The Role of Integrated Customer Relationship Management and Social Capital on Customer Relationship Management Success
MetadataShow full item record
Since the market competition becomes intense nothing but an integrated customer relationship management (ICRM) framework supported by social capital helps an organization to be successful. Few researches have been conducted in this regard where those issues are considered in isolation rather in an integrated fashion. Earlier literature on CRM mostly focuses on technology. Researchers also ignore the role of social capital on CRM success. Therefore, the main purpose of this research is to investigate the role of ICRM and social capital on CRM success. The present study combines the Resource-based view and social capital theory in developing CRM success framework. A Qualitative research approach has been taken in this study where seven relationship managers of different banks of Bangladesh have been interviewed. To identify the factors with their associated variables and to further develop a research model content analysis techniques have been utilized. The results of the interviews identified eighteen major variables affecting CRM success. This paper also highlights the research and managerial implications of the model.
Showing items related by title, author, creator and subject.
Amirshahi, Mirahmad (1997)The main purpose of this research is to identify the value systems and decision-making styles of Iranian managers. The relationships between their value systems and decision styles, and between their value systems and ...
When 'trust in top management' matters to organisational performance and effectiveness: the impact of senior manager role-modelling and group cohesivenessEng, Ngiang Jiang (2010)While ‘trust in top management’ matters to organisational performance and effectiveness, low trust in top management remains an issue in many organisations despite their efforts in building trust. The persistence of such ...
A study of agribusiness supply chain systems for small farmers in dryland areas of Lombok Island Indonesia : a pluralistic approachTanaya, I Gusti Lanang Parta (2010)Despite the contribution that agriculture makes to the Indonesian Gross Domestic Product, the income of small subsistence farmers continues to fall. While many development activities and policies have been implemented to ...