شناسایی عوامل مؤثر بر اثر بخشی بانکداری شرکتی با نقش متغیر میانجی مدیریت ارتباط با مشتری "پژوهش ترکیبی"

 

Almotairi, M. (2009). “A Framework for CRM Success”, Proceedings of the European and Mediterranean Conference on Information Systems 2009. Izmir, Turkey, 13-14 July.

 

Balaram, A. & Adhikari, B. (2010). “Managing Customer Relationships in Service Organizations.” Administration and Management Review, 21(2), PP. 65-78.

 

Becker, U.J., Greve, G. & Albers, S. (2009). “The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention”, International Journal of Research in Marketing, 26(3), PP. 207-215.

 

Dimitriadis, S. & Stevens, E. (2008). “Integrated customer relationship management for service activities. An internal /external gap model”, Managing Service Quality, 18(5), 496-511.

 

Dowling, G. (2002), Customer Relationship Management: In B2C Markets, Often Less is More.California Management Review, 44 (3), PP. 87-104.

 

Ozgener, S. & Iraz, R. (2006). “Customer relationship management in small – medium enterprises: The case of Turkish tourism industry”, Tourism Management, 27(6), PP.1356-1363.

 

Nunes, J.C. & Dréze, X. (2006). “Your loyalty program is betraying you”, Harvard Business Review, 84(4), PP. 124-131.

 

Sadek, H., Yousef, A., Ghoneim, A. & Tantawi, P. (2011). “Measuring the effect of customer relationship management (CRM) components on the non financial performance of commercial bank: Egypt case. European”, Mediterranean and Middle Eastern Conference on Information Systems.

 

Verma, S. & Chaundhuri, R. (2009). “Effect of CRM on Customer Satisfaction in Service Sector in India”, Journal of Marketing and Communication, 5(2), PP. 55-69.

 

Vogt, C. (2011). “Customer Relationship Management in Tourism: Management Needs and Research Applications”, Journal of Travel Research, 50(4), PP. 356-364.

 

Yim, F.H., Anderson, R.E. & Swaminathan, S. (2005). “Customer Relationship Management: Its Dimensions and Effect on Customer Outcomes”, Journal of Personal Selling and Sales Management, 24(4), PP. 265-280.

 

White, C.J., Contant, S.J. & Echambadi, R. (2003). “Marketing Strategy Development Styles, Implementation Capability, and Firm Performance: Investigating the Curvilinear Impact of Multiple Strategy-Making Styles”. Marketing Letters, 14(2), PP. 111-124.