 Navigating e-customer relationship management through emerging information and communication technologies: moderation of trust and financial riskLiwan Feng International Journal of Applied Systemic Studies, 2024, vol. 11, issue 3, 193-207 Abstract: This study examines the relationships between ICTs (e.g., chatbots, virtual assistants, social media platforms, e-mail marketing, mobile marketing, data analytics, interactive voice response, big data analytics, push notifications, cloud computing, and augmented reality) and e-customer relationship management (e-CRM) from the banking industry of China. Similarly, this study unfolds the moderation interference of trust and risk between the association of ICTs and e-CRM, respectively. The study provided a positive nexus between ICTs and e-CRM. On the other side, a significant moderation of trust, as well as financial risk was observed between the correlation of ICTs and customer relationship management. This study endows with insights into ICTs which are critical for achieving e-CRM by streamlining interactions and enhancing their experience. Similarly, trust and financial risk were observed as potential forces that sway the association between ICTs and e-CRM. Keywords: information communication technologies; e-customer relationship management; e-CRM; perceived trust; financial risk; technology acceptance model. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijassi:v:11:y:2024:i:3:p:193-207 Access Statistics for this article More articles in International Journal of Applied Systemic Studies from Inderscience Enterprises Ltd |
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