The emergence of social media technologies have drastically changed the face of customer relationship management (CRM), hence firms are incorporating social media technologies in their existing CRM... Show More

The emergence of social media technologies have drastically changed the face of customer relationship management (CRM), hence firms are incorporating social media technologies in their existing CRM systems which has led to the evolution of social CRM. This article extends capability-based perspective of traditional CRM by integrating it with social media technologies and to assess empirically their significant impact on firm performance. It also examines the mediating role of co-created customer experience. The developed hypothesis and proposed model were tested through structural equation modeling (SEM). The results show that co-created customer experiences play a role of mediator between social CRM capabilities and performance outcomes. Sales/marketing centric technology resources significantly influence four dimensions and customer centric technology resources influence two dimensions of relational information processing capability. The findings also depict that there is an influence of Sales/marketing and customer centric technology resources on customer linking, market sensing and social CRM capabilities.

This paper aims to understand the role of word-of-mouth, trust and perceived risk in extended technology acceptance model on online purchase intention. Firstly, EFA was used to test the... Show More

This paper aims to understand the role of word-of-mouth, trust and perceived risk in extended technology acceptance model on online purchase intention. Firstly, EFA was used to test the dimensionality of these constructs. Next the reliability and validity of these constructs have been established using CFA in AMOS 16.0. Then the hypotheses were tested using SEM in AMOS 16.0. It was found that word-of-mouth has a positive and significant impact on online purchase intention whereas perceived risk has a negative and significant impact on online purchase intention. It was also found that word-of-mouth has a positive and significant impact on trust and trust has negative and significant impact perceived risk. Word-of-mouth, trust and perceived risk should be viewed as the levers in the adoption process of online shopping in the extended technology acceptance model. Examining the role of these three constructs on online purchase intention explicated the dual process of perceived risk acting as an inhibitor whereas word-of-mouth acting as an enabler.

Continuous development and automation has improved the production of Indian textile industry. As a result, more and more raw materials demands have adversely affect the environment. In this study... Show More

Continuous development and automation has improved the production of Indian textile industry. As a result, more and more raw materials demands have adversely affect the environment. In this study the effects of Indian textile industry on environment and human health are reviewed and concluded that textile mechanical process mainly affects the environment of the workplace by the way of producing heavy noise and cotton dust. While fiber formation and chemical processing has vast negative impact on outside world that pollutes land, water, air and emits hazardous byproduct which indirectly promotes acid rain and global warming.

Twitter is one of the most popular micro-blogging platform for people to express their political views in and around the elections. Hence during pre-elections twitter becomes a rich resource of data... Show More

Twitter is one of the most popular micro-blogging platform for people to express their political views in and around the elections. Hence during pre-elections twitter becomes a rich resource of data to understand the changing tenor of political leaders with time. During this time, when views, opinions and judgments are shared so prolifically through online media, tools which can provide the crux of this content are paramount. In this paper the authors have developed one such sentiment analysis tool to analyze the changing political views of persons with time. Using the tool they classify the tweets as positive, negative or neutral and studying it over time the authors successfully estimate the mood of the person. The authors have also developed a specialized phonetic dictionary to provide better approximation for most commonly used slangs and abbreviations.

In an environment of intense competition, software upgrades have become the necessity for the survival in software industry. In this paper, the authors propose a discrete Software Reliability Growth... Show More

In an environment of intense competition, software upgrades have become the necessity for the survival in software industry. In this paper, the authors propose a discrete Software Reliability Growth Model (SRGM) for the software with successive releases by taking into consideration the realistic assumption that Fault Removal Rate (FRR) may not remain constant during the testing process, it changes due to severity of faults detected and due to change in strategies adapted by testing team and the time point where FRR changes is called the Change Point. Many researchers have developed SRGMs incorporating the concept of Change Point for single release software. The proposed model aims to present multi release software reliability modeling with change point. Discrete logistic distribution function has been used to model relationship between features enhancement and fault removal. It is helpul in developing a flexible SRGM, which is S-shaped in nature. In order to evaluate the proposed SRGM, parameter estimation is done using the real life data set for software with four releases and the goodness-of-fit of this model is analyzed.