메뉴 건너뛰기




Volumn 27, Issue 8, 2007, Pages 1021-1039

Towards a successful CRM implementation in banks: An integrated model

(1)  Eid, Riyad a  

a NONE

Author keywords

[No Author keywords available]

Indexed keywords

BANKING; MANAGEMENT; MARKETING; MODELING;

EID: 46749120637     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642060701673703     Document Type: Article
Times cited : (70)

References (53)
  • 1
    • 4243071191 scopus 로고    scopus 로고
    • Integrating customer data into customer relationship management strategy: An empirical study
    • Abbott, J., Stone, M. and Buttle, F. (2001) Integrating customer data into customer relationship management strategy: An empirical study. Journal of Database Marketing, 8:4, pp. 289-300.
    • (2001) Journal of Database Marketing , vol.8 , Issue.4 , pp. 289-300
    • Abbott, J.1    Stone, M.2    Buttle, F.3
  • 2
    • 0442310558 scopus 로고    scopus 로고
    • Evaluating functional relationship between image, customer satisfaction and customer loyalty using general maximum entropy
    • Abdullah, M., Al-Nasser, A. and Husain, N. (2000) Evaluating functional relationship between image, customer satisfaction and customer loyalty using general maximum entropy. Total Quality Management, 11:4, pp. 4-5.
    • (2000) Total Quality Management , vol.11 , Issue.4 , pp. 4-5
    • Abdullah, M.1    Al-Nasser, A.2    Husain, N.3
  • 3
    • 0000915693 scopus 로고    scopus 로고
    • The effective application of SAP R/3: A proposed model of best practice
    • Al-Mashari, M. and Zairi, M. (2000) The effective application of SAP R/ 3: A proposed model of best practice. Logistics Information Management, 13:3, pp. 156-166.
    • (2000) Logistics Information Management , vol.13 , Issue.3 , pp. 156-166
    • Al-Mashari, M.1    Zairi, M.2
  • 5
    • 17844391592 scopus 로고    scopus 로고
    • Antecedents and consequences of CRM technology acceptance in the sales force
    • Avlonitis, G. J. and Panagopoulos, N. G. (2005) Antecedents and consequences of CRM technology acceptance in the sales force. Industrial Marketing Management, 34:4, pp. 355-368.
    • (2005) Industrial Marketing Management , vol.34 , Issue.4 , pp. 355-368
    • Avlonitis, G.J.1    Panagopoulos, N.G.2
  • 6
    • 51249177591 scopus 로고
    • '(1988). 'On the Evaluation of Structural Equation Models'
    • Bagozzi, R. and Yi, Y. (1988) (1988). 'On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science, 16:1, pp. 74-94.
    • (1988) Journal of the Academy of Marketing Science , vol.16 , Issue.1 , pp. 74-94
    • Bagozzi, R.1    Yi, Y.2
  • 7
    • 0025397298 scopus 로고
    • Comparative fit indices in structural models
    • Bentler, M. B. (1990) Comparative fit indices in structural models. Psychological Bulletin, 107, pp. 238-246.
    • (1990) Psychological Bulletin , vol.107 , pp. 238-246
    • Bentler, M.B.1
  • 8
    • 4243159210 scopus 로고
    • Significance tests and goodness of fit in the analysis of covariance structures
    • Bentler, P. and Bonnet, D. G. (1980) Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88, pp. 588-606.
    • (1980) Psychological Bulletin , vol.88 , pp. 588-606
    • Bentler, P.1    Bonnet, D.G.2
  • 9
    • 20444456780 scopus 로고    scopus 로고
    • A customer relationship management system to target customers at Cisco
    • Bhaskar, R. (2004) A customer relationship management system to target customers at Cisco. Journal of Electronic Commerce in Organisations, 2:4, pp. 63-73.
    • (2004) Journal of Electronic Commerce in Organisations , vol.2 , Issue.4 , pp. 63-73
    • Bhaskar, R.1
  • 10
    • 0036112625 scopus 로고    scopus 로고
    • Customer relationship management: Key components for IT success
    • Bose, R. (2002) Customer relationship management: Key components for IT success. Industrial Management and Data Systems, 102:2, pp. 89-97.
    • (2002) Industrial Management and Data Systems , vol.102 , Issue.2 , pp. 89-97
    • Bose, R.1
  • 11
    • 17844403549 scopus 로고    scopus 로고
    • Sales force technology usage-reasons, barriers, and support: An exploratory investigation
    • Buehrer, R., Senecal, S., Pullins, E. and Bolman, E. (2005) Sales force technology usage-reasons, barriers, and support: An exploratory investigation. Industrial Marketing Management, 34:4, pp. 389-398.
    • (2005) Industrial Marketing Management , vol.34 , Issue.4 , pp. 389-398
    • Buehrer, R.1    Senecal, S.2    Pullins, E.3    Bolman, E.4
  • 12
    • 0000463789 scopus 로고    scopus 로고
    • Unpacking the systems development process: An empirical application of the CSF concept in a research context
    • Butler, T. and Fitzgerald, B. (1999) Unpacking the systems development process: An empirical application of the CSF concept in a research context. The Journal of Strategic Information Systems, 8:4, pp. 351-371.
    • (1999) The Journal of Strategic Information Systems , vol.8 , Issue.4 , pp. 351-371
    • Butler, T.1    Fitzgerald, B.2
  • 13
    • 33845510141 scopus 로고    scopus 로고
    • Toward a unified view of customer relationship management
    • Chan, O. J. (2005) Toward a unified view of customer relationship management. Journal of American Academy of Business, 6:1, pp. 32-38.
    • (2005) Journal of American Academy of Business , vol.6 , Issue.1 , pp. 32-38
    • Chan, O.J.1
  • 14
    • 84986131258 scopus 로고    scopus 로고
    • Understanding customer relationship management (CRM): People, process and technology
    • Chen, I. J. and Popovich, K. (2003) Understanding customer relationship management (CRM): People, process and technology. Business Process Management Journal, 9:5, pp. 672-688.
    • (2003) Business Process Management Journal , vol.9 , Issue.5 , pp. 672-688
    • Chen, I.J.1    Popovich, K.2
  • 16
    • 0002481047 scopus 로고
    • The new industrial engineering: Information technology and business process design
    • Davenport, T. H. and Short, J. E. (1990) The new industrial engineering: information technology and business process design. Sloan Management Review, 31:4, pp. 11-27.
    • (1990) Sloan Management Review , vol.31 , Issue.4 , pp. 11-27
    • Davenport, T.H.1    Short, J.E.2
  • 18
    • 0032369532 scopus 로고    scopus 로고
    • The role of relationship quality in the stratification of vendors as perceived by customers
    • Dorsch, M., Swanson, S. and Kelley, S. (1998) The role of relationship quality in the stratification of vendors as perceived by customers. Journal of the Academy of Marketing Science, 26:2, pp. 128-142.
    • (1998) Journal of the Academy of Marketing Science , vol.26 , Issue.2 , pp. 128-142
    • Dorsch, M.1    Swanson, S.2    Kelley, S.3
  • 21
    • 33846186299 scopus 로고    scopus 로고
    • Making B2B international internet marketing effective: A study of critical factors using a case study approach
    • Eid, R., Elbeltagi, I. and Zairi, M. (2006) Making B2B international internet marketing effective: A study of critical factors using a case study approach. Journal of International Marketing, 14:4, pp. 87-109.
    • (2006) Journal of International Marketing , vol.14 , Issue.4 , pp. 87-109
    • Eid, R.1    Elbeltagi, I.2    Zairi, M.3
  • 22
    • 0000595728 scopus 로고    scopus 로고
    • Redesigning the customer support process for the electronic economy: Insights from storage dimensions
    • Sawy, A. El (1997) Redesigning the customer support process for the electronic economy: Insights from storage dimensions. MIS Quarterly, 21:4, pp. 457-484.
    • (1997) MIS Quarterly , vol.21 , Issue.4 , pp. 457-484
    • El Sawy, A.1
  • 24
    • 46749092293 scopus 로고    scopus 로고
    • Implementation issues in CRM: A study in the Indian banking sector
    • Gupta, M. and Shukla, S. (2001) Implementation issues in CRM: A study in the Indian banking sector. Productivity, 42:1, pp. 26-38.
    • (2001) Productivity , vol.42 , Issue.1 , pp. 26-38
    • Gupta, M.1    Shukla, S.2
  • 25
    • 0001298494 scopus 로고    scopus 로고
    • Critical success factors in data management
    • Guynes, C. and Vanecek, M. T. (1996) Critical success factors in data management. Information and Management, 30:4, pp. 201-209.
    • (1996) Information and Management , vol.30 , Issue.4 , pp. 201-209
    • Guynes, C.1    Vanecek, M.T.2
  • 27
    • 4243143943 scopus 로고    scopus 로고
    • Does the level of experience have an effect on CRM programs? Exploratory research findings
    • Hart, S., Hogg, G. and Banerjee, M. (2004) Does the level of experience have an effect on CRM programs? Exploratory research findings. Industrial Marketing Management, 33, pp. 549-560.
    • (2004) Industrial Marketing Management , vol.33 , pp. 549-560
    • Hart, S.1    Hogg, G.2    Banerjee, M.3
  • 30
    • 0001352565 scopus 로고
    • Recent developments in structural equation modeling
    • Joreskog, K. and Sorbom, D. (1982) Recent developments in structural equation modeling. Journal of Marketing Research, 19, pp. 404-416.
    • (1982) Journal of Marketing Research , vol.19 , pp. 404-416
    • Joreskog, K.1    Sorbom, D.2
  • 32
    • 20344383542 scopus 로고    scopus 로고
    • The state of CRM adoption by the financial services in the UK: An empirical investigation
    • Karakostas, B., Kardarasb, D. and Papathanassiou, E. (2004) The state of CRM adoption by the financial services in the UK: An empirical investigation. Information and Management, 42:6, pp. 853-863.
    • (2004) Information and Management , vol.42 , Issue.6 , pp. 853-863
    • Karakostas, B.1    Kardarasb, D.2    Papathanassiou, E.3
  • 33
    • 20444463754 scopus 로고    scopus 로고
    • USING customer relationship management to increase profit
    • Kennedy, M. E. and King, A. M. (2004) USING customer relationship management to increase profit. Strategic Finance, 85:9, pp. 36-42.
    • (2004) Strategic Finance , vol.85 , Issue.9 , pp. 36-42
    • Kennedy, M.E.1    King, A.M.2
  • 34
    • 1542320686 scopus 로고    scopus 로고
    • Customer-centric marketing ROI
    • Lenskold, J. D. (2004) Customer-centric marketing ROI. Marketing Management, 13:1, pp. 26-31.
    • (2004) Marketing Management , vol.13 , Issue.1 , pp. 26-31
    • Lenskold, J.D.1
  • 35
    • 84986091923 scopus 로고    scopus 로고
    • CRM packaged software: A study of organisational experiences
    • Light, B. (2003) CRM packaged software: A study of organisational experiences. Business Process Management Journal, 9:5, pp. 603-616.
    • (2003) Business Process Management Journal , vol.9 , Issue.5 , pp. 603-616
    • Light, B.1
  • 36
    • 26844498246 scopus 로고    scopus 로고
    • The human side of customer relationship management
    • McGovern, T. and Panaro, J. (2004) The human side of customer relationship management. Benefits Quarterly, 20:3, pp. 26-33.
    • (2004) Benefits Quarterly , vol.20 , Issue.3 , pp. 26-33
    • McGovern, T.1    Panaro, J.2
  • 38
    • 6444244951 scopus 로고    scopus 로고
    • How to measure CRM success
    • McKim, B. and Hughes, A. (2000) How to measure CRM success. Target Marketing, 23:10, pp. 138-149.
    • (2000) Target Marketing , vol.23 , Issue.10 , pp. 138-149
    • McKim, B.1    Hughes, A.2
  • 42
    • 20344381174 scopus 로고    scopus 로고
    • Relationship marketing: Schools of thought and future research directions
    • Palmer, R., Lindgreen, A. and Vanhamme, J. (2005) Relationship marketing: Schools of thought and future research directions. Marketing Intelligence and Planning, 23:3, pp. 313-330.
    • (2005) Marketing Intelligence and Planning , vol.23 , Issue.3 , pp. 313-330
    • Palmer, R.1    Lindgreen, A.2    Vanhamme, J.3
  • 43
    • 4243180305 scopus 로고    scopus 로고
    • The role of multichannel integration in customer relationship management
    • Payne, A. and Frow, P. (2004) The role of multichannel integration in customer relationship management. Industrial Marketing Management, 33, pp. 527-538.
    • (2004) Industrial Marketing Management , vol.33 , pp. 527-538
    • Payne, A.1    Frow, P.2
  • 44
    • 0002663735 scopus 로고
    • From competitive advantage to corporate strategy
    • Porter, M. (1987) From competitive advantage to corporate strategy. Harvard Business Review, 65:3, pp. 43-95.
    • (1987) Harvard Business Review , vol.65 , Issue.3 , pp. 43-95
    • Porter, M.1
  • 47
    • 0042753501 scopus 로고    scopus 로고
    • The loyalty effect - The relationship between loyalty and profits
    • Reichheld, F. F., Markey Jr., R. G. and Hopton, C. (2000) The loyalty effect - the relationship between loyalty and profits. European Business Journal, 12:3, pp. 134-141.
    • (2000) European Business Journal , vol.12 , Issue.3 , pp. 134-141
    • Reichheld, F.F.1    Markey Jr., R.G.2    Hopton, C.3
  • 48
    • 10344258646 scopus 로고    scopus 로고
    • The antecedents and consequences of organisational and personal commitment in business service relationship
    • Tellefsen, T. and Thomas, G. P. (2005) The antecedents and consequences of organisational and personal commitment in business service relationship. Industrial Marketing Management, 34, pp. 23-37.
    • (2005) Industrial Marketing Management , vol.34 , pp. 23-37
    • Tellefsen, T.1    Thomas, G.P.2
  • 50
    • 46749154437 scopus 로고    scopus 로고
    • E-CRM - Issues of semantics, domain and implementation
    • Umashankar, V. (2001) E-CRM - issues of semantics, domain and implementation. Productivity, 42:1, pp. 19-25.
    • (2001) Productivity , vol.42 , Issue.1 , pp. 19-25
    • Umashankar, V.1
  • 51
    • 84992975947 scopus 로고    scopus 로고
    • An inegrated framework for customer value and customer relationship management performance: A customer-based perspective from China
    • Wang, Y., Lo, H. P., Chi, R. and Yang, Y. (2004) An inegrated framework for customer value and customer relationship management performance: A customer-based perspective from China. Managing Service Quality, 14:23, pp. 169-182.
    • (2004) Managing Service Quality , vol.14 , Issue.23 , pp. 169-182
    • Wang, Y.1    Lo, H.P.2    Chi, R.3    Yang, Y.4
  • 53
    • 4243107245 scopus 로고    scopus 로고
    • An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon
    • Zablah, A. R., Bellenger, D. N. and Johnston, W. J. (2004) An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon. Industrial Marketing Management, 33, pp. 475-489.
    • (2004) Industrial Marketing Management , vol.33 , pp. 475-489
    • Zablah, A.R.1    Bellenger, D.N.2    Johnston, W.J.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.