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 Articles will not be published until the final proofs are validated by their authors.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

  • The determinants of customer satisfaction in Kabul: Evidence from restaurant industry   Order a copy of this article
    by Hamidullah Hamidy, Dale Walker, Jimbo H. Claver 
    Abstract: This is the first study that investigates customer satisfaction in the restaurant industry in Kabul, Afghanistan. The main focus of this paper is to study what factors may or may not affect customer satisfaction. The primary objectives of the paper include exploration of determinants of poor customer satisfaction, reasons why customers dine at restaurants in spite of knowing that some restaurants do not observe better health standards and study if service quality factors can impact customer satisfaction. Particularly, the study explored whether (1) restaurant atmosphere, (2) employee conduct, (3) food quality (4) harassment (5) respect for family privacy (6) competitions (7) and locations impact the level of satisfaction customers express from the restaurant industry. Using the linear regression data analysis approach, the paper has unique findings. The findings indicate that customers currently prioritize cultural issues, such as respect for family privacy rather than service quality factors, such as food quality, employee behavior, and restaurant atmosphere. The paper concludes that due to lack of competition, customers these days value a restaurant, where they feel relaxed with their families and there is a great deal of respect for females. This paper will contribute to a number of ways from the provision of empirical evidence on customer satisfaction in restaurants in Kabul, to establishments of proofs that can help in decision making process in the relevant industry, to exploration of contextual evidence that excels the operation and management, and positively impact the overall growth of restaurants in Kabul.
    Keywords: Customer Satisfaction; Customer Relationship Management (CRM); Service Quality (SQ).

  • Theoretical Investigation of the Antecedent Role of Review Valence in Building Electronic Customer Relationships   Order a copy of this article
    by Ran Liu, John Ford, Nusser Raajpoot 
    Abstract: The valence of online reviews (positive or negative) offers a systematic linkage between consumers and company brands. Online reviews can deteriorate or improve electronic customer relationships. The findings of a thorough analysis of a set of organisational and individual behavioural theories indicate that negative reviews increase a consumer’s perceived conflict with a focal firm, leading to a reduced level of perceived relational benefit and trust, undermining the consumer’s loyalty. Fundamental propositions indicate that researchers should focus more on word-of-mouth (WOM) as an antecedent of relationship marketing, and marketers should focus on proactive WOM campaigns, critical for establishing long-term reciprocal relationships with consumers.
    Keywords: electronic customer relationships; online review; valence; relationship marketing; online marketing.
    DOI: 10.1504/IJECRM.2022.10044756
  • Artificial Intelligence in Digital Customer Journey   Order a copy of this article
    by Catarina Araújo, Rui Gonçalves, Renato Lopes Da Costa, Álvaro Dias, Leandro Ferreira Pereira 
    Abstract: Artificial intelligence (AI) is present in many business areas, being the marketing of the fashion industry one of them. In this sense, AI becomes relevant for firms, helping to acquire better consumer data and stand out from the competition by offering personalised, rich, and unique experiences. This study seeks to understand the current state of interaction that consumers have with the AI during the digital customer journey (CJ), in the fashion industry. This research focused on the fashion industry and addresses the following AI technologies: recommendation systems, chatbots and virtual testers. These variables were deepened through an online questionnaire and an evaluation of the offerings that various brands have on their websites and apps. The data shows that people who interact with AI are younger and have self-confidence, mainly looking for a quick response to their requests, mainly through recommendation systems, chatbots and virtual testers.
    Keywords: artificial intelligence; customer journey; technology adoption; recommendation systems; chatbot; virtual try-on.
    DOI: 10.1504/IJECRM.2022.10047044