VARIABLES AFFECTING MOBILE CUSTOMER RELATIONSHIP MANAGEMENT: A STUDY IN TRAVEL AGENCIES IN ISFAHAN

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SHAHIN ARASH; TEYMOURI E.

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Journal: IRANIAN JOURNAL OF MANAGEMENT SCIENCES Year:2010 | Volume:5 | Issue:18 Page(s): 55-75

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Title

VARIABLES AFFECTING MOBILE CUSTOMER RELATIONSHIP MANAGEMENT: A STUDY IN TRAVEL AGENCIES IN ISFAHAN

Author(s)

SHAHIN ARASH | TEYMOURI E. | Issue Writer Certificate

Keywords

CUSTOMER RELATIONSHIP MANAGEMENTQ2

TRAVEL AGENCIESQ2

CUSTOMER SATISFACTIONQ2

PROCESS IMPROVEMENTQ2

REVENUE INCREASEQ3

Abstract

The aim of this paper is to identify variables affecting mCRM and its outcome variables. To do so the main variables were identified and a questionnaire was designed and distributed among a sample of traveling agencies located in Isfahan. Results show that from managers' point of view, advertising and communication activities in mCRM are prior to other factors. Also, the impact of top managers' support on CUSTOMER SATISFACTION and PROCESS IMPROVEMENT was higher compared to other factors. Furthermore, the correlation of the impact of mobile phone structure on CUSTOMER SATISFACTION and PROCESS IMPROVEMENT was significant. In addition, results showed no significant difference between the goals of public and private agencies in utilizing mCRM.

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APA: Copy

SHAHIN, ARASH, & TEYMOURI, E.. (2010). VARIABLES AFFECTING MOBILE CUSTOMER RELATIONSHIP MANAGEMENT: A STUDY IN TRAVEL AGENCIES IN ISFAHAN. IRANIAN JOURNAL OF MANAGEMENT SCIENCES, 5(18), 55-75. SID. https://sid.ir/paper/130330/en

Vancouver: Copy

SHAHIN ARASH, TEYMOURI E.. VARIABLES AFFECTING MOBILE CUSTOMER RELATIONSHIP MANAGEMENT: A STUDY IN TRAVEL AGENCIES IN ISFAHAN. IRANIAN JOURNAL OF MANAGEMENT SCIENCES[Internet]. 2010;5(18):55-75. Available from: https://sid.ir/paper/130330/en

IEEE: Copy

ARASH SHAHIN, and E. TEYMOURI, “VARIABLES AFFECTING MOBILE CUSTOMER RELATIONSHIP MANAGEMENT: A STUDY IN TRAVEL AGENCIES IN ISFAHAN,” IRANIAN JOURNAL OF MANAGEMENT SCIENCES, vol. 5, no. 18, pp. 55–75, 2010, [Online]. Available: https://sid.ir/paper/130330/en

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