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Investigating information sharing behavior: the mediating roles of the desire to share information in virtual communities

Multidimensional appraisal of customer relationship management: integrating balanced scorecard and multi criteria decision making approaches

Developing a model to assess the success of e-learning systems: evidence from a manufacturing company in transitional economy

An analysis of the relationship between quality and user acceptance in smartphone apps

Determinants of the intention to use NFC technology as a payment system: an acceptance model approach

Impacts of collaborative IS on software development project success in Indian software firms: a service perspective

Business model metrics: an open repository

Determinants of users’ intention to adopt m-commerce: an empirical analysis

Understanding multi-channel research shoppers: an analysis of Internet and physical channels

The relationships among supply chain partnerships, customer orientation, and operational performance: the effect of flexibility

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Multidimensional appraisal of customer relationship management: integrating balanced scorecard and multi criteria decision making approaches

Content Provider	Springer Nature Link
Author	Keramati, Abbas Shapouri, Fatemeh
Copyright Year	2015
Abstract	This paper presents a comprehensive integrative framework for measuring the performance of customer relationship management (CRM) system based on a detailed empirical study of 32 Iranian internet service provider (ISP) firms. At first, by an extensive literature review and experts who have real practical experiences in the field of CRM, appropriate key performance indicators (KPIs) based on four perspectives of balanced scorecard have been extracted. Then, due to the interdependency and feedback among these KPIs, multiple criteria decision making techniques are used to evaluate CRM performance. Specifically, this study first applies the decision making trial and evaluation laboratory approach to determine the interrelated relationships among criteria, and to find the crucial central and influential factors. Then, the analytical network process method is used to obtain the criterion weights. Finally, according to these previous results, the technique for order of preference by similarity to ideal solution method is adopted to analyze the CRM performance of 32 Iranian ISP firms. The results of this study illustrated that learning and growth is the most crucial influential perspective and it would influence on the other perspectives much more. Furthermore, indicators including organization capital, human capital, customer retention process, customer perceived value, and customer expansion process play an essential role in succeeding of CRM. The results of this study can provide a comprehensive insight for managers into discerning how and through which mechanisms CRM can create merits for the organizations.
Starting Page	217
Ending Page	251
Page Count	35
File Format	PDF
ISSN	16179846
Journal	Information Systems and e-Business Management
Volume Number	14
Issue Number	2
e-ISSN	16179854
Language	English
Publisher	Springer Berlin Heidelberg
Publisher Date	2015-04-10
Publisher Place	Berlin, Heidelberg
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Customer relationship management (CRM) Performance evaluation Balanced scorecard (BSC) Decision making trial and evaluation laboratory (DEMATEL) Analytical network process (ANP) Technique for order of preference by similarity to ideal solution (TOPSIS) Internet service provider (ISP) IT in Business Information Systems Applications (incl. Internet) Management
Content Type	Text
Resource Type	Article
Subject	Information Systems

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
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9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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