The Effects of CRM Practices and Multiple Channels on Customer Behavioral and Attitudinal Loyalty in Financial Services

Rising world affluence and an aging global population have led to expansive growth in the financial services market in recent years. When coupled with advances in information technologies (IT) and the Internet, the demand for services opens global opportunities for financial service firms and consequently will heightened competition. To gain a competitive edge, many firms have turned to customer relationship management (CRM) to seek a greater understanding of their customers’ needs and expectations, and better manage their customer care to gain customer loyalty. However, financial services firms entering global electronic marketplaces face a special challenge in building loyalty and trust. In the absence of face-t o-face meetings, firms must devise other means or channels to interact and collaborate with their customers. The results of a survey conducted on financial services consumers in Taiwan suggest that CRM practices in loyalty programs and crossselling, customer satisfaction and customization, and multiple channels have positive effects on behavioral and attitudinal loyalty. However, multiple channels has a moderating effect on the relationship between customer serv ice and customization, and behavioral loyalty, and a partial effect on loyalty programs and crossing-selling with attitudinal loyalty

A Proposed Framework for Transition to an E-Business Model

E-business offers organizations many new strategic opportunities through virtual alliances and supply chain partnerships. As in the past, IT can provide organizations with unprecedented market advantages. Thus, not engaging in e-business may prove to be costly in missed opportunities and lost leadership. However, transitioning from a bricks and mortar to an e-business model is not a simple task; it presents many major organizational challenges. These include adopting an organizational strategy that incorporates an information technology (IT) enabled business model, developing the IT infrastructure to ensure technology can be delivered to all users, managing change (i.e., overcoming resistance) and developing users of the new IT, redesigning or reengineering management processes and organizational structure to co-align with the focus of the business model. This paper suggests an organizational approach and presents a framework based on the MIT90 framework for successfully transitioning to an e-business model. Reengineering and co-alignment of the framework’s components are vital to the underlying success

An Examination of the Effects of IT Intensity and Organizational Absorptive Capacity on CRM Practices

Electronic business (e-business) brings many new opportunities as well as several challenges to business organizations. Many organizations have turned to customer relationship management (CRM) to leverage their market orientation, customiz e their products and services, and build loyalty programs. However, capitalizing on the opportunities will require organizational investments in information technology (IT) and absorptive capacity. This study examines the effects of investments in IT (IT intensity) and absorptive capacity on CRM practices, particularly market orientation, customization and loyalty programs. The results suggest that a positive relationship exists among them. Thus, organizations should devote resources toward developing their IT investments and absorptive capacity to benefit from their CRM practices

An Empirical Study of the Impact of IT Intensity and Organizational Absorptive Capacity on Customer Relationship Management Performance

In recent years, e-Business has emerged as a mainstream business practice. Engaged in highlycompetitive Internet -enabled markets, many business organizations have turned to customer relationship management (CRM), a computer -based information system that allows them to gain greater insight into their customers’ needs, to gain a competitive advantage. Consequently, CRM has risen to become a key ebusiness issue. Yet, many critical organizational factors underlie the success and performance of CRM. This study examines the impact of information technology (IT) intensity and organizational absorptive cap acity on CRM practices and performance, and presents a research model. Data collected through a survey of Taiwan financial service institutions suggest that CRM practices mediate the effects of IT intensity and organizational absorptive capacity on CRM performance

The Effects of Narrative Online Advertising on Attitude and Purchase Intention

This study examines the effects of narrative online advertising on a consumer’s attitude toward a product and his/her purchase intention, and the moderating effects of advertising, product and purchase involvement on the (aforementioned) relationships. The results indicate that the four narrative online advertising elements (interactivity, vividness, entertainment, self-referencing) have a positive effect on attitude (interactivity and entertainment did not), and attitude has a positive effect on purchase intention. The former relationship is positively moderated (enhanced) by advertising involvement but on only vividness and self-referencing while the latter by only product involvement. The data do not support purchase involvement as a moderator

A Proposed Model of the Effects of IT Diffusion on Organizational Absorptive Capacity and CRM Innovation Success

Business to customer (B2C) e-business has opened many new opportunities for businesses. In response to studies that underscore the importance of maintaining strong and learning relationship between the organization and customer, many have turned to customer relationship management (CRM) to manage their interactions with their customers and other external entities. Although IT enables CRM, other organizational factors, such as organizational absorptive capacity’s effect on innovativeness, may have greater impact on its ability to continually satisfy the business’ customer needs and expectations. However, IT may be a critical element to both absorptive capacity and innovation. This study examines the relationship between IT diffusion, organizational absorptive capacity and innovation, and proposes a research model. A clearer understanding of these relationships will provide businesses a means to appropriately direct their investments in IT and absorptive capacity

POSTURAL EFFECTS ON COMPARTMENTAL VOLUME CHANGES OF BREATHING BY OPTOELECTRONIC PLETHYSMOGRAPHY IN HEALTHY SUBJECTS

Breathing pattern was an important factor to affect the performance of sports for athletes. Optoelectronic plethysmography (OEP) was a new method to evaluate breathing pattern by measuring compartmental volume (upper thorax (UT), lower thorax (LT), and abdomen (AB)) freely without limitation. Previous study already investigated the swimmers had better breathing pattern measured by OEP (Karine et al., 2008) in sitting posture. Swimming, such as backstroke, is perfromed in supine posture, but previous study did not consider the postural effect on breathing pattern. This study explored the compartmental volume changes of healthy subjects in different postures

The Study of Maximizing Customer Equity by Segmentation: A Modified K-Means Approach

As segmentation has been one of the central marketing tasks for decades and customer profitability valuation has seen wide study during the past few years, surprisingly, up to this date, there is a gap in marketing research that await a bridge to link up of these two important and closely related dimensions. In this paper, we introduce a decision support system with the goal of maximizing customer equity by segmentation. The decision support system introduced here is unique in that it accommodates the essence of customer profitability valuation into a segmentation scheme in a sensible and flexible manner, that it suggests the number of segments to be determined by the goal of profit maximization instead of some arbitrary numerical criterion, and that central to its technical core the outlier problem which is pervasive in cluster analysis has been addressed by a modified K-Means algorithm so that clustering can reflect the pattern of the majority of ordinary observations in a data set instead of being influenced by a handful of outliers. It followed by a number of test datasets from a public data source and a conclusion remark was made at the end