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Administrative Sciences
Special Issues
Customer Relationship Management and Recent Developments
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Customer Relationship Management and Recent Developments

A special issue of Administrative Sciences (ISSN 2076-3387).

Deadline for manuscript submissions: closed (15 July 2016) | Viewed by 35842

Special Issue Editor

Dr. Noel Yee-Man Siu

E-Mail Website
Guest Editor
Department of Marketing, School of Business, Hong Kong Baptist University, Kowloon Tong, Hong Kong
Interests: customer relationship management; service marketing; cultural consumption; customer engagement; luxury consumption

Special Issue Information

Dear Colleagues,

Administrative Sciences is pleased to announce a Special Issue focused on the recent development of customer relationship management (CRM).
Customer relationship management is an essential philosophy of doing business that focuses on customer retention and enhancement. The successful implementation of CRM results in customer loyalty and sustainability of the business. A considerable number of failure cases alerts practitioners that its success is dependent, not only on the technical development, but also on the emphasis, such as strategic, marketing, social, and cultural perspectives. With the development of globalization and abrupt changes to the business environment, organizations need to be kept abreast of CRM development and insights on how customers could be retained and enhanced.

This Special Issue seeks original conceptual and empirical papers presenting CRM business models, methodologies, or technologies applicable to CRM. Papers from strategic, operational, and cross-cultural perspectives are welcome.

Noel Yee-Man Siu
Guest Editor

Manuscript Submission Information

Manuscripts should be submitted online at www.mdpi.com by registering and logging in to this website. Once you are registered, click here to go to the submission form. Manuscripts can be submitted until the deadline. All papers will be peer-reviewed. Accepted papers will be published continuously in the journal (as soon as accepted) and will be listed together on the special issue website. Research articles, review articles as well as short communications are invited. For planned papers, a title and short abstract (about 100 words) can be sent to the Editorial Office for announcement on this website.

Submitted manuscripts should not have been published previously, nor be under consideration for publication elsewhere (except conference proceedings papers). All manuscripts are thoroughly refereed through a single-blind peer-review process. A guide for authors and other relevant information for submission of manuscripts is available on the Instructions for Authors page. Administrative Sciences is an international peer-reviewed open access monthly journal published by MDPI.

Please visit the Instructions for Authors page before submitting a manuscript. Submitted papers should be well formatted and use good English. Authors may use MDPI's English editing service prior to publication or during author revisions.

Keywords

  • customer relationship management and innovation
  • global CRM strategies
  • cultural concerns in CRM implementations
  • service quality
  • relational preferences
  • loyalty programs
  • retention strategies
  • customer satisfaction
  • CRM and sustainability
  • CRM and ethics

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Further information on MDPI's Special Issue polices can be found here.

Published Papers (3 papers)

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Editorial

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133 KiB  
Editorial
Customer Relationship Management and Recent Developments
by Noel Yee-Man Siu
Adm. Sci. 2016, 6(3), 7; https://doi.org/10.3390/admsci6030007 - 1 Jul 2016
Cited by 9 | Viewed by 6800
Abstract
In the past two decades, the notion of “customer relationship management” (CRM) has been widely discussed and researched.[...]
Full article
(This article belongs to the Special Issue Customer Relationship Management and Recent Developments)

Research

Jump to: Editorial

455 KiB  
Article
The Effects of Traditional and Electronic Word-of-Mouth on Destination Image: A Case of Vacation Tourists Visiting Branson, Missouri
by Koji Ishida, Lisa Slevitch and Katia Siamionava
Adm. Sci. 2016, 6(4), 12; https://doi.org/10.3390/admsci6040012 - 28 Sep 2016
Cited by 36 | Viewed by 9750
Abstract
The effects of integrated word-of-mouth (WOM), both traditional and electronic, on tourism products are yet to be fully investigated. The current study aims to assess the effects of and differences between traditional WOM and electronic WOM, between personal WOM and commercial WOM, and [...] Read more.
The effects of integrated word-of-mouth (WOM), both traditional and electronic, on tourism products are yet to be fully investigated. The current study aims to assess the effects of and differences between traditional WOM and electronic WOM, between personal WOM and commercial WOM, and between positive and negative WOM on a destination image. Results of the study indicate that traditional WOM had a greater influence on destination image compared to electronic WOM. Personal traditional WOM had a greater influence on destination image compared to electronic personal WOM and commercial WOM. However, negative WOM exerted less influence on the destination’s image compared to positive WOM while negative electronic WOM had a greater influence on destination image compared to negative traditional WOM. Full article
(This article belongs to the Special Issue Customer Relationship Management and Recent Developments)
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1260 KiB  
Article
Advertising between Archetype and Brand Personality
by Clemens Bechter, Giorgio Farinelli, Rolf-Dieter Daniel and Michael Frey
Adm. Sci. 2016, 6(2), 5; https://doi.org/10.3390/admsci6020005 - 21 Jun 2016
Cited by 15 | Viewed by 18641
Abstract
The aim of the paper is the alignment of C.G. Jung’s (1954) archetypes and Aaker’s (1997) brand personality framework in the context of advertising. C.G. Jung’s theories had a tremendous impact on psychology. David Aaker and his daughter Jennifer are seen by many [...] Read more.
The aim of the paper is the alignment of C.G. Jung’s (1954) archetypes and Aaker’s (1997) brand personality framework in the context of advertising. C.G. Jung’s theories had a tremendous impact on psychology. David Aaker and his daughter Jennifer are seen by many as the branding gurus. Despite the fact that both frameworks refer to persons/personalities there is no publication linking the two frameworks. Our research tried to fill this gap by developing a joint framework combining Jung’s and Aaker’s attributes and apply it by analyzing two distinctively different TV commercials from Asian hotel chains. A total of 102 Executive MBA students had to watch both TV commercials and then conduct an Archetype (C.G. Jung) Indicator test and rate Brand Personality (Aaker) traits of the two commercials. Results show that there is common ground. This has implications for advertisers who may want to specify an archetype and related personality attributes for their promotional campaigns. Game changers in the hospitality sector may want to be seen as Outlaw whereas established hotel chains may position themselves as Lover with personality attributes such as welcoming, charming, and embraced. Full article
(This article belongs to the Special Issue Customer Relationship Management and Recent Developments)
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