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 Articles will not be published until the final proofs are validated by their authors.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 (4 papers in press)

Regular Issues

  • Linking Electronic Customer Relationship Management (E-CRM) and Customer loyalty through Serial Mediation of Customer Experience and Customer Satisfaction   Order a copy of this article
    by Anupreet Kaur Mokha, Pushpender Kumar 
    Abstract: Despite the growing significance of Electronic Customer Relationship Management (E-CRM) and its influence on consumer behaviors, there remains a scarcity of studies investigating the underlying mechanisms necessary for enhancing customer loyalty. In light of this gap, this study is a foremost study that aims to investigate a comprehensive model that examines the relationship between E-CRM and customer loyalty, employing the serial mediation of customer experience and customer satisfaction. Data was collected from 836 bank customers utilizing E-CRM services provided by their banks. The findings indicate that E-CRM plays a vital role in fostering customer loyalty through the serial mediation of customer experience and customer satisfaction. The study paper will aid banks in establishing closer connections with their customers by targeting their specific needs and delivering value-added services, all while actively engaging through feedback to enhance customer service.
    Keywords: E-CRM; customer experience; customer satisfaction; customer loyalty; serial mediation; banking industry; SEM.
    DOI: 10.1504/IJECRM.2023.10059220
  • Visual Photography's Influences on Hotel Selection: An Analysis Using E-Booking as a Comparative Platform   Order a copy of this article
    by Javier A. Sánchez-Torres, Sandra-Milena Palacio-López, Yuri Hernandez-Fernandez, Francisco Javier Arroyo-Cañada, Ana Argila-Irurita 
    Abstract: In the digital era, the reservation and purchase of tourist services online have increased, with factors such as images playing a crucial role in consumers’ decision-making when choosing a hotel on comparison sites like The aim of this study was to analyse the importance of appropriately using photographs, specifically of hotels, according to the tourist destination to be visited. This study employs a quasi-experimental design with four groups to investigate the impact of specific images on hotel selection according to the tourist destination. Conducted in a Gesell chamber using eye-tracking technology whit two experimental and two control groups were formed with 11 individuals each, randomly assigned. The results show that image characteristics significantly influence reservation decisions. Specifically, in groups where images aligned with a beach, urban, or rural destination were presented, participants consistently chose the hotel that displayed related images. Additionally, it was found that the first image located on the right side of the screen received more visual attention. These findings underscore the importance of using appropriate images to influence customer choices and enhance online marketing of tourist destinations and their hotels.
    Keywords: electronic purchase; tourism; post-pandemic; tourist destination image; emotions; decisions; e-booking.
    DOI: 10.1504/IJECRM.2023.10061227
    by Hong Minh Ngoc Tran, Ngoc Phuong Anh Nguyen, Ngoc Minh Anh Le, Thi My Hien Tran, Minh Ngan Nguyen, Truc Vi Nguyen 
    Abstract: The aim of this study is to examine the relationship between social media factors, social media interaction, and intention to use online movie streaming services. The survey was conducted among 334 students in Can Tho city. The results of the linear regression model indicate that the factors of Social Trend, Entertainment, Personalization, Electric Word of Mouth, and User-Generated Content all have a positive impact on the willingness to interact among young Vietnamese. Among these factors, User-Generated Content (UGC) has the strongest impact on willingness to interact. Following UGC, the factors of Entertainment, Social Trend, Electric Word of Mouth (EWOM), and Personalization have progressively decreasing impacts on willingness to interact. Additionally, willingness to interact positively influences the purchase intention towards an online movie streaming platform.
    Keywords: Social media; Willing to interact; purchase intention; young Vietnamese.
    DOI: 10.1504/IJECRM.2023.10061655
  • Enhancing Customer Loyalty in Financial Service through Harnessing Relationship Marketing: The Mediating Effects of Brand Image   Order a copy of this article
    by Shah Alam Kabir Pramanik, Md Shah Azam, Md. Rakibul Hafiz Khan Rakib 
    Abstract: Financial service providers are under constant pressure to renovate their relationship marketing (RM) strategies to both attract and retain customers while remaining competitive. Due to the increasing adoption of electronic customer relationship platforms, this study extended the RM theory by validating online interaction alongside the established dimensions of RM, including trust, commitment, competence, communication, and conflict handling. Thus, this study investigated the RM dimensions and their influences on brand image and customer loyalty. This research employed a quantitative approach to a dataset comprising 400 bank customers. The proposed model was evaluated through the partial least squares structural equation modelling (PLS-SEM) method, employing SmartPLS-4. The results showed that all dimensions, except conflict handling, influenced customer loyalty. Furthermore, the study revealed significant mediating effects of brand image in the relationship between RM dimensions and customer loyalty. This research illuminates how relationship marketing shapes brand image and fosters loyalty in financial services.
    Keywords: relationship marketing; online interaction; brand image; customer loyalty; mediating effects; financial services.
    DOI: 10.1504/IJECRM.2024.10062483