The role of integrated customer relationship management in generating and using knowledge in service industry: A study on commercial banks of Bangladesh
Research on Customer relationship management (CRM) has inconclusive findings in recent years. To address this gap this study develops an integrated CRM success model (ICRM) considering the multidimensional aspects of CRM and including the impacts of possible intervening variables. The research uses...
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| Format: | Thesis |
| Language: | English |
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Curtin University
2014
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| Online Access: | http://hdl.handle.net/20.500.11937/1719 |
| _version_ | 1848743749095522304 |
|---|---|
| author | Alamgir, Mohammed |
| author_facet | Alamgir, Mohammed |
| author_sort | Alamgir, Mohammed |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Research on Customer relationship management (CRM) has inconclusive findings in recent years. To address this gap this study develops an integrated CRM success model (ICRM) considering the multidimensional aspects of CRM and including the impacts of possible intervening variables. The research uses a mixed method design approach and is grounded on resource-based and knowledge based views. Findings confirm the direct role of ICRM, and mediating role of customer knowledge and relationship maintenance on CRM success. |
| first_indexed | 2025-11-14T05:50:31Z |
| format | Thesis |
| id | curtin-20.500.11937-1719 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T05:50:31Z |
| publishDate | 2014 |
| publisher | Curtin University |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-17192017-02-20T06:37:17Z The role of integrated customer relationship management in generating and using knowledge in service industry: A study on commercial banks of Bangladesh Alamgir, Mohammed Research on Customer relationship management (CRM) has inconclusive findings in recent years. To address this gap this study develops an integrated CRM success model (ICRM) considering the multidimensional aspects of CRM and including the impacts of possible intervening variables. The research uses a mixed method design approach and is grounded on resource-based and knowledge based views. Findings confirm the direct role of ICRM, and mediating role of customer knowledge and relationship maintenance on CRM success. 2014 Thesis http://hdl.handle.net/20.500.11937/1719 en Curtin University fulltext |
| spellingShingle | Alamgir, Mohammed The role of integrated customer relationship management in generating and using knowledge in service industry: A study on commercial banks of Bangladesh |
| title | The role of integrated customer relationship management in generating and using knowledge in service industry: A study on commercial banks of Bangladesh |
| title_full | The role of integrated customer relationship management in generating and using knowledge in service industry: A study on commercial banks of Bangladesh |
| title_fullStr | The role of integrated customer relationship management in generating and using knowledge in service industry: A study on commercial banks of Bangladesh |
| title_full_unstemmed | The role of integrated customer relationship management in generating and using knowledge in service industry: A study on commercial banks of Bangladesh |
| title_short | The role of integrated customer relationship management in generating and using knowledge in service industry: A study on commercial banks of Bangladesh |
| title_sort | role of integrated customer relationship management in generating and using knowledge in service industry: a study on commercial banks of bangladesh |
| url | http://hdl.handle.net/20.500.11937/1719 |