☆ 4.5 Review

The nexus between quality of customer relationship management systems and customers' satisfaction: Evidence from online customers' reviews

HELIYON (2023)

相关参考文献

注意：仅列出部分参考文献，下载原文获取全部文献信息。

Article Business

Exploring the factors influencing consumer engagement behavior regarding short-form video advertising: A big data perspective

Lin Xiao et al.

Summary: This study aims to explore the key features of short-form video advertisements that influence consumer engagement behavior. Through analyzing data from TikTok, it was found that performance expectancy, entertainment, tie strength, and sales approach are significantly related to consumer engagement behavior. The study extends consumer engagement behavior research by combining uses and gratifications theory and signal theory, and highlights the importance of product type in advertising literature. It also provides practical implications for sellers and marketers on attracting consumer engagement and making data-driven decisions.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2023)

添加到收藏夹

Article Information Science & Library Science

Identification and simulation of key influencing factors of online health information service quality from the perspective of information ecology

Xing Zhai et al.

Summary: In this study, the factors affecting the quality of online health information services were investigated using the Information Ecology theory. The fuzzy D-I-S method was used to analyze various factors of online health information service quality and their impact on future services. The main factors affecting the service quality were identified and four core factors, including technology intelligence, service interactivity, information use convenience, and system ease-of-use, were simulated for improved service quality. The study provides a basis for constructing evaluation indicators and improving the quality of online health information services.

LIBRARY & INFORMATION SCIENCE RESEARCH (2023)

添加到收藏夹

Article Computer Science, Artificial Intelligence

Mining online reviews for ranking products: A novel method based on multiple classifiers and interval-valued intuitionistic fuzzy TOPSIS

Ke Li et al.

Summary: This study proposes a novel method for product ranking based on mining online reviews and a fuzzy TOPSIS approach. The method effectively assists customers in making purchasing decisions by analyzing online reviews and ranking alternative products.

APPLIED SOFT COMPUTING (2023)

添加到收藏夹

Review Business

Online reviews and high-involvement product sales: Evidence from offline sales in the Chinese automobile industry

Shutian Wang et al.

Summary: Online reviews are a free sales assistance tool that plays a crucial role in consumers' purchasing decisions. Most studies have focused on the impact of online reviews on low-involvement products, leaving little research on high-involvement products. This study collects sales and online review data to analyze the effect of online reviews on high-involvement products sales and explores the relationship between the valence and volume of online reviews. The findings reveal an inverted U-shaped relationship between online review valence and sales, with the volume of reviews positively influencing sales. The valence of reviews also moderates the relationship between volume and sales. These results contribute to a better understanding of the impact of online reviews on offline sales and offer guidance for promoting high-involvement products.

ELECTRONIC COMMERCE RESEARCH AND APPLICATIONS (2023)

添加到收藏夹

Article Business

Social media user behavior analysis applied to the fashion and apparel industry in the big data era

Zhebin Xue et al.

Summary: With the rapid development of the Internet and new media, social media data analysis has become increasingly important for understanding user behavior in the fashion industry. This paper examines the current status of social media user behavior analysis applied to fashion and apparel, and explores its potential for advanced product development and decision-making in the era of big data.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2023)

添加到收藏夹

Article Business

Key factors of educational CRM success and institution performance: A SEM analysis

Ade Octavia et al.

Summary: This study aimed to determine the predicting role of institutional capability (IC), student orientation (SO), digital technology (DT), and facilitating condition (FC) to Educational Customer Relationship Management (EdCRM) success. The results showed that IC, SO, and DT significantly predicted EdCRM success, while FC insignificantly predicted EdCRM success. FC and EdCRM success strongly predicted institution performance (IP).

COGENT BUSINESS & MANAGEMENT (2023)

添加到收藏夹

Article

Improving Real Estate CRM User Experience and Satisfaction: A User-Centered Design Approach

Mariana Sobral Ferreira et al.

Journal of Open Innovation: Technology, Market, and Complexity (2023)

添加到收藏夹

Article Business

Text mining approach to explore determinants of grocery mobile app satisfaction using online customer reviews

Avinash Kumar et al.

Summary: In recent years, the proliferation of grocery mobile apps has accelerated due to increasing acceptance of mobile grocery shopping. Customer satisfaction is crucial for these apps in a highly competitive market, and online reviews provide valuable information for analyzing it. This study uses Latent Dirichlet Analysis (LDA) to analyze online customer reviews and identify determinants of satisfaction. Dominance analysis and correspondence analysis were conducted to understand the importance and differentiation of these determinants. The results will help business managers of grocery mobile apps make informed decisions on customer satisfaction management.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2023)

添加到收藏夹

Article Business

Analysis of customers' satisfaction with baby products: The moderating role of brand image

Mehrbakhsh Nilashi et al.

Summary: Textual reviews and ratings are used to assess customers' previous experiences and reflect their satisfaction levels with the service or product. Online reviews and ratings play a vital role in evaluating service performance and product quality. This research examines customers' satisfaction with baby products on Amazon.com through text mining and survey-based methodologies, while also investigating the moderating role of brand image on the relationship between satisfaction and recommendations. Data from online reviews and a large-scale survey were analyzed using PLS-SEM, revealing influential factors and the significant impact of brand image.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2023)

添加到收藏夹

Article Multidisciplinary Sciences

Factors influencing cloud service quality and their relationship with customer satisfaction and loyalty

Rajesh Agarwal et al.

Summary: The quality of cloud service is crucial for the success of global businesses today. This paper aims to identify the factors of cloud service quality and examine their impact on customer satisfaction and loyalty. A survey of 419 cloud experts/users in India was conducted using an organized questionnaire based on Likert scale. The study found that agility, assurance of service, reliability, scalability, security, service responsiveness, and usability all significantly contribute to overall cloud service quality. Furthermore, customer satisfaction partially mediates the relationship between service quality and customer loyalty.

HELIYON (2023)

添加到收藏夹

Article Computer Science, Information Systems

Ebola Optimization Search Algorithm: A New Nature-Inspired Metaheuristic Optimization Algorithm

Olaide Nathaniel Oyelade et al.

Summary: This study proposes a novel bio-inspired and population-based optimization algorithm named Ebola Optimization Search Algorithm (EOSA) based on the propagation mechanism of the Ebola virus disease. The algorithm outperforms popular metaheuristic algorithms such as Particle Swarm Optimization Algorithm (PSO), Genetic Algorithm (GA), and Artificial Bee Colony Algorithm (ABC) in terms of scalability, convergence, and sensitivity analyses. The algorithm is also successfully applied to the problem of selecting the best combination of convolutional neural network (CNN) hyperparameters in the image classification of digital mammography.

IEEE ACCESS (2022)

添加到收藏夹

Article Computer Science, Artificial Intelligence

Reptile Search Algorithm (RSA): A nature-inspired meta-heuristic optimizer

Laith Abualigah et al.

Summary: The paper introduces a novel nature-inspired meta-heuristic optimizer, RSA, based on the hunting behavior of crocodiles. Through implementing two main steps of crocodile behavior, RSA shows unique search methods compared to existing algorithms, and achieves better results in various test functions and engineering problems.

EXPERT SYSTEMS WITH APPLICATIONS (2022)

添加到收藏夹

Article Social Issues

Customer satisfaction with Restaurants Service Quality during COVID-19 outbreak: A two-stage methodology

Masoumeh Zibarzani et al.

Summary: This research explores customers' satisfaction and preferences of restaurants' services during the COVID-19 crisis using online reviews. It also investigates the moderating impact of COVID-19 safety precautions on restaurants' quality dimensions and satisfaction. The study applies a hybrid approach combining clustering, supervised learning, and text mining techniques to analyze data collected from the TripAdvisor platform. The findings contribute to understanding customer satisfaction in the tourism and hospitality sectors during the COVID-19 crisis.

TECHNOLOGY IN SOCIETY (2022)

添加到收藏夹

Article Multidisciplinary Sciences

COVID-19 contact tracing app reviews reveal concerns and motivations around adoption

Erica L. Dixon et al.

Summary: This study evaluates the motivation and experience of individuals who downloaded the Exposure Notifications System (ENS) apps from Google Play and Apple App Stores. Positive reviews are driven by ease of use, support for the state government, and encouragement to others, while negative and neutral reviews focus on app functionality issues.

PLOS ONE (2022)

添加到收藏夹

Review Business

From CRM to social CRM: A bibliometric review and research agenda for consumer research

Rodrigo Perez-Vega et al.

Summary: The article discusses the development of customer relationship management and customer management, highlighting the impact of digital technologies on CRM systems. The research focuses on the influence of CRM on organizational performance, the role of social media in CRM, and CRM processes and strategic applications. Future research should emphasize the implications for consumer research.

JOURNAL OF BUSINESS RESEARCH (2022)

添加到收藏夹

Article Business

The effect of AI-based CRM on organization performance and competitive advantage: An empirical analysis in the B2B context

Sheshadri Chatterjee et al.

Summary: Organizations are influenced by their cultural-cognitive, regulative, and normative elements, and the continuous changes they go through require different approaches for incremental and radical changes. Transitioning from traditional B2B relationship management to AI-CRM is a significant decision, with successful implementation of AI-CRM being crucial for the organization.

INDUSTRIAL MARKETING MANAGEMENT (2021)

添加到收藏夹

Article Physics, Multidisciplinary

Selection of the Optimal Number of Topics for LDA Topic Model-Taking Patent Policy Analysis as an Example

Jingxian Gan et al.

Summary: This study proposes a method to effectively determine the optimal number of topics in the LDA topic model by constructing a comprehensive index, and demonstrates its effectiveness through empirical research.

ENTROPY (2021)

添加到收藏夹

Article Computer Science, Artificial Intelligence

An analytical approach for big social data analysis for customer decision-making in eco-friendly hotels

Mehrbakhsh Nilashi et al.

Summary: This study investigates the role of online reviews in preference learning using a new method that combines multi-criteria decision-making and machine learning techniques. The results show that the hybrid approach is effective in customer segmentation, preference learning, and prediction in eco-friendly hotels.

EXPERT SYSTEMS WITH APPLICATIONS (2021)

添加到收藏夹

Article Engineering, Multidisciplinary

The Arithmetic Optimization Algorithm

Laith Abualigah et al.

Summary: The Arithmetic Optimization Algorithm (AOA) is a new meta-heuristic method that makes use of the distribution behavior of arithmetic operators, demonstrating promising results in solving challenging optimization problems across various search spaces.

COMPUTER METHODS IN APPLIED MECHANICS AND ENGINEERING (2021)

添加到收藏夹

Review Business

Innovation Analytics and Digital Innovation Experimentation: The Rise of Research-driven Online Review Platforms

Marcello M. Mariani et al.

Summary: This article discusses the significance of big data analytics in the fourth industrial revolution and Industry 4.0, explores how research-driven online review platforms combine with big data analytics to generate innovative insights, emphasizes their importance and value in digital innovation experimentation, and provides strategic and operational advice for entrepreneurs and innovation managers.

TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE (2021)

添加到收藏夹

Article Multidisciplinary Sciences

Transforming traditional CRM into social CRM: An empirical investigation in Iraqi healthcare industry

Abdullah Nabeel Jalal et al.

Summary: The unprecedented growth of social media poses challenges to traditional customer relationship management practices. Social CRM, empowered by social media technology, offers a new way to effectively manage customer relationships. This study examines the determinants of successful adoption of social CRM and validates its outcomes in the healthcare industry through a theoretical model involving 17 Iraqi hospitals.

HELIYON (2021)

添加到收藏夹

Article Computer Science, Artificial Intelligence

Reliable Accuracy Estimates from k-Fold Cross Validation

Tzu-Tsung Wong et al.

IEEE TRANSACTIONS ON KNOWLEDGE AND DATA ENGINEERING (2020)

添加到收藏夹

Article Engineering, Industrial

Identification of the to-be-improved product features based on online reviews for product redesign

Lei Zhang et al.

INTERNATIONAL JOURNAL OF PRODUCTION RESEARCH (2019)

添加到收藏夹

Review Business

Revealing customers' satisfaction and preferences through online review analysis: The case of Canary Islands hotels

Ali Ahani et al.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2019)

添加到收藏夹

Review Hospitality, Leisure, Sport & Tourism

Market segmentation and travel choice prediction in Spa hotels through TripAdvisor's online reviews

Ali Ahani et al.

INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT (2019)

添加到收藏夹

Article Information Science & Library Science

Are CRM systems ready for AI integration? A conceptual framework of organizational readiness for effective AI-CRM integration

Sheshadri Chatterjee et al.

BOTTOM LINE (2019)

添加到收藏夹

Article Computer Science, Artificial Intelligence

Discovering sentiment sequence within email data through trajectory representation

Sisi Liu et al.

EXPERT SYSTEMS WITH APPLICATIONS (2018)

添加到收藏夹

Article Environmental Studies

Predicting determinants of hotel success and development using Structural Equation Modelling (SEM)-ANFIS method

Elaheh Yadegaridehkordi et al.

TOURISM MANAGEMENT (2018)

添加到收藏夹

Article Psychology, Multidisciplinary

Forecasting social CRM adoption in SMEs: A combined SEM-neural network method

Ali Ahani et al.

COMPUTERS IN HUMAN BEHAVIOR (2017)

添加到收藏夹

Article Environmental Studies

An adaptive neuro-fuzzy inference system (ANFIS) approach for measuring country sustainability performance

Yongtao Tan et al.

ENVIRONMENTAL IMPACT ASSESSMENT REVIEW (2017)

添加到收藏夹

Article Engineering, Electrical & Electronic

Classification of Focal and Nonfocal EEG Signals Using ANFIS Classifier for Epilepsy Detection

S. Deivasigamani et al.

INTERNATIONAL JOURNAL OF IMAGING SYSTEMS AND TECHNOLOGY (2016)

添加到收藏夹

Article Business

The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image

Munyaradzi W. Nyadzayo et al.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2016)

添加到收藏夹

Proceedings Paper Management

Improvement A Quality Oriented Model for Customer Relationship Management: A Case Study for Shipment Industry in Turkey

Aysenur Erdil et al.

5TH INTERNATIONAL CONFERENCE ON LEADERSHIP, TECHNOLOGY, INNOVATION AND BUSINESS MANAGEMENT 2015, ICLTIBM 2015 (2016)

添加到收藏夹

Proceedings Paper Business, Finance

Investigating the Impact of CRM Resources on CRM Processes: a Customer Life-Cycle Based Approach in the Case of a Greek Bank

Ilias Santouridis et al.

ECONOMIES OF BALKAN AND EASTERN EUROPE COUNTRIES IN THE CHANGED WORLD (EBEEC 2014) (2015)

添加到收藏夹

Article Business

What makes online reviews helpful? A diagnosticity-adoption framework to explain informational and normative influences in e-WOM

Raffaele Filieri

JOURNAL OF BUSINESS RESEARCH (2015)

添加到收藏夹

Article Business

From e-CRM to s-CRM. Critical factors underpinning the social CRM activities of SMEs

Paul Harrigan et al.

SMALL ENTERPRISE RESEARCH (2014)

添加到收藏夹

Article Psychology, Multidisciplinary

When do consumers buy online product reviews? Effects of review quality, product type, and reviewer's photo

Eun-Ju Lee et al.

COMPUTERS IN HUMAN BEHAVIOR (2014)

添加到收藏夹

Article Business

Helpfulness of Online Product Reviews as Seen by Consumers: Source and Content Features

Mengxiang Li et al.

INTERNATIONAL JOURNAL OF ELECTRONIC COMMERCE (2013)

添加到收藏夹

Article Business

Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House

Edward C. Malthouse et al.

JOURNAL OF INTERACTIVE MARKETING (2013)

添加到收藏夹

Article Information Science & Library Science

The roles of infrastructure capability and customer orientation in enhancing customer-information quality in CRM systems: Empirical evidence from Taiwan

Shu-Hui Chuang et al.

INTERNATIONAL JOURNAL OF INFORMATION MANAGEMENT (2013)

添加到收藏夹

Article Computer Science, Information Systems

The effect of CRM use on internal sales management control: An alternative mechanism to realize CRM benefits

Liang Li et al.

INFORMATION & MANAGEMENT (2012)

添加到收藏夹

Article Computer Science, Information Systems

Investigating task performance of probabilistic topic models: an empirical study of PLSA and LDA

Yue Lu et al.

INFORMATION RETRIEVAL (2011)

添加到收藏夹

Article Computer Science, Theory & Methods

Estimation of prediction error by using K-fold cross-validation

Tadayoshi Fushiki

STATISTICS AND COMPUTING (2011)

添加到收藏夹

Article Computer Science, Information Systems

Organizational impact of system quality, information quality, and service quality

Narasimhaiah Gorla et al.

JOURNAL OF STRATEGIC INFORMATION SYSTEMS (2010)

添加到收藏夹

Article Business

Collaborative supply chain practices and performance: exploring the key role of information quality

Frank Wiengarten et al.

SUPPLY CHAIN MANAGEMENT-AN INTERNATIONAL JOURNAL (2010)

添加到收藏夹

Article Business

Customer relationship management in retailing: A content analysis of retail trade journals

Joan L. Anderson et al.

JOURNAL OF RETAILING AND CONSUMER SERVICES (2007)

添加到收藏夹

Article Business

Can superior CRM capabilities improve performance in banking

Tim Coltman

JOURNAL OF FINANCIAL SERVICES MARKETING (2007)

添加到收藏夹

Article Business

Why do customer relationship management applications affect customer satisfaction?

S Mithas et al.

JOURNAL OF MARKETING (2005)

添加到收藏夹

Article Business

The role of multichannel integration in customer relationship management

A Payne et al.

INDUSTRIAL MARKETING MANAGEMENT (2004)

添加到收藏夹

© Peeref 2019-2024. All rights reserved.