How to cite this paper
Al-Diabat, B. (2022). Customer relationship management and customer loyalty: Examining the mediating role of business process management.Uncertain Supply Chain Management, 10(4), 1103-1110.
Refrences
Abdulkader, B., Magni, D., Cillo, V., Papa, A., & Micera, R. (2020). Aligning firm's value system and open innovation: a new framework of business process management beyond the business model innovation. Business Process Management Journal, 26(5), 999-1020.
Adikaram, C., & Khatibi, A. (2016). The relationship between customer relationship management and customer satisfaction: a study on private higher education institutions in Sri Lanka. International Journal of Arts and Commerce, 5(2), 69-95.
Agbaje, Y. T. (2014). Customer relationship management and customer loyalty in Nigerian telecommunication industry. Journal of Business and Retail Management Research, 8(2), 1-7.
Alrubaiee, L. (2013). An investigation on the Relationship between New Service Development, Market Orientation and Marketing Performance. European Journal of Business and Management, 5(5),1-26.
Alsayani, M. (2019). The dimensions of customer relationship management from a marketing point of view: a field study on telecommunication organizations in the republic of Yemen. Economic Researcher Review, 7(11), 28-49.
Altiti, K. (2015). Electronic commerce & electronic business. Dar hamed for publishing.
Deng, Z., Lu, Y., Wei, K., & Zhang, J. (2015). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289-300.
Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 48,39-50.
Galeb, E, Alabadi, H. (2010). Marketing according to a philosophical perspective. Dar alwarraq for publishing and distribution, Jordan.
Gray, P., & Byun, J. (2001). Customer relationship management, Claremont Graduate School.
Hair, J. F., Babin, B. J., &Krey, N. (2017). Covariance-Based Structural Equation Modeling in the Journal of Advertising: Review and Recommendations. Journal of Advertising, 46(1), 163–177. https://doi.org/10.1080/00913367.2017.1281777
Hamad, A. (2020). The impact of E-CRM on the E-Brand reputation through the customers satisfaction of Jordanian free market. Unpublished master dissertation, Middle east university.
Harahsheh, T. (2014). Customer relationships management and its impact on marketing performance: An empirical study on Jordanian telecommunication Orange company. Unpublished master dissertation, Zarqa private university.
Ibrahim, A., Turrahma, A., & Ruskan, E. L. (2019, March). The Implementation Of Customer Relationship Management (CRM) With Service Oriented Architecture (SOA) to Improve Customers’ Loyalty. In Journal of Physics: Conference Series (Vol. 1196, No. 1, p. 012026). IOP Publishing.
Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of tourism cities, 4(2), 220-244.
Khan, R. U., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2022). The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction. Journal of Relationship Marketing, 21(1), 1-26.
Kotler, P., & Keller, J. (2006). Marketing Management, 12th ed., Prentice - Hall, EnglCliffs, New Jersey.
Kumar, V. Smart, P. Maddern, H., & Maull, R. (2008). Alternative perspectives on service quality and customer satisfaction: The role of BPM. International journal of Service and Management, 19(2), 176–187.
Leninkumar, V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450-465.
Lenka, U., Suar, D., & Mohapatra, P. (2009). Service quality, customer satisfaction, and customer loyalty in Indian commercial banks. The Journal of Entrepreneurship. 18(1), 47–64
Lezghed, A., & Bersali, M. (2021). Social customer relationship management and their impact on the satisfaction and loyalty of mobile phone services customers- case of mobilis Algeria. Creativity journal, 11(2), 25-44.
Nader, A. (2005). Client’s perception of the quality services in Jordan telecom company. King Abdulaziz university journal - economics and administration.19(1).41-47.
Najm, A. (2015) Knowledge Management Concepts: Strategies and Operations. Dar al-warraq for publishing and distribution, Jordan.
Nazal, A. (2019). The role of Customer relationship management in developing customer services of Jordanian telecommunication companies. Unpublished master theses, Amman Arabic University.
Parthasarathy, A., & Ramasamy, T. (2015). A study on Customer Relationship Management Practices in Canara Bank Branches inTamilandu. International Conference on Inter Disciplinary research in Engineer and Technology, 1(3), 1-10.
Pradabwong, J., Braziotis, C., Tannock, J. D., & Pawar, K. S. (2017). Business process management and supply chain collaboration: effects on performance and competitiveness. Supply Chain Management: An International Journal, 22(2), 107-121.
Rosemann, M., & Brocke, V. (2010). The six core elements of business process Management, in J vom Brocke and M Rosemann. Handbook on business process management, Springer, Heidelberg, 1, 3–16.
Sadek, D. ( 2012). Knowledge Marketing, Knouz Knowledge for Publishing, Jordan.
Seddik, I., & Younsi, M. (2020). Customer relationship management (CRM) as a mechanism to build customer loyalty, A field study for Mobilis employees. Knowledge Groups Magazine, 6(1), 210-224.
Trkman, P. (2010). The critical success factors of business process management. International journal of information management, 30, 125–134.
Valmohammadi, C. (2017). Customer relationship management: Innovation and performance. International Journal of Innovation Science, 9(4), 374-395.
Yousef, A, & Gareeb, B. (2017). A proposed model for customer satisfaction as a mediator in the relationship between corporate social responsibility and customer loyalty in mobile phone company Mobilis-Ouargla. Alegerian firms performance Journal, 12, 75-90.
Zahar, D. Djordjevic, A. Klochkova, E. Misic, M.(2022) Application of Modern Digital Systems and Approaches to BusinessProcess Management. Sustainability, (1)14, 1697-1715.
Zhang, H., Kang, F., & Hu, S. Q. (2020). Senior leadership, customer orientation, and service firm performance: The mediator role of process management. Total Quality Management & Business Excellence, 31(13-14), 1605-1620.
Adikaram, C., & Khatibi, A. (2016). The relationship between customer relationship management and customer satisfaction: a study on private higher education institutions in Sri Lanka. International Journal of Arts and Commerce, 5(2), 69-95.
Agbaje, Y. T. (2014). Customer relationship management and customer loyalty in Nigerian telecommunication industry. Journal of Business and Retail Management Research, 8(2), 1-7.
Alrubaiee, L. (2013). An investigation on the Relationship between New Service Development, Market Orientation and Marketing Performance. European Journal of Business and Management, 5(5),1-26.
Alsayani, M. (2019). The dimensions of customer relationship management from a marketing point of view: a field study on telecommunication organizations in the republic of Yemen. Economic Researcher Review, 7(11), 28-49.
Altiti, K. (2015). Electronic commerce & electronic business. Dar hamed for publishing.
Deng, Z., Lu, Y., Wei, K., & Zhang, J. (2015). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289-300.
Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 48,39-50.
Galeb, E, Alabadi, H. (2010). Marketing according to a philosophical perspective. Dar alwarraq for publishing and distribution, Jordan.
Gray, P., & Byun, J. (2001). Customer relationship management, Claremont Graduate School.
Hair, J. F., Babin, B. J., &Krey, N. (2017). Covariance-Based Structural Equation Modeling in the Journal of Advertising: Review and Recommendations. Journal of Advertising, 46(1), 163–177. https://doi.org/10.1080/00913367.2017.1281777
Hamad, A. (2020). The impact of E-CRM on the E-Brand reputation through the customers satisfaction of Jordanian free market. Unpublished master dissertation, Middle east university.
Harahsheh, T. (2014). Customer relationships management and its impact on marketing performance: An empirical study on Jordanian telecommunication Orange company. Unpublished master dissertation, Zarqa private university.
Ibrahim, A., Turrahma, A., & Ruskan, E. L. (2019, March). The Implementation Of Customer Relationship Management (CRM) With Service Oriented Architecture (SOA) to Improve Customers’ Loyalty. In Journal of Physics: Conference Series (Vol. 1196, No. 1, p. 012026). IOP Publishing.
Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of tourism cities, 4(2), 220-244.
Khan, R. U., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2022). The impact of customer relationship management and company reputation on customer loyalty: The mediating role of customer satisfaction. Journal of Relationship Marketing, 21(1), 1-26.
Kotler, P., & Keller, J. (2006). Marketing Management, 12th ed., Prentice - Hall, EnglCliffs, New Jersey.
Kumar, V. Smart, P. Maddern, H., & Maull, R. (2008). Alternative perspectives on service quality and customer satisfaction: The role of BPM. International journal of Service and Management, 19(2), 176–187.
Leninkumar, V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450-465.
Lenka, U., Suar, D., & Mohapatra, P. (2009). Service quality, customer satisfaction, and customer loyalty in Indian commercial banks. The Journal of Entrepreneurship. 18(1), 47–64
Lezghed, A., & Bersali, M. (2021). Social customer relationship management and their impact on the satisfaction and loyalty of mobile phone services customers- case of mobilis Algeria. Creativity journal, 11(2), 25-44.
Nader, A. (2005). Client’s perception of the quality services in Jordan telecom company. King Abdulaziz university journal - economics and administration.19(1).41-47.
Najm, A. (2015) Knowledge Management Concepts: Strategies and Operations. Dar al-warraq for publishing and distribution, Jordan.
Nazal, A. (2019). The role of Customer relationship management in developing customer services of Jordanian telecommunication companies. Unpublished master theses, Amman Arabic University.
Parthasarathy, A., & Ramasamy, T. (2015). A study on Customer Relationship Management Practices in Canara Bank Branches inTamilandu. International Conference on Inter Disciplinary research in Engineer and Technology, 1(3), 1-10.
Pradabwong, J., Braziotis, C., Tannock, J. D., & Pawar, K. S. (2017). Business process management and supply chain collaboration: effects on performance and competitiveness. Supply Chain Management: An International Journal, 22(2), 107-121.
Rosemann, M., & Brocke, V. (2010). The six core elements of business process Management, in J vom Brocke and M Rosemann. Handbook on business process management, Springer, Heidelberg, 1, 3–16.
Sadek, D. ( 2012). Knowledge Marketing, Knouz Knowledge for Publishing, Jordan.
Seddik, I., & Younsi, M. (2020). Customer relationship management (CRM) as a mechanism to build customer loyalty, A field study for Mobilis employees. Knowledge Groups Magazine, 6(1), 210-224.
Trkman, P. (2010). The critical success factors of business process management. International journal of information management, 30, 125–134.
Valmohammadi, C. (2017). Customer relationship management: Innovation and performance. International Journal of Innovation Science, 9(4), 374-395.
Yousef, A, & Gareeb, B. (2017). A proposed model for customer satisfaction as a mediator in the relationship between corporate social responsibility and customer loyalty in mobile phone company Mobilis-Ouargla. Alegerian firms performance Journal, 12, 75-90.
Zahar, D. Djordjevic, A. Klochkova, E. Misic, M.(2022) Application of Modern Digital Systems and Approaches to BusinessProcess Management. Sustainability, (1)14, 1697-1715.
Zhang, H., Kang, F., & Hu, S. Q. (2020). Senior leadership, customer orientation, and service firm performance: The mediator role of process management. Total Quality Management & Business Excellence, 31(13-14), 1605-1620.