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 Articles will not be published until the final proofs are validated by their authors.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 (2 papers in press)

Regular Issues

  • Engagement in rhythm: decoding the drivers of customer loyalty in Spotifys music platform   Order a copy of this article
    by Adhi Setyo Santoso, Suryahadi Johanes 
    Abstract: This study investigates the influence of customer engagement initiatives specifically recommender system evaluation, technological innovation, user-generated content, and product quality on customer satisfaction and its subsequent effect on loyalty within Spotify’s music streaming platform. Employing a quantitative approach, data were collected via an online survey and analysed to evaluate these dynamics. A quantitative method, PLS-SEM with random sampling technique, was applied in this study with 150 participants, all active Spotify users, to ensure relevance to the platform’s listener base. The findings reveal that recommender system evaluation, new technological system innovation, and user-generated content positively influence customer satisfaction, while product quality exhibits a negative association with satisfaction levels. Furthermore, the analysis demonstrates that heightened customer satisfaction significantly enhances customer loyalty. These insights underscore the critical role of strategic engagement mechanisms in fostering enduring user relationships on digital music streaming platforms.
    Keywords: recommender system evaluation; new technological system innovation; NTSI; user-generated content; UCG; product quality; customer satisfaction; customer loyalty; customer engagement.
    DOI: 10.1504/IJECRM.2025.10071059
     
  • What makes users re-share online video advertising on Facebook? An empirical study in an emerging economy   Order a copy of this article
    by Thanh-Binh Phung, Vo Phuong Thao Tran 
    Abstract: Despite growing importance of viral video marketing on social media, research exploring factors driving resharing behavior, a key determinant of content virality, remains limited. This study investigates psychological determinants of OVA resharing intention on social media, focusing on emotional arousal as a critical mediating mechanism. Drawing on TPB, SIT, and LC4MP, we developed an integrated model examining how advertising effectiveness elements (creative advertising and emotional appeal) and social influence factors (perceived herd behavior and subjective norms) influence resharing intentions through emotional arousal and resharing attitude. Analyzing survey data from 382 Vietnamese Facebook users using SPSS 22 and PLS-SEM, results revealed advertising effectiveness factors as significantly more potent predictors than social influence factors, with emotional arousal mediating this relationship. Findings substantiate the importance of psychological arousal in activating positive attitudes toward content propagation. Evidence advances theoretical understanding of social transmission while providing practical guidance for optimizing viral potential in digital environments.
    Keywords: emotional arousal; emotional engagement; online video advertisements; viral video advertisements; resharing intention; sharing; social media marketing; limited capacity model of motivated mediated message processing; LC4MP model; partial least squares structural equation modelling; PLS-SEM.
    DOI: 10.1504/IJECRM.2025.10071123
     

 

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