Integration of CRM and QFD

Shahin, Arash; Nikneshan, Payam

doi:10.1108/09544780810842910

Cited by 30 publications

(4 citation statements)

References 16 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Suppose an efficient CRM leads to the bottom-line profit for the organization [24]. CRM systems help organizations acquire customer knowledge and produce continuously [25].…”

Section: Crm Performance and Customer Participationmentioning

confidence: 99%

Startups and Consumer Purchase Behavior: Application of Support Vector Machine Algorithm

Ebrahimi

Salamzadeh

Soleimani

et al. 2022

BDCC

View full text Add to dashboard Cite

This study evaluated the impact of startup technology innovations and customer relationship management (CRM) performance on customer participation, value co-creation, and consumer purchase behavior (CPB). This analytical study empirically tested the proposed hypotheses using structural equation modeling (SEM) and SmartPLS 3 techniques. Moreover, we used a support vector machine (SVM) algorithm to verify the model’s accuracy. SVM algorithm uses four different kernels to check the accuracy criterion, and we checked all of them. This research used the convenience sampling approach in gathering the data. We used the conventional bias test method. A total of 466 respondents were completed. Technological innovations of startups and CRM have a positive and significant effect on customer participation. Customer participation significantly affects the value of pleasure, economic value, and relationship value. Based on the importance-performance map analysis (IPMA) matrix results, “customer participation” with a score of 0.782 had the highest importance. If customers increase their participation performance by one unit during the COVID-19 epidemic, its overall CPB increases by 0.782. In addition, our results showed that the lowest performance is related to the technological innovations of startups, which indicates an excellent opportunity for development in this area. SVM results showed that polynomial kernel, to a high degree, is the best kernel that confirms the model’s accuracy.

show abstract

“…Suppose an efficient CRM leads to the bottom-line profit for the organization [24]. CRM systems help organizations acquire customer knowledge and produce continuously [25].…”

Section: Crm Performance and Customer Participationmentioning

confidence: 99%

Startups and Consumer Purchase Behavior: Application of Support Vector Machine Algorithm

Ebrahimi

Salamzadeh

Soleimani

et al. 2022

BDCC

View full text Add to dashboard Cite

show abstract

“…Moreover, marketing practitioners and researchers have increasingly recognized that customer co-creation has positive effects on firm performance by increasing productivity and decreasing costs Ramaswamy, 2000, 2004). The improvement in firm performance arises from various sources: cost-minimization caused by customers serving as ad hoc employees (Lovelock and Young, 1979;Bitner and Brown, 2008), greater repurchases and referrals (Cermak et al, 1994;Shahin and Nikneshan, 2008), higher consumer well-being (Guo et al, 2013;Mende and Van Doorn, 2015), better brand image (Woisetschläger et al, 2008;Shamim et al, 2016), faster response to service failures (Dong and Sivakumar, 2017) and improved service/product development and innovation (Tether and Tajar, 2008;Grissemann and Stokburger-Sauer, 2012). From the customer perspective, customers can accrue economic value through the co-creation process as they benefit from cost reductions and discounts (Prahalad and Ramaswamy, 2004).…”

Section: The Outcomes Of Customer Co-creationmentioning

confidence: 99%

How to Better Motivate Customers to Participate in the Self-Design Process: A Conceptual Model in Underlying Self-Congruence Mechanism

Emery

2020

Front. Psychol.

View full text Add to dashboard Cite

The voluntary shift of responsibility from the producer to the consumer is one feature of self-design activities. Past research emphasizes the economic gains of such customer co-creation. However, the psychological mechanism underlying customer co-creation behavior is still not fully understood. Notably, the goal-driven self-congruence nature of customer co-creation is mostly ignored in the co-creation literature. The objective of this research is to firstly develop a conceptual understanding of how co-creation literature can be related to the self-congruence theory. Furthermore, this study also extends the original self-congruence theory by arguing the differential role of actual and ideal self-congruence on the relationship between self-congruence and customers' willingness to participate in the co-creation process. Two laboratory experiments were conducted to examine whether self-congruence plays a prominent role in motivating customers to participate in the self-design process. Specifically, both the actual self-congruence and ideal self-congruence are positively related to customers' willingness to participate in the self-design process is hypothesized. Moreover, it is expected that product styles and different consumption situations may strengthen the relationship between actual/ideal self-congruence and customers' willingness to participate in the self-design process. Theoretical and practical implications are also discussed.

show abstract

“…Ding (2009) has successfully applied QFD to identify problems in the shipping system at the port of Kaohsiung, Taiwan, with the help of customers' suggestions, he was able to solve the problem at the port. The results of the research by Shahin and Nikneshan (2008) which used the concept of customer relationship management in QFD found that the main problem in the delivery of goods lies in the quality of human resources. Meanwhile Lam and Lai (2014) used QFD to develop sustainable shipping.…”

Section: Qfd Implementation In Delivery Service Productsmentioning

confidence: 99%

Expedition Service Product Development Strategy with Quality Function Deployment Method

Nurlina¹,

Astuti²,

Wiyono³

2020

bul. pos. dan telekomun.

View full text Add to dashboard Cite

This study assesses the quality of Express Post service provided by PT Pos Indonesia with Quality Function Deployment Method (QFD). Approximately 90 customers of Express Post in Boyolali were selected through systematic sampling to gather their opinions. In the meantime, PT Pos Indonesia's Jakarta Central Office's Research and Development Department is involved to collect technical responses or activites. This study has identified 12 attributes of Express Post that require improvement. To solve the problems related to those attributes, this study has identified training on Express Post service standard operating procedure for new employees as the priority activity to be undertaken by PT Pos Indonesia since it has the most significant influence on the quality of Express Post. In addition, the study also suggests two other technical responses to be taken into consideration including ensuring service cut of time of and ensuring delivery reception not disrupting the service cut off time.

show abstract

Integration of CRM and QFD

Cited by 30 publications

References 16 publications

Startups and Consumer Purchase Behavior: Application of Support Vector Machine Algorithm

Startups and Consumer Purchase Behavior: Application of Support Vector Machine Algorithm

How to Better Motivate Customers to Participate in the Self-Design Process: A Conceptual Model in Underlying Self-Congruence Mechanism

Expedition Service Product Development Strategy with Quality Function Deployment Method

Contact Info

Product

Resources

About