{"id":"https://openalex.org/W2332634644","doi":"https://doi.org/10.7763/ijeeee.2011.v1.29","title":"Electronic Customer Relationship Management Performance: Its Impact on Loyalty from Customers\u2019 Perspectives","display_name":"Electronic Customer Relationship Management Performance: Its Impact on Loyalty from Customers\u2019 Perspectives","publication_year":2011,"publication_date":"2011-01-01","ids":{"openalex":"https://openalex.org/W2332634644","doi":"https://doi.org/10.7763/ijeeee.2011.v1.29","mag":"2332634644"},"language":"en","primary_location":{"id":"doi:10.7763/ijeeee.2011.v1.29","doi":"https://doi.org/10.7763/ijeeee.2011.v1.29","is_oa":false,"landing_page_url":"https://doi.org/10.7763/ijeeee.2011.v1.29","pdf_url":null,"source":{"id":"https://openalex.org/S2765042875","display_name":"International Journal of e-Education e-Business e-Management and e-Learning","issn_l":"2010-3654","issn":["2010-3654"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of e-Education, e-Business, e-Management and e-Learning","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5009075709","display_name":"Nor Azila","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Nor Azila","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5009075709"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":5.2974,"has_fulltext":false,"cited_by_count":35,"citation_normalized_percentile":{"value":0.95161337,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":98},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9901999831199646,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9901999831199646,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.004600000102072954,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.0026000000070780516,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/electronic-customer-relationship-management","display_name":"electronic customer relationship management","score":0.9539999961853027},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/telecommunications-industry","display_name":"telecommunications industry","score":0.8980000019073486},{"id":"https://openalex.org/keywords/mobile-phone-services","display_name":"mobile phone services","score":0.9399999976158142},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.7120000123977661}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6648927330970764},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.5764350891113281},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.5735769271850586},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5452029705047607},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.49766233563423157},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3754785656929016},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.35618528723716736},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.21595600247383118},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.10481178760528564},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.7763/ijeeee.2011.v1.29","doi":"https://doi.org/10.7763/ijeeee.2011.v1.29","is_oa":false,"landing_page_url":"https://doi.org/10.7763/ijeeee.2011.v1.29","pdf_url":null,"source":{"id":"https://openalex.org/S2765042875","display_name":"International Journal of e-Education e-Business e-Management and e-Learning","issn_l":"2010-3654","issn":["2010-3654"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of e-Education, e-Business, e-Management and e-Learning","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":31,"referenced_works":["https://openalex.org/W166398305","https://openalex.org/W175580596","https://openalex.org/W1496259570","https://openalex.org/W1514925923","https://openalex.org/W1558764323","https://openalex.org/W1588952863","https://openalex.org/W1594945480","https://openalex.org/W1598221067","https://openalex.org/W1969995356","https://openalex.org/W1978817606","https://openalex.org/W1982822956","https://openalex.org/W1987634503","https://openalex.org/W1988397651","https://openalex.org/W1991041124","https://openalex.org/W2014049963","https://openalex.org/W2025338416","https://openalex.org/W2032757244","https://openalex.org/W2047361420","https://openalex.org/W2049075248","https://openalex.org/W2055413543","https://openalex.org/W2056564500","https://openalex.org/W2069211071","https://openalex.org/W2102349547","https://openalex.org/W2102467277","https://openalex.org/W2115065916","https://openalex.org/W2120934514","https://openalex.org/W2141147872","https://openalex.org/W2153906047","https://openalex.org/W2166475989","https://openalex.org/W2168569455","https://openalex.org/W4205196463"],"related_works":["https://openalex.org/W4294718937","https://openalex.org/W627335856","https://openalex.org/W4387541716","https://openalex.org/W1967173266","https://openalex.org/W7114797890","https://openalex.org/W7096463769","https://openalex.org/W2252664406","https://openalex.org/W2003652235","https://openalex.org/W4408664391","https://openalex.org/W7217971381"],"abstract_inverted_index":{"Undeniably,":[0],"the":[1,11,14,29,48,82,89,96,119,147],"telecommunication":[2,38,129],"industry":[3,21],"is":[4,9,22,35],"changing":[5],"radically.":[6],"Today,":[7],"communication":[8,53],"becoming":[10],"nerve":[12],"of":[13,47,91,98,121,164],"life.":[15],"In":[16],"particular,":[17],"mobile":[18,33],"phone":[19],"service":[20],"gaining":[23],"popularity":[24],"and":[25,31,72,77,84,109,161],"importance":[26],"all":[27],"around":[28],"world":[30],"as":[32,65,95],"usage":[34],"growing":[36],"rapidly,":[37],"marketers":[39],"are":[40,55,167],"developing":[41],"new":[42],"strategies":[43],"to":[44,73,87,155],"take":[45],"advantage":[46],"potential":[49],"customers.":[50],"Companies":[51],"including":[52],"companies":[54,101],"putting":[56],"much":[57],"more":[58],"emphasis":[59],"on":[60,124],"customer":[61,70,75,104,125,156],"relationship":[62,71,105],"management":[63],"(CRM)":[64],"a":[66],"tool":[67],"for":[68],"managing":[69],"increase":[74],"satisfaction":[76],"loyalty.":[78,157],"E-CRM":[79,93],"emerges":[80],"from":[81,134],"internet":[83],"web":[85],"technology":[86],"facilitate":[88],"implementation":[90],"CRM.":[92],"performance":[94,123,152],"amount":[97],"improvement":[99],"that":[100,150],"achieve":[102],"in":[103,127,136,139],"strength,":[106],"sales":[107],"effectiveness,":[108],"marketing":[110],"efficiency":[111],"after":[112],"implementing":[113],"CRM":[114],"technology.":[115],"This":[116],"study":[117],"examines":[118],"influence":[120],"e-CRM":[122,151],"loyalty":[126],"Jordanian":[128],"industry.":[130],"Data":[131],"were":[132],"gathered":[133],"students":[135],"various":[137],"universities":[138],"Jordan":[140],"using":[141],"survey":[142],"method.":[143],"Using":[144],"regression":[145],"analysis,":[146],"results":[148],"supported":[149],"significantly":[153],"related":[154],"The":[158],"theoretical":[159],"implications":[160,163],"managerial":[162],"these":[165],"findings":[166],"discussed.":[168]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":4},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":4}],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2016-06-24T00:00:00"}