Customer relationship management mechanisms: A systematic review of the state of the art literature and recommendations for future research

2016 ◽  
Vol 61 ◽  
pp. 667-688 ◽  
Author(s):  
Zeynab Soltani ◽  
Nima Jafari Navimipour
Keyword(s):  
Systematic Review ◽  
Customer Relationship Management ◽  
State Of The Art ◽  
Relationship Management ◽  
The State ◽  
Customer Relationship ◽  
Future Research

scholarly journals Improvement of Tourists Satisfaction According to Their Non-Verbal Preferences Using Computational Intelligence

2021 ◽  
Vol 11 (6) ◽  
pp. 2491
Author(s):  
Claudia C. Tusell-Rey ◽  
Ricardo Tejeida-Padilla ◽  
Oscar Camacho-Nieto ◽  
Yenny Villuendas-Rey ◽  
Cornelio Yáñez-Márquez
Keyword(s):  
Customer Relationship Management ◽  
Computational Intelligence ◽  
State Of The Art ◽  
Relationship Management ◽  
Preference Assessment ◽  
Tourism Industry ◽  
The State ◽  
Customer Relationship ◽  
Marketing Activities ◽  
Tourist Demand

In the tourism industry it is common that the information obtained from customers can be varied, dispersed, and with high volumes of data. In this context, the automatic analysis of information has been proposed through electronic customer relationship management, which refers to marketing activities, tools and techniques, delivered with the use of electronic channels for the specific purpose of locating, building and improving long- term relationships with customers, to enhance their individual potential. In this paper, we refer to the analysis of information in three aspects: customer satisfaction, the study of customer behavior and the forecast of tourist demand. Specifically, we have created a novel dataset comprising the non-verbal preference assessment of tourists who are clients of the Sol Cayo Guillermo hotel belonging to the Melia hotel chain, in Jardines del Rey, Cuba. Then, by applying Computational Intelligence algorithms to this dataset, we achieve segment customers according to their non-verbal preferences, in order to increase their satisfaction, and therefore the client profitability. In order to achieve a good performance in the realization of this task, we have proposed two modifications of the Naïve Associative Classifier, whose results are compared with the most relevant computational algorithms of the state of the art. The experimentally obtained values of balanced accuracy and averaged F1 measure show that, by clearly improving the results of the state-of-the-art algorithms, our proposal is adequate to successfully use electronic customer relationship management in the tourist services provided by hotel chains.

A structured literature review on Big Data for customer relationship management (CRM): toward a future agenda in international marketing

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pasquale Del Vecchio ◽  
Gioconda Mele ◽  
Evangelia Siachou ◽  
Gloria Schito
Keyword(s):  
Big Data ◽  
Customer Relationship Management ◽  
Research Agenda ◽  
International Marketing ◽  
Relationship Management ◽  
Customer Relationship ◽  
Future Research ◽  
Content Type ◽  
Future Research Agenda ◽  
Structured Literature Review

PurposeThis paper aims to advance the international marketing debate by presenting the results of a structured literature review (SLR) focusing on Big Data implementation in customer relationship management (CRM) strategizing. It outlines past and present literature and frames a future research agenda.Design/methodology/approachThe research analyzes papers published in journals from 2013 to 2020, deriving significant insights about Big Data applications in CRM. A sample of 48 articles indexed at Scopus was preliminarily submitted for bibliometric analysis. Finally, 46 papers were analyzed with content and a bibliometric analysis to identify areas of thematic specializations.FindingsThe paper presents a conceptual multilevel framework demonstrating areas of specialization emerging from the literature. The framework is built around four coordinated sequences of actions relevant to “why,” “what,” “who” and “how” Big Data is implemented in CRM strategies, thus supporting the conception and implementation of an internationalization marketing strategy.Research limitations/implicationsImplications for the development of the future research agenda on international marketing arise from the comprehension of Big Data in CRM strategy.Originality/valueThe paper provides a comprehensive SLR of the articles dealing with models and processes of Big Data for CRM from an international marketing perspective. Despite these issues' relevance and the increasing literature focused on them, research in this area is still fragmented and underexplored, requiring more systematic and holistic studies.

Applying Fuzzy Logic and Fuzzy Methods to Marketing

2012 ◽  
pp. 1056-1068
Author(s):  
Laurent Donzé ◽  
Andreas Meier
Keyword(s):  
Fuzzy Logic ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Future Research ◽  
Computing With Words ◽  
Linguistic Variables ◽  
Research Directions ◽  
Fuzzy Methods ◽  
Future Research Directions

Marketing deals with identifying and meeting the needs of customers. It is therefore both an art and a science. To bridge the gap between art and science, soft computing, or computing with words, could be an option. This chapter introduces fundamental concepts such as fuzzy sets, fuzzy logic, and computing with linguistic variables and terms. This set of fuzzy methods can be applied in marketing and customer relationship management. In the conclusion, future research directions are given for applying fuzzy logic to marketing and customer relationship management.

The impact of customer knowledge and customer relationship management on service quality

2014 ◽  
Vol 6 (1) ◽  
pp. 77-96 ◽  
Author(s):  
Shu-Mei Tseng ◽  
Pin-Hong Wu
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Future Research ◽  
Customer Knowledge ◽  
Content Type ◽  
The Impact

Purpose – Enterprises realize that customers are their most important asset and recognize that a high level of customer satisfaction can only be achieved by enhancing service quality. Thus, how enterprises acquire customer knowledge by which to initiate and maintain customer relationships, as well as to enhance service quality has become an important issue. The paper aims to discuss these issues. Design/methodology/approach – This study uses a questionnaire and statistical analytical techniques to explore the impact of customer knowledge and customer relationship management (CRM) on service quality. Findings – The results indicated that customer knowledge has a positive influence on service quality and CRM is the partial intervening variable between customer knowledge and service quality. That is, customer knowledge enhances the CRM, while CRM, in turn, increases service quality and provides competitive advantages. Research limitations/implications – This research explored the impact of customer knowledge and CRM on service quality based on the company's perception and there was no validation on the customers' perception of the company. Therefore, it is suggested that future research should involve company staff, current customers, and latent customers to strengthen the triangulation. Practical implications – The results found that customer knowledge is indeed an important source of competitive advantage. Hence, enterprises should acquire valuable customer knowledge in order to enhance the relationship with customers, as well as enhance their service quality. Originality/value – There is still little related literature investigating the relationships amongst customer knowledge, CRM, and service quality. Hence, this study applies questionnaire methods as the main research tools in order to conduct an in-depth investigation into the influence of customer knowledge and CRM on service quality. Furthermore, this research is expected to provide enterprises with valuable suggestions for management practices.

The Impact of E-Commerce Customer Relationship Management in Business-to-Consumer E-Commerce

2011 ◽  
pp. 2099-2111
Author(s):  
Pauline Ratnasingam
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Future Research ◽  
Integrated Framework ◽  
Exploratory Case Study ◽  
Business To Consumer ◽  
The Impact ◽  
Practical Implications

The growth of business-to-consumer (B2C) ecommerce has gained a lot of attention among SMEs. Most B2C firms are turning their attention on how to retain new customers and are left in a situation to compete with larger firms. This paper aims to examine the impact of E-Commerce Customer Relationship Management (ECCRM) in a small business firm that engages in B2C ecommerce. Drawing upon the theories of customer relationship management, e-commerce, trust and loyalty, we develop an integrated framework of ECCRM model to illustrate the impact of the hard and soft factors that reflect the level of transactional and relational components of communication thereby impacting the customers shopping time lifecycle experiences. We develop a number of hypotheses to facilitate testing of the framework via an exploratory case study. We then discuss the findings of the integrated framework leading to theoretical and practical implications of this study and directions for future research.

Social Customer Relationship Management

2015 ◽  
pp. 5255-5262
Author(s):  
Mohammad Nabil Almunawar ◽  
Muhammad Anshari
Keyword(s):  
Social Networks ◽  
Web 2.0 ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Research Direction ◽  
Healthcare Services ◽  
Customer Relationship ◽  
Future Research ◽  
Future Research Direction ◽  
Social Crm

Customer Relationship Management (CRM) can be used by an organization as a tool and strategy in meeting the expectations of their customers. The term Social CRM is an approach that allows intensive interactions between customers, customers and organizations, and customers' interaction with the systems by utilizing Web 2.0. Social CRM offers new capabilities of social networks that provide powerful new approaches to surpass the traditional CRM. The fundamental changes offered by Social CRM are in terms of empowerment, connection, and value generated. An example of Social CRM in healthcare is extending healthcare services through social networks where many kinds of interaction can be supported. The main goal of this chapter is to introduce a promising future research direction, which may shape the future of integrative customer relationship. In this chapter, we examine customers' expectation concerning the process of empowerment, social networks, and participation to make customers more proficient in dealing with their own issues. This chapter also discusses and demonstrates how Social CRM will help customers have greater control in controlling the process of interaction (empowerment) with organizations and among themselves.

Customer Relationship Management as Tool to Enhance Competitive Effectiveness: Model Revisited

2018 ◽  
Vol 7 (3) ◽  
pp. 201-215 ◽  
Author(s):  
Maraj Rahman Sofi ◽  
Iqbal Ahmad Hakim
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Service Sector ◽  
Relationship Management ◽  
Past Research ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Future Research ◽  
Business Organizations ◽  
Effectiveness Model

Maintaining collaborative relationships of a business firm with the customer is very important in the contemporary competitive business scenario, besides the service rendered by it. Against this backdrop, the study was undertaken which aims to analyse the customer relationship management (CRM) practices and dimensions in the business. The past research studies were reviewed and the CRM frameworks given by the various authors, in particular of Sin, Tse, and Yim (2005, European Journal of Marketing, 11(12), 1264–1290), were critically examined. The research article based on the study revisited the four behavioural dimensions of CRM. A total of 225 respondents were conveniently contacted from banks and hotel establishments. In view of the challenges faced by the business organizations in the contemporary scenario, in particular in the service sector, this article identified and discusses ‘customer prospecting’ and ‘personalization’ as additional practices/dimensions that need to be incorporated to design a robust CRM framework which has been presented as revisited model. Structural equation modeling (SEM) had been used to validate the revisited model. These dimensions, though need to be ratified in the future research.

Environmental training: a systematic review of the state of the art of the theme

2019 ◽  
Vol 27 (7) ◽  
pp. 2048-2076 ◽  
Author(s):  
Nelson Oliveira Stefanelli ◽  
Adriano Alves Teixeira ◽  
Jorge Henrique Caldeira De Oliveira ◽  
Marco Antonio Ferreira ◽  
Simone Sehnem
Keyword(s):  
Systematic Review ◽  
Environmental Management ◽  
Research Agenda ◽  
Management Practices ◽  
State Of The Art ◽  
Developed Countries ◽  
The State ◽  
Future Research ◽  
Maturity Stage ◽  
Content Type

Purpose The purpose of this paper is to carry out a systematic review of the state of the art of the environmental training theme and to propose a research agenda to shed light on this subject by suggesting new research in the area. Design/methodology/approach This is a systematic review of the state of the art of the environmental training theme. Findings The authors’ main contribution is the proposal of a research agenda with 11 recommendations for future research, such as conducting research in developed countries; research focusing only on environmental training; qualitative research using case studies; research that explores the co-evolution of environmental training practices with environmental management practices and with the maturity stage of environmental management in organizations; and research that addresses all aspects of environmental training phases proposed by ISO 10015: 2001. Originality/value This is the most recent research which conducts a systematic review of the state of the art on environmental training and proposes a research agenda with several suggestions that can guide researchers in human resources, environmental management, sustainability and supply chain management.

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