LOGIN TO YOUR ACCOUNT

Username
Password
Remember Me
Or use your Academic/Social account:

CREATE AN ACCOUNT

Or use your Academic/Social account:

Congratulations!

You have just completed your registration at OpenAire.

Before you can login to the site, you will need to activate your account. An e-mail will be sent to you with the proper instructions.

Important!

Please note that this site is currently undergoing Beta testing.
Any new content you create is not guaranteed to be present to the final version of the site upon release.

Thank you for your patience,
OpenAire Dev Team.

Close This Message

CREATE AN ACCOUNT

Name:
Username:
Password:
Verify Password:
E-mail:
Verify E-mail:
*All Fields Are Required.
Please Verify You Are Human:
fbtwitterlinkedinvimeoflicker grey 14rssslideshare1
Yao, Hui-I; Khong, Kok Wei (2012)
Publisher: Canadian Center of Science and Education
Languages: English
Types: Article
Subjects:
Nowadays, customers are regarded as a commodity. Customer Relationship Management (CRM) in a bank entails important phases such as integrating the communication tools to meet the needs of customers, treating\ud each customer as individuals, and making the customer relationship an imposing and perpetual experience. The aim of this research is to determine the effectiveness of CRM implementation on customer satisfaction and\ud perceived business performance. Literature suggests that successful CRM efforts involve proper deployment of the three phases in CRM implementation, i.e. acquisition, enhancement and recovery phases. Furthermore, there\ud is a strong causal relationship between CRM implementation and customer satisfaction as well as perceived business performance. A survey was carried out using a survey instrument on commercial banks in Taiwan.\ud Findings revealed that CRM implementation is positively associated with customer satisfaction and perceived business performance as suggested by the literature. Contact rate and recovery management were found to be\ud associated with customer retention while acquisition management, regular contact and evaluation of customers lead to improved loyalty and employee sentiments. In a managerial point of view, this study provides an outline\ud of the impact of CRM efforts on the dimensions of customer satisfaction and perceived business performance.
  • The results below are discovered through our pilot algorithms. Let us know how we are doing!

    • Anderson, E.W., Fornell, C., & Mazvancheryl, S.K. (2004). Customer Satisfaction and Shareholder Value.
    • Journal of Marketing, 68 (October), 172-185. http://dx.doi.org/10.1509/jmkg.68.4.172.42723 Berger, P.D., Bolton, R.N., Bowman, D., Briggs, E., Kumar, V., Parasuraman, A., & Creed, T. (2002). Marketing Actions and the Value of Customer Assets. Journal of Service Research, 5(August), 39-54.
    • http://dx.doi.org/10.1177/1094670502005001005 Blattberg, R.C., Getz, G., & Thomas, J.S. (2001). Customer Equity: Building and Managing Relationships as Valuable Assets. Boston: Harvard Business School Press.
    • Bolton, R. N., Lemon K.N., & Verhoef, P.C. (2007). Expanding Business-to-Business customer Relationships: Modeling the Customer's Upgrade Decision. Journal of Marketing, 72(1), 46-64.
    • http://dx.doi.org/10.1509/jmkg.72.1.46 Bolton, R.N. (1998). A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction. Journal of Marketing Science, 17(1), 45-65.
    • http://dx.doi.org/10.1287/mksc.17.1.45 Bolton, R.N., & Lemon, K.N. (1999). A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequence of Satisfaction. Journal of Marketing Research, 36(2), 171-186.
    • http://dx.doi.org/10.2307/3152091 Bontis, N., Chua, C.K., & Richardson, S. (2000). Intellectual capital and business performance in Malaysian Industries. Journal of Intellectual Capital, 1(1), 85-100. http://dx.doi.org/10.1108/14691930010324188 Boulding, W., Kalra, A., & Staelin R. (1999). The Quality Double Whammy: The Rich Get Richer. Journal of Marketing Science, 18(4), 363-384. http://dx.doi.org/10.1287/mksc.18.4.463 Davenport, T.H., Harris, J.G., & Kohli, A.K. (2001). How Do They Know Their Customers So Well? Sloan Management Review, 42(Winter), 63-73.
    • Dwyer, R.R., Schurr, P.H., & Oh, S. (1987). Developing Buyer-Seller Relations. Journal of Marketing, 51 (April), 11-28. http://dx.doi.org/10.2307/1251126 Fornell, C. (2007). The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference. N.Y.: Palgrave Macmillan.
    • Gay, L.R. (1992). Educational Research Competencies for Analysis and Application. New York: Macmillan.
    • Gilbert, G.R., & Veloutsou, C. (2006). A Cross-Industry Comparison of Customer Satisfaction. Journal of Services Marketing, 20(5), 298-307. http://dx.doi.org/10.1108/08876040610679918 Guest, D.E. (1997). Human resource management and performance: a review and research agenda. Journal of Human Resource Management, 8(3), 263-276.
    • Gupta, S., Lehmann D.R., & Stuart, J.A. (2004). Valuing Customers. Journal of Marketing Research, 40 (February), 7-18. http://dx.doi.org/10.1509/jmkr.41.1.7.25084 Hair, J.F., Anderson, R.E., Tatham, R.L., & Black, W.C. (2006). Multivariate Analysis (6th ed.). New Jersey: Prentice Hall International.
    • Heskett, J.L., Jones, T.O., Loveman, G., Sasser, W.E. Jr., & Schlesinger, L.A. (1994). Putting the Service-Profit Chain to Work. Harvard Business Review, 72(2), 164-174.
    • Hogan, J.E., Lemon, K.N., & Rust, R.T. (2002). Customer Equity Management: Charting New Directions for Future of Marketing. Journal of Service Research, 5 (1), 4-12. http://dx.doi.org/10.1177/1094670502005001002 Kamakura, W.A., Mittal, V., de Rosa, F., & Mazzon, J.A. (2002). Assessing the Service Profit Chain. Journal of Marketing Science, 21 (Summer), 294-317. http://dx.doi.org/10.1287/mksc.21.3.294.140 Kaplan, R.S., & Norton, D.P. (1996). Using the balanced scorecard as a strategic management system. Harvard Business Review, (Jan-Feb), 75-85.
    • Khong, K.W. (2003). An Examination of the Critical Success Factors of the Business Process Re-Engineering Implementation Process in Malaysian Domestic Banks and Financial Companies. Unpublished doctoral thesis, Multimedia University, Malaysia.
    • Kotler, P., & Armstrong, G. (2002). Principles of Marketing, (9th ed.). Taipei: Tung-Hwa.
    • Kumar, V., & Reinartz, W. J. (2006). Customer Relationship Management: A Databased Approach (1st ed.). New York: John Wiley & Sons, Inc.
    • Liu, Y. (2006). Word-of Mouth for movies: Its Dynamic and Impact on Box Office Revenue. Journal of Marketing, 70 (July), 74-89. http://dx.doi.org/10.1509/jmkg.70.3.74 Misner, I.R. (1999). The World's Best Known Marketing Secret: Building Your Business with Word-of Mouth Marketing (2nd ed.). Austin: Bard Press.
    • Mithas, S., Krishnan, M.S., & Fornell, C. (2005). Why Do Customer Relationship Management Applications Affect Customer Satisfaction? Journal of Marketing, 69(October), 201-209.
    • http://dx.doi.org/10.1509/jmkg.2005.69.4.201 Moorthy, S., & Srinivasan, K. (1995). Signaling Quality with a Money-Back Guarantee: The Role of Transaction Costs. Journal of Marketing Science, 14(4), 442-446. http://dx.doi.org/10.1287/mksc.14.4.442 Morales, A.C. (2005). Giving Firms an ā€œEā€ for Effort: Consumer Responses to High-Effort Firms. Journal of Consumer Research, 31 (March), 806-812. http://dx.doi.org/10.1086/426615 Morschett, D. (2006). Firm-Specific Influences on the Internalization of After-Sales Service Activities in Foreign Markets. Journal of Services Marketing, 20 (5), 309-323. http://dx.doi.org/10.1108/08876040610679927 Mulhern, F. (1999). Customer Profitability Analysis: Measurement, Concentration, and Research Directions.
    • Journal of Interactive Marketing, 13 (Winter), 25-40.
    • Niraj, R., Gupta, M., & Narasimhan, C. (2001). Customer Profitability in a Supply Chain. Journal of Marketing, 65 (July), 1-16. http://dx.doi.org/10.1509/jmkg.65.3.1.18332 Oliver, R.L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63 (Special Issue), 33-44.
    • http://dx.doi.org/10.2307/1252099 Ratchford, B.T. (2001). The Economics of Consumer Knowledge. Journal of Consumer Research, 27(4), 397-409. http://dx.doi.org/10.1086/319617 Reichheld, F.F., & Sasser, W.E. Jr. (1990). Zero Defections: Quality Comes to Services. Harvard Business Review, 68(5), 105-11.
    • Reinartz, W., Krafft, M., & Hoyer, W.D. (2004). The CRM Process: Its Measurement and Impact on Performance.
    • Journal of Marketing Research, 41 (August), 293-305. http://dx.doi.org/10.1509/jmkr.41.3.293.35991 Rust, R.T., Lemon, K.N., & Zeithaml, V.A. (2001). Driving Customer Equity: Linking Customer Lifetime Value to Strategic Marketing Decisions. Marketing Science Institute, Working Paper No. 01-108.
    • Rust, R.T., Zahorik, A.J., & Keiningham, T.L. (1995). Return on Quality (ROQ): Making Service Quality Financially Accountable. Journal of Marketing, 59(April), 58-70. http://dx.doi.org/10.2307/1252073 Sharma, A., Levy, M., & Kumar, A. (2000). Knowledge Structures of Salespeople as Antecedents of Retail Sales Performance: An Empirical Examination. Journal of Retailing, 76(1), (Spring), 53-69.
    • http://dx.doi.org/10.1016/S0022-4359(99)00023-8 Shoemaker, M.E. (2001). A framework for examining IT-enabled market relationships. Journal of Personal Tuli, K.R., & Bharadwaj, S. (2009). Customer Satisfaction and Stock Returns Risk. Journal of Marketing, 73 (November), 184-197. http://dx.doi.org/10.1509/jmkg.73.6.184 Villanueva, J., Yoo, S., & Hanssens, D.M. (2008). The Impact of Marketing-Induced vs. Word-of-Mouth Customer Acquisition on Customer Equity Growth. Journal of Marketing Research, 45(February), 48-59.
    • http://dx.doi.org/10.1509/jmkr.45.1.48 Wu, M.L., & Tu, C. T. (2008). SPSS and the Application and Analysis of Statistics. Taipei: Wu-Nan.
    • Yao, H.I., & Khong, K.W. (2011). Effectiveness of Customer Relationship Management on Customer Satisfaction in the Commercial Banks of Taiwan. Contemporary Management Research Journal, 7(1), 1-12.
    • Yao, H.I., & Khong, K.W. (2008). Effectiveness of CRM on Customer Satisfaction and Performance in the Internet Banking of Taiwan. The 30th Annual Marketing Science Conference of the INFORMS, University of British Columbia, Canada.
    • Zeithaml, V.A., Parasuraman, A., & Berry, L.L. (1990). Delivering Quality Service. New York: Free Press.
    • Zeithaml, V.A., Rust, R.T., & Lemon, K.N. (2001). The Customer Pyramid: Creating and Serving Profitable Customers. California Management Review, 43(4), 118-142.
    • Zhang, H. (2005). Share Price Performance Following Actual Share Repurchases. Journal of Banking and Finance, 29, 1887-1901. http://dx.doi.org/10.1016/j.jbankfin.2004.06.038 Source: Yao and Khong (2011)
  • No related research data.
  • No similar publications.

Share - Bookmark

Cite this article