How to cite this paper
Alshurideh, M., Kurdi, B., AlHamad, A., Hamadneh, S., Alzoubi, H & Ahmad, A. (2023). Does social customer relationship management (SCRM) affect customers’ happiness and retention? A service perspective.Uncertain Supply Chain Management, 11(1), 277-288.
Refrences
Adnan, M., Yaseen, M., Khan, A. U., & Ahmad, E. (2021). Customer Relationship Management (CRM) And Brand Image Encourage Customer Retention; A Mediating Role Of Customer Engagement. Webology (ISSN: 1735-188X), 18(6).
Afthanorhan, A., Awang, Z., & Aimran, N. (2020). An extensive comparison of CB-SEM and PLS-SEM for reliability and validity. International Journal of Data and Network Science, 4(4), 357-364.
Agarwal, R., Mehrotra, A., & Misra, D. (2022). Customer happiness as a function of perceived loyalty program benefits-A quantile regression approach. Journal of Retailing and Consumer Services, 64, 102770.
Al-Azzam, A., & Khasawneh, R. T. (2017). Social customer relationship management (SCRM): a strategy for customer engagement. In Strategic Uses of Social Media for Improved Customer Retention (pp. 45-58). IGI Global.
Alferoff, C., & Knights, D. (2008). Customer relationship management in call centers: The uneasy process of re (form) ing the subject through the ‘people-by-numbers’ approach. Information and Organization, 18(1), 29-50.
Al-Hazmi, N. (2021). The impact of customer relationship management on customer retention in travel and tourism organizations. Management Science Letters, 11(1), 247-252.
Alketbi, S., Alshurideh, M., Al Kurdi, B. (2020a), The Influence of Service Quality on Customers' Retention and Loyalty in the UAE Hotel Sector with Respect to the Impact of Customer’ satisfaction, Trust, and Commitment: A Qualitative Study. International Journal of Innovation, Creativity and Change, 14(7), 734-754.
Alkitbi, S. S., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2020b). Factors affect customer retention: A systematic review. In International Conference on Advanced Intelligent Systems and Informatics, (pp. 656-667). Springer, Cham.
Al Kurdi, B., & Alshurideh, M., Al afaishat, T. (2020a). Employee retention and organizational performance: Evidence from banking industry. Management Science Letters, 10(16), 3981-3990.
Al Kurdi, B., Alshurideh, M., & Alnaser, A. (2020b). The impact of employee satisfaction on customer satisfaction: Theoretical and empirical underpinning. Management Science Letters, 10(15), 3561-3570.
Al Kurdi, B., Alshurideh, M., Salloum, S., Obeidat, Z., & Al-dweeri, R. (2020c). An empirical investigation into examination of factors influencing university students’ behavior towards elearning acceptance using SEM approach. International Journal of Interactive Mobile Technologies, 14(2), 19-4.
Alshamsi, A., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2020, October). The influence of service quality on customer retention: a systematic review in the higher education. In International Conference on Advanced Intelligent Systems and Informatics (pp. 404-416). Springer, Cham.
Alsharari, N. M., & Alshurideh, M. T. (2020). Student retention in higher education: the role of creativity, emotional intelligence and learner autonomy. International Journal of Educational Management. International Journal of Educational Management, 35(1), 233-247.
Alshurideh, D. M. (2019). Do electronic loyalty programs still drive customer choice and repeat purchase behaviour?. International Journal of Electronic Customer Relationship Management, 12(1), 40-57.
Alshurideh, M. (2016). Scope of customer retention problem in the mobile phone sector: a theoretical perspective. Journal of Marketing and Consumer Research, 20(2), 64-69.
Alshurideh, M. (2022). Does electronic customer relationship management (E-CRM) affect service quality at private hospitals in Jordan?. Uncertain Supply Chain Management, 10(2), 325-332.
Alshurideh, M. T. (2014). A qualitative analysis of customer repeat purchase behaviour in the UK mobile phone market. Journal of Management Research, 6(1), 109-125.
Alshurideh, M., Al Kurdi, B., Salloum, S. A., Arpaci, I., & Al-Emran, M. (2020). Predicting the actual use of m-learning systems: a comparative approach using PLS-SEM and machine learning algorithms. Interactive Learning Environments, 1-15.
Alshurideh, M., Gasaymeh, A., Ahmed, G., Alzoubi, H., & Kurd, B. (2020). Loyalty program effectiveness: Theoretical reviews and practical proofs. Uncertain Supply Chain Management, 8(3), 599-612.
Alshurideh, M., Nicholson, M., & Xiao, S. (2012). The effect of previous experience on mobile subscribers’ repeat purchase behaviour. European Journal of Social Sciences, 30(3), 366-376.
Alwan, M., & Alshurideh, M. (2022) The effect of digital marketing on purchase intention: Moderating effect of brand equity, International Journal of Data and Network Science, 10(3), 837–848.
Alt, R., & Reinhold, O. (2020). Social CRM: Tools and Functionalities. In Social Customer Relationship Management, (pp. 57-80). Springer, Cham.
Alzoubi, H. M., & Alshurideh, M., Al Kurdi, B., Inairat, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 579-588.
Arora, L., Singh, P., Bhatt, V., & Sharma, B. (2021). Understanding and managing customer engagement through social customer relationship management. Journal of Decision Systems, 30(2-3), 215-234.
Awadhi, J., Obeidat, B., & Alshurideh, M. (2021). The impact of customer service digitalization on customer satisfaction: Evidence from telecommunication industry. International Journal of Data and Network Science, 5(4), 815-830.
Bae, B.R. (2021). Effects of service authenticity, customer participation and customer-perceived service climate on customers' service evaluation. Asia Pacific Journal of Marketing and Logistics, 33(5), 1239-1254.
Bagó, P., & Voros, P. (2011). Social customer relationship management. Act Sci Soc, 33, 61-75.
Creswell, J. W., & Creswell, J. D. (2017). Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.
Dragnea, M., & Mihăiță, N. V. (2020). Customer Retention, Behavior and Emotions. VISION, 1283-1290.
Emerson, R. W. (2015). Convenience sampling, random sampling, and snowball sampling: How does sampling affect the validity of research?. Journal of Visual Impairment & Blindness, 109(2), 164-168.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
Gaur, L., & Afaq, A. (2020). Metamorphosis of CRM: Incorporation of Social Media to Customer Relationship Management in the Hospitality Industry. In Handbook of Research on Engineering Innovations and Technology Management in Organizations (pp. 1-23). IGI Global.
Gong, T., & Yi, Y. (2018). The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries. Psychology & Marketing, 35(6), 427-442.
Greenberg, P. (2010). CRM at the speed of light: Social CRM strategies, tools, and techniques. New York: McGraw-Hill.
Hair Jr, J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: updated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2), 107-123.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43(1), 115-135.
Jayasingh, S., & Venkatesh, R. (2016). Determinants of customer brand engagement in social media sites: A conceptual framework. International Business Management, 10(15), 2802-2807.
Kim, S., Choi, S., & Verma, R. (2017). Providing feedback to service customers: The effect of the presentation order and repetition of feedback types. Journal of Service Management, 28(2), 389-416.
Kline, R. B. (2015). Principles and practice of structural equation modeling. Guilford publications.
Kumar, A. (2021). Analysing the drivers of customer happiness at authorized workshops and improving retention. Journal of Retailing and Consumer Services, 62, 102619.
Kumar, A., Paul, J., & Starčević, S. (2021). Do brands make consumers happy?-A masstige theory perspective. Journal of Retailing and Consumer Services, 58, 102318.
Lin, H., Gursoy, D., & Zhang, M. (2020). Impact of customer-to-customer interactions on overall service experience: A social service scape perspective. International Journal of Hospitality Management, 87, 102376.
Lyubomirsky, S., Tkach, C., & DiMatteo, M. R. (2006). What are the differences between happiness and self-esteem. Social indicators research, 78(3), 363-404.
Mahavidyalaya, A. (2013). The Role of Consumer Happiness in Relationship Marketing. Global Journal of Management and Business Studies, 3(4), 407-412.
Prentice, C. (2019). Managing service encounters with emotional intelligence. Journal of Retailing and Consumer Services, 51, 344-351.
Renjitha R. (2019). Linking Corporate Social Responsibility with Customer Happiness and Retention in Print Media. UGC Journal, 6(11).
Sarmaniotis, C., & Stefanou, C. J. (2005, July). A framework of CRM development phases and key success factors. In Proceedings of the 2nd International Conference on Enterprise Systems and Accounting (pp. 477-495).
Sarstedt, M., Hair, J. F., Ringle, C. M., Thiele, K. O., & Gudergan, S. P. (2016). Estimation issues with PLS and CBSEM: Where the bias lies!. Journal of Business Research, 69(10), 3998-4010.
Schulte, S. (2008). Customer centric PLM: integrating customers' feedback into product data and lifecycle processes. International Journal of Product Lifecycle Management, 3(4), 295-307.
Seifbarghy, M., Rabieian, R., & Karimi, F. (2011). Locating service centers optimizing customers’ perspective criteria. The International Journal of Advanced Manufacturing Technology, 54(5), 811-819.
Shmueli, G., Sarstedt, M., Hair, J. F., Cheah, J. H., Ting, H., Vaithilingam, S., & Ringle, C. M. (2019). Predictive model assessment in PLS-SEM: guidelines for using PLSpredict. European journal of marketing.
Soliman, S., & J Kamel, N. (2021). Impact of Customer Relationship Management on Customer Retention in Hotels. Journal of Association of Arab Universities for Tourism and Hospitality, 21(3), 152-161.
Thomas, R., & Millar, M. (2013). The effects of material and experiential discretionary purchases on consumer happiness: Moderators and mediators. The Journal of psychology, 147(4), 345-356.
Turban, E., Strauss, J., & Lai, L. (2016). Social Customer Service and CRM. In Social Commerce (pp. 155-178). Springer, Cham.
Wibowo, A., Chen, S. C., Wiangin, U., Ma, Y., & Ruangkanjanases, A. (2020). Customer behavior as an outcome of social media marketing: The role of social media marketing activity and customer experience. Sustainability, 13(1), 189.
Wong, K. K. K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing Bulletin, 24(1), 1-32.
Woodcock, N., Green, A., & Starkey, M. (2011). Social CRM as a business strategy. Journal of Database Marketing & Customer Strategy Management, 18(1), 50-64.
Yano, K., Akitomi, T., Ara, K., Watanabe, J., Tsuji, S., Sato, N., ... & Moriwaki, N. (2015). Measuring happiness using wearable technology. Hitachi Review, 64(8), 97-104.
Yawised, K., Ellis, L., & Wong, M. C. (2018). A framework for the adoption of social customer relationship management (scrm) by private sector. Asian Journal of Science and Technology, 9(4), 7844-7851.
Afthanorhan, A., Awang, Z., & Aimran, N. (2020). An extensive comparison of CB-SEM and PLS-SEM for reliability and validity. International Journal of Data and Network Science, 4(4), 357-364.
Agarwal, R., Mehrotra, A., & Misra, D. (2022). Customer happiness as a function of perceived loyalty program benefits-A quantile regression approach. Journal of Retailing and Consumer Services, 64, 102770.
Al-Azzam, A., & Khasawneh, R. T. (2017). Social customer relationship management (SCRM): a strategy for customer engagement. In Strategic Uses of Social Media for Improved Customer Retention (pp. 45-58). IGI Global.
Alferoff, C., & Knights, D. (2008). Customer relationship management in call centers: The uneasy process of re (form) ing the subject through the ‘people-by-numbers’ approach. Information and Organization, 18(1), 29-50.
Al-Hazmi, N. (2021). The impact of customer relationship management on customer retention in travel and tourism organizations. Management Science Letters, 11(1), 247-252.
Alketbi, S., Alshurideh, M., Al Kurdi, B. (2020a), The Influence of Service Quality on Customers' Retention and Loyalty in the UAE Hotel Sector with Respect to the Impact of Customer’ satisfaction, Trust, and Commitment: A Qualitative Study. International Journal of Innovation, Creativity and Change, 14(7), 734-754.
Alkitbi, S. S., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2020b). Factors affect customer retention: A systematic review. In International Conference on Advanced Intelligent Systems and Informatics, (pp. 656-667). Springer, Cham.
Al Kurdi, B., & Alshurideh, M., Al afaishat, T. (2020a). Employee retention and organizational performance: Evidence from banking industry. Management Science Letters, 10(16), 3981-3990.
Al Kurdi, B., Alshurideh, M., & Alnaser, A. (2020b). The impact of employee satisfaction on customer satisfaction: Theoretical and empirical underpinning. Management Science Letters, 10(15), 3561-3570.
Al Kurdi, B., Alshurideh, M., Salloum, S., Obeidat, Z., & Al-dweeri, R. (2020c). An empirical investigation into examination of factors influencing university students’ behavior towards elearning acceptance using SEM approach. International Journal of Interactive Mobile Technologies, 14(2), 19-4.
Alshamsi, A., Alshurideh, M., Al Kurdi, B., & Salloum, S. A. (2020, October). The influence of service quality on customer retention: a systematic review in the higher education. In International Conference on Advanced Intelligent Systems and Informatics (pp. 404-416). Springer, Cham.
Alsharari, N. M., & Alshurideh, M. T. (2020). Student retention in higher education: the role of creativity, emotional intelligence and learner autonomy. International Journal of Educational Management. International Journal of Educational Management, 35(1), 233-247.
Alshurideh, D. M. (2019). Do electronic loyalty programs still drive customer choice and repeat purchase behaviour?. International Journal of Electronic Customer Relationship Management, 12(1), 40-57.
Alshurideh, M. (2016). Scope of customer retention problem in the mobile phone sector: a theoretical perspective. Journal of Marketing and Consumer Research, 20(2), 64-69.
Alshurideh, M. (2022). Does electronic customer relationship management (E-CRM) affect service quality at private hospitals in Jordan?. Uncertain Supply Chain Management, 10(2), 325-332.
Alshurideh, M. T. (2014). A qualitative analysis of customer repeat purchase behaviour in the UK mobile phone market. Journal of Management Research, 6(1), 109-125.
Alshurideh, M., Al Kurdi, B., Salloum, S. A., Arpaci, I., & Al-Emran, M. (2020). Predicting the actual use of m-learning systems: a comparative approach using PLS-SEM and machine learning algorithms. Interactive Learning Environments, 1-15.
Alshurideh, M., Gasaymeh, A., Ahmed, G., Alzoubi, H., & Kurd, B. (2020). Loyalty program effectiveness: Theoretical reviews and practical proofs. Uncertain Supply Chain Management, 8(3), 599-612.
Alshurideh, M., Nicholson, M., & Xiao, S. (2012). The effect of previous experience on mobile subscribers’ repeat purchase behaviour. European Journal of Social Sciences, 30(3), 366-376.
Alwan, M., & Alshurideh, M. (2022) The effect of digital marketing on purchase intention: Moderating effect of brand equity, International Journal of Data and Network Science, 10(3), 837–848.
Alt, R., & Reinhold, O. (2020). Social CRM: Tools and Functionalities. In Social Customer Relationship Management, (pp. 57-80). Springer, Cham.
Alzoubi, H. M., & Alshurideh, M., Al Kurdi, B., Inairat, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 579-588.
Arora, L., Singh, P., Bhatt, V., & Sharma, B. (2021). Understanding and managing customer engagement through social customer relationship management. Journal of Decision Systems, 30(2-3), 215-234.
Awadhi, J., Obeidat, B., & Alshurideh, M. (2021). The impact of customer service digitalization on customer satisfaction: Evidence from telecommunication industry. International Journal of Data and Network Science, 5(4), 815-830.
Bae, B.R. (2021). Effects of service authenticity, customer participation and customer-perceived service climate on customers' service evaluation. Asia Pacific Journal of Marketing and Logistics, 33(5), 1239-1254.
Bagó, P., & Voros, P. (2011). Social customer relationship management. Act Sci Soc, 33, 61-75.
Creswell, J. W., & Creswell, J. D. (2017). Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.
Dragnea, M., & Mihăiță, N. V. (2020). Customer Retention, Behavior and Emotions. VISION, 1283-1290.
Emerson, R. W. (2015). Convenience sampling, random sampling, and snowball sampling: How does sampling affect the validity of research?. Journal of Visual Impairment & Blindness, 109(2), 164-168.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
Gaur, L., & Afaq, A. (2020). Metamorphosis of CRM: Incorporation of Social Media to Customer Relationship Management in the Hospitality Industry. In Handbook of Research on Engineering Innovations and Technology Management in Organizations (pp. 1-23). IGI Global.
Gong, T., & Yi, Y. (2018). The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries. Psychology & Marketing, 35(6), 427-442.
Greenberg, P. (2010). CRM at the speed of light: Social CRM strategies, tools, and techniques. New York: McGraw-Hill.
Hair Jr, J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: updated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2), 107-123.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43(1), 115-135.
Jayasingh, S., & Venkatesh, R. (2016). Determinants of customer brand engagement in social media sites: A conceptual framework. International Business Management, 10(15), 2802-2807.
Kim, S., Choi, S., & Verma, R. (2017). Providing feedback to service customers: The effect of the presentation order and repetition of feedback types. Journal of Service Management, 28(2), 389-416.
Kline, R. B. (2015). Principles and practice of structural equation modeling. Guilford publications.
Kumar, A. (2021). Analysing the drivers of customer happiness at authorized workshops and improving retention. Journal of Retailing and Consumer Services, 62, 102619.
Kumar, A., Paul, J., & Starčević, S. (2021). Do brands make consumers happy?-A masstige theory perspective. Journal of Retailing and Consumer Services, 58, 102318.
Lin, H., Gursoy, D., & Zhang, M. (2020). Impact of customer-to-customer interactions on overall service experience: A social service scape perspective. International Journal of Hospitality Management, 87, 102376.
Lyubomirsky, S., Tkach, C., & DiMatteo, M. R. (2006). What are the differences between happiness and self-esteem. Social indicators research, 78(3), 363-404.
Mahavidyalaya, A. (2013). The Role of Consumer Happiness in Relationship Marketing. Global Journal of Management and Business Studies, 3(4), 407-412.
Prentice, C. (2019). Managing service encounters with emotional intelligence. Journal of Retailing and Consumer Services, 51, 344-351.
Renjitha R. (2019). Linking Corporate Social Responsibility with Customer Happiness and Retention in Print Media. UGC Journal, 6(11).
Sarmaniotis, C., & Stefanou, C. J. (2005, July). A framework of CRM development phases and key success factors. In Proceedings of the 2nd International Conference on Enterprise Systems and Accounting (pp. 477-495).
Sarstedt, M., Hair, J. F., Ringle, C. M., Thiele, K. O., & Gudergan, S. P. (2016). Estimation issues with PLS and CBSEM: Where the bias lies!. Journal of Business Research, 69(10), 3998-4010.
Schulte, S. (2008). Customer centric PLM: integrating customers' feedback into product data and lifecycle processes. International Journal of Product Lifecycle Management, 3(4), 295-307.
Seifbarghy, M., Rabieian, R., & Karimi, F. (2011). Locating service centers optimizing customers’ perspective criteria. The International Journal of Advanced Manufacturing Technology, 54(5), 811-819.
Shmueli, G., Sarstedt, M., Hair, J. F., Cheah, J. H., Ting, H., Vaithilingam, S., & Ringle, C. M. (2019). Predictive model assessment in PLS-SEM: guidelines for using PLSpredict. European journal of marketing.
Soliman, S., & J Kamel, N. (2021). Impact of Customer Relationship Management on Customer Retention in Hotels. Journal of Association of Arab Universities for Tourism and Hospitality, 21(3), 152-161.
Thomas, R., & Millar, M. (2013). The effects of material and experiential discretionary purchases on consumer happiness: Moderators and mediators. The Journal of psychology, 147(4), 345-356.
Turban, E., Strauss, J., & Lai, L. (2016). Social Customer Service and CRM. In Social Commerce (pp. 155-178). Springer, Cham.
Wibowo, A., Chen, S. C., Wiangin, U., Ma, Y., & Ruangkanjanases, A. (2020). Customer behavior as an outcome of social media marketing: The role of social media marketing activity and customer experience. Sustainability, 13(1), 189.
Wong, K. K. K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing Bulletin, 24(1), 1-32.
Woodcock, N., Green, A., & Starkey, M. (2011). Social CRM as a business strategy. Journal of Database Marketing & Customer Strategy Management, 18(1), 50-64.
Yano, K., Akitomi, T., Ara, K., Watanabe, J., Tsuji, S., Sato, N., ... & Moriwaki, N. (2015). Measuring happiness using wearable technology. Hitachi Review, 64(8), 97-104.
Yawised, K., Ellis, L., & Wong, M. C. (2018). A framework for the adoption of social customer relationship management (scrm) by private sector. Asian Journal of Science and Technology, 9(4), 7844-7851.