Advances in Marketing, Customer Relationship Management, and E-Services (AMCRMES): 62 Volumes

Series Editor(s): Eldon Y. Li (National Chengchi University, Taiwan & California Polytechnic State University, USA)

ISSN: 2327-5502|EISSN: 2327-5529

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Institutions: Print

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Description

Business processes, services, and communications are important factors in the management of good customer relationship, which is the foundation of any well organized business. Technology continues to play a vital role in the organization and automation of business processes for marketing, sales, and customer service. These features aid in the attraction of new clients and maintaining existing relationships.

The Advances in Marketing, Customer Relationship Management, and E-Services (AMCRMES) Book Series addresses success factors for customer relationship management, marketing, and electronic services and its performance outcomes. This collection of reference source covers aspects of consumer behavior and marketing business strategies aiming towards researchers, scholars, and practitioners in the fields of marketing management.

Topics Covered

B2B marketing
Cases on CRM Implementation
Cases on Electronic Services
CRM and customer trust
CRM in financial services
CRM strategies
Customer Relationship Management
Customer Retention
Data mining and marketing
Database marketing
E-Service Innovation
Electronic Services
Ethical Considerations in E-Marketing
Legal Considerations in E-Marketing
Mobile CRM
Mobile services
Online Community Management and Behavior
Relationship marketing
Social Networking and Marketing
Telemarketing
Text Mining and Marketing
Web Mining and Marketing

Titles in Series

Analyzing Attachment and Consumers' Emotions: Emerging Research and Opportunities

Giuseppe Pedeliento (University of Bergamo, Italy)

In the rapidly changing landscape of society, understanding how consumers make purchasing decisions is essential to the success of any product or service organizatio...

Building Brand Identity in the Age of Social Media: Emerging Research and Opportunities

Amir Ekhlassi (University of Tehran, Iran), Mahdi Niknejhad Moghadam (University of Tehran, Iran), Amir Mohammad Adibi (University of Tehran, Iran)

To survive in today’s competitive business environment, marketing professionals must look to develop innovative methods of reaching their customers and stakeholders....

Neuromarketing and Big Data Analytics for Strategic Consumer Engagement: Emerging Research and Opportunities

Joana Coutinho de Sousa (Unlimited-Hashtag, Portugal)

A new sub-area of marketing is emerging called neuromarketing. It combines psychology, neuroscience, and economics with the study of consumer motivations. This is le...

Holistic Approaches to Brand Culture and Communication Across Industries

Sabyasachi Dasgupta (O.P. Jindal Global University, India), Santosh Kumar Biswal (Symbiosis International University, India), M. Anil Ramesh (Siva Sivani Institute of Management, India)

The world of brands is undergoing a sea of change in the domain of consumer culture and it has become a challenge to cater to the minds of audiences. As such, effect...

Multi-Platform Advertising Strategies in the Global Marketplace

Kenneth C. C. Yang (The University of Texas at El Paso, USA)

In today’s multi-platform ecosystem, marketers rely on advertisements that can be accessed across multiple digital platforms to enhance audience engagement and outre...

Digital Marketing Strategies for Fashion and Luxury Brands

Wilson Ozuem (University of Gloucestershire, UK), Yllka Azemi (Indiana University Northwest, USA)

Online shopping has become increasingly popular due to its availability and ease. As a result, it is important for companies that sell high-end products to maintain...

Exploring the Rise of Fandom in Contemporary Consumer Culture

Cheng Lu Wang (University of New Haven, USA)

Every company wants their business to have a strong, loyal following, but achieving this feat can be a challenge. Examining the growth of fandom popularity in modern...

Driving Customer Appeal Through the Use of Emotional Branding

Ruchi Garg (BML Munjal University, India), Ritu Chhikara (BML Munjal University, India), Tapan Kumar Panda (BML Munjal University, India), Aarti Kataria (Management Development Institute, India)

The value of advertising has always been an effective way to increase consumerism among customers. Through the use of emotional branding, companies and organizations...

Building Brand Equity and Consumer Trust Through Radical Transparency Practices

Elena Veselinova (Goce Delčev University of Štip, Macedonia), Marija Gogova Samonikov (Goce Delčev University of Štip, Macedonia)

The creation of business value and competitive advantage is crucial to any company in the modern corporate sector. By developing positive relationships with consumer...

Driving Traffic and Customer Activity Through Affiliate Marketing

Surabhi Singh (Jaipuria School of Business, India)

Technological developments have created new opportunities for contemporary businesses. Online stores can now utilize a specific branch of marketing in order to maxim...

Encouraging Participative Consumerism Through Evolutionary Digital Marketing: Emerging Research and Opportunities

Hans Ruediger Kaufmann (University of Nicosia, Cyprus), Agapi Manarioti (The Brand Love, Cyprus)

Technology has changed the buying and selling industry. Research of various consumer patterns can result in an increase of profits of organizations and corporations....

Strategic Marketing Management and Tactics in the Service Industry

Tulika Sood (JECRC University, India)

Customer satisfaction is a critical factor to the potential success or failure of a business. By implementing the latest marketing strategies, organizations can bett...

Narrative Advertising Models and Conceptualization in the Digital Age

Recep Yılmaz (Ondokuz Mayis University, Turkey)

The ubiquity of technology in modern society has opened new opportunities for businesses to employ marketing strategies. Through digital media, new forms of advertis...

Socio-Economic Perspectives on Consumer Engagement and Buying Behavior

Hans Ruediger Kaufmann (University of Applied Management Studies Mannheim, Germany & University of Nicosia, Cyprus), Mohammad Fateh Ali Khan Panni (City University, Bangladesh)

In modern business practices, marketing dimensions are changing with new opportunities appearing in consumer behavioral contexts. By studying consumer activities, bu...

Green Marketing and Environmental Responsibility in Modern Corporations

Thangasamy Esakki (Nagaland University, India)

In modern society, it has become increasingly important to consumers that their products be environmentally safe. Green marketing is the most efficient way for corpo...

Promotional Strategies and New Service Opportunities in Emerging Economies

Vipin Nadda (University of Sunderland, UK), Sumesh Dadwal (Northumbria University, UK), Roya Rahimi (University of Wolverhampton, UK)

Continuous improvements in emerging economies have created more opportunities for industrialization and rapid growth. This not only leads to higher standards in acco...

Strategic Uses of Social Media for Improved Customer Retention

Wafaa Al-Rabayah (Independent Researcher, Jordan), Rawan Khasawneh (Jordan University of Science and Technology, Jordan), Rasha Abu-shamaa (Yarmouk University, Jordan), Izzat Alsmadi (Boise State University, USA)

Social networking venues have increased significantly in popularity in recent years. When utilized properly, these networks can offer many advantages within business...

Analyzing Children's Consumption Behavior: Ethics, Methodologies, and Future Considerations

Jony Haryanto (President University, Indonesia), Luiz Moutinho (Dublin City University, Ireland)

To gain the most competitive edge, marketers must continually optimize their promotional strategies. While the adult population is a prominent target, there is signi...

Handbook of Research on Leveraging Consumer Psychology for Effective Customer Engagement

Norazah Mohd Suki (Universiti Malaysia Sabah, Malaysia)

Consumer behavior is becoming increasingly complex in the current global market. A broader understanding of the psychologically-driven motivation of consumers and ch...

Handbook of Research on Strategic Retailing of Private Label Products in a Recovering Economy

Mónica Gómez-Suárez (Universidad Autónoma de Madrid, Spain), María Pilar Martínez-Ruiz (University of Castilla-La Mancha, Spain)

As the global market continues to recuperate from economic downfall, it is essential for private label products to find ways to compete with alternatives offered by...

Handbook of Research on Consumerism and Buying Behavior in Developing Nations

Ayantunji Gbadamosi (University of East London, UK)

Having a grasp on what appeals to consumers and how consumers are making purchasing decisions is essential to the success of any organization that thrives by offerin...

Managing Public Relations and Brand Image through Social Media

Anurag Singh (Banaras Hindu University, India), Punita Duhan (Meera Bai Institute of Technology, India)

Each consumer now has the power to be a journalist, reviewer, and whistle blower. The prevalence of social media has made it possible to alter a brand’s reputation w...

Handbook of Research on Promotional Strategies and Consumer Influence in the Service Sector

Upendra Singh Panwar (Shri Govindram Seksaria Institute of Technology and Science, India), Raj Kumar (Banaras Hindu University, India), Nilanjan Ray (Netaji Mahavidyalaya, India)

Economic growth is directly impacted by a multitude of different industries; in recent years, the service industry has emerged as a significant contributor to the gl...

Global Marketing Strategies for the Promotion of Luxury Goods

Fabrizio Mosca (University of Turin, Italy), Rosalia Gallo (Universitat Autònoma de Barcelona, Spain)

Vast markets for high-symbolic-value goods serve as an expansive worldwide arena where luxury brands and products compete for consumer attention. As global luxury ma...

Global Perspectives on Contemporary Marketing Education

Brent Smith (Saint Joseph's University, USA), Amiram Porath (AmiPorCon Ltd, Israel)

A successful marketing department has the power to make or break a business. Today, marketing professionals are expected to have expertise in a myriad of skills and...

Competitive Social Media Marketing Strategies

Wilson Ozuem (University of Gloucestershire, UK), Gordon Bowen (Regent's University London, UK)

Consumer interaction and engagement are vital components to help marketers maintain a lasting relationship with their customers. To achieve this goal, companies must...

Product Innovation through Knowledge Management and Social Media Strategies

Alok Kumar Goel (CSIR Human Resource Development Centre, India), Puja Singhal (Amity University, India)

Companies competing on a global scale must endeavor to launch new initiatives, products, and services aimed to set them apart from their competitors. Integrating tec...

Fuzzy Optimization and Multi-Criteria Decision Making in Digital Marketing

Anil Kumar (ABV-Indian Institute of Information Technology & Management, India), Manoj Kumar Dash (ABV-Indian Institute of Information Technology & Management, India)

The decision-making process has become a challenge in modern organizations due to increased access to information and large data sets. When considering single-criter...

Trends and Innovations in Marketing Information Systems

Theodosios Tsiakis (Alexander Technological Educational Institute of Thessaloniki, Greece)

Information technology has helped to facilitate the development of various marketing techniques, thus enabling a more efficient distribution of the data that are ess...

Capturing, Analyzing, and Managing Word-of-Mouth in the Digital Marketplace

Sumangla Rathore (Sir Padampat Singhania University, India), Avinash Panwar (Sir Padampat Singhania University, India)

With the growth of information technology—and the Internet in particular—many new communication channels and platforms have emerged. These platforms are focused on b...

Strategic Customer Relationship Management in the Age of Social Media

Amir Khanlari (University of Tehran, Iran)

In today's society, organizations are looking to optimize potential social interactions and increase familiarity with customers by developing relationships with...

Maximizing Commerce and Marketing Strategies through Micro-Blogging

Janée N. Burkhalter (Saint Joseph’s University, USA), Natalie T. Wood (Saint Joseph’s University, USA & Edith Cowan University, Australia)

The Internet is quickly becoming a commonly used tool for business-customer interaction. Social media platforms that were once typically reserved for personal use ar...

Analyzing the Cultural Diversity of Consumers in the Global Marketplace

Juan Miguel Alcántara-Pilar (University of Granada, Spain), Salvador del Barrio-García (University of Granada, Spain), Esmeralda Crespo-Almendros (University of Granada, Spain), Lucia Porcu (University of Granada, Spain)

The key to any marketing strategy is finding a way to reach and appeal to the consumer. In the case of a diverse consumer pool, marketers must strive to direct their...

Engaging Consumers through Branded Entertainment and Convergent Media

Jose Marti Parreno (Universidad Europea de Valencia, Spain), Carla Ruiz Mafe (Universidad de Valencia, Spain), Lisa Scribner (University of North Carolina Wilmington, USA)

Branded entertainment is gaining popularity within marketing communications strategies. Blurring the lines between advertisements and editorial content, branded mark...

Handbook of Research on Integrating Social Media into Strategic Marketing

Nick Hajli (Newcastle University Business School, UK)

To survive in today’s competitive business environment, marketing professionals must look to develop innovative methods of reaching their customers and stakeholders....

Customer Relationship Management Strategies in the Digital Era

Süphan Nasır (Istanbul University, Turkey)

In today’s global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and...

Handbook of Research on Effective Advertising Strategies in the Social Media Age

Nurdan Öncel Taşkıran (Ondokuz Mayıs University, Turkey), Recep Yılmaz (Ondokuz Mayıs University, Turkey)

Social media pervades people’s awareness and everyday lives while also influencing societal and cultural patterns. In response to the social media age, advertising a...

Understanding Consumer Behavior and Consumption Experience

Rajagopal (EGADE Business School, Tecnologico de Monterrey, Mexico), Raquel Castaño (EGADE Business School, Tecnologico de Monterrey, Mexico)

Success in the business world is not strictly reliant on producing valuable and in-demand products. Without a proper understanding of the consumers that a business m...

Emerging Trends and Innovation in Sports Marketing and Management in Asia

Ho Keat Leng (Nanyang Technological University, Singapore), Noah Yang Hsu (Aletheia University, Taiwan)

Once only associated with North America and Europe, formal athletic events are now becoming more prevalent in Asia as well. With the expansion of this industry, ther...

Cases on Branding Strategies and Product Development: Successes and Pitfalls

Sarmistha Sarma (Institute of Innovation in Technology and Management, Guru Gobind Singh Indraprashtha University, India), Sukhvinder Singh (Institute of Innovation in Technology and Management, Guru Gobind Singh Indraprashtha University, India)

The process of creating iconic brands varies from product to product and market to market. Effective branding strategies are imperative to success in a competitive m...

Handbook of Research on Managing and Influencing Consumer Behavior

Hans-Ruediger Kaufmann (University of Nicosia, Cyprus & International Business School at Vilnius University, Lithuania)

In recent years, all types of businesses have increasingly focused on the importance of the relationship with the customer. Customer knowledge management has become...

Computer-Mediated Marketing Strategies: Social Media and Online Brand Communities

Gordon Bowen (Regent’s University, UK), Wilson Ozuem (University of Gloucestershire, UK)

For years, technology has been the impetus for progress in various processes, systems, and businesses; it shows no sign of ceasing further development. The applicati...

Market Research Methodologies: Multi-Method and Qualitative Approaches

Amandeep Takhar-Lail (University of Bedfordshire, UK), Ali Ghorbani (Payame Noor University, Iran)

Human inquiry has served as the impetus for a number of developments throughout history. Seeking new knowledge about the world around us helps to drive our progress...

Handbook of Research on Effective Marketing in Contemporary Globalism

Bryan Christiansen (PryMarke, LLC, USA), Salih Yıldız (Gümüşhane University, Turkey), Emel Yıldız (Gümüşhane University, Turkey)

The 21st century has brought about many changes in the economic realm due to acceleration of globalization. The competitive landscape in numerous areas must always b...

Strategic Marketing in Fragile Economic Conditions

Irene Samanta (Graduate Technological Education Institute of Piraeus, Greece)

In a time of economic downturn, effective marketing becomes increasingly difficult. In order to remain competitive and prosperous, organizations must strategically a...

Brand Management in Emerging Markets: Theories and Practices

Cheng Lu Wang (University of New Haven, USA), Jiaxun He (East China Normal University, China)

Worldwide brand competition has been facing new challenges as emerging markets evolve upon the global stage. Despite the fact that brand building among new markets i...

Handbook of Research on Retailer-Consumer Relationship Development

Fabio Musso (University of Urbino, Department of Economics, Society and Politics (DESP), Italy), Elena Druica (University of Bucharest, Department of Economic and Administrative Sciences, Romania)

Though based on an economic transition, retailer-consumer relationship is also influenced by non-economic factors and is a context of social interaction. With the em...

Strategies in Sports Marketing: Technologies and Emerging Trends

Manuel Alonso Dos Santos (Universidad Católica de la Santísima Concepción, Chile)

The application of marketing concepts to sports products and services is vital to the success of the industry. When appealing to the target audience of an event, it...

Handbook of Research on Consumerism in Business and Marketing: Concepts and Practices

Hans-Ruediger Kaufmann (University of Nicosia, Cyprus & International Business School at Vilnius University, Lithuania), Mohammad Fateh Ali Khan Panni (City University, Bangladesh)

The modern era of business has prompted an increased focus on the consumer and the responsibility of corporations to consider their ethical and social obligations to...

Handbook of Research on Management of Cultural Products: E-Relationship Marketing and Accessibility Perspectives

Lucia Aiello (Unviersitas Mercatorum, Italy)

An integrated approach to investigate, create, and propose a model for the value creation of cultural products is essential in maintaining its connection with e-rela...

Marketing in the Cyber Era: Strategies and Emerging Trends

Ali Ghorbani (Payame Noor University, Iran)

The growth of new technologies, internet, virtualization, and the globalization of production and consumption has given focus on new marketing strategies in the cybe...

Transcultural Marketing for Incremental and Radical Innovation

Bryan Christiansen (PryMarke, LLC, USA), Salih Yıldız (Gümüşhane University, Turkey), Emel Yıldız (Gümüşhane University, Turkey)

As technology continues to drive innovation and impact societies across multiple national boundaries and cultures, new approaches towards marketing products must be...

Progressive Trends in Knowledge and System-Based Science for Service Innovation

Michitaka Kosaka (Japan Advanced Institute of Science and Technology, Japan), Kunio Shirahada (Japan Advanced Institute of Science and Technology, Japan)

Scientific investigation in the service industry has produced a major effect on productivity and quality in order to lead to new services. With ever-evolving interne...

Innovations in Services Marketing and Management: Strategies for Emerging Economies

Anita Goyal (Indian Institute of Management (IIM), Lucknow, India)

Modern corporations face a variety of challenges and opportunities in the field of sustainable development. Properly managing assets and maintaining effective relati...

Internet Mercenaries and Viral Marketing: The Case of Chinese Social Media

Mei Wu (University of Macau, Macau), Peter Jakubowicz (The Chinese University of Hong Kong, Hong Kong), Chengyu Cao (Tsinghua University, China)

Social media and emerging internet technologies have expanded the ideas of marketing approaches. In particular, the phenomenon of the internet in China challenges th...

Cases on Consumer-Centric Marketing Management

Vimi Jham (Institute of Management Technology, Dubai, UAE), Sandeep Puri (Institute of Management Technology, Ghaziabad, India)

As marketing strategies remain an essential tool in the success of an organization or business, the study of consumer-centered behavior is valuable in the improvemen...

Organizations and Social Networking: Utilizing Social Media to Engage Consumers

Eldon Y. Li (National Chengchi University, Taiwan & California Polytechnic State University, USA), Stanley Loh (Lutheran University of Brasil (ULBRA), Brazil & Technology Faculty Senac Pelotas, Brazil), Cain Evans (University of Central England in Birmingham, UK), Fabiana Lorenzi (Lutheran University of Brasil (ULBRA), Brazil)

The modern business landscape demands that organizations maintain an online presence to network with their customers and investors. Therefore, understanding the link...

Consumer Information Systems and Relationship Management: Design, Implementation, and Use

Angela Lin (University of Sheffield, UK), Jonathan Foster (University of Sheffield, UK), Paul Scifleet (Charles Sturt University, Australia)

Businesses continue to design and implement a variety of information systems that facilitate the creation, aggregation, and provision of product-related information...

Marketing Decision Making and the Management of Pricing: Successful Business Tools

Dr. Rajagopal (EGADE Business School, Tecnologico de Monterrey (ITESM), Mexico)

The task of pricing a specific product or service is significant in maximizing the profits of business organizations. Therefore, the management of ideal pricing stra...

Online Advertising and Promotion: Modern Technologies for Marketing

Payam Hanafizadeh (Allameh Tabataba'i University, Iran), Mehdi Behboudi (Islamic Azad University, Iran)

Advertising, just like medicine and engineering, is a universal discipline of study, providing insight into understanding the business process anywhere in the world....

Advanced Technologies Management for Retailing: Frameworks and Cases

Eleonora Pantano (University of Calabria, Italy), Harry Timmermans (Eindhoven University of Technology, The Netherlands)

The application of advanced technologies to point of sale systems is a promising and relatively unexplored field of study, in particular when considering the introdu...

Mobilized Marketing and the Consumer: Technological Developments and Challenges

Gonca Telli Yamamoto (Okan University, Turkey)

In the last twenty years, the Internet and information technologies in general have evolved creating numerous changes and developments in regard to the circulation o...

Editor(s) Biography

Eldon Y. Li is the University Chair Professor of Management Information Systems at National Chengchi University in Taiwan. He is also professor emeritus of MIS in the College of Business at California Polytechnic State University, USA. In the past, he was a professor and Dean of the College of Informatics at Yuan Ze University in Taiwan, a professor and coordinator of the MIS Program at California Polytechnic, as well as a professor and Founding Director of the Graduate Institute of Information Management at National Chung Cheng University in Chia-Yi, Taiwan. He holds a PhD (1982) from Texas Tech University and is the editor-in-chief of several international journals. His current research interests include service science, entrepreneurship and technology management, electronic business, research methods, and information systems management.

Editorial Advisory Board

Editor-in-Chief

Eldon Y. Li, National Chengchi University, Taiwan & California Polytechnic State University, United States

Editorial Advisory Board

A. Parasuraman, University of Miami, United States

Allen S. Lee, Virginia Commonwealth University, United States

David C. Yen, SUNY College at Oneonta, United States

Detlef Schoder, University of Cologne, Germany

Detmar W. Straub, Georgia State University, United States

Efraim Turban, University of Hawaii, United States

Ephraim R. McLean Georgia State University, United States

Gary Klein, University of Colorado at Colorado Spring, United States

Jef I. Richards, University of Texas at Austin, United States

Jerzy A. Kisielnicki, Warsaw University, Poland

Michael J. Shaw, University of Illinois at Urbana-Champaign, United States

Michael McGrath, Victoria University, Australia

Mike Vitale, Monash University, Australia

Niels Bjørn-Andersen, Copenhagen Business School, Denmark

Ting-Peng Liang, National Sun Yat-Sen University, Taiwan

Vallabh Sambamurthy, Michigan State University, United States