A study on the relationship between E-CRM features and e-loyalty: The case in UK

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.E-CRM emerges from the Internet and web technology to facilitate the implementation of CRM; it focuses on Internet or web-based interaction between companies and their customers. In particular, E-CRM enables companies to provide appropriate services and products to satisfy the customers and enhance customer loyalty. Furthermore, E-CRM features are vital for managing customer relationships online. They are generally referred to as concrete website functionality or tools and they are required for customising, personalising and interacting with the customer. Without E-CRM features, CRM could not be realised on the Internet. In fact, in the literature, there appears to be an absence of theoretical models for E-CRM implementation in general, and E-CRM features in particular. Furthermore, there is a lack of studies focusing on identification of the importance and categorisation of E-CRM features within different stages of transaction cycle. Consequently, this dissertation attempts to fill the information gap based on empirical data derived from survey. The aim of this dissertation was to examine the relationship between E-CRM features and ELoyalty at the different stages of transaction cycle (pre-purchase, at-purchase, and postpurchase) on mobile phone companies websites in UK. The results from this study show that the use of E-CRM in building consumer relationships affects online consumer satisfaction and loyalty. The efficiency of E-CRM program determine the level of which online features, such as search capabilities, security/privacy, payment methods, and online customer support would be implemented on mobile companies’ websites. This research contributes to knowledge in several ways. Most importantly, it illustrates the roles of E-CRM features in enhancing online consumer loyalty at different stages of purchase cycle leading to long-term consumer relationships. In particular, this research highlights the critical features of E-CRM program, which mobile phone companies’ websites in UK should in vest in their consumer loyalty strategies

Modelling User Behaviour in Market Attribution: finding novel data features using machine learning

This paper presents an exploration of market attribution methods and the integration of user behaviour. Attribution is the measurement of interaction between marketing touchpoints and channels along the customer journey, improving customer insights and driving smarter business decisions. Improving the accuracy of attribution requires a deeper understanding of user behaviour, not just marketing channel credit assignment. Evidence has been provided regarding the problems in the standardized approach to behavioural modelling and alternatives have been presented. The study explores data provided by a British based jewellery company with an investigation into pre-existing data features that can aid with the analysis of user behaviour. The study contains over 10 million rows collected over 2 years and presents the initial findings made in the first 15 months of a PhD study

Semantic discovery and reuse of business process patterns

Patterns currently play an important role in modern information systems (IS) development and their use has mainly been restricted to the design and implementation phases of the development lifecycle. Given the increasing significance of business modelling in IS development, patterns have the potential of providing a viable solution for promoting reusability of recurrent generalized models in the very early stages of development. As a statement of research-in-progress this paper focuses on business process patterns and proposes an initial methodological framework for the discovery and reuse of business process patterns within the IS development lifecycle. The framework borrows ideas from the domain engineering literature and proposes the use of semantics to drive both the discovery of patterns as well as their reuse

Critical Management Issues for Implementing RFID in Supply Chain Management

The benefits of radio frequency identification (RFID) technology in the supply chain are fairly compelling. It has the potential to revolutionise the efficiency, accuracy and security of the supply chain with significant impact on overall profitability. A number of companies are actively involved in testing and adopting this technology. It is estimated that the market for RFID products and services will increase significantly in the next few years. Despite this trend, there are major impediments to RFID adoption in supply chain. While RFID systems have been around for several decades, the technology for supply chain management is still emerging. We describe many of the challenges, setbacks and barriers facing RFID implementations in supply chains, discuss the critical issues for management and offer some suggestions. In the process, we take an in-depth look at cost, technology, standards, privacy and security and business process reengineering related issues surrounding RFID technology in supply chains

When Blockchain Meets CRM: An Evaluation of Enterprise CRM Vendor Blockchain Capabilities

The emergence of Blockchain technology has begun to manifest in various business and technical domains. Despite the transformative potential of Blockchain and other distributed ledger technologies, the distributed paradigm is markedly different than the relational database model underlying prototypical CRM systems, presenting a novel integration challenge. Resolving CRM-Blockchain integration challenges is a precondition to realizing the emergent paradigm known as CRM 4.0. The top 6 CRM vendors are identified, and their Blockchain capabilities are investigated. We conclude that while many of these vendors once implemented Blockchain capabilities, such capabilities have since largely been deprioritized, obfuscated, or outright abandoned. This paper extends the existing literature on CRM and Blockchain through the lens of industry

Consumer behavior in a multichannel context and its managerial implications

The dissertation project consists of four papers. Two papers are concerned with multichannel customer behavior: (a) drivers of competitive webrooming and (b) profitability effects of offline channel additions. The remaining two papers deal with consumer reactions towards different website cookie notifications

The First 25 Years of the Bled eConference: Themes and Impacts

The Bled eConference is the longest-running themed conference associated with the Information Systems discipline. The focus throughout its first quarter-century has been the application of electronic tools, migrating progressively from Electronic Data Interchange (EDI) via Inter-Organisational Systems (IOS) and eCommerce to encompass all aspects of the use of networking facilities in industry and government, and more recently by individuals, groups and society as a whole. This paper reports on an examination of the conference titles and of the titles and abstracts of the 773 refereed papers published in the Proceedings since 1995. This identified a long and strong focus on categories of electronic business and corporate perspectives, which has broadened in recent years to encompass the democratic, the social and the personal. The conference\u27s extend well beyond the papers and their thousands of citations and tens of thousands of downloads. Other impacts have included innovative forms of support for the development of large numbers of graduate students, and the many international research collaborations that have been conceived and developed in a beautiful lake-side setting in Slovenia

Сборник текстов по обучению профессионально-ориентированному чтению на английском языке для студентов специальностей 1-28 01 01 – "Экономика электронного бизнеса" 1-28 01 02 – "Электронный маркетинг"

Rakhuba Valery Ivanovich. Основы электронного бизнеса и маркетинга. Learning Textbook professionally oriented reading in EnglishСборник текстов по обучению профессионально-ориентированному чтению на английском языке предназначается для студентов специальностей 1-28 01 01 Экономика электронного бизнеса и 1-28 01 02 Электронный маркетинг. Тематика текстов дает достаточно полное представление о практической реализации принципов деятельности в этих сферах экономической активности

Social Media’s impact on Intellectual Property Rights

This is a draft chapter. The final version is available in Handbook of Research on Counterfeiting and Illicit Trade, edited by Peggy E. Chaudhry, published in 2017 by Edward Elgar Publishing Ltd, https://doi.org/10.4337/9781785366451. This material is for private use only, and cannot be used for any other purpose without further permission of the publisher.Peer reviewe