IDEAS home Printed from https://ideas.repec.org/a/spr/svcbiz/v7y2013i2p307-328.html
   My bibliography  Save this article

Conceptual analysis and implementation of an integrated CRM system for service providers

Author

Listed:
  • Lai-Yu Cheng
  • Chih-Wei Yang

Abstract

Customer relationship management (CRM) has become a critical issue in services management. Ensuring customer satisfaction and maintaining long-term relationships with customers have become essential for survival amongst competitive service industries. However, few studies have attempted to integrate all relevant factors in a comprehensive model of CRM implementation. The current study addresses this need by proposing a conceptually integrated five-phase model that incorporates elements of CRM, the service-delivery process and customer satisfaction (represented by the extended American Customer Satisfaction Index (ASCI) model). This integrated model of CRM is assessed in an empirical study of 63 leading Taiwanese service firms distributed amongst eight service industries. The implementation levels of various phases of CRM are assessed in a range of service industries by means of a questionnaire survey and in-depth interviews. The results of this empirical study reveal the strengths and weaknesses of various industries in their implementation of CRM. These results also represent a useful benchmarking reference for service organisations that have lower implementation levels in some CRM practices. Copyright Springer-Verlag 2013

Suggested Citation

  • Lai-Yu Cheng & Chih-Wei Yang, 2013. "Conceptual analysis and implementation of an integrated CRM system for service providers," Service Business, Springer;Pan-Pacific Business Association, vol. 7(2), pages 307-328, June.
    • Handle: RePEc:spr:svcbiz:v:7:y:2013:i:2:p:307-328
    DOI: 10.1007/s11628-012-0160-z
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1007/s11628-012-0160-z
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s11628-012-0160-z?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Hung-Chang Chiu & Neng-Pai Lin, 2004. "A service quality measurement derived from the theory of needs," The Service Industries Journal, Taylor & Francis Journals, vol. 24(1), pages 187-204, January.
    2. Ward Roofthooft, 2010. "Customer equity: a creative tool for SMEs in the services industry," Service Business, Springer;Pan-Pacific Business Association, vol. 4(1), pages 37-48, March.
    3. Myungsook An & Yonghwi Noh, 2009. "Airline customer satisfaction and loyalty: impact of in-flight service quality," Service Business, Springer;Pan-Pacific Business Association, vol. 3(3), pages 293-307, September.
    4. Le Hau & Pham Thuy, 2012. "Impact of service personal values on service value and customer loyalty: a cross-service industry study," Service Business, Springer;Pan-Pacific Business Association, vol. 6(2), pages 137-155, June.
    5. Timothy Clark & GRAEME SALAMAN, 1998. "Creating the ‘Right’ Impression: Towards a Dramaturgy of Management Consultancy," The Service Industries Journal, Taylor & Francis Journals, vol. 18(1), pages 18-38, January.
    6. Alan M. Wilson, 1998. "The Use of Mystery Shopping in the Measurement of Service Delivery," The Service Industries Journal, Taylor & Francis Journals, vol. 18(3), pages 148-163, July.
    7. Creplet, F. & Dupouet, O. & Kern, F. & Mehmanpazir, B. & Munier, F., 2001. "Consultants and experts in management consulting firms," Research Policy, Elsevier, vol. 30(9), pages 1517-1535, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Alina Filip & Diana Maria Vrânceanu & Bogdan Georgescu & Daniela Elena Marinescu, 2016. "Relationship Marketing Stage of Development in Romanian Banking Industry," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 18(41), pages 199-199, February.
    2. Chiuhsiang Joe Lin & Lai-Yu Cheng, 2017. "Product attributes and user experience design: how to convey product information through user-centered service," Journal of Intelligent Manufacturing, Springer, vol. 28(7), pages 1743-1754, October.
    3. Deszczyński, Bartosz & Beręsewicz, Maciej, 2021. "The maturity of relationship management and firm performance – A step toward relationship management middle-range theory," Journal of Business Research, Elsevier, vol. 135(C), pages 358-372.
    4. Maraj Rahman Sofi & Iqbal Ahmad Hakim, 2018. "Customer Relationship Management as Tool to Enhance Competitive Effectiveness: Model Revisited," FIIB Business Review, , vol. 7(3), pages 201-215, September.
    5. Chongho Lee & Myungsook An & Yonghwi Noh, 2015. "The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 409-425, September.
    6. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
    7. Chen-Ya Wang & Priyanko Guchait & Cheng-Hsin Chiang & Wan-Ting Weng, 2017. "When customers want to become frontline employees: an exploratory study of decision factors and motivation types," Service Business, Springer;Pan-Pacific Business Association, vol. 11(4), pages 871-900, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Chen, Yanhong & Liu, Luning & Zheng, Dequan & Li, Bin, 2023. "Estimating travellers’ value when purchasing auxiliary services in the airline industry based on the RFM model," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    2. Larsen, Katarina & Svane, Örjan, 2005. "Routines and Communities of Practice in Public Environmental Procurement Processes," Working Paper Series in Economics and Institutions of Innovation 44, Royal Institute of Technology, CESIS - Centre of Excellence for Science and Innovation Studies.
    3. Frédéric CREPLET, 2004. "Les Portails d’entreprise : une réponse aux dimensions de l’entreprise « processeur de connaissances »," Working Papers of BETA 2004-07, Bureau d'Economie Théorique et Appliquée, UDS, Strasbourg.
    4. Amin, Ash & Roberts, Joanne, 2008. "Knowing in action: Beyond communities of practice," Research Policy, Elsevier, vol. 37(2), pages 353-369, March.
    5. Dario Blanco-Fernandez & Stephan Leitner & Alexandra Rausch, 2022. "Interactions between the individual and the group level in organizations: The case of learning and autonomous group adaptation," Papers 2203.09162, arXiv.org.
    6. Yong-sook Lee & Woo-jin Shin, 2015. "Marketing tradition-bound products through storytelling: a case study of a Japanese sake brewery," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 281-295, June.
    7. Sanghoon Lee & Eunil Park & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Antecedents of Behavioral Intention to Use Mobile Telecommunication Services: Effects of Corporate Social Responsibility and Technology Acceptance," Sustainability, MDPI, vol. 7(8), pages 1-15, August.
    8. Rachel J. C. Chen & Clayton W. Barrows, 2015. "Developing a Mystery Shopping Measure to Operate a Sustainable Restaurant Business: The Power of Integrating with Corporate Executive Members’ Feedback," Sustainability, MDPI, vol. 7(9), pages 1-16, September.
    9. Block, Sidney T. & Friebel, Guido & Heinz, Matthias & Zubanov, Nick, 2022. "Mystery Shopping as a Strategic Management Practice in Multi-Site Firms," IZA Discussion Papers 15599, Institute of Labor Economics (IZA).
    10. Yoo Hwan Lee & Young Wook Seo, 2018. "Strategies for Sustainable Business Development: Utilizing Consulting and Innovation Activities," Sustainability, MDPI, vol. 10(11), pages 1-19, November.
    11. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
    12. Pantic-Dragisic, Svjetlana & Söderlund, Jonas, 2020. "Swift transition and knowledge cycling: Key capabilities for successful technical and engineering consulting?," Research Policy, Elsevier, vol. 49(1).
    13. Luis Miranda-Gumucio & Ignacio Gil-Pechuán & Daniel Palacios-Marqués, 2013. "An exploratory study of the determinants of switching and loyalty in prepaid cell phone users. An application of concept mapping," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 603-622, December.
    14. Jesper Bláfoss Ingvardson & Mikkel Thorhauge & Sigal Kaplan & Otto Anker Nielsen & Sebastián Raveau, 2022. "Incorporating psychological needs in commute mode choice modelling: a hybrid choice framework," Transportation, Springer, vol. 49(6), pages 1861-1889, December.
    15. Sezgen, Eren & Mason, Keith J. & Mayer, Robert, 2019. "Voice of airline passenger: A text mining approach to understand customer satisfaction," Journal of Air Transport Management, Elsevier, vol. 77(C), pages 65-74.
    16. Leiponen, Aija, 2003. "The Choice of Organizational Form for Collaborative Innovation," Working Papers 127230, Cornell University, Department of Applied Economics and Management.
    17. Myungsook An & Chongho Lee & Yonghwi Noh, 2010. "Risk factors at the travel destination: their impact on air travel satisfaction and repurchase intention," Service Business, Springer;Pan-Pacific Business Association, vol. 4(2), pages 155-166, June.
    18. Insu Cho & Heejun Park & Joseph Kim, 2012. "The moderating effect of innovation protection mechanisms on the competitiveness of service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 369-386, September.
    19. Le Nguyen Hau, 2019. "The role of customer operant resources in health care value creation," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 457-478, September.
    20. de Oña, Juan, 2020. "The role of involvement with public transport in the relationship between service quality, satisfaction and behavioral intentions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 296-318.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:svcbiz:v:7:y:2013:i:2:p:307-328. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.