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نتیجه جستجو - Technology-based CRM

تعداد مقالات یافته شده: 2
ردیف عنوان نوع
1 An examination of customer relationship management dimensions and employee-based brand equity: A study on ride-hailing industry in Saudi Arabia
بررسی ابعاد مدیریت ارتباط با مشتری و سهام برند مبتنی بر کارکنان: مطالعه در مورد صنعت سواری در عربستان سعودی-2021
The purpose of this study was to explore the effect of customer relationship management (CRM) dimensions on employee-based brand equity. By looking at the past literature, it can be noticed that the majority of earlier studies on brand equity examined it from customers perspective, while the employees perspective received less emphasis. Thus, the required data was obtained using a survey tool from 164 employees in the ride-hailing industry in Saudi Arabia. The obtained data was analyzed by the Covariance-Based Structural Equation Modeling (CB-SEM) method to test the hypothesis and reach at conclusions. The findings showed that CRM in general has a positive effect on employee-based brand equity. Specifically, it was found that CRM organization has a significant positive impact on employee-based brand equity. It was also verified that knowledge man- agement and customer orientation have positive effects on overall employee-based brand equity. Finally, the results confirmed that technology-based CRM has a significant positive impact on employee-based brand equity. These results add to the body of literature on this topic and verify the significance of customer relationship management dimensions in affecting employee-based brand equity.
keywords: سهام برند مبتنی بر کارمند | مدیریت ارتباط با مشتری | سازمان CRM | مشتری مداری | مدیریت دانش | و CRM مبتنی بر فناوری | Employee-based brand equity | Customer relationship management | CRM organization | Customer orientation | Knowledge management | And technology-based CRM
مقاله انگلیسی
2 Innovation capability: The impact of e-CRM and COVID-19 risk perception
قابلیت نوآوری: تاثیر E-CRM و ادراک خطر Covid-19-2021
The e-CRM application has currently offered benefits for companies in different business sectors, especially in hospitality industry. The objective of this paper is to investigate the impact of e-CRM components (i.e. technology-based CRM, knowledge management and customer orientation) on firms’ innovation capabilities. Data was collected through a structured questionnaire survey conducted in Vietnam. The dataset consists of 213 valid responses by managers. Correlation analysis and structural equation modeling (SEM) were employed to examine the causal relationships among technology-based CRM, knowledge management, customer orientation, long-term relationships and innovation capability. The results show that knowledge management, customer orientation and technology-based CRM have positively influence on long-term relationships and innovation capability. Covid-19 risk perception has the role in enhancing the link between long-term relationships and innovation capability. From these findings, this study provides an improved understanding of how knowledge management, customer orientation and technology affect on innovating activities. This study also provides several implications for practice.
keywords: مشتری مداری | مدیریت دانش | درک ریسک | قابلیت نوآوری | CRM مبتنی بر فناوری | بخش هتل | Customer orientation | Knowledge management | Risk perception | Innovation capability | Technology-based CRM | Hotel sector
مقاله انگلیسی
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