The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction

Dehghanpouri, Houriyeh; Soltani, Zeynab; Rostamzadeh, Reza

doi:10.1108/jbim-07-2019-0325

Cited by 79 publications

(61 citation statements)

References 99 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The authors cite factors such as injustice, mistrust, opportunism and lack of transparency as barriers to customer support for CRM. Other authors also mention customer trust as one of the priority factors [24].…”

Section: Resultsmentioning

confidence: 99%

CRM as a tool to maintain the competitiveness of enterprises in the global digital economy

Botlík

Janakova

2021

SHS Web of Conf.

View full text Add to dashboard Cite

Research background: Globalization is characterized by the interconnection of national economies, which may be more vulnerable in this way. Economic and social shocks caused by the global nature of the socio-economic environment have now shown, especially in connection with covid19, the need for a deeper focus of companies on customers. Purpose of the article: The need for communication, the search for new market opportunities, and the resumption of production in the post-crisis period could be significantly affected by the use of digital technologies aimed at clients and customers. The ongoing research “Application of systems for customer relationship management in the environment of small and medium-sized enterprises” has shown that customer orientation can be significantly supported and streamlined by using Customer relationship management (CRM) systems. The paper compares the use of CRM in EU countries and identifies critical points. Methods: Using methods of system analysis, especially mathematical prediction, statistical methods, and multicriteria analysis, the use of CRM in EU countries is compared in relation to selected factors of the digital economy. Findings & Value added: Years with major declines and disproportions have been identified. The declines in developed economies (Germany, France, Austria etc.) in 2019 are specific, related mainly to the use of new forms of customer service. It turns out that although companies are streamlining their marketing efforts through CRM and focusing on maximizing potential through customers, CRM is only an integral part of ICT and can be replaced in the global environment by other tools of the digital economy.

show abstract

Section: Resultsmentioning

confidence: 99%

CRM as a tool to maintain the competitiveness of enterprises in the global digital economy

Botlík

Janakova

2021

SHS Web of Conf.

View full text Add to dashboard Cite

show abstract

“…Furthermore, social media users consider using their personal information for corporate purposes to breach their privacy and feel concerned about their data. Many people have also labeled such practices as unethical and unjust (Dehghanpouri et al, 2020). In the same way, (Ayaburi & Treku, 2020) highlighted that such action enrages the public and leading to retaliation of providing information on online forms, boycotting sites that ask for personal information or else providing false information, and registering privacy breaching complaints against the organizations to protect their data from being used in such actions.…”

Section: Social Media Analytics and Ethical Perceptionmentioning

confidence: 99%

Social Media Analytics Lens: A Study on Consumer Perceived Risk to Share Information on Social Media Networks

Majeed

Mahmood

Molnár

et al. 2021

HSSR

View full text Add to dashboard Cite

Purpose of the study: This study focuses on understanding the potential unfavourable social media analytics practices (SMA) and how they may lead to the negative perception of consumer self-disclosure on social media sites and causing market discomfort for people. We also examined a framework regarding the SMA practices, and their impact on the customer’s trust to use social media networks. Methodology: Data were collected from 527 social media users with the help of an online questionnaire. Partial Least Squares Structural equation modeling—PLS-SEM was used using SmartPLS to validate the questionnaire and measure the hypothesized relationships between the constructs. Main Findings: The results show that perceived risk mediates the relationship between the perceived ethicality of social media analytics and the marketing discomfort of the consumers. Moreover, we also found that the negatively perceived ethicality of social media analytics leads to marketing discomfort of the consumers. This negative attitude impacts the consumer’s intention to purchase, interest in the product, and intention to be vulnerable toward the company. Applications of this study: These findings have practical utility for all types of organizations that use social media. This study is general for all social media sites. This study also provides direction for future research, such as managing the personal information of the social media users from being used by the organizations without consumer permission and developing ethical standards to use the consumer information for the marketing strategies. Novelty/Originality of this study: Social media analytics (SMA) gathered data from the social media platforms such as Twitter, Instagram, and blogs, representing a massive room to utilize public data, and these lead towards the ethical concerns of the consumers. For this problem, we studied a complete framework to identify the major outcomes of the PESMA on the consumers' self-disclosure and marketing comfort.

show abstract

“…However, this issue has received limited studies. Inadequate description of products affect customer purchase, trust, confidence as well as customer satisfaction as stressed by Dehghanpouri et al (2020). Thus, the description requires a clear content that stimulates customer attraction and taste (Dehghanpouri et al, 2020).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Inadequate description of products affect customer purchase, trust, confidence as well as customer satisfaction as stressed by Dehghanpouri et al (2020). Thus, the description requires a clear content that stimulates customer attraction and taste (Dehghanpouri et al, 2020). Table 1 presents a compilation of factors identified from literature that determine satisfaction with e‐commerce platforms and products.…”

Section: Literature Reviewmentioning

confidence: 99%

Determinants of investor satisfaction with e‐commerce platforms and traded products in student housing development in Ghana

Attakora‐Amaniampong

Miller

Aziabah

2020

E J Info Sys Dev Countries

View full text Add to dashboard Cite

Globalization and its attendant expansion of businesses continue to create opportunities for the use of e‐commerce. E‐commerce is noted for contributing to cost reduction, capital expansion, efficiency and high client satisfaction in businesses. Unfortunately, there is dissatisfaction among investors in student housing with the application of e‐commerce in Ghana. This study examined the key factors influencing satisfaction among investors in student housing with e‐commerce platforms and traded products in Ghana. A concurrent mixed design based on survey and interviews, as well as an Exploratory Factor and thematic analyses of data were used. Whereas security and interface features were key factors influencing investors' satisfaction with e‐commerce platforms, product availability and quality of packaging were key factors influencing investors' satisfaction with traded products. It would be worthwhile for website designers to consider these factors in designing websites. Also, by considering these factors, suppliers can increase their revenues. Furthermore, the results of this exploratory factor analysis means that further confirmatory studies may be conducted to validate the findings.

show abstract

The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction

Cited by 79 publications

References 99 publications

CRM as a tool to maintain the competitiveness of enterprises in the global digital economy

CRM as a tool to maintain the competitiveness of enterprises in the global digital economy

Social Media Analytics Lens: A Study on Consumer Perceived Risk to Share Information on Social Media Networks

Determinants of investor satisfaction with e‐commerce platforms and traded products in student housing development in Ghana

Contact Info

Product

Resources

About