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Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

Author

Listed:
  • Hamed Gholami

    (Department of Manufacturing & Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

  • Muhamad Zameri Mat Saman

    (Department of Manufacturing & Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

  • Abbas Mardani

    (Faculty of Management, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

  • Dalia Streimikiene

    (Kaunas Faculty, Vilnius University, Muitines 8, LT-44280 Kaunas, Lithuania)

  • Safian Sharif

    (Department of Manufacturing & Industrial Engineering, Faculty of Mechanical Engineering, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

  • Norhayati Zakuan

    (Faculty of Management, Universiti Teknologi Malaysia (UTM), Johor 81310, Malaysia)

Abstract

Notwithstanding the research attention given to the importance and capability of the student relationship management strategy in higher education sustainability, there is no any systematic framework for implementation. This research as one of the preliminary studies has been undertaken to provide a structural framework of strategic practices for positioning this strategy at an operational level. In doing so, a methodological approach was implemented in two tiers. Firstly, a systematic review of the leading-edge literature on the customer relationship management systems was performed owing to the lack of significant research on the topic, as well as the structure and nature of the concept. Then, the principal components factor analysis with varimax rotation, which is a method of exploratory factor analysis was used to finalize the research. The findings revealed an articulated structural framework with five hypotheses, which may partially or fully be applied to narrow the major gap in the current knowledge. The measurement scale has also been developed for simplification in implementation of the application. Limitations and directions for future research were accordingly discussed.

Suggested Citation

  • Hamed Gholami & Muhamad Zameri Mat Saman & Abbas Mardani & Dalia Streimikiene & Safian Sharif & Norhayati Zakuan, 2018. "Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature," Sustainability, MDPI, vol. 10(4), pages 1-20, April.
    • Handle: RePEc:gam:jsusta:v:10:y:2018:i:4:p:1237-:d:141750
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    References listed on IDEAS

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    1. Andreas Hilbert & Karoline Schönbrunn & Sophie Schmode, 2007. "Student Relationship Management in Germany – Foundations and Opportunities," management revue. Socio-economic Studies, Rainer Hampp Verlag, vol. 18(2), pages 204-219.
    2. Martelo, Silvia & Barroso, Carmen & Cepeda, Gabriel, 2013. "The use of organizational capabilities to increase customer value," Journal of Business Research, Elsevier, vol. 66(10), pages 2042-2050.
    3. Ghasem Rezaei & Hamed Gholami & Awaluddin Bin Mohamed Shaharou & Muhamad Zameri Mat Saman & Norhayati Zakuan & Manoochehr Najmi, 2016. "Relationship among culture of excellence, organisational performance and knowledge sharing: proposed conceptual framework," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 19(4), pages 446-465.
    4. Chang, Woojung & Park, Jeong Eun & Chaiy, Seoil, 2010. "How does CRM technology transform into organizational performance? A mediating role of marketing capability," Journal of Business Research, Elsevier, vol. 63(8), pages 849-855, August.
    5. Abdul Alem Mohammed & Basri B. Rashid & Shaharuddin B. Tahir, 2017. "Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry," Information Technology & Tourism, Springer, vol. 17(3), pages 335-361, September.
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    Cited by:

    1. L. Thiruvarasu Letchumanan & Hamed Gholami & Noordin Mohd Yusof & Nor Hasrul Akhmal Bin Ngadiman & Anas A. Salameh & Dalia Štreimikienė & Fausto Cavallaro, 2022. "Analyzing the Factors Enabling Green Lean Six Sigma Implementation in the Industry 4.0 Era," Sustainability, MDPI, vol. 14(6), pages 1-15, March.
    2. Hamed Gholami & Mohamad Faizal Bachok & Muhamad Zameri Mat Saman & Dalia Streimikiene & Safian Sharif & Norhayati Zakuan, 2020. "An ISM Approach for the Barrier Analysis in Implementing Green Campus Operations: Towards Higher Education Sustainability," Sustainability, MDPI, vol. 12(1), pages 1-19, January.
    3. Falah Abu & Hamed Gholami & Muhamad Zameri Mat Saman & Norhayati Zakuan & Dalia Streimikiene & Grigorios L. Kyriakopoulos, 2021. "An SEM Approach for the Barrier Analysis in Lean Implementation in Manufacturing Industries," Sustainability, MDPI, vol. 13(4), pages 1-18, February.
    4. Hamed Gholami & Muhamad Zameri Mat Saman & Safian Sharif & Norhayati Zakuan & Falah Abu & Siti Rahmah Awang, 2018. "Critical Success Factors of Student Relationship Management," Sustainability, MDPI, vol. 10(12), pages 1-18, November.

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