Showing papers in "Journal of Relationship Marketing in 2018"
TL;DR: In this paper, the authors investigated drivers of customer retention in the mobile telecommunications industry worldwide and called on scholars pay to attention to these factors in the scholar's work. But, they did not consider the impact of user experience on customer retention.
Abstract: Previous studies have investigated drivers of customer retention in the mobile telecommunications industry worldwide. These studies call on scholars pay to attention to these factors in the scholar...
57 citations
TL;DR: In this article, the authors investigate the effect of social media on customer loyalty with the mediation of customer co-creation value and to build a customer engagement model through cocreation value, which is supported by product improvement perceived in increasing customer loyalty.
Abstract: This study aims to investigate the effect of social media on customer loyalty with the mediation of customer co-creation value and to build a customer engagement model through co-creation value, which is supported by product improvement perceived in increasing customer loyalty. The data collection employed a survey method with structured questionnaires which were distributed to 150 respondents who were the members of social media product communities in Indonesia. The findings showed that interactions through social media are able to increase customer engagement, facilitaitng collaboration in co-creation value, allowing the company to improve and develop products based on customers' needs and desires, which will eventually increase customer loyalty.
39 citations
TL;DR: In this paper, the authors reviewed the literature on customer relationship management (CRM) to analyze the trends in CRM approaches, activities, tools, and implementation from 2007 to 2011.
Abstract: The purpose of this article is to review the literature on customer relationship management (CRM) to analyze the trends in CRM approaches, activities, tools, and implementation from 2007 to...
21 citations
TL;DR: The vastness of the individual database and the huge amount of informa... as discussed by the authors, the world's biggest digital platform, is the most popular social media platform and millions of consumers are logging onto Facebook.
Abstract: Social media usage is proliferating and millions of consumers are logging onto Facebook, the world's biggest digital platform. The vastness of the individual database and the huge amount of informa...
16 citations
TL;DR: The diversity of approaches to customer relationship management brings about the need for systematic reviews as discussed by the authors, and the objective of this article is to identify and categorize the most used publica...
Abstract: The diversity of approaches to customer relationship management (CRM) brings about the need for systematic reviews. The objective of this article is to identify and categorize the most used publica...
14 citations
TL;DR: In this paper, the authors examined the relationship between brand attachment and emotional well-being of consumers based on the need for personal image management and feelings of arrogant prorogation.
Abstract: The purpose of the study was to examine the relationship between brand attachment and emotional well-being of consumers based on the need for personal image management and feelings of arrogant prid...
13 citations
TL;DR: Customer relationship management (CRM) is the widely accepted approach for gathering, examining, understanding and translating information related to customers into managerial action as mentioned in this paper, which is also referred to as human-centric CRM.
Abstract: Customer relationship management (CRM) is the widely accepted approach for gathering, examining, understanding and translating information related to customers into managerial action. CRM is invest...
13 citations
TL;DR: The authors looked at social media from the brand's perspective by testing theoretical links between brand-action antecedents and found that the theoretical link between the two sets of antecedent examples is a good fit.
Abstract: Most existing social media research has been user focused. This study looks at social media from the brand's perspective by testing (1) theoretical links between brand-action antecedents an...
12 citations
TL;DR: Zhang et al. as discussed by the authors investigated how consumer's socialization could shed light on social commerce apps behavioral intention (SCABI), and proposed several antecedents of behavioral intention of social commerce purchase decisions.
Abstract: The purpose of this study is to investigate how consumer’s socialization could shed light on social commerce apps behavioral intention (SCABI). Social commerce communication, virtual community trust, post-usage usefulness, perceived enjoyment, subjective norm, attitude toward the apps, and behavioral control are proposed as the several antecedents of behavioral intention of social commerce purchase decisions. Drawn from the Theory of Planned Behavior and social exchange paradigm, a theoretical model was developed and a list of (17) hypotheses was tested empirically. The sample included 230 respondents; structured equation modeling (SEM) was employed for measurement and structural evaluation. Prior to the evaluation of the measurement model and structural relationships, the indices for evaluation of goodness of model fit were obtained and the results show satisfactory values. The statistical results imply a reliable and valid measurement scale and the direct relationships were mostly supported. However, the virtual community trust → post usage usefulness, perceived enjoyment → SCABI, social commerce communication → attitude, attitude → SCABI, and subjective norm → attitude relationships were not supported. Therefore, social media, which is a highly social-related communication platform, plays a pivotal role in consumer decision making for online product purchases. Practical and theoretical implications are discussed. © 2018, © 2018 Taylor & Francis Group, LLC.
11 citations
TL;DR: Using the relationship investment model, this paper examined the effects of satisfaction, relationship investment dimensions, and alternative attractiveness on student commitment and, consequently, student commitment was positively associated with relationship investment.
Abstract: Using the Relationship Investment Model, this study examines the effects of satisfaction, relationship investment dimensions, and alternative attractiveness on student commitment and, consequently,...
11 citations
TL;DR: In this paper, the authors investigate the effect of sales force market orientation and self-efficacy on sales force performance, taking into account the mediator role of sales creativity and innovatio...
Abstract: This research seeks to investigate the effect of sales force market orientation and self-efficacy on sales force performance, taking into account the mediator role of sales creativity and innovatio...
TL;DR: In this paper, a customer loyalty program has become popular across all businesses, but building an effective loyalty program still remains a mystery for most, since the use of Loyalty Programs amongst Indian Indians is still unknown.
Abstract: Though customer loyalty programs have become popular across all businesses, building an effective loyalty program still remains a mystery for most. Since the use of Loyalty Programs amongst Indian ...
TL;DR: In this article, the authors identify factors that influence mobile government service quality from users' perspectives, which are critical to improving government interactions with mobile users and improving government interaction with the public.
Abstract: This study identifies factors that influence mobile government (m-government) service quality from users’ perspectives. Such assessments are critical to improving government interactions wi...
TL;DR: Relationship marketing has become an important part of today's economic research and practice that complements the traditional marketing approach as discussed by the authors, and it has become a reliable theoretical framework for building reliable theoretical models.
Abstract: Relationship marketing has become an important part of today’s economic research and practice that complements the traditional marketing approach. With regard to building a reliable theoretical fou...
TL;DR: In this article, a study, guided by theories of attitude-behavior relation, was conducted to study the relationship between independent sales contractors and independent sales agents, and the results showed that independent contractors have emerged as an important and growing sales and distribution channel.
Abstract: Since the turn of the century, independent sales contractors have emerged as an important and growing sales and distribution channel. This study, guided by theories of attitude-behavior relation, c...
TL;DR: In this paper, a model for brand equity analysis from the consumer perspective expressed in social networks using opinion mining techniques and social network analysis is proposed to analyze five brand equity dimensions: brand awareness, brand loyalty, perceived sentiment, perceived quality and brand associations.
Abstract: Online social networks have expanded their “virtual borders,” making the Internet more like an environment of social interaction than a business tool. However, even before the emergence and expansion of social media, marketing professionals were interested in identifying consumers' perceptions about brands. Thus, operational models have been proposed to facilitate such a task. Those models, however, can be expensive and inconvenient, since the models use questionnaires for data collection. To help overcome this problem, this article proposes a model for brand equity analysis from the consumer perspective expressed in social networks using opinion mining techniques and social network analysis. The application of the proposed model on data collected from Twitter made it possible to analyze five brand equity dimensions: brand awareness, brand loyalty, perceived sentiment, perceived quality, and brand associations. The results reached by the application of the model show that brand equity can be analy...