International Journal of Customer Relationship Marketing and Management (IJCRMM)

2010 - 2025

Current editor(s): Riyad Eid

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Volume 4, issue 4, 2013

Innovative System for Measuring SMEs Performance pp. 1-26

Abdel Moneim M. B. Ahmed and Abdullah A. Abonamah

Establishing a Hierarchy Model for Evaluating Integrated Marketing Communications Services of Newspaper Groups in Taiwan pp. 27-40

Ya-Han Lin, Pi-Fang Hsu and Chia-Wen Tsai

From Reluctance to Resistance: Study of Internet Banking Services Adoption in the United Kingdom pp. 41-56

Edwin Agwu

Impact Evaluation of Customer Knowledge Process On Customer Knowledge Acquisition: A Quantitative Study in Jordanian Banking Sector pp. 57-68

Samer Alhawari

Volume 4, issue 3, 2013

CRM Scale Development and Validation in Indian Telecom Sector pp. 1-19

Arun Kumar Agariya and Deepali Singh

An Investigation of Mediating and Moderating Variables in Service Quality – Customer Loyalty Relationship: A Research Agenda pp. 20-43

Medha Srivastava and Alok Kumar Rai

Modernism to Postmodernism: The Transdisciplinary Mode-2 Knowledge Production of Relationship Marketing pp. 44-56

S. M. Riad Shams

Exploring Relationship between Service Quality and Positive Word of Mouth at Retail Banks in Rural India pp. 57-71

Mohd Adil and Mohammed Naved Khan

A Survey Instrument for Identification of the Critical Success Factors for the Successful ERP Implementation at Indian SMEs pp. 72-87

L. Ganesh and Arpita Mehta

Volume 4, issue 2, 2013

Customer Relationship Management (CRM) Practices by Small Businesses in Developing Economies: A Case Study of Egypt pp. 1-20

Hatem El-Gohary, David J. Edwards and Juanling Huang

The Role of Relational Mediators in the CRM-Performance Link: Evidence from Indian Retail Banks pp. 21-35

Chandrasekaran Padmavathy

The Relationships between the Organizational, Environmental Characteristics and Marketing Performance: An Empirical Study pp. 36-50

Sally Kamel Ali Omran

Enhancement of Efficiency and Effectiveness in Banking through CRM Systems: A Case of Indian Banking Industry pp. 51-76

Priya Gupta, Kanhaiya Singh and Jyoti Kainth

Volume 4, issue 1, 2013

Investigation of the Philosophy Practised in Green and Lean Manufacturing Management pp. 1-12

Adam Shariff Adli Aminuddin and Mohd Kamal Mohd Nawawi

Overall Equipment Effectiveness Improvement through Total Productive Maintenance in Assembly Cell pp. 13-27

Napsiah Ismail, B. T. Hang Tuah Baharudin, Yusaini Musa and Zulkiflle Leman

A Novel Heuristic Rule for Job Shop Scheduling pp. 28-40

Shahid Maqsood, M. Khurshid Khan, Alastair Wood and I. Hussain

An Investigation into Critical Success Factors of Knowledge Management Implementation in TQM Organizations in Malaysia pp. 41-52

Pei Pei Hing, Mum Wai Yip and Dominic Lau

Innovative Strategic Planning for the Design of a High Volume Production Line using Quality Function Deployment and a Batch: Flow Production Analysis pp. 53-68

Roberto Yumbla, Stuart Lumley and M. Khurshid Khan

Activity Based Cost Estimation System for Product Lifecycle Using Object Oriented Programming pp. 69-79

Siva Prasad Darla and S Narayanan

Volume 3, issue 4, 2012

Consumer Perceived Value and Brand Loyalty: A Study of Retail Banking pp. 1-15

Harsh V. Verma, Jyoti Kainth and Priya Gupta

Factors Affecting Customer Linking Capabilities and Customer Satisfaction in CRM: Evidence from Jordanian Hotels pp. 16-30

Abbas Al-Refaie, Ming-Hsien Li and Jong-Hwan Ko

Key Challenges of E-Government Adoption in Less Developed Countries: The Case of Saudi Arabia pp. 31-39

Raja Yahya Al Sharief

CRM in the Banking Sector: Framework and Application pp. 40-49

Sarah Al-Shamali, Sonny Nwankwo and Ayantunji Gbadamosi

Developing and Implementing a Model for Selecting Videos for City Marketing pp. 50-64

Pi-Fang Hsu, Chia-Wen Tsai and Sheng-Weng Doong

Volume 3, issue 3, 2012

Analyzing the Effectiveness of Customer Retention Strategies with Existing Customers in Banking Industry pp. 1-14

Niraj Kishore Chimote and Ankita Srivastava

An Exploratory Study of Customer Satisfaction in a Community Bank pp. 15-32

Somjit Barat and John E. Spillan

The Factors Influencing the Adoption of Total Quality Management with Emphasis on Innovative/Strategic Management Accounting Techniques: Evidence from Saudi Arabia pp. 33-54

Mohammed Al-Omiri

The Online Poker Consumer: Investigating Personality Traits, Motives, and Demographic Characteristics pp. 55-73

Frank Bezzina and Darren Sammut

Designing an Electronic Supply Chain Management System in an Electronic Market Considering Customer Satisfaction and Logistic pp. 74-88

Hamed Fazlollahtabar, Hamed Hajmohammadi and Amir Mohajeri

Volume 3, issue 2, 2012

An Exploration of the Value of Online Social Networks for Salespeople pp. 1-9

Mary E. Shoemaker

CRM Index Development and Validation in Indian Banking Sector pp. 10-32

Arun Kumar Agariya and Deepali Singh

Investigating the Relationship Between Shopping Mall Patronage Motives and Customer Satisfaction Using Importance-Satisfaction Analysis pp. 33-46

Mohammed Ismail El-Adly

The Practice of Jordanian Banking to Improve Customer Retention pp. 47-60

Samer Alhawari

Six Sigma Based Integrated Mathematical Model for Optimizing Electronic Marketing Decisions pp. 61-76

Hamed Fazlollahtabar

Volume 3, issue 1, 2012

Dimensions of CRM Effectiveness and its Effect on Relationship Quality pp. 1-17

C. J. Padmavathy and V. Sivakumar

Development of a ‘Consumer Perceived Value Scale’ (SPERVAL Scale) in the Context of Services Industry pp. 18-42

Jyoti Sikka Kainth and Harsh V. Verma

The Antecedents and Consequence of Customer Relationship Management Performance: A Preliminary for Structural Equation Modeling pp. 43-55

Samsudin Wahab

A Literature Review and Classification of Relationship Marketing Research pp. 56-81

Ashish Gupta and G. P. Sahu

Volume 2, issue 4, 2011

Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market pp. 1-16

Abdul Qayyum and Do Ba Khang

Exploring Determinants Influencing the Intention to Use Mobile Payment Service pp. 17-37

Amira F. A. Mahran and Hala M. Labib Enaba

The Mediating Role of Job Embeddedness Between Internal Marketing and Turnover Intention pp. 38-53

Mona Mohamed Sayed Ibrahim

Egyptian Electronic Government: The Citizen Relationship Management (CRM) Case Study pp. 54-66

H. S. Hassan and A. A. M. Abdelkader

The Effect of Information and Communication Technology on Customer Relationship Management: Jordan Public Shareholding Companies pp. 67-75

Maha M. Al-Khaffaf and Hadeel J. Abdellatif

Volume 2, issue 3, 2011

Role of European Automotive Supplier Integration in New Product Development pp. 1-25

Chanan S. Syan and Anthony S. White

Citizen Lifetime Value in E-Government pp. 26-41

B. Nikkhahan and M. J. Tarokh

Effectiveness of Customer Relationship Management Program in Insurance Companies: An Indian Exploration pp. 42-56

Vikas Gautam

A Cross-Cultural Study of Relationship Proneness and Its Implications for Relationship Marketing pp. 57-78

Yujie Wei, Faye S. McIntyre and Salil Taplade

Mining Customers Behavior Based on RFM Model to Improve the Customer Satisfaction pp. 79-91

Fatemeh Bagheri and Mohammad J. Tarokh

Volume 2, issue 2, 2011

Customer Relationship Management in Professional Service Organizations: An Application to the Building Industry pp. 1-15

Hamed M. Shamma, Robert F. Dyer and Marilyn L. Liebrenz-Himes

An Examination of Mediation: Insights Into the Role of Psychological Mediators in the Use of Persuasion Knowledge pp. 16-27

Kenneth M. Henrie and Darryl W. Miller

Do Attitudes Toward Careers in Sales Differ Based on Country of Origin?: A Comparative Analysis of MBA Student Attitudes pp. 28-42

Charlie Pettijohn and Linda Pettijohn

A Success Framework to Investigate Critical Factors Associated with Implementation of Customer Relationship Management: A Fuzzy ANP Approach pp. 43-62

Abbas Keramati and Mohamad Sadegh Sangari

Service Quality and WOM (Word-of-Mouth): A Study of the Indian Banking Sector pp. 63-87

Koushiki Choudhury

Volume 2, issue 1, 2011

Trust and Long-Term Satisfaction within Asymmetric Business Relationships: A Study of Kuwaiti Telecommunications Sector pp. 1-18

Khurram Sharif

Customer Relationship and Satisfaction: The Jumeirah Beach Hotel Case Study pp. 19-35

Abdel Moneim M. B. Ahmed

The Role of Environmental Innovation Strategy in Reinforcing the Impact of Green Managerial Practices on Competitive Advantages of Fertilizer Companies in Egypt pp. 36-54

Mostafa Mohamed Ahmed Al-kerdawy

A Framework for E-Service Implementation in the Developing Countries pp. 55-68

H. S. Hassan, E. Shehab and J. Peppard

Handling Customer Complaints in the Hospitality Industry pp. 69-91

Rosalynn Dinnen and Ahmed Hassanien