How to cite this paper
Yazdanpanah, A & Gazor, H. (2012). Detecting success factors of electronic customer relationship management (e_CRM) system to establish an appropriate model in police call centre of Iran.Management Science Letters , 2(1), 339-350.
Refrences
Adebanjo, D. (2003). Classifying and selecting e-CRM applications: An analysis-based proposal. Management Decision, 41(6), 570–577.
Ahearne, M., Douglas, H., & Niels, S. (2007). Why sales reps should welcome information technology: Measuring the impact of CRM-based IT on sales effectiveness. International Journal of Research in Marketing, 24(4), 336–349.
Beijerse, R.P. (1999).Questions in KM: Defining and conceptualizing a phenomenon. Journal of Knowledge Management, 3(2), 94–109.
Buckinx, W., & Van den Poel, D. (2005). Customer base analysis: partial defection of behaviorally loyal clients in a non-contractual FMCG retail setting, European Journal of Operational Research, 164, 252–268.
Bull, C. (2003). Strategic issues in customer relationship management implementation (CRM). Business Process Management Journal, 9, 592–602.
Butler, S. (2000). Changing the game: CRM in the e-world. The Journal of Business Strategy, 21(2), 13-14.
Buttle, F. (2004). Customer Relationship Management: Concepts and Tools. Elsevier Butterworth-Heinemann, Oxford.
Chalmeta, R. (2006). Methodology for customer relationship management, Journal of System and Software, 79, 1015–1024.
Chen, L., Soliman, K., Mao, E., & Frolick, M. N. (2000). Measuring user satisfaction with data warehouses: An exploratory study. Information and Management, 37(3), 103–110.
Coltman, T. (2007). Can superior CRM capabilities improve performance in banking? Journal of Financial Services Marketing, 12 (2), 102–114.
Davis, F. D. (1986). A technology acceptance model for empirically testing new end-user information systems: Theory and results. Doctoral dissertation, Sloan School of Management, Massachusetts Institute of Technology.
Day, G.S. (1994). The capabilities of market-driven organization. Journal of Marketing, 58(4), 37-52.
DeLone, W.H. & McLean, E.R. (1992). Information systems success. Information Systems Research, 3(1), 60-95.
Dyche, J. (2001). The CRM Handbook: A Business Guide to Customer Relationship Management. Addison-Wesley, Reading, MA.
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research. Reading, MA: Addison-Wesley.
Fluss, D. (2000). The Future e- Service in e-CRM. Inside Garter Group, 1-3.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 55(1), 1-21.
Foss, B., & Stone, M. (2002). CRM in Financial Services, A Practical Guide to Making Customer Relationship Management Work. UK. Kogan, 527.
Galimi, J. (2000). Strategic Analysis Report: CRM & IT requirement strategies for payer organization. Gartner Group.
Garrido-Moreno, A., & Padilla-Meléndez, A. (2011). Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors. International Journal of Information Management, doi:10.1016/j.ijinfomgt.2011.01.002
Goldenberg, B. J. (2008). CRM in Real Time: empowering customer relationships, Information Today. New Jersey 08055.
Greenberg, P. (2004), CRM at the Speed of Light: Essential Customer Strategies for the 21st Century. 3rd ed., McGraw-Hill, London, New York, NY.
Greun, T.W. (1995). The outcome set of relationship marketing in consumer markets. International Business Review, 4, 447–469.
Guleri, T. (2000). CRM throughout the enterprise. Call center solutions, 18(12), 44-49.
Hadaya, P., & Cassivi, L. (2009). Collaborative e-product development and product innovation in a demand-driven network: the moderating role of eCRM. Institute of Information Management, University of St. Gallen, 28(1), 20-25.
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27–42.
Hong, K. K., & Kim, Y. G. (2002). The critical success factors for ERP implementation: An organizational fit perspective. Information and Management, 40(1), 25–40.
Irani, Z. (2002). Information systems evaluation : Navigating through the problem domain. Journal of Information and Marketing, 40(1), 11-24.
Iriana, R., & Buttle, F. (2006). Strategic, operational, and analytical customer relationship management: attributes and measures. Journal of Relationship Marketing, 5(4), 23-42.
Jelinek, R., Ahearne, M., Mathieu, J., & Schillewaert, N. (2006). A longitudinal examination of individual, organizational and contextual factors on technology adoption and job performance. Journal of Marketing Theory and Practice, 14(1), 7–23.
Karakostas, B., Kardaras, D., & Papathanassiou, E. (2005). The state of CRM adoption by the financial services in the UK: an empirical investigation. Information & Management, 42, 853–863.
Karimi, J., Somers, T. M., & Gupta, Y. P. (2001). Impact of information technology management practices on customer service. Journal of Management Information Systems, 17(4), 125–158.
Kennedy, M., & King, A.M. (2004). Using customer relationship management to increase profits, Strategic Finance, 85, 36–42.
Kim, J., Suh, E., & Hwang, H.(2003). A model for evaluation the effectiveness of CRM using the balanced scorecard. Journal of Interactive Marketing, 17(2), 5-19.
Kim, Y.M., & Hawamdeh, S. (2008). Leveraging customer knowledge: a comparative study of eCRM functionality and its use in e-commerce websites. International Journal of Electronic CRM, 1(4), 327-40.
K?m?loglu, H., & Zarali, H. (2009). What signifies success in e-CRM?, Marketing Intelligence & Planning. 27(2), 246-267.
King, F. S., & Burgess, T. B. (2007). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37, 421–431.
Kirby, J. (2001). CRM program management: the art of change, in: Presentations of the Conference on Making the Vision a Reality, Gartner Group, Paris, France.
Knox, S., Maklan, S., Paynem A., Peppard, J. (2003). Customer Relationship Management, Perspectives from the Marketplace. Butterworth-Heinemann. 44
Lee-Kelley, L., Gilbert, D., & Mannicom, R. (2003). How e-CRM can enhance customer loyalty. Marketing Intelligence & Planning, 21(4), 239-48.
Leverin, A., & Liljander, V. (2006). Does relationship marketing improve customer relationship satisfaction and loyalty?. International Journal of Bank Marketing, 24(4), 232-251.
Liew, C. B. A. (2008). Strategic integration of knowledge management and customer relationship management. Journal of Knowledge Management, 12(4), 131–155.
Markus, M. L., & Tanis, C. (2000). The enterprise systems experience from adoption to success. Cincinnati, OH: Pinnafiex Educational Resources Inc.
McNally, R. C. (2007). An exploration of call centre agents’ CRM software use, customer orientation and job performance in the customer relationship maintenance phase. Journal of Financial Services Marketing, 12(2), 169–185.
Mendoza, L. E., Marius A., Pérez M., & Grim?n, A.C. (2007). Critical success factors for a customer relationship management strategy. Information and Software Technology, 49(8), 913–945.
Morris, M.H., Brunyee, J., & Page, M. (1998). Relationship marketing in practice – myths and realities. Industrial Marketing Management, 27, 359–371.
Nguyen, T.U., Sherif, J.S., & Newby, M. (2007). Strategies for successful CRM implementation. Information Management and Computer Security, 15(2), 102-115.
Pan, S., Tan, C., & Lim, E. (2004). Customer relationship management (CRM) in e-government: a relationship perspective. Decision Support Systems, 42, 1-13.
Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69(4), 167-176.
Peppard, J. (2000). Customer relationship management in financial services, European Management Journal, 18, 312–327.
Peppers, D., Rogers, M., & Dorf, B. (1999). Is your company ready for one-to-one marketing?, Harvard Business Review, 77, 151–160.
Racherla, P., & Hu, C. (2008). eCRM System Adoption by Hospitality Organizations: A Technology-Organization- Environment (TOE) Framework. Journal of Hospitality & Leisure Marketing, 17(1–2), 30-58.
Ranjan, J., & Bhatnagar, V. (2009). Principles for successful aCRM in organizations. Direct Marketing: An International Journal, 2(4), 239-247.
Remenyi, D. S. J. A., & Twite, M. A. (1991). A guide to measuring and managing IT benefits. Oxford, UK: Blackwell.
Richard, J. E., Thirkell, P. C., & Huff, S. L. (2007). The strategic value of CRM: A technology adoption perspective. Journal of Strategic Marketing, 15(5), 421–439.
Rigby, D.K., Reichheld, F.F., & Schefter, P. (2002). Avoid the four perils of CRM. Harvard Business Review, 80(2), 101-109.
Roh, T., Ahn, C., & Han, I. (2005).The priority factor model for customer relationship management system success. Expert Systems with Applications,,28, 641-654.
Romano, N. C., Jr., & Fjermestad, L. J. (2009). Preface to the focus theme on eCRM. # Institute of Information Management, University of St. Gallen. 19, 69–70.
Shao, B. B. M., & Lin, W. T. (2002). Technical efficiency analysis of information technology investments: A two-stage empirical investigation. Information and Management, 39(5), 391–401.
Sigala, M. (2005). Integrating customer relationship management in hotel operations: managerial and operational implications. International Journal of Hospitality Management, 24(3), 391-413.
Sivadas, E., & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail and Distribution Management, 28(2), 73–82.
Sophonthummapharn, K. (2009). The adoption of techno-relationship innovations A framework for electronic customer relationship management. Marketing Intelligence and Planning, 27(3), 380-412.
Stone, M., Woodcock, N., & Wilson, M. (1996). Marketing planning to customer relationship management, Long Range Planning, 29 675–683.
Su, C. T., Chen, Y. H., & Sha, D. Y. (2006). Linking innovative product development with customer knowledge: A data-mining approach. Technovation, 26(7), 784–795.
Teo, T. S. H., Devadoss, P., & Pan, S. L. (2006). Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the housing and development board. Decision Support Systems, 42(3), 1613–1627.
Turban, E., King D., Lee, J., & Viehland, D. (2004). Electronic Commerce. A Managerial Perspective. Prentice-Hall, New Jersey.
Wu, I., & Hung, C. (2009). A strategy-based process for effectively determining system requirements in eCRM development. Information and Software Technology, 51, 1308–1318.
Yi, Y. (1990). A critical review of customer satisfaction. Review of Marketing , 4, 68-123.
Zandi, F., & Tavana, M. (2011). A Fuzzy Group Quality Function Deployment Model for e-CRM Framework Assessment in Agile Manufacturing, Computers & Industrial Engineering, 61(1), 1-19.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(1), 31–46.
Ahearne, M., Douglas, H., & Niels, S. (2007). Why sales reps should welcome information technology: Measuring the impact of CRM-based IT on sales effectiveness. International Journal of Research in Marketing, 24(4), 336–349.
Beijerse, R.P. (1999).Questions in KM: Defining and conceptualizing a phenomenon. Journal of Knowledge Management, 3(2), 94–109.
Buckinx, W., & Van den Poel, D. (2005). Customer base analysis: partial defection of behaviorally loyal clients in a non-contractual FMCG retail setting, European Journal of Operational Research, 164, 252–268.
Bull, C. (2003). Strategic issues in customer relationship management implementation (CRM). Business Process Management Journal, 9, 592–602.
Butler, S. (2000). Changing the game: CRM in the e-world. The Journal of Business Strategy, 21(2), 13-14.
Buttle, F. (2004). Customer Relationship Management: Concepts and Tools. Elsevier Butterworth-Heinemann, Oxford.
Chalmeta, R. (2006). Methodology for customer relationship management, Journal of System and Software, 79, 1015–1024.
Chen, L., Soliman, K., Mao, E., & Frolick, M. N. (2000). Measuring user satisfaction with data warehouses: An exploratory study. Information and Management, 37(3), 103–110.
Coltman, T. (2007). Can superior CRM capabilities improve performance in banking? Journal of Financial Services Marketing, 12 (2), 102–114.
Davis, F. D. (1986). A technology acceptance model for empirically testing new end-user information systems: Theory and results. Doctoral dissertation, Sloan School of Management, Massachusetts Institute of Technology.
Day, G.S. (1994). The capabilities of market-driven organization. Journal of Marketing, 58(4), 37-52.
DeLone, W.H. & McLean, E.R. (1992). Information systems success. Information Systems Research, 3(1), 60-95.
Dyche, J. (2001). The CRM Handbook: A Business Guide to Customer Relationship Management. Addison-Wesley, Reading, MA.
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research. Reading, MA: Addison-Wesley.
Fluss, D. (2000). The Future e- Service in e-CRM. Inside Garter Group, 1-3.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 55(1), 1-21.
Foss, B., & Stone, M. (2002). CRM in Financial Services, A Practical Guide to Making Customer Relationship Management Work. UK. Kogan, 527.
Galimi, J. (2000). Strategic Analysis Report: CRM & IT requirement strategies for payer organization. Gartner Group.
Garrido-Moreno, A., & Padilla-Meléndez, A. (2011). Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors. International Journal of Information Management, doi:10.1016/j.ijinfomgt.2011.01.002
Goldenberg, B. J. (2008). CRM in Real Time: empowering customer relationships, Information Today. New Jersey 08055.
Greenberg, P. (2004), CRM at the Speed of Light: Essential Customer Strategies for the 21st Century. 3rd ed., McGraw-Hill, London, New York, NY.
Greun, T.W. (1995). The outcome set of relationship marketing in consumer markets. International Business Review, 4, 447–469.
Guleri, T. (2000). CRM throughout the enterprise. Call center solutions, 18(12), 44-49.
Hadaya, P., & Cassivi, L. (2009). Collaborative e-product development and product innovation in a demand-driven network: the moderating role of eCRM. Institute of Information Management, University of St. Gallen, 28(1), 20-25.
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27–42.
Hong, K. K., & Kim, Y. G. (2002). The critical success factors for ERP implementation: An organizational fit perspective. Information and Management, 40(1), 25–40.
Irani, Z. (2002). Information systems evaluation : Navigating through the problem domain. Journal of Information and Marketing, 40(1), 11-24.
Iriana, R., & Buttle, F. (2006). Strategic, operational, and analytical customer relationship management: attributes and measures. Journal of Relationship Marketing, 5(4), 23-42.
Jelinek, R., Ahearne, M., Mathieu, J., & Schillewaert, N. (2006). A longitudinal examination of individual, organizational and contextual factors on technology adoption and job performance. Journal of Marketing Theory and Practice, 14(1), 7–23.
Karakostas, B., Kardaras, D., & Papathanassiou, E. (2005). The state of CRM adoption by the financial services in the UK: an empirical investigation. Information & Management, 42, 853–863.
Karimi, J., Somers, T. M., & Gupta, Y. P. (2001). Impact of information technology management practices on customer service. Journal of Management Information Systems, 17(4), 125–158.
Kennedy, M., & King, A.M. (2004). Using customer relationship management to increase profits, Strategic Finance, 85, 36–42.
Kim, J., Suh, E., & Hwang, H.(2003). A model for evaluation the effectiveness of CRM using the balanced scorecard. Journal of Interactive Marketing, 17(2), 5-19.
Kim, Y.M., & Hawamdeh, S. (2008). Leveraging customer knowledge: a comparative study of eCRM functionality and its use in e-commerce websites. International Journal of Electronic CRM, 1(4), 327-40.
K?m?loglu, H., & Zarali, H. (2009). What signifies success in e-CRM?, Marketing Intelligence & Planning. 27(2), 246-267.
King, F. S., & Burgess, T. B. (2007). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37, 421–431.
Kirby, J. (2001). CRM program management: the art of change, in: Presentations of the Conference on Making the Vision a Reality, Gartner Group, Paris, France.
Knox, S., Maklan, S., Paynem A., Peppard, J. (2003). Customer Relationship Management, Perspectives from the Marketplace. Butterworth-Heinemann. 44
Lee-Kelley, L., Gilbert, D., & Mannicom, R. (2003). How e-CRM can enhance customer loyalty. Marketing Intelligence & Planning, 21(4), 239-48.
Leverin, A., & Liljander, V. (2006). Does relationship marketing improve customer relationship satisfaction and loyalty?. International Journal of Bank Marketing, 24(4), 232-251.
Liew, C. B. A. (2008). Strategic integration of knowledge management and customer relationship management. Journal of Knowledge Management, 12(4), 131–155.
Markus, M. L., & Tanis, C. (2000). The enterprise systems experience from adoption to success. Cincinnati, OH: Pinnafiex Educational Resources Inc.
McNally, R. C. (2007). An exploration of call centre agents’ CRM software use, customer orientation and job performance in the customer relationship maintenance phase. Journal of Financial Services Marketing, 12(2), 169–185.
Mendoza, L. E., Marius A., Pérez M., & Grim?n, A.C. (2007). Critical success factors for a customer relationship management strategy. Information and Software Technology, 49(8), 913–945.
Morris, M.H., Brunyee, J., & Page, M. (1998). Relationship marketing in practice – myths and realities. Industrial Marketing Management, 27, 359–371.
Nguyen, T.U., Sherif, J.S., & Newby, M. (2007). Strategies for successful CRM implementation. Information Management and Computer Security, 15(2), 102-115.
Pan, S., Tan, C., & Lim, E. (2004). Customer relationship management (CRM) in e-government: a relationship perspective. Decision Support Systems, 42, 1-13.
Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69(4), 167-176.
Peppard, J. (2000). Customer relationship management in financial services, European Management Journal, 18, 312–327.
Peppers, D., Rogers, M., & Dorf, B. (1999). Is your company ready for one-to-one marketing?, Harvard Business Review, 77, 151–160.
Racherla, P., & Hu, C. (2008). eCRM System Adoption by Hospitality Organizations: A Technology-Organization- Environment (TOE) Framework. Journal of Hospitality & Leisure Marketing, 17(1–2), 30-58.
Ranjan, J., & Bhatnagar, V. (2009). Principles for successful aCRM in organizations. Direct Marketing: An International Journal, 2(4), 239-247.
Remenyi, D. S. J. A., & Twite, M. A. (1991). A guide to measuring and managing IT benefits. Oxford, UK: Blackwell.
Richard, J. E., Thirkell, P. C., & Huff, S. L. (2007). The strategic value of CRM: A technology adoption perspective. Journal of Strategic Marketing, 15(5), 421–439.
Rigby, D.K., Reichheld, F.F., & Schefter, P. (2002). Avoid the four perils of CRM. Harvard Business Review, 80(2), 101-109.
Roh, T., Ahn, C., & Han, I. (2005).The priority factor model for customer relationship management system success. Expert Systems with Applications,,28, 641-654.
Romano, N. C., Jr., & Fjermestad, L. J. (2009). Preface to the focus theme on eCRM. # Institute of Information Management, University of St. Gallen. 19, 69–70.
Shao, B. B. M., & Lin, W. T. (2002). Technical efficiency analysis of information technology investments: A two-stage empirical investigation. Information and Management, 39(5), 391–401.
Sigala, M. (2005). Integrating customer relationship management in hotel operations: managerial and operational implications. International Journal of Hospitality Management, 24(3), 391-413.
Sivadas, E., & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail and Distribution Management, 28(2), 73–82.
Sophonthummapharn, K. (2009). The adoption of techno-relationship innovations A framework for electronic customer relationship management. Marketing Intelligence and Planning, 27(3), 380-412.
Stone, M., Woodcock, N., & Wilson, M. (1996). Marketing planning to customer relationship management, Long Range Planning, 29 675–683.
Su, C. T., Chen, Y. H., & Sha, D. Y. (2006). Linking innovative product development with customer knowledge: A data-mining approach. Technovation, 26(7), 784–795.
Teo, T. S. H., Devadoss, P., & Pan, S. L. (2006). Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the housing and development board. Decision Support Systems, 42(3), 1613–1627.
Turban, E., King D., Lee, J., & Viehland, D. (2004). Electronic Commerce. A Managerial Perspective. Prentice-Hall, New Jersey.
Wu, I., & Hung, C. (2009). A strategy-based process for effectively determining system requirements in eCRM development. Information and Software Technology, 51, 1308–1318.
Yi, Y. (1990). A critical review of customer satisfaction. Review of Marketing , 4, 68-123.
Zandi, F., & Tavana, M. (2011). A Fuzzy Group Quality Function Deployment Model for e-CRM Framework Assessment in Agile Manufacturing, Computers & Industrial Engineering, 61(1), 1-19.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(1), 31–46.