Does social customer relationship management (SCRM) affect customers’ happiness and retention? A service perspective

Alshurideh, Muhammad Turki

doi:10.5267/j.uscm.2022.9.015

Cited by 33 publications

(27 citation statements)

References 34 publications

(38 reference statements)

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“…A business can implement customer relationship practices to meet important customer criteria such as managing customer relationships, resolving client complaints, and attaining customer satisfaction (Baashar et al, 2020). A firm that can differentiate its product from competitors by providing meaningful customer relationships can increase consumer satisfaction and loyalty, resulting in a solid customer base (Alshurideh et al, 2023). Mass customization and individualized service have made relationship management practices even more important.…”

Section: Customer Relationship and Scpmentioning

confidence: 99%

Empirical Research on the Mediating Impact of Integration between Supply Chain Management Practices and Supply Chain Management Performance

Ali,

Haq,

Marwat

et al. 2024

QJSS

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A growing institutional framework concerning Pakistan's pharmaceutical industry supply chain integration and supply chain management practices is significant for supply chain performance. Utilizing data from 171 pharmaceutical industry employees, a quantitative approach is employed to explore connections between SCMP, SCI, and SCP. The results also demonstrate significant positive correlations between certain SCMPs and SCP. Additionally, supply chain integration is identified as a crucial mediator, underscoring achieving integration within the supply chain to bolster performance. The study offers valuable insights for practitioners aiming to enhance the supply chain, stressing comprehensive SCMP and improved SCI.

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Section: Customer Relationship and Scpmentioning

confidence: 99%

Empirical Research on the Mediating Impact of Integration between Supply Chain Management Practices and Supply Chain Management Performance

Ali,

Haq,

Marwat

et al. 2024

QJSS

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“…Müşteri temaslarını ve tüm temaslardaki memnuniyet oranlarını ayrıntılı olarak izleyen ürünlere büyük ihtiyaç duyulmaktadır [75]. Müşterinin firma ile irtibat kurduğu her adım aslında birer temas kabul edilmelidir.…”

Section: Bulgular Ve Tartışmaunclassified

Çağrı Merkezi Süreçlerinde Müşteri Deneyimi Ölçümü ve Yeni Nesil Yaklaşımlar

Gürsev

2024

Bilgisayar Bilimleri Ve Mühendisliği Dergisi

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Günümüzde müşteri hizmetleri süreçlerinin iyi yönetilmesi müşteri memnuniyeti ve marka algısı üzerinde büyük bir etki yaratmaktadır. Satış sonrası hizmet sürecinde hızlı geri dönüş alamayan müşterilerin firmayı bir daha tercih etmediği görülmektedir. Çağrı merkezleri tüm firmalar için satış sonrası süreçlerde büyük önem taşımaktadır. Müşteriler yaşadıkları sorunu, ürün taleplerini ve şikâyetlerini iletmek için firma ile çağrı merkezi yoluyla iletişime geçmek istemektedir. Firmalar müşterilerine pek çok farklı kanaldan ulaşarak deneyimlerini ayrıntılı biçimde analiz eder bu da firmalara rekabet avantajı sağlar. Bu süreçlerin iyi yönetilmemesi müşteri memnuniyetsizliğini doğurabileceği gibi işletmeler için daha önemli olan dolaylı maliyetlerin artmasına neden olur. Bu tür süreçlerin doğru yönetilmesi firmaların rekabet üstünlüğünü artıracağı gibi kalite anlayışının firma geneline yayılmasını da sağlayacaktır. Bu makale müşteri temas adımlarının ayrıntılı ve raporlanabilir bir şekilde takibi ve memnuniyet oranı değişim analizini araştırmıştır. Araştıra içerisinde müşteri deneyimi ölçümü için model önerisi sunulmuş ve teknolojik değişimler ayrıntılı olarak incelenmiştir. Yapay zekâ destekli önerilen modelin hizmet süreçlerinde eniyileme yaptığı ve müşteri deneyimi ölçümünde başarı sağladığı görülmüştür.

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“…Especially, after the development of what is known as the virtual organizations that have been widely recognized and linked with innovation (T M Ghazal et al, 2023a;Louzi et al, 2022a). The term "virtual organization" was first used in 1986 (M. T. Alshurideh et al, 2023b;H. M. Alzoubi et al, 2022h).…”

Section: Objectivesmentioning

confidence: 99%

The Sustainability of TQM in an Innovative Environment: The Quality of Virtual Organization

El Khatib,

Al Shuweihi,

Al Zaabi

2023

Int. J. BAS

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This research study looks at application and sustainability of Total Quality Management in virtual organizations based on the ever-increasing number of virtual organizations in United Arab Emirates and internationally. TQM has been successfully implemented to enhance performance, profitability and sustainability of the traditional brick-and-mortar organizations. But can this implementation be replicated successfully in virtual workplaces: This research reports have a background on the development of TQM and its relevance to both the brick-and-mortar as well as the virtual organizations. It lays down the objectives and hypotheses of the study. The hypotheses include determining how virtual organizations can improve and sustain performance and quality, establishing the TQM approach needed in virtual organization and determining how to measure the quality of the products and services of the virtual organization. Further, the study reviews literature regarding TQM, organizational performance and virtual workplaces. It traces the genesis of the virtual organization in mid-1980s and its development to today, with a focus on the advantages and disadvantages. The research method is laid out. Finally, the research report discusses the findings, making recommendations on how to ensure sustainability of TQM in virtual workplaces. There is a list of references at the end.

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Does social customer relationship management (SCRM) affect customers’ happiness and retention? A service perspective

Cited by 33 publications

References 34 publications

Empirical Research on the Mediating Impact of Integration between Supply Chain Management Practices and Supply Chain Management Performance

Empirical Research on the Mediating Impact of Integration between Supply Chain Management Practices and Supply Chain Management Performance

Çağrı Merkezi Süreçlerinde Müşteri Deneyimi Ölçümü ve Yeni Nesil Yaklaşımlar

The Sustainability of TQM in an Innovative Environment: The Quality of Virtual Organization

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