العلاقة بين إدارة علاقات العملاء وقيمة فترة حياة العميل " دراسة تطبيقية "

المراجع:

• Becker, J. U., 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), 207-215.
• Berry, L. L., Bennett, D. R., & Brown, C. W. (1989). Service quality: A profit strategy for financial institutions. Irwin Professional Pub.
• Bose, R. (2002). Customer relationship management: key components for IT success. Industrial management & Data systems, 102(2), 89-97.‏
• Da Silveira, G., Borenstein, D., & Fogliatto, F. S. (2001). Mass customization: Literature review and research directions. International journal of production economics, 72(1), 1-13.
• Elfving, J., & Lemoine, K. (2012). Exploring the concept of Customer Relationship Management: emphasizing social.‏
• Er, W. K. (2020). A Study on Relationship Between Customer Relationship Management (CRM) and Customer Satisfaction on Taobao Website in Johor Bahru. Journal of Arts & Social Sciences, 3(2), 1-14.
• Ghobadian, A., Speller, S., & Jones, M. (1994). Service quality: concepts and models. International journal of quality & reliability management, 11(9), 43-66.
• Grant, R. M. (1999). The resource-based theory of competitive advantage: implications for strategy formulation. In Knowledge and strategy (pp. 3-23).
• Johnson, D., & Grayson, K. (2005). Cognitive and affective trust in service relationships. Journal of Business research, 58(4), 500-507.
• Keeney, R. L. (1999). The value of Internet commerce to the customer. Management science, 45(4), 533-542.
• Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications policy, 28(2), 145-159.
• Kim, W. G., & Cha, Y. (2002). Antecedents and consequences of relationship quality in hotel industry. International Journal of Hospitality Management, 21(4), 321-338.
• Kumar, A. S., & Soundararaja, K. V. (2019). Customer Relationship Management in Banking Sector: A Study on Bank Employees Perception about Customers in Tirunelveli District. IJELLH (International Journal of English Language, Literature in Humanities), 7(2), 16-16.‏
• McDonald, M. A. (1996). Service quality and customer lifetime value in professional sport franchises.
• Mithas, S., Krishnan, M. S., & Fornell, C. (2005). Why do customer relationship management applications affect customer satisfaction?. Journal of Marketing, 69(4), 201-209.‏
• Moloo, R. K., Kissoon, M., & Cootthen, S. (2010). A lightweight mobile banking solution easily integrateable with existing banking system. In Annual International Conference on Infocomm Technologies in Competitive Strategies (pp. 42-49).
• Nayyar, P. R. (1990). Information asymmetries: A source of competitive advantage for diversified service firms. Strategic Management Journal, 11(7), 513-519.‏
•  Ngambi, M. T., & Ndifor, P. S. (2015). Customer relationship management and firm performance: Revisiting the case of the Camccul Microfinance Institutions. International Journal of Information Technology and Business Management, 38(1), 12-21.
• O’Connell, J. F., & Connolly, D. (2017). The strategic evolution of Aer Lingus from a full-service airline to a low-cost carrier and finally positioning itself into a value hybrid airline. Tourism Economics, 23(6), 1296-1320.
• Oliver, R. L., & Burke, R. R. (1999). Expectation processes in satisfaction formation: A field study. Journal of Service Research, 1(3), 196-214.‏
• Oly Ndubisi, N., Kok Wah, C., & Ndubisi, G. C. (2007). Supplier-customer relationship management and customer loyalty: The banking industry perspective. Journal of Enterprise Information Management, 20(2), 222-236.‏ 
• Padmavathy, C., Balaji, M. S., & Sivakumar, V. J. (2012). Measuring effectiveness of customer relationship management in Indian retail banks. International Journal of Bank Marketing, 30(4), 246–266.
• Porter, M. E. (1986). Changing patterns of international competition. California management review, 28(2), 9-40.‏
• Reichheld, F. F., & Sasser, J. W. (1990). Zero defections: Quality comes to services. Harvard business review, 68(5), 105-111.
• Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of marketing research, 41(3), 293-305.
• Roth, S., Woratschek, H., & Pastowski, S. (2006). Negotiating prices for customized services. Journal of Service Research, 8(4), 316-329.
• Roznowski, J. L. (2003). A content analysis of mass media stories surrounding the consumer privacy issue 1990‐2001. Journal of interactive marketing, 17(2), 52-69.
• Rutecka, J., & Bednarz, J. (2017). GENERATION Y’S INTEREST IN INTERNET BANKING SERVICES–THE RESULTS OF EMPIRICAL STUDIES. Contemporary Economy, 8(2), 1-16.
• Santouridis, I., & Tsachtani, E. (2015). Investigating the impact of CRM resources on CRM processes: a customer life-cycle based approach in the case of a Greek bank. Procedia Economics and Finance, 19, 304-313.‏
• Saunders, M., Lewis, P., & Thornhill, A. (2009). Research methods for business students. Pearson education.
• Shokohyar, S., Tavalaee, R., & Karamatnia, K. (2017). Identifying effective indicators in the assessment of organizational readiness for accepting social CRM. International Journal of Information, Business and Management, 9(4), 209.‏
• Sorescu, A. B., & Spanjol, J. (2008). Innovation's effect on firm value and risk: Insights from consumer packaged goods. Journal of Marketing, 72(2), 114-132.
• Swift, R. S. (2001). Accelerating customer relationships: Using CRM and relationship technologies. Prentice Hall Professional.
•  Talón-Ballestero, P., González-Serrano, L., Soguero-Ruiz, C., Muñoz-Romero, S., & Rojo-Álvarez, J. L. (2018). Using big data from customer relationship management information systems to determine the client profile in the hotel sector. Tourism Management, 68, 187-197.‏
• Turulja, L., & Činjarević, M. (2021). Connecting the Dots Between E-CRM and Customer Loyalty: Mediating Role of Perceived Value and Customer Support. In Handbook of Research on Technology Applications for Effective Customer Engagement (pp. 123-140). IGI Global.
• Wu, S. I., & Li, P. C. (2011). The relationships between CRM, RQ, and CLV based on different hotel preferences. International Journal of Hospitality Management, 30(2), 262-271.
• Yang, J., Hu, X., & Zhang, H. (2007). Effects of a reputation feedback system on an       online consumer-to-consumer auction market. Decision Support Systems, 44(1),  93-105.