Journal Contents: International Journal of Customer Relationship Marketing and Management (IJCRMM)

Volume 12 (2021)
Issue 1
Article 1
Understanding Ethical and Other SMEs Internationalisation Determinants and Its Impact on Business Performance: A Primary Attempt to Understand Malaysian SMEs Internationalisation (pages 1-27)
Adyzakrie Mohamad Zaki (Majlis Amanah Rakyat (MARA), GIATMARA, Malaysia), Hatem El-Gohary (College of Business and Economics, Qatar University, Qatar), David Edwards (Birmingham City University, Birmingham, UK)
Article 2
Bidirectional Relationship Between Cash Holdings and Financial Performance for Banks in the MENA Region (pages 28-43)
Sherif El-Halaby (Arab Open University, Kuwait), Sameh Aboul-Dahab (Faculty of Commerce, Kafrelshiekh University, Egypt), Nuha Bin Qoud (King Saud University, Saudi Arabia)
Article 4
The Anti-Consumption Effect on the Car-Sharing Utility (pages 65-83)
Lee Heejung (Kyonggi University, South Korea)
Article 5
Tactics for Influencing the Consumer Purchase Decision Process Using Instagram Stories: Examples From Around the World (pages 84-101)
Hale Fulya Yüksel (Afyon Kocatepe University, Turkey), Ekran Akar (Afyon Kocatepe University, Turkey)
Issue 2
Issue 3
Issue 4
Volume 11 (2020)
Issue 1
Article 1
Perceived Benefits of Loyalty Programs and Relationship Quality (pages 1-18)
Karen Margaret Corbishley (Durban University of Technology, Durban, South Africa), Roger B. Mason (Durban University of Technology, Durban, South Africa), Corne Meintjes (University of Johannesburg, Johannesburg, South Africa)
Article 2
A Study of the Influence of Cross-Channel Integration in Customer Retention (pages 19-30)
Youngkeun Choi (Sangmyung University, Seoul, Korea)
Article 4
Survival of New Institutional Sociology Theory: The Case of Environmental Management Accounting in the Egyptian Context (pages 50-63)
Mohamed Yassin (College of Business Administration, University of Bahrain, Bahrain & Faculty of Commerce, Tanta University, Egypt), Salah A. Ali (College of Business Administration, University of Bahrain, Bahrain & Faculty of Commerce, Assiut University, Egypt)
Article 5
The Reality of Financing Small Tourism Firms: The Case of Indian Tourism SMEs (pages 64-80)
Javed Hussain (Birmingham City University, Birmingham, UK), Navjot Sandhu (Birmingham City University, Birmingham, UK), Hatem El-Gohary (College of Business & Economics, Qatar University, Qatar), David J. Edwards (Birmingham City Business School, Birmingham City University, Birmingham, UK)
Issue 2
Article 1
An Evaluation of Toronto's Destination Image Through Tourist Generated Content on Twitter (pages 1-16)
Hillary Clarke (Edinburgh Napier University, Edinburgh, UK), Ahmed Hassanien (Edinburgh Napier University, Edinburgh, UK)
Article 2
Consumers' Perceived Value in Internet Shopping: An Empirical Study (pages 17-36)
Rama Mohana Rao Katta (Department of Commerce and Management Studies, Andhra University, Visakhapatnam, India), Chandra Sekhar Patro (Gayatri Vidya Parishad College of Engineering (Autonomous), Visakhapatnam, India)
Article 3
Impact of Food and Beverage Quality on Passenger Satisfaction in Indian Railways (pages 37-52)
Ravi Dandotiya (Chitkara University, Punjab, India), Pranav Aggarwal (Chitkara University, Punjab, India), Ram Gopal (Chitkara University, Punjab, India)
Article 4
Specific Human Resource Practices Towards Middle Managers and Their Effects on Their Strategic Roles: A Case of Large Tunisian Companies Participating in Industrial Upgrading Program (pages 53-70)
Fakher Moncef Jaoua (College of Economics and Administrative Sciences, Riyadh, Al Imam Mohammad ibn Saud Islamic University, Riyadh, Saudi Arabia & University of Sfax, Sfax, Tunisia)
Article 5
Testing the Impact of Social CRM on Firm Performance: The Role of Customer Engagement, Innovation Performance and Social Media Use (pages 71-85)
Wafa Belkahla Hakimi (Université de Tunis El Manar, Ecole Nationale d'Ingénieurs de Tunis, Tunis, Tunisia & Université de Tunis, Institut Supérieur de Gestion de Tunis, Tunis, Tunisia), Amira Mehdi (Université de Tunis, Institut Supérieur de Gestion de Tunis, Tunis, Tunisia)
Issue 3
Article 1
Understanding the Drivers and Consequences of Trust Toward Hotel Websites Under Different Cultural Contexts (pages 1-24)
Hassan Alboqami (Faculty of Business Administration, University of Tabuk, Saudi Arabia)
Article 3
The Effects of CSR on Tourist Loyalty Toward Rural Hospitality Enterprises and the Moderating Effects of Religiosity: CSR and Tourist Loyalty (pages 39-59)
Sattam Saud Alrowais (Nottingham Trent University, UK), Wendy Chapple (Nottingham Business School, Nottingham, UK), Mohamed Sobhy Tawfik Abdelwahab (University of Sadat City, Egypt & Nottingham Trent University, Nottingham, UK), Sameh Abd-el Maksoud Mohamed Aboul-Dahab (Department of Business Administration, Faculty of Commerce, Kafrelsheikh University, Kafrelsheikh City, Egypt)
Article 4
The Impact of Customer Relationship Management and Organizational Culture on Mass Customization Capability and Firm Performance (pages 60-81)
Inayat Ullah (G H Raisoni College of Engineering, Nagpur, India), Rakesh Narain (Motilal Nehru National Institute of Technology, Allahabad, India)
Article 5
The Effect of eWOM on E-Loyalty: The Mediating Role of E-Satisfaction (pages 82-100)
Haneen Hasan (The University of Jordan, Jordan), Hani H. Al-Dmour (The Univeristy of Jordan, Jordan), Rand H. Al-Dmour (The University of Jordan, Jordan)
Issue 4
Article 1
The Role of Employee's Innovative Behavior in Strengthening the Impact of Customer Participation on Customer Engagement (pages 1-19)
Elsayed Sobhy Ahmed Mohamed (Business Administration Department, Faculty of Commerce, Tanta University, Egypt)
Article 2
Perceptions of the UAE's Government Communicators Regarding Social Media Roles (pages 20-35)
Elsayed Darwish (Zayed University, UAE)
Article 3
Communication Strategies and Information Choice Strategy of the Arab Tourists: The Mediating Role of Situational Characteristics (pages 36-47)
Bilal Ahmad Ali Al-khateeb (Department of Business Administration, Imam Mohammad Ibn Saud Islamic University, Saudi Arabia), Mohammad Abdel-Hammed Ali Al-Hussein (Department of Finance and Managerial Science, Aqaba University College, Al-Balqa' Applied University (BAU), Jordan)
Article 4
The Influence of Employer Branding on Employer Attractiveness and Employee Engagement and Retention: Ten Years of Literature (pages 48-69)
Nasser Fathi Easa (Beirut Arab University, Lebanon & Alexandria University, Egypt), Ayman Mahmoud Bazzi (Beirut Arab University, Lebanon)
Article 5
The Impact of Firm Characteristics on Corporate Financial Performance in Emerging Markets: Evidence From Egypt (pages 70-89)
Salah A. Ali (University of Bahrain, Bahrain & Assiut University, Egypt), Mohamed Yassin (University of Bahrain, Bahrain & Tanta University, Egypt), Rania AbuRaya (University of Bahrain, Bahrain & Assiut University, Egypt)
Volume 10 (2019)
Issue 1
Article 1
Social Media Strategies and Students' Satisfaction at Egyptian Universities (pages 1-16)
Nasser Fathi Easa (Alexandria University, Alexandria, Egypt)
Article 2
The Role of Customer Commercial Knowledge Management in Improving the Performance of Employees of Insurance Firms in Iran (pages 17-33)
Bagher Asgarnezhad Nouri (University of Mohaghegh Ardabili, Ardabil, Iran), Fahimeh Oleykie (University of Mohaghegh Ardabili, Ardabil, Iran), Milad Soltani (European University of Cyprus, Engomi, Cyprus)
Article 3
Impacts of COSER Strength on Service Loyalty: Case of Automobile Repair Service in Tunisia (pages 34-47)
Manel Ben Ayed (LRM-FSEG, University of Sfax, Sfax, Tunisia)
Article 4
The Impact of Customer Churn Factors (CCF) on Customer's Loyalty: The Case of Telecommunication Service Providers in Egypt (pages 48-70)
Hussein Moselhy Syead Ahmed (Faculty of Commerce, Kafrelsheikh University, Kafr el-Sheikh, Egypt)
Issue 2
Article 1
A Structural Evaluation of University Brand Equity Dimensions: Evidence from Private Indian University (pages 1-20)
Vikrant Kaushal (School of Hotel Management and Tourism, Lovely Professional University, Phagwara, India), Nurmahmud Ali (School of Hotel Management and Tourism, Lovely Professional University, Phagwara, India)
Article 2
Knowledge Management at Banking Industry: A Review of the Literature and Further Guidelines (pages 21-34)
Nasser Fathi Easa (Beirut Arab University, Beirut, Lebanon)
Article 3
The Relationship Between Customer Engagement, Satisfaction, and Loyalty (pages 35-60)
Hani H Al-Dmour (Princess Sumaya University for Technology, Amman, Jordan), Wasim Khalil Ali (The University of Jordan, Amman, Jordan), Rand H Al-Dmour (The Univeristy of Jordan, Amman, Jordan)
Article 4
Factors That Influence Perceptions and Purchasing of Organic Produce by South African Consumers: A Literature Review (pages 61-76)
Geraldene Fynn-Green (Durban University of Technology, Durban, South Africa), Roger B Mason (Durban University of Technology, Durban, South Africa), Andrea Giampiccoli (Durban University of Technology, Durban, South Africa)
Issue 3
Article 1
Building a Strong Brand Equity in Pharmaceutical Industry: the Case of Over-the-Counter Drugs in Italian Country (pages 1-20)
Vincenzo Basile (University of Naples Federico II - Department of Economics, Naples, Italy)
Article 2
Understanding Customer Perceived Mall Values: A Confirmatory Factor Analysis Approach (pages 21-34)
Anil Kumar Kashyap (Department of Business Management, Dr. Harisingh Gour Vishwavidyalaya (A Central University), Sagar, India), Ajay Kumar (Department of Business Management, Dr. Harisingh Gour Vishwavidyalaya (A Central University), Sagar, India)
Article 3
The Adoption and Usage of Smartphone Media Technologies as A Source of News by Egyptian University Students (pages 35-53)
Hamza Saad Mohamed Saad (Zayed University, Dubai, UAE &Minia University, Minya, Egypt)
Article 4
Dynamics of Group Lending Mechanism and the Role of Group Leaders in Developing Countries: Evidence from Nigeria (pages 54-71)
Obinna Udodiri Nkwocha (Birmingham City University, Birmingham, UK), Javed Hussain (Birmingham City University, Birmingham, UK), Hatem El-Gohary (College of Business & Economics, Qatar University, Doha, Qatar), David J. Edwards (Birmingham City Business School, Birmingham City University, Birmingham, UK), Ernest Ovia (Birmingham City University, Birmingham, UK)
Issue 4
Article 1
The Influence of Customers Social Media Brand Community Engagement on Restaurants Visit Intentions (pages 1-14)
Muhammed Alnsour (Al-Balqa Applied University, Salt, Jordan), Hadeel Rakan Al Faour (German Jordanian University, Amman, Jordan)
Article 2
Determinants of Student Satisfaction in Higher Education: A Case of the UAE University (pages 15-24)
Ali S. Gargoum (UAE University, Al Ain, UAE)
Article 3
Critical Success Factors for Enterprise Resource Planning System Implementation in Qatar (pages 25-42)
Abdulla Ali Al Rabeay (Qatar University, Doha, Qatar), Karma Sherif (Qatar University, Doha, Qatar)
Article 4
Determinants of User Engagement in Social Commerce (pages 43-56)
Youngkeun Choi (Sangmyung University, Seoul, South Korea)
Volume 9 (2018)
Issue 1
Article 1
Entrepreneurial Motives of Egyptian Entrepreneurs: Empirical Evidence From Egypt (pages 1-18)
Safaa Ahmed Hussein (University of Huddersfield, Huddersfield, UK & University of Alexandria, Alexandria, Egypt), Walter Mswaka (University of Huddersfield, Huddersfield, UK)
Article 2
The Impact of Rumors on Social Media Sites in Behavior of Purchasing Food Products in the Egyptian Market (pages 19-35)
Ali Ahmed Abdelkader (Faculty of Commerce, Kafrelsheikh University, Kafrelsheikh, Egypt), Hossam El Din Fathy Mohamed (International Academy of Engineering and Media Sciences, Giza, Egypt)
Article 3
Proposing a Quantitative Model Towards Building Trust in B2C E-Commerce (pages 36-53)
Mahmoud Zamani (University of Tehran, Tehran, Islamic Republic of Iran & Hekmat Iranian Bank, Tehran, Islamic Republic of Iran), Changiz Valmohammadi (Department of IT Management, Faculty of Management, South Tehran Branch, Islamic Azad University, Tehran, Islamic Republic of Iran)
Article 4
The Role of Microfinance to Empower Women: The Case of Developing Countries (pages 54-78)
Festus Aninze (Birmingham City University, Birmingham, UK), Hatem El-Gohary (Birmingham City University, Birmingham, UK, Qatar University, Doha, Qatar & Cairo University Business School, Cairo, Egypt), Javed Hussain (Birmingham City University, Birmingham, UK)
Issue 2
Article 1
How Customer Relationship Management (CRM) and Innovation Influence Business Performance Mediating Role of Innovation (pages 1-15)
Mona Jami Pour (Hazrat-e Ma'soumeh University, Qom, Iran), Elnaz Nabizadeh Mamani (Farabi Campus, University of Tehran, Tehran, Iran), Mohammad Rahimzadeh (Islamic Azad University, Tehran, Iran)
Article 2
Article 3
Internet Marketing Adoption by Iranian Distribution Industry: An Attempt to Understand the Reality (pages 33-61)
Sepideh Zahiri (Birmingham City University, Birmingham, UK), Hatem El-Gohary (Faculty of Business, Law and Social Sciences, Birmingham City University, UK & College of Business and Economics, Qatar University, Qatar & Cairo University Business School, Cairo University, Egypt), Javed Hussain (Birmingham City Business School, Birmingham City University, Birmingham, UK)
Article 4
Does Job Satisfaction Always Affect Customer Satisfaction?: Case Study - (SSIO) Social Security Insurance Organization in Tehran (pages 62-78)
Mohammad Abdolshah (Engineering Department, Semnan Branch, Islamic Azad University, Semnan, Iran), Ehsan Jafar Zadeh (Islamic Azad University E-Branch, Tehran, Iran), Reza Talei (Islamic Azad University E-Branch, Tehran, Iran), Ali Shirzadi (Islamic Azad University E-Branch, Tehran, Iran), Seyed Amir Mohammad Khatibi (Industrial Management Department, Isfahan University, Iran)
Article 5
Ethics, Neuromarketing and Marketing Research With Children (pages 79-95)
Cynthia A. Bulley (Central University, Accra, Ghana), Mahama Braimah (University of Ghana, Accra, Ghana), Florence E. Blankson (Ghana Revenue Authority, Accra, Ghana)
Issue 3
Article 1
Epistemology of Relationship Marketing Strategies: An Instance From Online Travel Industry (pages 1-12)
Arvind Kumar Saraswati (Banarsidas Chandiwala Institute of Hotel Management & Catering Technology, Delhi, India), Asif Ali Syed (Aligarh Muslim University, Aligarh, India), Shamsher Singh (Banarsidas Chandiwala Institute of Professional Studies, Delhi, India)
Article 2
A Proposal Model for Measuring the Impact of Viral Marketing Through Social Networks on Purchasing Decision: An Empirical Study (pages 13-33)
Hussein Moselhy Sayed Ahmed (Faculty of Commerce, Kafrelsheikh University, Kafrelsheikh City, Egypt)
Article 3
Customer Empowerment and Satisfaction through the Consultative Selling Process in the Retail Industry (pages 34-49)
Javier Castillo (Universidad San Pablo de Guatemala, Guatemala City, Guatemala), Babu George (Fort Hays State University, Hays, USA)
Article 4
Impact of Social Networks on Brand Value Based on Customer Behavior Using Structural Equations (pages 50-67)
Reyhane Radpour (Department of Computer Engineering and Information Technology, Islamic Azad University, Safashahr Branch, Safashahr, Iran), Ali Reza Honarvar (Department of Computer Engineering and Information Technology, Islamic Azad University, Safashahr Branch, Safashahr, Iran)
Issue 4
Article 1
Exploring the Factors Influencing Customers Purchase Intention in Online Shopping (pages 1-15)
Fahima Khanam (University of Dhaka, Dhaka, Bangladesh)
Article 2
Attribute Priority Arrangement of Cancellations in the Life Insurance Using Rough Set (pages 16-43)
M.A. Elsafty (Taif University, Hawiyya, Saudi Arabia), Hamed Mohamed Elkhawaga (Tanta University, Tanta, Egypt)
Article 3
Establishing the Criteria for the Quality of Elderly Medical Care From the Multiple Perspectives (pages 44-54)
Wan-I Lee (National Kaohsiung University of Science and Technology, Kaohsiung, Taiwan), Chun-Chi Chen (College of Management, Ph. D. Program, National Kaohsiung University of Science and Technology, Kaohsiung, Taiwan), Yu-Bin Huang (Department of Healthcare Administration, E-DA Cancer Hospital, Kaohsiung, Taiwan)
Article 4
Financial Pricing in Property and Liability Insurances, Evidence From the Egyptian Insurance Market (pages 55-69)
Hamed Abd Elkaway El Kawaga (Faculty of Commerce, Tanta University, Tanta, Egypt), Asharf Sayed Abdelzaher (Faculty of Commerce, Beni-Suef University, Beni Suef, Egypt)
Volume 8 (2017)
Issue 1
Article 1
Does Corporate Image Really Matter in Service Recovery Context? (pages 1-14)
Rania Mostafa (Beirut Arab University, Beirut, Lebanon)
Article 2
Market Testing Procedures for B2C and B2B in Perspective of Radical Innovation (pages 15-29)
Mehree Iqbal (Department of Marketing and International Business, North South University, Dhaka, Bangladesh)
Article 3
The Effect of E-Marketing and Outdoor Media Advertising on Exploratory Consumer Buying Behavior (pages 30-48)
Abdul Waheed (University of Science and Technology Beijing, Beijing, China), Jianhua Yang (University of Science and Technology Beijing, Beijing, China)
Article 4
Improving Customer Relations with Social Listening: A Case Study of an American Academic Library (pages 49-63)
Margaret C. Stewart (University of North Florida, Jacksonville, FL, USA), Maria Atilano (University of North Florida, Jacksonville, FL, USA), Christa L. Arnold (University of North Florida, Jacksonville, FL, USA)
Issue 2
Article 1
The Impact of Inertia as Mediator and Antecedent on Consumer Loyalty and Continuance Intention (pages 1-20)
Donald Louis Amoroso (Auburn University Montgomery, College of Business, Montgomery, USA), Pajaree Ackaradejruangsri (Ritsumeikan Asia Pacific University, College of International Management, Beppu, Japan), Ricardo A. Lim (Asian Institute of Management, Makati, Philippines)
Article 2
Relationship Marketing as a Mediating Role Between Brand Image and Customer Loyalty in B2B Markets: Evidence from a Manufacturing Company (pages 21-44)
Eman Mohamed Abd-El-Salam (Arab Academy for Science and Technology and Maritime Transport, College of Management and Technology, Alexandria, Egypt)
Article 3
Management and Marketing Practices of Social Media Firms (pages 45-59)
Abdulaziz Alshubaily (University of Liverpool, Jeddah, Saudi Arabia)
Issue 3
Article 1
Purchase Intention of Males and Females Through Social Media (pages 1-17)
Chih-Chin Liang (National Farmosa University, Huwei, Taiwan)
Article 2
The Impact of Internal Marketing Activities on Customer Service Performance in Healthcare Industry (pages 18-30)
Amirhosein Abbasi (University of Tehran, Tehran, Iran), Mohammad Haghighi (University of Tehran, Tehran, Iran), Babak Hazaveh Hesar Maskan (University of Tehran, Tehran, Iran), Mahdi Ashkani (Department of Management, University of Tehran, Tehran, Iran), Ali Mohammadi (Allameh Tabatabei University, Tehran, Iran)
Article 3
Towards a Conceptual Framework for Investigating Information Systems Success: The Case of Egyptian Banks (pages 31-53)
Safaa Hussein (Department of Business Administration, University of Alexandria, Alexandria, Egypt and University of Bradford, Bradford, UK)
Article 4
Perceived Positioning of ‘Made in China': Perspective of Means-End Theory (pages 54-69)
Hashim Zameer (College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, China), Ying Wang (College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, China), Humaira Yasmeen (College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, China)
Issue 4
Article 1
The Effect of Personality (Brand Ambassadors) on Advertisement and Consumers Purchase Intentions in the Telecommunication Industry (pages 1-11)
Opoku Boadi Portia (Harbin Institute of Technology, School of Management, Harbin, China), Guoxin Li (Harbin Institute of Technology, School of Management, Harbin, China), Antwi Philip (Harbin Institute of Technology, School of Municipal and Environmental Engineering, Harbin, China)
Article 2
Brand Trust Determinants and Customer Switching Resistance: The Case of Mobile Phone Companies in Egypt (pages 12-31)
Ali Ahmed Abdelkader (Kafrelsheikh University, Faculty of Commerce, Kafr El-Shaikh, Egypt), Hossam Al- Din Fathy Mohamed (International Academy of Engineering and Media Sciences, Giza, Egypt)
Article 3
Increasing the Brand Equity of Private Label Brands (pages 32-50)
Tamer A. Awad (German University in Cairo, Marketing Department, Cairo, Egypt), Sahar Mohsen (German University in Cairo, Cairo, Egypt)
Article 4
An Exploratory Study of the Impact of Government Policies on the Development of Small and Medium Enterprises in Developing Countries: The Case of Nigeria (pages 51-62)
Olusegun Dosumu (Birmingham City University and Newman University, Birmingham, UK), Javed Hussain (Birmingham City University, Birmingham City Business School, Birmingham, UK), Hatem El-Gohary (Birmingham City University, Birmingham City Business School, Birmingham, UK)
Volume 7 (2016)
Issue 1
Article 1
Exploring the Mediating and Moderating Role of Services Marketing Strategy and Safety and Security Measures in the Tourism Industry (pages 1-26)
Rania B. Mostafa (Faculty of Commerce, Damanhour University, Damanhour, Egypt), Lamiaa I. Hefny (Faculty of Tourism and Hotel Management, Pharos University, Alexandria, Egypt)
Article 2
Student Participation Behaviour outside the Classroom: Does Attitude Towards the University Brand Matter? (pages 27-41)
Tamer H. Elsharnouby (Department of Management and Marketing, Qatar University, Doha, Qatar & Department of Business Administration, Cairo University, Giza, Egypt)
Article 3
An Empirical Study on Social Customer: Evidence from Social CRM (pages 42-60)
Mohammad Hasan Galib (Alliant International University, San Diego, CA, USA)
Issue 2
Article 1
The Consequence of Customer Verbal Aggression-the Moderating Roles of Person-Organization Fit (pages 1-15)
Ching-Wen Yeh (China University of Science and Technology, Taipei, Taiwan)
Article 2
Optimal Selection of Business Managers for Integrated Marketing Communications Companies Using AHP and GRA (pages 16-29)
Pi-Fang Hsu (Department of Communications Management, Shih Hsin University, Taipei, Taiwan), En-Ping Lin (Department of Communications Management, Shih Hsin University, Taipei, Taiwan), Chia-Wen Tsai (Department of Information Management, Ming Chuan University, Taipei, Taiwan)
Article 3
Uses and Gratifications of Social Media in the Production of Political Information during the 2015 Egyptian Parliamentary Election (pages 30-51)
Hamza Saad Mohamed (Minia University, Minya, Egypt and Zayed University, Dubai, UAE)
Article 4
Value Based Differentiation in Business Relationship for Capital Products and Complex Solutions: A Conceptual Framework in Egypt (pages 52-70)
Ahmed O. El-Tagy (Maastricht School of Management (MSM), Cairo, Egypt), Khaled Wahba (Maastricht School of Management (MSM), Cairo, Egypt)
Issue 3
Article 1
Determinants of Attitudinal Loyalty in Retail Banking: Evidence from Nigerian (pages 1-17)
Ernest Emeka Izogo (Ebonyi State University, Abakliki, Nigeria & University of Hull Business School, Kingston upon Hull, UK)
Article 2
The Consequence of Customer Verbal Aggression: The Moderating Roles of Person-Organization Fit (pages 18-33)
Ching-Wen Yeh (China University of Science and Technology, Nankang, Taiwan)
Article 3
A Study on Customer Loyalty as a Determinant for Harnessing Power Brands (pages 34-49)
Rajshree Panda (Amity University, Noida, India), Deepa Kapoor (Amity University, Noida, India)
Article 4
The Effects of Risk Preferences on Consumer Purchasing Counterfeit Goods Online (pages 50-63)
Yi-Fen Chen (Department of International Business, Chung Yuan Christian University, Taoyuan City, Taiwan), Hing-Yu Kung (Department of International Business, Chung Yuan Christian University, Taoyuan City, Taiwan), Chia-Wen Tsai (Department of Information Management, Ming Chuan University, Taipei, Taiwan)
Issue 4
Article 1
An Attempt to Explore Electronic Marketing Adoption and Implementation Aspects in Developing Countries: The Case of Egypt (pages 1-26)
Hatem El-Gohary (Faculty of Business, Law and Social Sciences, Birmingham City University, Birmingham, UK and Cairo University Business School, Cairo, Egypt), Zeinab El-Gohary (Helwan University, Cairo, Egypt)
Article 2
Impact of Athlete Role Model on the Behavioural Intentions of the Youth in Egypt (pages 27-39)
Alaaeldin Hamdy Ahmed Mohamed (Faculty of Physical Education, Damietta University, Damietta, Egypt), Dina Kamal Mahmoud (Faculty of Physical Education for Girls, Helwan University, Cairo, Egypt), Kawther Al Said Elmogy (Faculty of Physical Education for Boys, Helwan University, Cairo, Egypt)
Article 3
Brands Loyalty: Empirical Evidence from the Emerging Egyptian Mobile Industry (pages 40-57)
Maha Mourad (The American University in Cairo, Cairo, Egypt), Karim Youssef (Orange, Sheikh Zayed City, Egypt)
Article 4
Alignment Effect of Entrepreneurial Orientation and Marketing Orientation on Firm Performance (pages 58-69)
Yueh-Hua Lee (Department of Business Administration, Tamkang University, New Taipei City, Taiwan)
Volume 6 (2015)
Issue 1
Article 1
Factors Influencing Office-Workers' Purchase Intention though Social Media: An Empirical Study (pages 1-16)
Chih-Chin Liang (Department of Business Administration, National Formosa University, Huwei Township, Taiwan), Hanh Thi Dang (Department of Business Administration, National Formosa University, Huwei Township, Taiwan)
Article 2
Integrating Smartphone Talking Applications, Trust, Switching Cost and Customer Switching Behaviour in the Mobile Phone Market: The Case of Egypt (pages 17-34)
Ali Abdelkader (Business Administration Department, Faculty of Commerce, Kafrelsheikh University, Kafrelsheikh, Egypt)
Article 3
Antecedents and Consequences of Relationship Quality in B2B Markets: A Case Study on a Manufacturing Company (pages 35-60)
Eman Mohamed Abd-El-Salam (Arab Academy for Science and Technology and Maritime Transport, College of Management and Technology, Alexandria, Egypt)
Article 4
Investigating the Relationship between Educational Quality and Students' Satisfaction: A Post Graduate Student Perspective (pages 61-79)
Sally Kamel Ali Omran (Department of Business Administration, Cairo University, Giza, Egypt)
Issue 2
Article 1
Customer Management Practices: Multiple Case Studies in Stock Broking Services (pages 1-14)
Gyaneshwar Singh Kushwaha (Maulana Azad National Institute Of Technology (MANIT), Bhopal, India), Shiv Ratan Agrawal (Maulana Azad National Institute Of Technology (MANIT), Bhopal, India)
Article 2
The Use of Social Media Among Public Relations Students in the UAE (pages 15-30)
Hamza Saad Mohamed (El-Minia University, Minia, Egypt and Zayed University, Dubai, UAE)
Article 3
Exploring Consumer Empowerment in Consumption Communities Based in Social Media (pages 31-47)
Imene Ben Yahia (Institut Superieur de Finance et de Fiscalité de Sousse (ISFFS), Sousse, Tunisia), Lilia El Ferci (ARBRE, High Institute of Management Tunis, Tunisia)
Article 4
Developing and Implementing a Selection Model of Brand TV Commercial Script for a Real Estate Agency (pages 48-69)
Pi-Fang Hsu (Department of Communications Management, Shih Hsin University, Taipei, Taiwan), Hung-Yu Chueh (Department of Communications Management, Shih Hsin University, Taipei, Taiwan), Chia-Wen Tsai (Department of Information Management, Ming Chuan University, Taipei, Taiwan)
Issue 3
Article 1
Measuring Service Quality of the Muslim Friendly Hotels in England and its Impact on Behavioural Intention (pages 1-24)
Ali Ahmed Abdelkader (Faculty of Commerce, Kafrelsheikh University, Kafrelsheikh, Egypt)
Article 2
Sustainable Improvement for United Arab Emirates' SMEs: A Proposed Approach (pages 25-32)
Abdel Moneim Mohammed Baheeg Ahmed (Abu Dhabi School of Management, Abu Dhabi, UAE), Muhieddine Z. Ramadan (Abu Dhabi School of Management, Abu Dhabi, UAE), Hisham Al Saghbini (Abu Dhabi School of Management, Abu Dhabi, UAE)
Article 3
Article 4
Factors Promoting Social CRM: A Conceptual Model of the Impact of Personality and Social Media Characteristics (pages 48-69)
Ainsworth Anthony Bailey (University of Toledo, Toledo, OH, USA)
Issue 4
Article 1
A Theoretical Examination of SMEs Internationalisation in a Globalised Business Environment: An Eye on the Future (pages 1-29)
Adyzakrie Mohamad Zaki (Birmingham City University, Birmingham, UK), David J. Edwards (Birmingham City Business School, Birmingham City University, Birmingham, UK), Hatem El-Gohary (Birmingham City University, Birmingham, UK & Cairo University Business School, Cairo University, Egypt)
Article 2
The Critical Soft Factors Affecting the Successful Implementation of Enterprise Resources Planning in the Egyptian Industrial Sector (pages 30-42)
Salaheldin Ismail Salaheldin (Helwan University, Cairo, Egypt), Hisham Fawzy Abbas (Grand Cairo Bakeries Company, Giza, Egypt)
Article 3
A Literature Review on Customer Relationship Management in Banks (pages 43-56)
Narayan C. Baser (National Institute of Cooperative Management, Gandhinagar, India), Dhavalkumar Gunvantlal Thakar (Dr. Babasaheb Ambedkar Open University (BAOU), Ahmedabad, India)
Article 4
Drive Customer Experience for Relationship Management through Actionable Social CRM (pages 57-76)
Anurag Singh (Banaras Hindu University, Varanasi, India)
Volume 5 (2014)
Issue 1
Article 1
Exploring the Influence of a Salesperson's Selling Approach on Buyer-Seller Relationship Outcomes (pages 1-15)
Ozcan Kilic (University of Wisconsin River Falls, River Falls, Wi, USA), Darryl W. Miller (University of Wisconsin River Falls, River Falls, Wi, USA)
Article 2
ICT and Economic Growth: Evidence from Twelve MENA Economies (pages 16-30)
Subaran Roy (UAE Academy, Abu Dhabi, UAE), Abdel Moneim M. B. Ahmed (UAE Academy, Abu Dhabi, UAE), Abdullah A. Abonamah (UAE Academy, Abu Dhabi, UAE)
Article 3
The Relationship Between Islamic Religion and Ethical Leadership: The Case of Kuwaiti Private Sector (pages 31-43)
Terki Alazmi (Gulf University for Science & Technology, Mishref, Kuwait)
Article 4
Exploring the Relationship Between Mode of Operation and Performance of Support Teams in Telecommunication Companies (pages 44-63)
Oussama Saafein (School of Advanced Studies, University Of Phoenix, Mountain House, CA, US)
Article 5
An Analytical Study of the Facebook Content Management Strategies of Dominos India (pages 64-78)
Priyanka Bhardwaj (Jaypee Institute of Information Technology, Noida, Uttar Pradesh, India), Rohit Singh Adhikari (Jaypee Institute of Information Technology, Noida, Uttar Pradesh, India), Vandana Ahuja (Jaypee Institute of Information Technology, Noida, Uttar Pradesh, India)
Issue 2
Article 1
Exploring the Three- Path Mediation Model: A Study of Customer Perceived Value, Customer Satisfaction Service Quality and Behavioral Intention Relationship (pages 1-20)
Manish Kumar Yadav (Banaras Hindu University, Varanasi, India), Alok Kumar Rai (Banaras Hindu University, Varanasi, India), Medha Srivastava (Banaras Hindu University, Varanasi, India)
Article 2
The Identity Salience and Emotional Attachment Strategies in Alumni-University Relationships (pages 21-37)
Junhong Min (Michigan Technological University, Houghton, MI, USA), Madhave N. Segal (Southern Illinois University, Edwardsville, IL, USA), M. Deniz Dalman (Dogruluk International Transportation Co. and Ozdogruluk Custom Clearance Co., Istanbul, Turkey)
Article 3
An Outsourcing Decision Model Based on AHP and Sensitive Analysis for Distribution Marketing Companies (pages 38-51)
Pi-Fang Hsu (Department of Communications Management, Shih Hsin University, Taipei, Taiwan), Chia-Wen Tsai (Department of Information Management, Ming Chuan University, Taipei, Taiwan), Ying-Hua Chu (Department of Communications Management, Shih Hsin Universit, Taipei, Taiwan)
Article 4
Highlighting Visibility and Benevolence to Harvest Good Relationships with Company-Managed Virtual Communities: A Netnographic Study (pages 52-64)
Imene Ben Yahia (High Institute of Finance and Taxation, Sousse, Tunisia)
Issue 3
Article 1
A Study to Explore Relationships Between Customer Demographics and Brand Loyalty in The Indian Telecom Sector (pages 1-13)
K Sai Prasad (Department of Marketing Communication, Convergence Institute of Media, Management and IT Studies, Bangalore, India), Sita Mishra (Institute of Management Technology, Ghaziabad, India)
Article 2
Research Practices in Public Relations Organizations in the United Arab Emirates (pages 14-31)
Badreya Al-Jenaibi (United Arab Emirates University, Al Ain, United Arab Emirates)
Article 3
Customer Satisfaction via Service Quality Dimensions: An Empirical Research on Stock Broking Services: CS VIA SQD (pages 32-48)
Gyaneshwar Singh Kushwaha (Maulana Azad National Institute Of Technology (MANIT), Bhopal, India), Shiv Ratan Agrawal (Maulana Azad National Institute Of Technology (MANIT), Bhopal, India)
Article 5
Analyzing the Influence of Customer Relationship Management on Firm Performance: A Study of Hotel Industry in India (pages 69-97)
Brijesh Kumar Yadav (RSMT, UP Technical University, Varanasi, India), Abhijeet Singh (Banaras Hindu University, Varanasi, India)
Issue 4
Article 1
Determinants of Customer Loyalty: Evidence from the Egyptian Mobile Market (pages 1-19)
Rania Hussein (The American University, Cairo, Egypt), Amr Kais (The American University, Cairo, Egypt), Hamed M Shamma (The American University, Cairo, Egypt)
Article 2
To Be Or Not To Be Visible In Company-Managed Virtual Communities? (pages 20-37)
Imene Ben Yahia (ISFFS, Sousse, Tunisia)
Article 3
The Relationship Between Customer Demographics and Brand Loyalty in the Indian Telecom Sector: An Empirical Study (pages 38-57)
K Sai Prasad (Department of Marketing Communication, Commits Institute of Journalism and Mass Communication, Bangalore, India), Sita Mishra (Marketing Management, Institute of Management Technology, Ghaziabad, India)
Article 4
Volume 4 (2013)
Issue 1
Article 1
Investigation of the Philosophy Practised in Green and Lean Manufacturing Management (pages 1-12)
Adam Shariff Adli Aminuddin (Department of Decision Science, School of Quantitative Sciences, Universiti Utara Malaysia, Sintok, Malaysia), Mohd Kamal Mohd Nawawi (Department of Decision Science, School of Quantitative Sciences, Universiti Utara Malaysia, Sintok, Malaysia)
Article 2
Overall Equipment Effectiveness Improvement through Total Productive Maintenance in Assembly Cell (pages 13-27)
Napsiah Ismail (Department of Mechanical and Manufacturing Engineering, Faculty of Engineering, Universiti Putra Malaysia, Serdang, Selangor, Malaysia), B. T. Hang Tuah Baharudin (Department of Mechanical and Manufacturing Engineering, Faculty of Engineering, Universiti Putra Malaysia, Serdang, Selangor, Malaysia), Yusaini Musa (Department of Mechanical and Manufacturing Engineering, Faculty of Engineering, Universiti Putra Malaysia, Serdang, Selangor, Malaysia), Zulkiflle Leman (Department of Mechanical and Manufacturing Engineering, Faculty of Engineering, Universiti Putra Malaysia, Serdang, Selangor, Malaysia)
Article 3
A Novel Heuristic Rule for Job Shop Scheduling (pages 28-40)
Shahid Maqsood (School of Engineering, Design & Technology, Richmond Road, University of Bradford, Bradford, West Yorkshire, UK, & Department of Industrial Engineering, NWFP University of Engineering and Technology, Peshawar, Pakistan), M. Khurshid Khan (School of Engineering, Design & Technology, Richmond Road, University of Bradford, Bradford, West Yorkshire, UK), Alastair Wood (School of Engineering, Design & Technology, Richmond Road, University of Bradford, Bradford, West Yorkshire, UK), I. Hussain (II. Department of Industrial Engineering, KPK University of Engineering and Technology, Peshawar, Pakistan)
Article 4
An Investigation into Critical Success Factors of Knowledge Management Implementation in TQM Organizations in Malaysia (pages 41-52)
Pei Pei Hing (Tunku Abdul Rahman College, Kuala Lumpur, Malaysia), Mum Wai Yip (Tunku Abdul Rahman College, Jalan Genting Kelang, Setapak, Kuala Lumpur, Malaysia), Dominic Lau (Applied Research Centre, University College Sedaya International, Jalan Menara Gading, Taman Connaught, Kuala Lumpur, Malaysia)
Article 5
Innovative Strategic Planning for the Design of a High Volume Production Line using Quality Function Deployment and a Batch: Flow Production Analysis (pages 53-68)
Roberto Yumbla (Flexitallic Ltd., Cleckheaton, Kirklees, UK), Stuart Lumley (Flexitallic Ltd., Cleckheaton, Kirklees, UK), M. Khurshid Khan (School of Engineering, Design & Technology, University of Bradford, Bradford, West Yorkshire, UK)
Article 6
Activity Based Cost Estimation System for Product Lifecycle Using Object Oriented Programming (pages 69-79)
Siva Prasad Darla (School of Mechanical and Building Sciences, VIT University, Vellore, Tamil Nadu, India), S Narayanan (School of Mechanical and Building Sciences, VIT University, Vellore, Tamil Nadu, India)
Issue 2
Article 1
Customer Relationship Management (CRM) Practices by Small Businesses in Developing Economies: A Case Study of Egypt (pages 1-20)
Hatem El-Gohary (Birmingham City University, UK & Cairo University, Egypt), David J. Edwards (Birmingham City Business School, Birmingham City University, Birmingham, UK), Juanling Huang (Birmingham City Business School, Birmingham City University, Birmingham, UK)
Article 2
The Role of Relational Mediators in the CRM-Performance Link: Evidence from Indian Retail Banks (pages 21-35)
Chandrasekaran Padmavathy (Department of Marketing, Vellore Institute of Technology, Vellore, Tamil Nadu, India)
Article 3
The Relationships between the Organizational, Environmental Characteristics and Marketing Performance: An Empirical Study (pages 36-50)
Sally Kamel Ali Omran (Business Administration Departmen, Faculty of Commerce, Cairo University, Giza, Egypt)
Article 4
Enhancement of Efficiency and Effectiveness in Banking through CRM Systems: A Case of Indian Banking Industry (pages 51-76)
Priya Gupta (Shaheed Sukhdev College of Business Studies, University of Delhi, New Delhi, Delhi, India), Kanhaiya Singh (Department of Finance, Fore School of Management, New Delhi, Delhi, India), Jyoti Kainth (Department of Marketing, Institute of Management Technology, Ghaziabad, Uttar Pradesh, India)
Issue 3
Article 1
CRM Scale Development and Validation in Indian Telecom Sector (pages 1-19)
Arun Kumar Agariya (Department of Management Studies, Birla Institute of Technology and Science, Pilani, Rajasthan, India), Deepali Singh (Department of Management Studies, ABV-Indian Institute of Information Technology & Management, Gwalior, Madhya Pradesh, India)
Article 2
An Investigation of Mediating and Moderating Variables in Service Quality – Customer Loyalty Relationship: A Research Agenda (pages 20-43)
Medha Srivastava (Faculty of Management Studies, Banaras Hindu University, Varanasi, Uttar Pradesh, India), Alok Kumar Rai (Faculty of Management Studies, Banaras Hindu University, Varanasi, Uttar Pradesh, India)
Article 3
Modernism to Postmodernism: The Transdisciplinary Mode-2 Knowledge Production of Relationship Marketing (pages 44-56)
S. M. Riad Shams (Faculty of Arts, Business, Informatics & Education, Central Queensland University, Sydney, NSW, Australia)
Article 4
Exploring Relationship between Service Quality and Positive Word of Mouth at Retail Banks in Rural India (pages 57-71)
Mohd Adil (UGC-SRF, Department of Business Administration, Faculty of Management Studies and Research, Aligarh Muslim University, Aligarh, Uttar Pradesh, India), Mohammed Naved Khan (Department of Business Administration, Faculty of Management Studies and Research, Aligarh Muslim University, Aligarh, Uttar Pradesh, India)
Article 5
A Survey Instrument for Identification of the Critical Success Factors for the Successful ERP Implementation at Indian SMEs (pages 72-87)
L. Ganesh (Institute of Management, Christ University, Bangalore, Karnataka, India), Arpita Mehta (Institute of Management, Christ University, Bangalore, Karnataka, India)
Issue 4
Article 1
Innovative System for Measuring SMEs Performance (pages 1-26)
Abdel Moneim M. B. Ahmed (Professor of Management Sciences, UAE Academy Abu Dhabi, UAE), Abdullah A. Abonamah (Professor of Management Sciences, UAE Academy, Abu Dhabi, UAE)
Article 2
Establishing a Hierarchy Model for Evaluating Integrated Marketing Communications Services of Newspaper Groups in Taiwan (pages 27-40)
Ya-Han Lin (Department of Communications Management, Shih Hsin University, Taipei, Taiwan), Pi-Fang Hsu (Department of Communications Management, Shih Hsin University, Taipei, Taiwan), Chia-Wen Tsai (Department of Information Management, Ming Chuan University, Taipei, Taiwan)
Article 3
From Reluctance to Resistance: Study of Internet Banking Services Adoption in the United Kingdom (pages 41-56)
Edwin Agwu (Middlesex University Business School, London, United Kingdom)
Article 4
Impact Evaluation of Customer Knowledge Process On Customer Knowledge Acquisition: A Quantitative Study in Jordanian Banking Sector (pages 57-68)
Samer Alhawari (Department of Management Information Systems, Faculty of Business and Finance, The World Islamic Sciences and Education University, Amman, Jordan)
Volume 3 (2012)
Issue 1
Article 1
Dimensions of CRM Effectiveness and its Effect on Relationship Quality (pages 1-17)
C. J. Padmavathy (National Institute of Technology, Tiruchirappalli, India), V. Sivakumar (National Institute of Technology, Tiruchirappalli, India)
Article 2
Development of a ‘Consumer Perceived Value Scale’ (SPERVAL Scale) in the Context of Services Industry (pages 18-42)
Jyoti Sikka Kainth (University of Delhi, India), Harsh V. Verma (University of Delhi, India)
Article 4
A Literature Review and Classification of Relationship Marketing Research (pages 56-81)
Ashish Gupta (Motilal Nehru National Institute of Technology, Allahabad, India), G. P. Sahu (Motilal Nehru National Institute of Technology, Allahabad, India)
Issue 2
Article 1
An Exploration of the Value of Online Social Networks for Salespeople (pages 1-9)
Mary E. Shoemaker (Widener University, USA)
Article 2
CRM Index Development and Validation in Indian Banking Sector (pages 10-32)
Arun Kumar Agariya (ABV-Indian Institute of Information Technology and Management Gwalior, India), Deepali Singh (ABV-Indian Institute of Information Technology and Management Gwalior, India)
Article 4
The Practice of Jordanian Banking to Improve Customer Retention (pages 47-60)
Samer Alhawari (Applied Science Private University, Jordan)
Article 5
Six Sigma Based Integrated Mathematical Model for Optimizing Electronic Marketing Decisions (pages 61-76)
Hamed Fazlollahtabar (Iran University of Science and Technology, Iran)
Issue 3
Article 1
Analyzing the Effectiveness of Customer Retention Strategies with Existing Customers in Banking Industry (pages 1-14)
Niraj Kishore Chimote (ICFAI University Dehradun, India), Ankita Srivastava (ICFAI University Dehradun, India)
Article 2
An Exploratory Study of Customer Satisfaction in a Community Bank (pages 15-32)
Somjit Barat (Pennsylvania State University, Mont Alto, USA), John E. Spillan (University of North Carolina at Pembroke, USA)
Article 4
The Online Poker Consumer: Investigating Personality Traits, Motives, and Demographic Characteristics (pages 55-73)
Frank Bezzina (University of Malta, Malta), Darren Sammut (University of Malta, Malta)
Article 5
Designing an Electronic Supply Chain Management System in an Electronic Market Considering Customer Satisfaction and Logistic (pages 74-88)
Hamed Fazlollahtabar (Iran University of Science and Technology, Iran), Hamed Hajmohammadi (Mazandaran University of Science and Technology, Iran), Amir Mohajeri (Mazandaran University of Science and Technology, Iran)
Issue 4
Article 1
Consumer Perceived Value and Brand Loyalty: A Study of Retail Banking (pages 1-15)
Jyoti Kainth (Institute of Management Technology, Ghaziabad, Uttar Pradesh, India), Harsh V. Verma (Faculty of Management Studies, University of Delhi, New Delhi, Delhi, India), Priya Gupta (Shaheed Sukhdev College of Business Studies, University of Delhi, New Delhi, Delhi, India)
Article 2
Factors Affecting Customer Linking Capabilities and Customer Satisfaction in CRM: Evidence from Jordanian Hotels (pages 16-30)
Abbas Al-Refaie (Department of Industrial Engineering, University of Jordan, Amman, Jordan), Ming-Hsien Li (Department of Industrial Engineering and Systems Management, Feng Chia University, Taiching, Taiwan), Jong-Hwan Ko (Division of International and Area Studies, Pukyong National University, Busan, Korea)
Article 3
Key Challenges of E-Government Adoption in Less Developed Countries: The Case of Saudi Arabia (pages 31-39)
Raja Yahya Al Sharief (Ministry of Higher Education- KSA, King Abdul Aziz University, Jeddah, Saudi Arabia)
Article 4
CRM in the Banking Sector: Framework and Application (pages 40-49)
Sarah Al-Shamali (AlSalam Investment Group, Safat, Kuwait & Royal Docks Business School, University of East London, London, UK), Sonny Nwankwo (Royal Docks Business School, University of East London, London, UK), Ayantunji Gbadamosi (Royal Docks Business School, University of East London, London, UK)
Article 5
Developing and Implementing a Model for Selecting Videos for City Marketing (pages 50-64)
Pi-Fang Hsu (Department of Communications Management, Shih Hsin University, Taipei, Taiwan), Chia-Wen Tsai (Department of Information Management, Ming Chuan University, Taipei, Taiwan), Sheng-Weng Doong (Department of Communications Management, Shih Hsin University, Taipei, Taiwan)
Volume 2 (2011)
Issue 1
Article 2
Customer Relationship and Satisfaction: The Jumeirah Beach Hotel Case Study (pages 19-35)
Abdel Moneim M. B. Ahmed (Abu Dhabi University, UAE)
Article 4
A Framework for E-Service Implementation in the Developing Countries (pages 55-68)
H. S. Hassan (Cranfield University, UK), E. Shehab (Cranfield University, UK), J. Peppard (Cranfield University, UK)
Article 5
Handling Customer Complaints in the Hospitality Industry (pages 69-91)
Rosalynn Dinnen (Napier University - Craiglockhart Campus, UK), Ahmed Hassanien (Napier University - Craiglockhart Campus, UK)
Issue 2
Article 1
Customer Relationship Management in Professional Service Organizations: An Application to the Building Industry (pages 1-15)
Hamed M. Shamma (The American University in Cairo, Egypt), Robert F. Dyer (The George Washington University, USA), Marilyn L. Liebrenz-Himes (The George Washington University, USA)
Article 2
An Examination of Mediation: Insights Into the Role of Psychological Mediators in the Use of Persuasion Knowledge (pages 16-27)
Kenneth M. Henrie (Texas A&M University - San Antonio, USA), Darryl W. Miller (University of Wisconsin - River Falls, USA)
Article 3
Do Attitudes Toward Careers in Sales Differ Based on Country of Origin?: A Comparative Analysis of MBA Student Attitudes: (pages 28-42)
Charlie Pettijohn (Nova Southeastern University, USA), Linda Pettijohn (Nova Southeastern University, USA)
Article 4
A Success Framework to Investigate Critical Factors Associated with Implementation of Customer Relationship Management: A Fuzzy ANP Approach (pages 43-62)
Abbas Keramati (University of Tehran, Iran), Mohamad Sadegh Sangari (University of Tehran, Iran)
Article 5
Service Quality and WOM (Word-of-Mouth): A Study of the Indian Banking Sector (pages 63-87)
Koushiki Choudhury (Indian Institute of Management Calcutta, India)
Issue 3
Article 1
Role of European Automotive Supplier Integration in New Product Development (pages 1-25)
Chanan S. Syan (University of the West Indies, Trinidad), Anthony S. White (Middlesex University, UK)
Article 2
Citizen Lifetime Value in E-Government (pages 26-41)
B. Nikkhahan (Islamic Azad University – Ardabil Branch, Iran), M. J. Tarokh (K. N. Toosi University of Technology, Iran)
Article 3
Article 4
A Cross-Cultural Study of Relationship Proneness and Its Implications for Relationship Marketing (pages 57-78)
Yujie Wei (The University of West Georgia, USA), Faye S. McIntyre (The University of West Georgia, USA), Salil Taplade (The University of West Georgia, USA)
Article 5
Mining Customers Behavior Based on RFM Model to Improve the Customer Satisfaction (pages 79-91)
Fatemeh Bagheri (K. N. Toosi University of Technology, Tehran, Iran), Mohammad J. Tarokh (K. N. Toosi University of Technology, Tehran, Iran)
Issue 4
Article 1
Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market (pages 1-16)
Abdul Qayyum (Asian Institute of Technology, Thailand), Do Ba Khang (Asian Institute of Technology, Thailand)
Article 2
Exploring Determinants Influencing the Intention to Use Mobile Payment Service (pages 17-37)
Amira F. A. Mahran (Cairo University, Egypt), Hala M. Labib Enaba (Cairo University, Egypt)
Article 3
The Mediating Role of Job Embeddedness Between Internal Marketing and Turnover Intention (pages 38-53)
Mona Mohamed Sayed Ibrahim (Mansoura University, Egypt)
Article 4
Egyptian Electronic Government: The Citizen Relationship Management (CRM) Case Study (pages 54-66)
H. S. Hassan (Cranfield University, UK), A. A. M. Abdelkader (Damietta University, Egypt)
Article 5
The Effect of Information and Communication Technology on Customer Relationship Management: Jordan Public Shareholding Companies (pages 67-75)
Maha M. Al-Khaffaf (Applied Sciences University, Jordan), Hadeel J. Abdellatif (Applied Sciences University, Jordan)
Volume 1 (2010)
Issue 1
Article 1
Effective Implementation of Sales-Based CRM Systems: Theoretical and Practical Issues (pages 1-15)
George J. Avlonitis (Athens University of Economics and Business, Greece), Nikolaos G. Panagopoulos (Athens University of Economics and Business, Greece)
Article 2
The Goals of Customer Relationship Management (pages 16-27)
Ronald E. Goldsmith (Florida State University, USA)
Article 3
Global Account Management (GAM): Creating Companywide and Worldwide Relationships to Global Customers (pages 28-47)
Svend Hollensen (University of Southern Denmark, Denmark), Vlad Stefan Wulff (University of Southern Denmark, Denmark)
Article 4
Can Firms Develop a Service-Dominant Organisational Culture to Improve CRM? (pages 48-68)
Jamie Burton (Manchester Business School, UK)
Article 5
Identifying the Determinants of Customer Retention in a Developing Country Context (pages 69-81)
Norizan Mohd Kassim (University of Qatar, Qatar), Salaheldin Ismail (University of Qatar, Qatar), Nor Asiah Abdullah (Multimedia University, Malaysia)
Issue 2
Article 1
Customer Relationship Management in Social and Semantic Web Environments (pages 1-10)
Ángel García-Crespo (Universidad Carlos III de Madrid, Spain), Ricardo Colomo-Palacios (Universidad Carlos III de Madrid, Spain), Juan Miguel Gómez-Berbís (Universidad Carlos III de Madrid, Spain), Fernando Paniagua Martín (Universidad Carlos III de Madrid, Spain)
Article 2
The Factors Driving Continuance Online Shopping in Saudi Arabia: Regional and Behavioral Differences Among Women (pages 11-34)
Talal Al-Maghrabi (Brunel University, UK), Charles Dennis (Brunel University, UK)
Article 3
CRM in the Context of Airline Industry: A Case Study of Mexican Airline (pages 35-42)
Riyad Eid (United Arab Emirates University, UAE), Mustafa Zaidi (University of Veterinary & Animal Sciences, Pakistan)
Article 4
Role of Time in Development of Trust Within Hi-Tech SME Business Relationships (pages 43-56)
Khurram Sharif (Qatar University, Qatar), Salaheldin Ismail Salaheldin (Helwan University, Egypt)
Article 5
A Conceptual Model of Customer Innovation Centric (pages 57-71)
Amin A. Shaqrah (Alzaytoonah University, Jordan)
Issue 3
Article 1
Customers Knowledge and Relational Marketing: A Web 2.0 Perspective (pages 1-14)
Pasquale Del Vecchio (University of Salento, Italy), Valentina Ndou (University of Salento, Italy)
Article 2
Customer Relationship Management through Communication Strategy: Fibres Industry Case Study (pages 15-26)
Abdel Moneim M. B. Ahmed (Abu Dhabi University, UAE)
Article 3
Media Richness Theory and the Intention to Use Online Stores (pages 27-42)
Eric Brunelle (HEC Montreal, Canada)
Article 4
Do Managerial Strategies Influence Service Behaviours?: Insights from a Qualitative Study (pages 43-55)
Anna-Lena Ackfeldt (Aston University, UK), Neeru Malhotra (Aston University, UK)
Article 5
Expanding TAM and IDT to Understand the Adoption of E-Marketing by Small Business Enterprises: An Empirical Investigation (pages 56-75)
Hatem El-Gohary (College of Business & Economics, Qatar University, Qatar)
Issue 4
Article 1
Applications of Customer Relationship Marketing in the UK Hospitality Industry (pages 1-21)
Geoff Lancaster (London School of Commerce, UK), Diana Luck (London Metropolitan University, UK)
Article 2
Determinants and Antecedents of Relationship Marketing Orientation: The Impact of Bank Ownership Style on the Bank’s Orientation towards Relationship Marketing (pages 22-43)
Ahmed Abdelkader (Mansoura University, Egypt), Howard Jackson (Huddersfield University, UK), John Cook (Huddersfield University, UK)
Article 3
Article 5
Adoption of Electronic Payment Services by Iranian Customers (pages 80-97)
Abbas Keramati (University of Tehran, Iran), Bahar Hadjiha (Tarbiat Modares University, Iran and Lulea University of Technology, Sweden), Rose Taeb (Lulea University of Technology, Sweden), Navid Mojir (University of Tehran, Iran)