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The effects of Customer Relationship Management (CRM) and customer perceived value dimensions: a proposed conceptual framework for customer loyalty

The failure of customer relationship management (CRM) initiatives to improve the bottom-line has led to authors questioning the direct unconditional effects of CRM on customer loyalty, with calls for more studies to examine possible intervening variables explaining the mechanism of influence between...

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Main Authors: Agbemabiese, George Cudjoe, Hashim, Haslinda, Jo Ho, Ann, Sambasivan, Murali
Format: Book Section
Published: IGI Global 2022
Online Access:http://psasir.upm.edu.my/id/eprint/99993/
https://www.igi-global.com/gateway/chapter/292341
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id my.upm.eprints.99993
record_format eprints
spelling my.upm.eprints.999932024-07-12T07:45:41Z http://psasir.upm.edu.my/id/eprint/99993/ The effects of Customer Relationship Management (CRM) and customer perceived value dimensions: a proposed conceptual framework for customer loyalty Agbemabiese, George Cudjoe Hashim, Haslinda Jo Ho, Ann Sambasivan, Murali The failure of customer relationship management (CRM) initiatives to improve the bottom-line has led to authors questioning the direct unconditional effects of CRM on customer loyalty, with calls for more studies to examine possible intervening variables explaining the mechanism of influence between CRM and customer loyalty. While researchers have advanced knowledge on the generative mechanisms by which CRM influences customer loyalty, the mediating role of customer perceived value (CPV) dimensions including functional, social, and emotional values have received very little attention in the literature. This chapter proposes a comprehensive model incorporating CRM, CPV dimensions (including functional, emotional, and social values), and customer loyalty. Underpinned by the resource based-view and equity theories, the proposed model explores the direct and indirect effects of CRM on customer loyalty through CPV dimensions within the banking context. The integrated framework is a result of a careful review of the literature pertaining to CRM, customer loyalty, and CPV. IGI Global 2022 Book Section PeerReviewed Agbemabiese, George Cudjoe and Hashim, Haslinda and Jo Ho, Ann and Sambasivan, Murali (2022) The effects of Customer Relationship Management (CRM) and customer perceived value dimensions: a proposed conceptual framework for customer loyalty. In: Moving businesses online and embracing e-commerce. IGI Global, U.S.A, 118 - 138. ISBN 9781799882961 https://www.igi-global.com/gateway/chapter/292341 10.4018/978-1-7998-8294-7.ch006
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
description The failure of customer relationship management (CRM) initiatives to improve the bottom-line has led to authors questioning the direct unconditional effects of CRM on customer loyalty, with calls for more studies to examine possible intervening variables explaining the mechanism of influence between CRM and customer loyalty. While researchers have advanced knowledge on the generative mechanisms by which CRM influences customer loyalty, the mediating role of customer perceived value (CPV) dimensions including functional, social, and emotional values have received very little attention in the literature. This chapter proposes a comprehensive model incorporating CRM, CPV dimensions (including functional, emotional, and social values), and customer loyalty. Underpinned by the resource based-view and equity theories, the proposed model explores the direct and indirect effects of CRM on customer loyalty through CPV dimensions within the banking context. The integrated framework is a result of a careful review of the literature pertaining to CRM, customer loyalty, and CPV.
format Book Section
author Agbemabiese, George Cudjoe
Hashim, Haslinda
Jo Ho, Ann
Sambasivan, Murali
spellingShingle Agbemabiese, George Cudjoe
Hashim, Haslinda
Jo Ho, Ann
Sambasivan, Murali
The effects of Customer Relationship Management (CRM) and customer perceived value dimensions: a proposed conceptual framework for customer loyalty
author_facet Agbemabiese, George Cudjoe
Hashim, Haslinda
Jo Ho, Ann
Sambasivan, Murali
author_sort Agbemabiese, George Cudjoe
title The effects of Customer Relationship Management (CRM) and customer perceived value dimensions: a proposed conceptual framework for customer loyalty
title_short The effects of Customer Relationship Management (CRM) and customer perceived value dimensions: a proposed conceptual framework for customer loyalty
title_full The effects of Customer Relationship Management (CRM) and customer perceived value dimensions: a proposed conceptual framework for customer loyalty
title_fullStr The effects of Customer Relationship Management (CRM) and customer perceived value dimensions: a proposed conceptual framework for customer loyalty
title_full_unstemmed The effects of Customer Relationship Management (CRM) and customer perceived value dimensions: a proposed conceptual framework for customer loyalty
title_sort effects of customer relationship management (crm) and customer perceived value dimensions: a proposed conceptual framework for customer loyalty
publisher IGI Global
publishDate 2022
url http://psasir.upm.edu.my/id/eprint/99993/
https://www.igi-global.com/gateway/chapter/292341
_version_ 1805889515653431296
score 13.211869

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