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Navigating e-customer relationship management through emerging information and communication technologies: moderation of trust and financial risk

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  • Liwan Feng

Abstract

This study examines the relationships between ICTs (e.g., chatbots, virtual assistants, social media platforms, e-mail marketing, mobile marketing, data analytics, interactive voice response, big data analytics, push notifications, cloud computing, and augmented reality) and e-customer relationship management (e-CRM) from the banking industry of China. Similarly, this study unfolds the moderation interference of trust and risk between the association of ICTs and e-CRM, respectively. The study provided a positive nexus between ICTs and e-CRM. On the other side, a significant moderation of trust, as well as financial risk was observed between the correlation of ICTs and customer relationship management. This study endows with insights into ICTs which are critical for achieving e-CRM by streamlining interactions and enhancing their experience. Similarly, trust and financial risk were observed as potential forces that sway the association between ICTs and e-CRM.

Suggested Citation

  • Liwan Feng, 2024. "Navigating e-customer relationship management through emerging information and communication technologies: moderation of trust and financial risk," International Journal of Applied Systemic Studies, Inderscience Enterprises Ltd, vol. 11(3), pages 193-207.
    • Handle: RePEc:ids:ijassi:v:11:y:2024:i:3:p:193-207
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