The relationship between customer relationship management (CRM) and performance

Document Type : literature review

References

  1. 1 الهی، شعبان و بهمن حیدری (1384)، "مدیریت ارتباط با مشتری"، تهران: شرکت چاپ و نشر بازرگانی وابسته به مؤسسه مطالعات و پژوهشهای بازرگانی. .

    2 لاولاک، کریستوفر و لارن رایت (1382)، " اصول بازاریابی و خدمات"، ترجمه ابوالفضل (اردشیر) تاجزاده نمین. تهران: انتشارات سازمان مطالعه و تدوین کتب علوم انسانی دانشگاهها (سمت).

    1. Abbott, J., M. Stone and F. Buttle (2001), "Customer Relationship Management in Practice – A Qualitative Study", Journal of Database Marketing, 9, (1), 24-34.
    2. Agarwal, A., D. P. Harding and J. R. Schumacher (2004), "Organizing for CRM", McKinsey Quarterly, 3, 80-91.
    3. Ahn, Jeong Yong, Seok Ki Kim and Kyung Soo Han (2003), "On the Design Concepts for CRM System", Industrial Management and Data Systems, 103, (5), 324-331.
    4. Berry, L. L(1983), "Relationship Marketing", in Berry, L. L., Shostack, G. L. and Upah, G. D. (Eds), Emerging Perspectives on Services Marketing. Chicago: American Marketing Association. 25-8.
    5. Boisvert, Hugues (2006), "Building more Efficient Businesses", CMA, http://www.managementmag.com.
    6. Boyle, M. J (2004). "Using CRM Software Effectively", CPA Journal, 74, (7), 17-26.
    7. Brookes, R., R. Brodie and A. Lindgreen (2002), "Value Management in Marketing Organisations: Comparing Academic, Business Press and Middle Management Discourses", Journal of Relationship Marketing, 17, (5), 17-28.
    8. Chen, Injazz J. and Karen Popovich (2003), "Understanding Customer Relationship Management (CRM) People, Process and Technology", Business Process Management Journal, 9, (5), 672-688.
    9. Coulter, K. S. and R. A. Coulter (2002), "Determinants of Trust in a Service Provider: the Moderating Role of Length of Relationship", Journal of Services Marketing, 16, (1), 35-50.
    10. Grönroos, Christian (1994), "From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing", Management Decision, 32, (2), 4-20.
    11. Harridge-March, Sally (2006). "Can the Tuilding of Trust Overcome Consumer Perceived Risk Online?", Marketing Intelligence and Planning, 24, (7), 746-761.
    12. Hoffman, T. and S. Kashmeri (2000). "Coddling the Customer", Computerworld, 34, (50), 58-60.

    15.Jamal, Ahmad and Kamal Naser (2002), "Customer Satisfaction and Retail Banking: An Assessment of Some of the Key Antecedents of Customer Satisfaction in Retail Banking", International Journal of Bank Marketing, 20, (4), 146–160.

    1. Karakostas, B., D. Kardaras, and E. Papthanassiou (2005), "The state of CRM adoption by the financial services in the UK: an empirical investigation", Information & Management, 42 (4), 853-63.
    2. Kotler, P. and G. Armstrong (2004), Principles of Marketing. 10th ed. New Jersy: Prentice-Hall. Englewood Cliffs. 
    3. Krause, D. R. and L. M. Ellram (1997), "Critical Elements of Supplier Development: The Buying-Firm Perspective", European Journal of Purchasing & Supply Management, 3, (1), 21-31.
    4. Lee, Yang-Im and Peter R. J. Trim (2006), "Retail Marketing Strategy the Role of Marketing Intelligence, Relationship Marketing and Trust", Marketing Intelligence and Planning, 24, (7), 730-745.
    5. Nguyen, ThuyUyen H., Joseph S. Sherif and Michael Newby (2007), "Strategies for Successful CRM Implementation", Information Management & Computer Security, 15, (2), 102-115.
    6. Nyhan, R. C. and H. A. Marlowe (1997), "Development and Psychometric Properties of the Organizational Trust Inventory", Evaluation Review, 21, (5), 614-35.
    7. Nyhan, R. C (2000), "Changing the Paradigm: Trust and Its Role in Public Sector Organizations", American Review of Public Administration, 30, (1), 87-109.
    8. Oliver, R. L (1980). "Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions", Journal of Marketing Research, 17, 460-9.
    9. Park, Chung-Hoon and Young-Gul Kim (2003), "A Framework of Dynamic CRM: Linking Marketing with Information Strategy", Business Process Management Journal, 9, (5), 652-671.
    10. Payne, A., M. Christopher, M. Clark and H. Peck (1999), Relationship Marketing for Competitive Advantage. Oxford: Butterworth Heinemann.
    11. Sin, Leo Y. M., Alan C. B. Tse and Frederick H. K. Yim (2005), "CRM: Conceptualization and Scale Development", European Journal of Marketing, 39, 1264-1290.
    12. Srinivasan, S. (2004), "Role of Trust in E-Business Success", Information Management and Computer Security, 12, (1), 66-72.
    13. Zineldin, M. (2005), "Quality and Customer Relationship Management (CRM) as Competitive Strategy in the Swedish Banking Industry", The TQM Magazine, 17, (4). 54-75.

     

Files

History

  • Receive Date: 13 May 2015
  • Revise Date: 22 May 2025
  • Accept Date: 31 December 2020

Share

How to cite

Statistics