A Conceptual Review of the Role of Student Satisfaction between Educational Relationship Management (4Cs) and Decision to be Online Degree Students

2021 ◽  
Author(s):  
Pongsakorn Limna ◽  
Supaprawat Siripipatthanakul
Keyword(s):  
Student Satisfaction ◽  
Relationship Management ◽  
Online Degree

scholarly journals The Role of Co-Creating Value and Its Outcomes in Higher Education Marketing

2021 ◽  
Vol 13 (12) ◽  
pp. 6724
Author(s):  
Lien Thi Kim Nguyen ◽  
Tom Meng-Yen Lin ◽  
Hoang Phuong Lam
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
University Image ◽  
Education Marketing ◽  
University Experience ◽  
The University ◽  
Positive Word Of Mouth

This study examines the role of student co-creation behavior in contributing to student satisfaction, perceived university image, and student positive word of mouth (WOM). Using a sample of 513 students from a Taiwanese university and conducting partial least squares structural equation modeling, the findings indicate that co-creating value is critical to student satisfaction, university image, and positive WOM. The results also show the effect of student satisfaction and university image on student positive WOM. This study confirms the pivotal role of student participation in co-creating value in enhancing satisfaction with the university experience, creating and sustaining a positive image, and building the credibility of the university. This research is particularly important to higher education institutions because it has practical implications for decision-makers, brand managers, and HE marketers who wish to improve understanding of the relationship between the university and students in the process of co-creating value and its outcomes.

USING SOCIAL NETWORK PARADIGM FOR DEVELOPING A CONCEPTUAL FRAMEWORK IN CRM

2011 ◽  
Vol 01 (04) ◽  
pp. 63-71
Author(s):  
Mohammad Javad Mosadegh ◽  
Mehdi Behboudi
Keyword(s):  
Social Networks ◽  
Social Network ◽  
New Media ◽  
Conceptual Framework ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Its Analysis ◽  
Analysis Tools

This study develops a conceptual framework for applying social networks in usual CRM models. Recent changing in customer relationship theme and putting new media and network-based paradigm into practice makes it imperative to find how social networks affect CRMs. Accordingly, this study explains the role of social networks in customer relationship management by using its analysis, tools and aspects of this concepts based on CRM models. We have provided a SCRM framework that is based on usual CRM models and incorporates Social networks and its tools, methods and analysis. The framework is combination of Social networks concept and traditional CRM concepts.

Outsourcing relationship management: accounting in the decision mix

2018 ◽  
Vol 39 (5) ◽  
pp. 41-49
Author(s):  
Mirghani Nimir Ahmed
Keyword(s):  
Management Accounting ◽  
Accounting Information ◽  
Relationship Management ◽  
Internal Audit ◽  
Management Control ◽  
Control Mechanisms ◽  
Monitoring Cost ◽  
Content Type

Purpose The paper aims to examine the role of management accounting and accounting information in decisions to outsource and manage outsourcing relationships. Design/methodology/approach The paper uses a case study method. Data are collected through semi-structured interviews and informal discussions with executives of the participating companies. Official documents and secondary materials were analysed. Findings The findings of these cases present evidence of some roles given to accounting information and varying tasks assumed by accountants and finance staff in the outsourcing projects undertaken. These roles and tasks range from financial evaluation of new outsourcing proposals and alternatives, consultation and price negotiations in the planning and feasibility stages to the management of outsourcing relationships including monitoring, cost analysis, performance measurement, internal audit, design and implementation of risk-reward payment schemes. Managing the outsourced functions in one case involved in the use of informal control mechanisms such as trust, knowledge sharing, mutual understanding and cooperation between partners. Practical implications The paper highlights the role of management accounting and information in outsourcing relationship management and evaluation. The case findings provide the opportunity for management practitioners to understand the strategic role of management accountants in the management of inter-firm relationships. Originality/value The case study presents new empirical evidence of the role of management accounting and accounting information in the management control of outsourcing relationships.

scholarly journals The mediating role of customer relationship management between e-supply chain management and competitive advantage

2022 ◽  
Vol 6 (1) ◽  
pp. 263-272 ◽  
Author(s):  
Abdalrazzaq Aloqool ◽  
Malek Alharafsheh ◽  
Hadeel Abdellatif ◽  
Lana Ahmad Suleiman Alghasawneh ◽  
Jassim Ah-mad Al-Gasawneh
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management ◽  
Competitive Position ◽  
The Relationship

The purpose of this study is to explore the role of implementing e-supply chain management (E-SCM) on the competitive position of companies and whether implementing customer relationship management (CRM) can affect the relationship between E-SCM and competitive advantage. To achieve this objective, a quantitative approach was utilized. A total of 300 questionnaires were distributed where 243 questionnaires were returned, with 17 incomplete questionnaires being excluded, leaving 226 usable questionnaires. PLS-SEM software was used to analyze the data. The results of this study demonstrate the imperative role of implementing E-SCM and CRM on creating a competitive advantage for firms. It also shows that CRM mediates the relationship between E-SCM and competitive advantage, suggesting that utilizing different technologies can help firms better communicate with their customers and thus better serve them which in turn will enhance customers’ satisfaction and thus boost the competitive position of the firm.

The Role of Emerging Technologies in Developing and Sustaining Diverse Suppliers in Competitive Markets

2013 ◽  
pp. 95-105
Author(s):  
Alvin J. Williams
Keyword(s):  
Relationship Management ◽  
Customer Relationship ◽  
Direct Impact ◽  
Goods And Services ◽  
Electronic Procurement ◽  
Management Processes ◽  
Business Customers ◽  
Business To Business

As organizations seek to maintain competitiveness in an ever-challenging global economic environment, considerable attention has been focused on rationalizing and realigning supply bases to match market realities. Firms are reducing and restructuring the number and types of suppliers from which they buy goods and services worldwide. This restructuring has a direct impact on minority suppliers. This chapter focuses on how minority suppliers can use technology, with particular focus on electronic procurement systems and related methods, to strengthen performance and attractiveness to potential business-to-business customers. Through the use of e-procurement, electronic auctions, and multiple customer relationship management processes, minority firms can strengthen relationships that lead to long-term success.

The Role of Professional Protocols

2014 ◽  
pp. 106-132
Author(s):  
Kiyomi D. Deards ◽  
Jolie O. Graybill
Keyword(s):  
Student Satisfaction ◽  
Work Environment ◽  
Succession Planning ◽  
Research Library ◽  
Professional Behavior ◽  
The Future ◽  
Positive Work Environment ◽  
Positive Work

The cultivation of professionalism is a necessary part of training the academic and research library leaders of the future. By incorporating professionalism into succession planning efforts, individuals acquire skills that will serve them across institutions as they transition between positions of power. For the purposes of this study, the aspects of professionalism were divided into four main categories: etiquette, professional behavior, personal presentation, and space (how people fill and use it). This chapter examines existing literature and contains the results of a survey of how library employees feel about professional protocols. It argues that the observance of professional protocols can impact student satisfaction as well as create a more positive work environment. Results of the survey indicate that libraries value professionalism with an emphasis on professional behavior.

CRM for Academic Institution and Universities

2013 ◽  
pp. 198-204 ◽  
Author(s):  
Viral Nagori
Keyword(s):  
Graduate Students ◽  
Service Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Academic Environment ◽  
Academic Institutions ◽  
Graduate Courses ◽  
Long Run ◽  
Major Emphasis

“Keep your customers happy and satisfied to create value in the long run for the firm.” The statement is the motto of all business organisations to become a successful enterprise. Customer relationship management is mainly used to identify the buying habits of the customers, analyse trends and patterns, and market the product to the targeted customers. Academic institutions and universities are considered as a service industry, so the scope and role of CRM would be drastically different compared to manufacturing industries. In the Indian context, the main customers of the institutions or universities are parents of the students who spend significant amount on their children’s education. The companies that recruit graduate students are also considered as the customer for academic institutions and universities. The chapter discusses the fundamentals of CRM, its uses and application in academic environment, and technology supporting CRM. The major emphasis of the chapter is on how to automate communication among the students, parents, and faculties. The chapter also focuses on streamlining and providing the details of the performance of students for the campus interview and final placements to the companies. The chapter also throws light on the role of technology in CRM implementation in academic institutions and universities. Advantages offered by CRM in academic environment are also discussed. The chapter provides guidelines for successful implementations of CRM in academic environment. To narrow down the scope of the study, it is confined to CRM for academic institutions universities offering higher education (graduate/post graduate courses) in Indian environment.

The Role of Prosumers in the Interactive and Digital Processes of Public Relations

2020 ◽  
pp. 161-174
Author(s):  
Marta Pulido Polo
Keyword(s):  
Public Relations ◽  
Relationship Management ◽  
Opinion Leader ◽  
Traditional Model ◽  
Dialogic Communication ◽  
Digital Community ◽  
Strategic Processes ◽  
Common Interests ◽  
Digital Processes

Public relations describe strategic processes of relationship management that organizations that seek excellence promote with their stakeholders. The purpose of these processes is to generate and maintain a dialogic communication system through which to generate a climate of reciprocity based on the search for common interests, agreements, and expectations. Under this approach, this chapter analyzes the figure of the influencer as a new category of emerging stakeholder, an opinion leader 2.0 capable of generating a state of opinion in the digital community that transcends the general traditional public opinion, surpassing the traditional model two-step flow of communication.

The Role of Brand Loyalty on CRM Performance

2015 ◽  
pp. 413-446 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Brand Loyalty ◽  
Customer Value ◽  
Relationship Management ◽  
Customer Relationship ◽  
Management Performance ◽  
Business Goals ◽  
Positive Effect

This chapter introduces the framework and causal model of customer value, customer satisfaction, brand loyalty, and customer relationship management performance in terms of the innovative manufacturing and marketing solutions. It argues that dimensions of customer value, customer satisfaction, and brand loyalty have mediated positive effect on customer relationship management performance. Furthermore, brand loyalty positively mediates the relationships between customer value and customer relationship management performance and between customer satisfaction and customer relationship management performance. Customer value is positively correlated with customer satisfaction. Understanding the theoretical learning is beneficial for organizations aiming to increase customer relationship management performance and achieve business goals.

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