The Healthcare industry is undergoing a paradigm shift from healthcare institution-centred care to a citizen-centred care that emphasises on continuity of care from prevention to rehabilitation. The recent development of Information and Communication Technology (ICT), especially the Internet and its related technologies has become the main driver of the paradigm shift. Managing relationship wit...

Proponents of Customer Relationship Management (CRM) suggest that a firm can develop a value creation relationship, such that an increase in customer value, leads to an increase in firm value (Mithas et al., 2005). The value for the customers comes from the provision of goods and services that match their needs. However, the research to date on using e-CRM systems to both foster and monitor thi...

With the rapid change of business competitive environment, enterprise resource integration and innovative issues of business operation have gradually become the most important issues for businesses. Furthermore, many enterprises have implemented novel information technology and developing the innovative e-business applications systems such as enterprise resource planning (ERP), customer relatio...

The aim of this paper is to develop a reliable and valid CRM (Customer relationship management) scale specifically catering to Indian banking sector. An exhaustive review of literature on CRM was followed by depth interview and questionnaire survey. Exploratory factor analysis was followed by confirmatory factor analysis, which was presented in three forms; the single factor model, covariance m...

Customer relationship management (CRM) has become a strategic initiative aimed at getting, growing, and retaining the right customers. A great amount of numeric data and even more soft information are available about customers. In this paper we analyze the relative importance of factors and the priority of the schemes by constructing the CRM hierarchy model for Small and Medium Enterprises. Und...

The aim of this study is assessing the effectiveness of Customer Relationship Management factors in Isfahan tourism and travel agencies by Structural Equation Modeling (SEM). It is practical according to the goal and it’s a kind of descriptive survey in terms of methodology. Research population included all of staffs and managers at tourism and travel agencies in Isfahan in 2012 that 274 of the...

This paper presents a formative measurement model for Social CRM technology use from an organizational perspective. The current literature measures the usage of Social Media technologies (e.g., Facebook) and single Social CRM features (e.g., information generation) with reflective indicators, but does not provide a structured approach, which would generate deeper insights into this research fie...

1.Introduction: CRM started in the late 1990’s when the organization realized that According to chen et.al Customer relation management can be defined as the combination of people, process and technology. Another definition says that CRM is the process of interacting with the current and future customers and analyzing the history of customers with the organization which helps in improving the r...

Customer relationship management is a multiple perspective business paradigm which helps companies gaining competitive advantage through relationships with their customers. An integrated framework for evaluating CRM performance is an important issue which is not addressed completely in previous studies. The main purpose and the most important contribution of this study is introducing a framewor...