International Journal of Customer Relationship Marketing and Management (IJCRMM)

International Journal of Customer Relationship Marketing and Management (IJCRMM)

Editor-in-Chief: Riyad Eid (United Arab Emirates University, UAE)
Indexed In: SCOPUS, INSPEC and 6 more indices
Published: Quarterly |Established: 2010
ISSN: 1947-9247|EISSN: 1947-9255|DOI: 10.4018/IJCRMM


The International Journal of Customer Relationship Marketing and Management (IJCRMM) addresses critical success factors for CRM implementation, activities that are affected by the use of CRM programs, and consequent performance outcomes. IJCRMM documents the role of CRM in different sectors and industries and identifies marketing activities that are affected by its usage. This journal publishes original and reviewed papers, case studies, conference reports, management reports, book reviews, notes, and commentaries on all aspects of customer relationship marketing and management.

Topics Covered

  • B2B marketing
  • B2C marketing
  • C2C marketing
  • CRM and customer trust
  • CRM and customization
  • CRM and personalization
  • CRM capabilities
  • CRM components
  • CRM implementation models
  • CRM in financial services
  • CRM in health care services
  • CRM in hospitality, tourism, leisure, and events management
  • CRM software
  • CRM strategies
  • Customer Behavior
  • Customer Loyalty
  • Customer Relationship Management (CRM)
  • Customer Retention
  • Customer Satisfaction
  • Database marketing
  • Enterprise Resource Planning (ERP)
  • Measuring CRM performance
  • Mobile CRM
  • Online community management
  • Online consumer behavior
  • Online customer relationship marketing
  • Performance Measurement
  • Relationship Marketing
  • Sales force automation
  • Supply Chain Management (SCM)
  • Total Customer Relationship Management (TCRM)
  • Web CRM

Mission and Scope

The mission of the International Journal of Customer Relationship Marketing and Management (IJCRMM) is to provide broad international coverage of subjects relating to all areas of customer relationship marketing and E-CRM as well as selected articles in other areas of consumer behavior. Emphasis is placed on the publication of articles which seek to link theory with application or critically analyze real-life situations with the objective of identifying good practice in the implementation of CRM approach and its effect on customer behavior.

Table of Contents and List of Contributors

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Open Access Articles
Volume 12: 4 Issues (2021): Forthcoming, Available for Pre-Order
Volume 11: 4 Issues (2020): 3 Released, 1 Forthcoming
Volume 10: 4 Issues (2019)
Volume 9: 4 Issues (2018)
Volume 8: 4 Issues (2017)
Volume 7: 4 Issues (2016)
Volume 6: 4 Issues (2015)
Volume 5: 4 Issues (2014)
Volume 4: 4 Issues (2013)
Volume 3: 4 Issues (2012)
Volume 2: 4 Issues (2011)
Volume 1: 4 Issues (2010)
View Complete Journal Contents Listing

Reviews and Testimonials

The International Journal of Customer Relationship Marketing and Management (IJCRMM) offers not only an important but also a critical platform for researchers, practitioners, entrepreneurs, policy makers, and educators to present and discuss their experiences and perspectives on important issues related to CRM and management. In this respect, the journal links between theoretical and practical approaches of customer relationship marketing and management to make a proactive contribution to the accumulated knowledge in these fields. The journal has a great potential and will help CRM (as a new marketing phenomenon and philosophy) to grow in a very dramatic and dynamic way.

– Hatem El-Gohary, Bradford University School of Management, UK


Editor(s)-in-Chief Biography

Riyad Eid is a Professor of Marketing at the United Arab Emirates University. Prof. Eid received a BSc (Hons) in Business administration from Tanta University (Egypt), an MSc in Business Administration from Tanta University (Egypt), PGDip (2002) and a PhD in Marketing from Bradford University (UK). Prior to the UAEU appointment, he was an Assistant Professor at the Marketing Department, Bradford University, UK, and an Associate Professor at the Marketing Department; Wolverhampton University, UK. Prof. Eid’s main area of marketing expertise and interest is in the domain of International Internet Marketing. Prof. Eid has published in several internationally recognized journals such as Tourism Management,Journal of Travel Research, International Journal of Hospitality Management, International Journal of Tourism Research, Journal of International Marketing, The Service Industries Journal, Journal of Euro-Marketing, Journal of Marketing Intelligence and Planning, Journal of Industrial Management & Data Systems, Benchmarking International Journal, The International Journal of E-Business Research and Journal of Internet Research. He has also attended numerous numbers of International Refereed Conferences worldwide. Prof. Eid acted as consultant to a number of organizations in Egypt, UAE, and UK. He is a subject Matter Expert (Marketing) for the E-TQM collage in Dubai (UAE) and Umm AL-Qura University in Saudi Arabia. Prof. Eid was presented with Emerald Best Paper Award for one of his publications. He is also the Editor-in-Chief of the International Journal of Customer Relationship Marketing and Management and a member of the Editorial Review Board for a number of international journals.

Editorial Board

Associate Editors
Gomaa Agag, Nottingham Trent University, United Kingdom
Hatem El-Gohary, College of Business & Economics, Qatar University, Qatar, United Kingdom ORCID
Ahmed El-Masry, University of Plymouth, Mansoura University, Egypt & Umm Al-Qura University, SA, United Kingdom
Ahmed Hassanien, Napier University, United Kingdom
Roger Mason, Durban University of Technology, South Africa ORCID
Salaheldin Ismail Salaheldin, Helwan University, Egypt
Editorial Review Board
Ali Abdelkader, Kafrelsheikh University, Egypt
Omnia Abdel-Salam, Aston University, United Kingdom
Abdel Ahmed, Abu Dhabi University, United Arab Emirates
Shaukat Ali, University of Wolverhampton, United Kingdom
Mohammed Al-Madhoun, University of Wolverhampton, United Kingdom
Mohammed Alomiri, Umm Al-Qura University, Saudi Arabia
Paschal Anosike, University of Wolverhampton, United Kingdom
George J. Avlonitis, Athens University of Economics and Business, Greece
Jamie Burton, Manchester Business School, United Kingdom
Ricardo Colomo-Palacios, Ostfold University College, Norway
Nasser Easa, Beirut Arab University, Egypt
A. El-Galfy, Gulf University, Kuwait
Hisham Farag, University of Birmingham, United Kingdom
Pennie Frow, The University of Sydney, Australia
Christina Goulding, Wolverhampton University, United Kingdom
Jim Hamill, University of Strathclyde, United Kingdom
Svend Hollensen, University of Southern Denmark, Denmark
Jeffrey Hsu, Fairleigh Dickinson University, United States
Khaled Hussainey, University of Stirling, United Kingdom
Despina Karayanni, University of Patras, Greece
A. Khade, California State University - Stanislaus, United States
Ozcan Kilic, Universitiy of Wisconsin River Falls, United States
In Lee, Western Illinois University, United States
Neeru Malhotra, Aston University, United Kingdom
Nur Mansor, University Technology of Malaysia, Malaysia
Miguel Martins, University of Wolverhampton, United Kingdom
Mohamed Mostafa, Auburn University, United States
Luiz Moutinho, Dublin City University, United Kingdom
B. Patel, Myers University, United States
Adrian Payne, The University of New South Wales, Australia
Roya Rahimi, University of Wolverhamptpn, United Kingdom
Hamza Saad, University of Sharjah, United Arab Emirates
Mohammed Saleh, Tanta University, Egypt
Hamed Shamma, The American University in Cairo, Egypt
Richard Staelin, Duke University, United States
Chanan Syan, University of the West Indies, United Kingdom
Rana Tassabehji, Bradford University, United Kingdom
Paul Trott, University of Portsmouth, United Kingdom


Prospective authors should note that only original and previously unpublished article manuscripts will be considered. Interested authors must consult the Journal Guidelines for Manuscript Submission at PRIOR to submission. Any further questions may be answered at All article manuscript submissions will be forwarded to at least three members of the editorial review board of the journal for a double-blind peer review. The final decision regarding acceptance/revision/rejection will be based on the reviews received from the reviewers.

All inquiries should be directed to the attention of:

All inquiries regarding IJCRMM should be directed to the attention of:

Riyad Eid
International Journal of Customer Relationship Marketing and Management