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 Articles will not be published until the final proofs are validated by their authors.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

  • The Mediating Effect of Marketing Capability in The Relationship Between CRM on Business Performance in Indonesia and Thailand Service Industry   Order a copy of this article
    by Indah Fatmawati, Nuryakin Nuryakin, Kumpanat Siriyota 
    Abstract: This study empirically contributes to Customer Relationship Management (CRM) activities on marketing capability and business performance. The authors also investigate the mediating role of marketing capability in enhancing business performance. A quantitative approach was employed by comparing service industry companies in Indonesia and Thailand. The respondents were managers responsible for managing relationships with customers. The sample size is 406 respondents, consist of 207 from Thailand and 199 from Indonesia, which was selected using the purposive sampling method. Results indicated that CRM activities positively affect marketing capabilities and business performance. This study also found that marketing capability played an essential role in mediating the relationship between CRM activities and business performance.
    Keywords: CRM; marketing capability; business performance.

  • Transparency in SERVQUAL Model to Deal with Information-enabled Customers   Order a copy of this article
    by SHIV RATAN AGRAWAL 
    Abstract: The present study highlights the importance of transparency as an additional element in the SERVQUAL model. The study employed a critical incident technique (CIT) that penetrates participants internal insights to understand their behavior in-depth. The findings not only explore the importance of transparency in the SERVQUAL model but also emphasizes that it complements five service quality dimensions to get positive responses of customers. The study would guide service providers and managers on how to adopt the holistic view of the transparency component with service quality parameters for dealing with information-enabled customers.
    Keywords: Transparency; SERVQUAL model; Critical incident technique; Customer responses; Information-enabled customer.

  • The Impact of e-service quality and ease of use of e-customer relationship management: a study of mobile phone services in jordan   Order a copy of this article
    by Bilal Al-Nassar 
    Abstract: In the use of technology and human resources, E-customer relationship management (e-CRM) plays a key role in clarifying customer behavior and their value. With the use of such system, businesses can reap the benefits of customer repeat purchase, word-of-mouth, customer retention, brand loyalty and customer satisfaction. This study tested two components of customer factor namely E-service quality (ESQ) and ease of use (EOU) in their role as antecedents of e-CRM performance. Based on the analyzed data both variables positively and significantly related to e-CRM performance. The study conducted a review of relevant studies, presented an extensive discussion of the development of the research model underpinned by the Technology Acceptance Model (TAM), upon which the formulation of hypotheses was made. The study provided a detailed description of the data collection, study sample, results and discussions of findings. The model is invaluable and useful as an e-CRM performance explanatory model in different industries. This study significantly contributes to the literature dedicated to e-CRM performance.
    Keywords: E-Customer Relationship Management (e-CRM); e-CRM Performance; Technology Acceptance Model (TAM) ; E-service Quality (ESQ) and Ease of Use (EOU). E-Customer Relationship Management (e-CRM); e-CRM Performance; Technology Acceptance Model (TAM) ; E-service Quality (ESQ) and Ease of Use (EOU). E-Customer Relationship Management (e-CRM); e-CRM Performance; Technology Acceptance Model (TAM) ; E-service Quality (ESQ) and Ease of Use (EOU).

  • The determinants of customer satisfaction in Kabul: Evidence from restaurant industry   Order a copy of this article
    by Jimbo Henri 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).