IDEAS home Printed from https://ideas.repec.org/a/ids/ijpqma/v22y2017i3p363-377.html
   My bibliography  Save this article

Identifying and analysing components of customer relationship management influencing customer-oriented behaviour of employees: the case of Bank Mellat branches of Khouzestan Province

Author

Listed:
  • Seyed Fathollah Amiri Aghdaie
  • Bahman Sasani

Abstract

The aim of this study is to identify and analyse components of customer relationship management influencing customer-oriented behaviour of employees. This study has been conducted on two active elite communities in the banking system, i.e. managers and employees of Bank of Mellat in Khouzestan province of Iran. First, by using a local questionnaire and Delphi technique, ten experts selected by snowball method have been interviewed and the forming elements of the customer-oriented behaviours of employees and the components of customer relationship management have been determined. Then, a questionnaire has been developed including 36 questions and the data has been collected from a sample of 246 customers by which, the role of each component has been determined and the customer-oriented behaviours of employees have been analysed. Findings indicate that among the six components of identified customer relations, the quality of provided services, creating special approaching solutions for the customers and holding strong social networks with the customers had the strongest roles in customer satisfaction.

Suggested Citation

  • Seyed Fathollah Amiri Aghdaie & Bahman Sasani, 2017. "Identifying and analysing components of customer relationship management influencing customer-oriented behaviour of employees: the case of Bank Mellat branches of Khouzestan Province," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 22(3), pages 363-377.
    • Handle: RePEc:ids:ijpqma:v:22:y:2017:i:3:p:363-377
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=87304
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Yang Ziwei, 2021. "Analysis of Customer-Oriented Information for Tourism Enterprises Under the Social Media Environment," Entrepreneurship Research Journal, De Gruyter, vol. 11(2), pages 25-45, April.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijpqma:v:22:y:2017:i:3:p:363-377. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=177 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.