{"id":"https://openalex.org/W2899208667","doi":"https://doi.org/10.1177/2319714518798410","title":"Customer Relationship Management as Tool to Enhance Competitive Effectiveness: Model Revisited","display_name":"Customer Relationship Management as Tool to Enhance Competitive Effectiveness: Model Revisited","publication_year":2018,"publication_date":"2018-09-01","ids":{"openalex":"https://openalex.org/W2899208667","doi":"https://doi.org/10.1177/2319714518798410","mag":"2899208667"},"language":"en","primary_location":{"id":"doi:10.1177/2319714518798410","doi":"https://doi.org/10.1177/2319714518798410","is_oa":false,"landing_page_url":"https://doi.org/10.1177/2319714518798410","pdf_url":null,"source":{"id":"https://openalex.org/S4210195452","display_name":"FIIB Business Review","issn_l":"2319-7145","issn":["2319-7145","2455-2658"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"FIIB Business Review","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/A5040866982","display_name":"Maraj Rahman Sofi","orcid":"https://orcid.org/0000-0001-9207-8232","observed_orcids":["https://orcid.org/0000-0001-9207-8232"]},"institutions":[{"id":"https://openalex.org/I4264650","display_name":"Islamic University of Science and Technology","ror":"https://ror.org/02kdtt649","country_code":"IN","type":"education","lineage":["https://openalex.org/I4264650"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Maraj Rahman Sofi","raw_affiliation_strings":["Assistant Professor, Department of Management Studies, Islamic University of Science and Technology, Pulwama, Jammu and Kashmir, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Assistant Professor, Department of Management Studies, Islamic University of Science and Technology, Pulwama, Jammu and Kashmir, India","institution_ids":["https://openalex.org/I4264650"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5113689315","display_name":"Iqbal Ahmad Hakim","orcid":"https://orcid.org/0009-0008-5092-1832","observed_orcids":["https://orcid.org/0009-0008-5092-1832"]},"institutions":[{"id":"https://openalex.org/I135388327","display_name":"University of Kashmir","ror":"https://ror.org/032xfst36","country_code":"IN","type":"education","lineage":["https://openalex.org/I135388327"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Iqbal Ahmad Hakim","raw_affiliation_strings":["Professor, Department of Management Studies, University of Kashmir, Srinagar, Jammu and Kashmir, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Professor, Department of Management Studies, University of Kashmir, Srinagar, Jammu and Kashmir, India","institution_ids":["https://openalex.org/I135388327"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5040866982"],"corresponding_institution_ids":["https://openalex.org/I4264650"],"apc_list":{"value":3650,"currency":"USD","value_usd":3650},"apc_paid":null,"fwci":2.4819,"has_fulltext":false,"cited_by_count":20,"citation_normalized_percentile":{"value":0.90205,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":98},"biblio":{"volume":"7","issue":"3","first_page":"201","last_page":"215"},"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/T10910","display_name":"Corporate Governance and Management","score":0.005400000140070915,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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/T12384","display_name":"Customer churn and segmentation","score":0.0017999999690800905,"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/customer-relationship-management","display_name":"customer relationship management","score":1.0},{"id":"https://openalex.org/keywords/customer-prospecting","display_name":"customer prospecting","score":0.9950000047683716},{"id":"https://openalex.org/keywords/personalization","display_name":"personalization","score":0.9879999756813049},{"id":"https://openalex.org/keywords/banks","display_name":"banks","score":0.7039999961853027},{"id":"https://openalex.org/keywords/hotels","display_name":"hotels","score":0.8429999947547913},{"id":"https://openalex.org/keywords/service-sector","display_name":"service sector","score":0.8140000104904175},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.5189999938011169}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.6441807150840759},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.627933144569397},{"id":"https://openalex.org/C183003079","wikidata":"https://www.wikidata.org/wiki/Q1000371","display_name":"Personalization","level":2,"score":0.5463226437568665},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5374013185501099},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4703151285648346},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4689221978187561},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.45203885436058044},{"id":"https://openalex.org/C4216890","wikidata":"https://www.wikidata.org/wiki/Q815823","display_name":"Business model","level":2,"score":0.4512379467487335},{"id":"https://openalex.org/C58546491","wikidata":"https://www.wikidata.org/wiki/Q1150207","display_name":"Competitive advantage","level":2,"score":0.4132680892944336},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.38627636432647705},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3004494309425354},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1177/2319714518798410","doi":"https://doi.org/10.1177/2319714518798410","is_oa":false,"landing_page_url":"https://doi.org/10.1177/2319714518798410","pdf_url":null,"source":{"id":"https://openalex.org/S4210195452","display_name":"FIIB Business Review","issn_l":"2319-7145","issn":["2319-7145","2455-2658"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-20","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"FIIB Business Review","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:sae:fbbsrw:v:7:y:2018:i:3:p:201-215","doi":null,"is_oa":false,"landing_page_url":"https://journals.sagepub.com/doi/10.1177/2319714518798410","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":103,"referenced_works":["https://openalex.org/W153678592","https://openalex.org/W1479754761","https://openalex.org/W1481030120","https://openalex.org/W1481230954","https://openalex.org/W1484864026","https://openalex.org/W1500694098","https://openalex.org/W1509203628","https://openalex.org/W1519464974","https://openalex.org/W1520065571","https://openalex.org/W1535314460","https://openalex.org/W1546796613","https://openalex.org/W1557138528","https://openalex.org/W1568038458","https://openalex.org/W1578907434","https://openalex.org/W1966957995","https://openalex.org/W1969341904","https://openalex.org/W1975396217","https://openalex.org/W1977989028","https://openalex.org/W1978613532","https://openalex.org/W1979101439","https://openalex.org/W1980232141","https://openalex.org/W1980583203","https://openalex.org/W1982822956","https://openalex.org/W1988524692","https://openalex.org/W1988741092","https://openalex.org/W1990827768","https://openalex.org/W1999114301","https://openalex.org/W2000064990","https://openalex.org/W2010124474","https://openalex.org/W2010163566","https://openalex.org/W2012118322","https://openalex.org/W2012768495","https://openalex.org/W2013778026","https://openalex.org/W2019661831","https://openalex.org/W2019847816","https://openalex.org/W2023664853","https://openalex.org/W2024832643","https://openalex.org/W2027681018","https://openalex.org/W2032740726","https://openalex.org/W2037307425","https://openalex.org/W2040780635","https://openalex.org/W2052993579","https://openalex.org/W2053352184","https://openalex.org/W2055410913","https://openalex.org/W2055490090","https://openalex.org/W2057878650","https://openalex.org/W2061568506","https://openalex.org/W2065502130","https://openalex.org/W2066073777","https://openalex.org/W2071666535","https://openalex.org/W2074865458","https://openalex.org/W2079255872","https://openalex.org/W2081117637","https://openalex.org/W2086430764","https://openalex.org/W2086937802","https://openalex.org/W2089797965","https://openalex.org/W2090789673","https://openalex.org/W2093206339","https://openalex.org/W2096512731","https://openalex.org/W2096914080","https://openalex.org/W2098353584","https://openalex.org/W2102212906","https://openalex.org/W2104719746","https://openalex.org/W2104996229","https://openalex.org/W2109921638","https://openalex.org/W2119652992","https://openalex.org/W2128745779","https://openalex.org/W2138123110","https://openalex.org/W2143906690","https://openalex.org/W2157898968","https://openalex.org/W2159966519","https://openalex.org/W2168132089","https://openalex.org/W2184088229","https://openalex.org/W2188777276","https://openalex.org/W2258307361","https://openalex.org/W2267450614","https://openalex.org/W2300417261","https://openalex.org/W2317568109","https://openalex.org/W2319163292","https://openalex.org/W2402635837","https://openalex.org/W2496666409","https://openalex.org/W2516199704","https://openalex.org/W2518224431","https://openalex.org/W2580219200","https://openalex.org/W2580681328","https://openalex.org/W2598855519","https://openalex.org/W2621137825","https://openalex.org/W2739904528","https://openalex.org/W2753866995","https://openalex.org/W2793482724","https://openalex.org/W2805099237","https://openalex.org/W2807009629","https://openalex.org/W2907362171","https://openalex.org/W3124962884","https://openalex.org/W3157407122","https://openalex.org/W3207440052","https://openalex.org/W4235678817","https://openalex.org/W4244897183","https://openalex.org/W4252374882","https://openalex.org/W4295979038","https://openalex.org/W4296188158","https://openalex.org/W4377043424","https://openalex.org/W4399959070"],"related_works":["https://openalex.org/W2344425646","https://openalex.org/W2112714796","https://openalex.org/W7202176698","https://openalex.org/W1679976391","https://openalex.org/W4409191053","https://openalex.org/W1531217718","https://openalex.org/W2019661831","https://openalex.org/W1567086073","https://openalex.org/W2240749950","https://openalex.org/W4407411941"],"abstract_inverted_index":{"Maintaining":[0],"collaborative":[1],"relationships":[2],"of":[3,64,72,91,95,108],"a":[4,145],"business":[5,17,114],"firm":[6],"with":[7],"the":[8,14,20,28,36,45,54,59,84,87,109,113,117,123,165,176],"customer":[9,37],"is":[10],"very":[11],"important":[12],"in":[13,44,62,116,120,122,175],"contemporary":[15,118],"competitive":[16],"scenario,":[18,119],"besides":[19],"service":[21,124],"rendered":[22],"by":[23,58,112],"it.":[24],"Against":[25],"this":[26,126],"backdrop,":[27],"study":[29,85],"was":[30],"undertaken":[31],"which":[32,149],"aims":[33],"to":[34,140,143,163,172],"analyse":[35],"relationship":[38],"management":[39],"(CRM)":[40],"practices":[41],"and":[42,53,67,103,129,133],"dimensions":[43,90],"business.":[46],"The":[47,79],"past":[48],"research":[49,80],"studies":[50],"were":[51,76,98],"reviewed":[52],"CRM":[55,147],"frameworks":[56],"given":[57],"various":[60],"authors,":[61],"particular":[63,121],"Sin,":[65],"Tse,":[66],"Yim":[68],"(2005,":[69],"European":[70],"Journal":[71],"Marketing,":[73],"11(12),":[74],"1264\u20131290),":[75],"critically":[77],"examined.":[78],"article":[81,127],"based":[82],"on":[83],"revisited":[86,154,166],"four":[88],"behavioural":[89],"CRM.":[92],"A":[93],"total":[94],"225":[96],"respondents":[97],"conveniently":[99],"contacted":[100],"from":[101],"banks":[102],"hotel":[104],"establishments.":[105],"In":[106],"view":[107],"challenges":[110],"faced":[111],"organizations":[115],"sector,":[125],"identified":[128],"discusses":[130],"\u2018customer":[131],"prospecting\u2019":[132],"\u2018personalization\u2019":[134],"as":[135,153],"additional":[136],"practices/dimensions":[137],"that":[138],"need":[139,171],"be":[141,173],"incorporated":[142],"design":[144],"robust":[146],"framework":[148],"has":[150],"been":[151,161],"presented":[152],"model.":[155,167],"Structural":[156],"equation":[157],"modeling":[158],"(SEM)":[159],"had":[160],"used":[162],"validate":[164],"These":[168],"dimensions,":[169],"though":[170],"ratified":[174],"future":[177],"research.":[178]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":5},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":2}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2018-11-09T00:00:00"}