咨询客服 咨询客服

Investigating the moderated mediation effect on customer relationship management and customer acquisition

Abstract:
The study examines the moderated mediation effect of employee s experience on customer relationship management (CRM) and customer acquisition (CA) through job satisfaction. This study is based on the Gartner s frameworks for successful CRM. It provides empirical evidence on the positive influence of CRM on CA and then tests the moderated mediation effect. The participants in the study are employees of selected retail stores. More than 300 employees answered the questionnaire, but only 284 responses were complete in all aspects, so the number of participants in the study is 284. The study finds that the CRM strategy has a significant influence on CA with a standardised regression weight of 0.12. The study concludes that the employee s experience is moderating the relationship between CRM and CA through employee s job satisfaction. It also provides information on what and how CRM can be practiced in the real world.
Author Listing: Subhasish Das;Manit Mishra;Prasanta Kumar Mohanty
Volume: 12
Pages: 167
DOI: 10.1504/ijecrm.2019.10025688
Language: English
Journal: International Journal of Electronic Customer Relationship Management

International Journal of Electronic Customer Relationship Management

影响因子:0.0
是否综述期刊:否
是否OA:否
是否预警:不在预警名单内
发行时间:-
ISSN:1750-0664
发刊频率:-
收录数据库:Scopus收录
出版国家/地区:-
出版社:Inderscience Publishers

期刊介绍

年发文量 -
国人发稿量 -
国人发文占比 -
自引率 0.0%
平均录取率 -
平均审稿周期 -
版面费 -
偏重研究方向 Business, Management and Accounting-Business, Management and Accounting (all)
期刊官网 -
投稿链接 -

质量指标占比

研究类文章占比 OA被引用占比 撤稿占比 出版后修正文章占比
0.00% 0.00% - -

相关指数

影响因子
影响因子
年发文量
自引率
Cite Score

预警情况

时间 预警情况
2025年03月发布的2025版 不在预警名单中
2024年02月发布的2024版 不在预警名单中
2023年01月发布的2023版 不在预警名单中
2021年12月发布的2021版 不在预警名单中
2020年12月发布的2020版 不在预警名单中

JCR分区 WOS分区等级:Q0区

版本 按学科 分区
WOS期刊SCI分区
(2021-2022年最新版)

中科院分区

版本 大类学科 小类学科 Top期刊 综述期刊
暂无数据