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Special Issue "Sustainable Customer Relationship Management"

A special issue of Sustainability (ISSN 2071-1050). This special issue belongs to the section "Sustainable Management".

Deadline for manuscript submissions: 31 August 2022 | Viewed by 6437

Special Issue Editors

Prof. Dr. Ricardo Chalmeta Rosaleñ
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Guest Editor
Integration and Re-Engineering Research Group. Lenguajes y Sistemas Informáticos Department, Universitat Jaume I, 12071, Castellón de la Plana, Castellón, Spain
Interests: corporate social responsibility; customer relationship management; information systems; business processes reengineering
Prof. Dr. Patricia Martínez García de Leaniz
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Guest Editor
Business Administration Department, University of Cantabria, 39005, Santander, Spain
Interests: corporate social responsibility; corporate marketing; consumer behavior; environmental certifications; e-wom; tourism; hospitality
Special Issues, Collections and Topics in MDPI journals

Special Issue Information

Dear Colleagues,

Sustainable customer relationship management (SCRM) means considering economic, environmental, and social targets when establishing and maintaining long-term profitable customer relations. More specifically, sustainability-oriented CRM aims to attract and retain sustainability-conscious customers, as well as increase consumer awareness of corporate sustainability issues.

To carry out SCRM, a company has to remodel its CRM-activities, including, e.g., fair customer and employee treatment, as well as the integration of new sustainability orientated processes. However, to date, there has been very little research that provides an integrated perspective on the underlying mechanisms that shape sustainability-oriented CRM activities and that analyses how customers and sustainability interdigitate. Similarly, research dealing with the comprehensive concept of sustainability-oriented CRM is limited.

Hence, this Special Issue will analyze the holistic integration of economic, environmental, and social sustainability issues, and the core areas of CRM, i.e., marketing, sales, and services.

Potential topics include but are not limited to the following:

  • Systematic literature review on SCRM
  • Solutions for SCRM problems
  • Frameworks and methodologies for SCRM
  • Effects of SCRM systems on companies
  • SCRM strategies
  • SCRM innovation
  • SCRM marketing
  • SCRM sales
  • SCRM services
  • SCRM technology and software
  • Case studies
  • Future Advancements

Prof. Dr. Ricardo Chalmeta Rosaleñ
Prof. Dr. Patricia Martínez García de Leaniz
Guest Editors

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 submissions that pass pre-check are 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. Sustainability is an international peer-reviewed open access semimonthly journal published by MDPI.

Please visit the Instructions for Authors page before submitting a manuscript. The Article Processing Charge (APC) for publication in this open access journal is 2000 CHF (Swiss Francs). 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.

Published Papers (4 papers)

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Research

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Article
Sustainability-Conscious Stakeholders and CSR: Evidence from IJVs of Ghana
Sustainability 2021, 13(2), 639; https://doi.org/10.3390/su13020639 - 11 Jan 2021
Cited by 5 | Viewed by 1311
Abstract
Corporate social responsibility (CSR) activities of international joint ventures (IJVs) are considered a way for multinational corporations (MNCs) to be embedded in local communities. Existing literature generally assumes that MNC research applies to IJV, however, the research of IJV’s CSR practices is often [...] Read more.
Corporate social responsibility (CSR) activities of international joint ventures (IJVs) are considered a way for multinational corporations (MNCs) to be embedded in local communities. Existing literature generally assumes that MNC research applies to IJV, however, the research of IJV’s CSR practices is often ignored. In particular, it is unclear which stakeholders become important factors in influencing the CSR practices of IJVs in developing countries. This paper aims to examine the structural characteristics of IJVs and propose a framework for the CSR practice of IJVs established in Ghana. The theoretical standpoint of this research is built upon the stakeholder and institutional theories. Using stepwise regression, a framework is developed to better understand and identify the forces within the local market that stimulate CSR. Consumers, competitors, and local communities are considered to be the key stakeholders driving IJV CSR actions. In addition, this paper has identified significant differences in CSR practice related to the IJV’s ownership structure. This study contributes to the literature on furthering knowledge of CSR and IJVs. Furthermore, it also provides practical implications for MNCs to better integrate into the local market and the host country in order to promote the development of stakeholders related to IJVs. Full article
(This article belongs to the Special Issue Sustainable Customer Relationship Management)
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Article
Sustainability of Portuguese Courts: Citizen Satisfaction and Loyalty as Key Factors
Sustainability 2020, 12(23), 10163; https://doi.org/10.3390/su122310163 - 05 Dec 2020
Cited by 2 | Viewed by 847
Abstract
This paper aims to describe the satisfaction and loyalty of citizens towards the sustainability of Portuguese courts. This research was carried out under the Portuguese justice agenda named “Justice + Closer” between the years of 2017, 2018, and 2019. The methodological approach adopted [...] Read more.
This paper aims to describe the satisfaction and loyalty of citizens towards the sustainability of Portuguese courts. This research was carried out under the Portuguese justice agenda named “Justice + Closer” between the years of 2017, 2018, and 2019. The methodological approach adopted was quantitative. Based on the literature review, a structural model of the relationships between the dimensions that directly and indirectly influence citizen satisfaction and loyalty was adapted from the arbitration centers to the court’s reality. Data collection was carried out during the three years mentioned—in person at the Portuguese Campus of Justice and also through questionnaires applied online. In the course of the three years, 3276 observations were collected. Through structural equation modeling, it was possible to measure positive relations produced between seven established dimensions. The results of this study contribute generally to applied research in the field of justice administration and to the understanding of this topic by those in the academic sector where it has been superficially addressed. Related future investigations might include a comparative study between the satisfaction and loyalty of citizens with (i) the formal adjudication processes and case outcomes of the Portuguese courts and (ii) alternative dispute-resolution processes and case outcome means reached by recognized arbitration and mediation centers, judges of peace, and related ADR services. Full article
(This article belongs to the Special Issue Sustainable Customer Relationship Management)
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Article
Measuring Perceived Service Quality and Its Impact on Golf Courses Performance According to Types of Facilities and User Profile
Sustainability 2020, 12(14), 5746; https://doi.org/10.3390/su12145746 - 17 Jul 2020
Cited by 2 | Viewed by 967
Abstract
The study was aimed at: (1) Analysing the psychometric features of the QGolf scale, (2) examining the relation between the user’s perceived quality, the club service dimensions, and the golf club performance and, (3) exploring whether a better performance could vary depending on [...] Read more.
The study was aimed at: (1) Analysing the psychometric features of the QGolf scale, (2) examining the relation between the user’s perceived quality, the club service dimensions, and the golf club performance and, (3) exploring whether a better performance could vary depending on the player’s profile and/or the type of golf course. To do so, 968 users from 13 clubs in north-western Spain golf courses were interviewed. Psychometric and theoretical findings are introduced regarding their further use in field marketing. The causal analysis of covariance structure leads us to state that the human and organisational dimension of the service is key to assess perceived quality. When comparing models, the explanatory power of the Handicap ≥ 20 model was higher than the one concerning Handicap < 20. Thus, the strategy to increase user satisfaction should be quite different depending on whether users are beginners or advanced golf players. Therefore, managers should consider the users’ profiles diversity, their specific needs, and the variety of target-groups involved, on account of the golf course’s interests. This seems the best pathway to achieve sustainability and survival in the area. Full article
(This article belongs to the Special Issue Sustainable Customer Relationship Management)
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Review

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Review
Amalgamation of Customer Relationship Management and Data Analytics in Different Business Sectors—A Systematic Literature Review
Sustainability 2021, 13(9), 5279; https://doi.org/10.3390/su13095279 - 09 May 2021
Cited by 2 | Viewed by 1536
Abstract
Customization of products or services is a strategy that the business sector has embraced to build a better relationship with the customers to cater to their individual needs and thus providing them a fulfilling experience. This whole process is known as customer relationship [...] Read more.
Customization of products or services is a strategy that the business sector has embraced to build a better relationship with the customers to cater to their individual needs and thus providing them a fulfilling experience. This whole process is known as customer relationship management (CRM). In this context, we extensively surveyed 138 papers published between 1996 and 2021 in the area of analytical CRM. Although this study consisted of papers from different business sectors, a fair share of focus was directed to the telecommunication industry and generalized CRM techniques usages. Different science and engineering-based data repositories were studied to ascertain significant studies published in scientific journals, conferences, and articles. The research works on CRM were considered and separated into IT and non-IT-based techniques to study the methods used in different business sectors. The main target behind implementing CRM is for the better revenue growth of the company. Different IT and non-IT-based techniques are used in the analytical CRM area to achieve this target, and researchers have been actively involved in this domain. The purpose of the research was to show the impact of IT-based techniques in the business world. A detailed future course of research in this area was discussed. Full article
(This article belongs to the Special Issue Sustainable Customer Relationship Management)
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