| Title | The Study on the Effectiveness of Sustainable Customer Relationship Management: Evidence from the Online Shopping Industry |
|---|---|
| ID_Doc | 65269 |
| Authors | Li, JL; Lin, ZK; Zhang, XH |
| Title | The Study on the Effectiveness of Sustainable Customer Relationship Management: Evidence from the Online Shopping Industry |
| Year | 2023 |
| Published | Sustainability, 15.0, 7 |
| Abstract | Sustainable development integrates business, environmental, and social objectives into a unified effort to achieve a common goal. Sustainable customer relationship management (CRM) combines company strategy, customer-focused business processes, and computer technologies. From the consumer's perspective, it lowers psychological, energy, time, and other costs; from the company's perspective, it offers a means of engaging with customers to build lasting and reliable relationships. The sustainable CRM program provides advantages to businesses in various industries, particularly online commerce. It alludes to a comprehensive strategy that promotes solid interactions between buyers and sellers of goods and services. Since current customer retention is less costly than new customer attraction in competitive markets, especially online shopping, identifying the factors affecting relationship management with stable customers is essential. This investigation intends to evaluate the effect of the use of management information systems (MIS), as well as insights on employee behavior and knowledge, and customer behavior (satisfaction and loyalty), on the effectiveness of sustainable CRM in online shopping. The model is validated using the PLS-SEM technique, and study sample of 293 employees and managers from private organizations. According to the results, the MIS, employee behavior and knowledge, customer satisfaction, and customer loyalty influence the effectiveness of sustainable CRM in online shopping. Furthermore, employee behavior and knowledge positively moderate the relationship between customer loyalty and the effectiveness of sustainable CRM. However, the moderating role of employee behavior and knowledge on customer satisfaction and the effectiveness of sustainable CRM is not confirmed. Overall, taking these characteristics into account might help organizations to take significant steps toward increasing the efficacy of sustainable CRM. |
| https://www.mdpi.com/2071-1050/15/7/5911/pdf?version=1680074681 |
Similar Articles
| ID | Score | Article |
|---|---|---|
71257
|
Javalgi, RG; Radulovich, LP; Pendleton, G; Scherer, RF Sustainable competitive advantage of internet firms - A strategic framework and implications for global marketers(2005)International Marketing Review, 22.0, 6 | |
| 66190
|
Alenazi, SA; Alanazi, TM The Mediating Role of Sustainable Dynamic Capabilities in the Effect of Social Customer Relationship Management on Sustainable Competitive Advantage: A Study on SMEs in Saudi Arabia(2023)Sustainability, 15.0, 3 | |
| 69871
|
Osarenkhoe, A; Bennani, AE An exploratory study of implementation of customer relationship management strategy(2007)Business Process Management Journal, 13, 1 | |
| 77927
|
Gil-Gomez, H; Guerola-Navarro, V; Oltra-Badenes, R; Lozano-Quilis, JA Customer relationship management: digital transformation and sustainable business model innovation(2020)Economic Research-Ekonomska Istrazivanja, 33, 1 | |
| 73966
|
Rahardja, U; Hongsuchon, T; Hariguna, T; Ruangkanjanases, A Understanding Impact Sustainable Intention of S-Commerce Activities: The Role of Customer Experiences, Perceived Value, and Mediation of Relationship Quality(2021)Sustainability, 13, 20 | |
| 76235
|
Hengboriboon, L; Sayut, T; Srisathan, WA; Naruetharadhol, P; Feng, GC Strengthening a company- customer relationship from sustainable practices: A case study of petrotrade in Laos(2022)Cogent Social Sciences, 8, 1 | |
| 74437
|
Bhat, SA; Darzi, MA Service, People and Customer Orientation: A Capability View to CRM and Sustainable Competitive Advantage(2018)Vision-The Journal Of Business Perspective, 22, 2 | |
| 75007
|
Hitka, M; Pajtinkova-Bartakova, G; Lorincova, S; Palus, H; Pinak, A; Lipoldova, M; Krahulcova, M; Slastanova, N; Gubiniova, K; Klaric, K Sustainability In Marketing Through Customer Relationship Management In A Telecommunication Company(2019) | |
| 65252
|
Shin, Y; Thai, VV A study of the influence of sustainable management activities on customer satisfaction and long-term orientation in the shipping industry: evidence from users of Korean flagged shipping service(2016)International Journal Of Shipping And Transport Logistics, 8.0, 1 | |
| 74525
|
Ingaldi, M; Ulewicz, R How to Make E-Commerce More Successful by Use of Kano's Model to Assess Customer Satisfaction in Terms of Sustainable Development(2019)Sustainability, 11, 18 |