Journal of Business Management Perspective

Journal of Business Management Perspective

Designing a Customer Relationship Management Model with a Post-Purchase Dissonance Reduction Approach

Document Type : Original Article

Authors
mojtaba mohammadipour 1
Abdullah naami 2
naser azad 3
Adel fatemi 4
1 PhD Student in Business Management, Islamic Azad University, South Tehran Branch, Tehran, Iran
2 Assistant Professor, Department of Business Management, Islamic Azad University, South Tehran Branch
3 Assistant Professor, Department of Business Management, Islamic Azad University, South Tehran Branch, Tehran, Iran.
4 Assistant Professor, Department of Statistics, Islamic Azad University, Sanandaj Branch, Tehran, Iran
10.52547/jbmp.19.41.59
Abstract
Objective: As competitiveness in the business environment grows, retaining valuable customers becomes more important for organizations, so organizations strive to maintain long-term and valuable relationships with customers by making changes in interactive practices. The purpose of this study was to design a Customer Relationship Management Model with a post-purchase dissonance reduction approach.
Metodology: This research has been conducted using qualitative method of Grounded theory and its data have been collected through in-depth interviews with experts in the field of customer relationship management in the automotive industry. The data were analyzed based on the Grounded theory steps, extracted concepts and codes, and finally a model was introduced to explain the effective factors of customer relationship management with the post-purchase dissonance reduction approach.
Finding: Research findings show that staff communication skills, commitment, transparency of the organization and value creation for the customer are some of the causes of decreasing post-purchase customer dissonance.
Conclution: Improving customer relationship was also identified as a consequence of applying a comprehensive customer relationship management strategy with with a post-purchase dissonance reduction approach.
Keywords
Customer Relationship Management
Post-purchase dissonance
cognitive dissonance
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