In recent years, the concept of customer relationship management (CRM) has undergone a
major change from being a strategy that focused solely on establishing financial bonds with …

Enterprises around the world, and particularly small and medium enterprises (SMEs) in
emerging economies, are facing an increasing number of threats and challenges due to …

Customer relationship management (CRM) has a growing popularity and is becoming one
of the hottest academic and practical topics in the business field. In fact, due to the …

Purpose The purpose of this paper is to develop an integrated framework to explore the
influences of electronic customer relationship management (ECRM) success factors …

Purpose This paper examines the interaction of human capital and CRM on the performance
of SMEs in Yemen. Design/methodology/approach The study used a quantitative approach …

Purpose This paper aims to examine a model that uses customer service quality as an
intervening mechanism in the relationship between customer relationship management …

This study was conducted, to examine the impact of CRM capability dimensions, on
organizational performance. The study identified four customer relationship management …

Purpose–Valid measurement scales for predicting the adoption of hoteliers' customer‐
centric orientation are in short supply. The present research develops and validates a new …

Purpose Customer satisfaction (CS) is a key factor in maintaining customer relations and
achieving corporate success. This paper aims to empirically investigate the value relevance …

Customer relationship management has emerged as a critical focal point in both academic
research and practical implementation across various industries, particularly within the …