technology adoption. The MA adoption model presented in this study is expected to help managers understand the dynamics of MA adoption and, thus, help them to build an appropriate MA adoption strategy. Keywords: Marketing Automation; Process Transformation; Kotter's Model; Case; Microsoft.
Investigating factors in implementation of electronic customer relationship management and its Consequences in Private Hospitals in Isfahan city by Mohsen Seify, Reihaneh Alsadat Tabaeeian, Atefeh Khoshfetrat Abstract: Nowadays customer relationship and customer loyalty are gaining importance in hospitals, and hospitals are trying to attract customers' satisfaction and establish long-term relationships with them. The purpose of this study is to investigate the effect of key factors on the implementation of electronic customer relationship management in private hospitals and health centers, as well as its impact on customer satisfaction, customer loyalty. The statistical population of this study included 249 employees, practitioners and managers of private hospitals in Isfahan who were randomly selected. A researcher made questionnaire was used to collect information. For determining the validity of the questionnaire, Face Validity was used and the Cronbach's alpha was utilized to determine the reliability of the questionnaire. Cronbach's alpha coefficient calculated for the questionnaire was 0.85.In order to analyse the collected data, Pearson correlation coefficient test using SpSS18 and also the structural equation approach was applied using smart pls software to study and test the research hypotheses. The results of the research showed that the effective implementation of customer relationship management and considering the important factors in implementation have a positive effect on customer satisfaction, customer loyalty, and profitability of hospitals. Keywords: organizational culture; customer relationship management; customer Satisfaction; private hospital; customer loyalty.
The Impact of Training Programme of Digital Banking Services to Employees of Unorganized Sector and their acceptability in India by Nitin Bansal Abstract: Training programme to employees of unorganised sector is a highly crucial component to enhance the acceptability of digital banking services. This study has focused on the analysis of impact of training programme of digital banking services to employees of unorganised sector and their acceptability of digital banking services in India. This study has administered the factor analysis to analyse the applicability and reliability of scale i.e. training programme of digital banking services, before the stepwise method (forward selection) of multiple linear regression was used. Primary data has collected from the Delhi region with the help of questionnaires through a self administered approach. Stratified random sampling technique was used and total 412 useful schedules were considered for analysis of data using SPSS version 23. The results of the study show that there is a positive impact of training programme of digital banking services to the employees of unorganised sector, which enhances the usability and acceptance of digital banking services, and leads to the reduction in the banking cost to the employees of unorganised sector. Keywords: Digital Banking Services; Training programme; Employees of unorganised sector; Employeeâ€™s acceptability; Risk; Trust; Cost reduction; Frequency of training; Internet.
To Understand the Life Cycle and Customer Adoption of Mobile Apps in Modern India by Rajeshwari Malik Abstract: This is the age of mobile apps, with more than a billion people are using smart phones and mobile applications. It is impacting every aspect of our daily lives. A research show that about 80% of the total time spends on Smartphone is spent on mobile apps. Globally consumers and businesses alike are using mobile apps for everyday activities, e.g. mobile banking, e-ticketing, weather report, m Commerce and the list goes on. As the modern version of the saying, where there is a will, there is a way goes as Where there is a need, there is an App and its true! There are literally millions of mobile apps now. There are apps for social networks, banking, travel, health, fitness, news, calendars, games, you name it, there is sure to be an app there for it. Following Moores Law until 2014, an exponential rise was observed in the clock speeds of mobile processors and transfer capabilities of SoCs (System-on-Chip), leading to a boom in the mobile as well as semi-conductor industry. With the release of the first Nexus, Google quickly ascertained its flagship ideology and retained its position at the top of the food chain all over the world, but Apple led with its trademark products like the iPhone and iPad, already having established the Mac and Macbook as extremely reliable and performance-oriented gadgets in developed countries. This research paper is an attempt to study the consumer adoption behavior of the mobile apps , and relate it to the concept of product life cycle. The mobile app industry is very the dynamic, and apps are fighting for customer attention and retention. Keywords: Mobile Apps; Consumer Adoption Model; Product Life Cycle; Business Environment; Innovation and diffusion.