DLINE Journals portal

[1] Levine, S. (2000). The rise of CRM. America’s Network. 104 (6) 34.
[2] Foss, B., Stone, M., Ekinci, Y. (2008). What makes for CRM system success or failure? Journal of Database Marketing & Customer Strategy Management. 2008 (15) 68-78.
[3] King, S.F. and Burgess, T.F. (2008). Understanding success and failure in customer relationship management, Industrial Marketing Management. 2008 (37) 421-431.
[4] Raman, P., Wittmann, C.M. Rauseo, N.A. (2006). Leveraging CRM for sales: the role of organizational capabilities in successful CRM implementation, J Pers Sell Sales Manage. 26 (1) 39–53.
[5] Hunt, D., and Lambe, J. (2000). Marketing contributions to business strategy Market orientation, relationship marketing, and resource-advantage theory, International Journal of Management Reviews. 2 (1) 17–34.
[6] Goodhue, D.L., Wixom, B.H. and Watson, H. J (2002). Realizing business benefits through CRM: Hitting the right target in the right way. MIS Quarterly Executive. 1 (2) 79-94.
[7] Hassouna, M., Tarhini, A. Elyas, T., AbouTrab, M. S. (2015). Customer Churn in Mobile Markets: A Comparison of Techniques. International Business Research. 8 (6) 224-237.
[8] Jutla, D., Craig, J. Bodonik, P. (2001). Enabling and measuring electronic customer relationship management readiness. In: 34th IEEE hawaii international conference on system sciences.
[9 ] Davids, M. (1999). How to avoid the 10 biggest mistakes in CRM. Journal of Business Strategy. 20 (6) 22-11.
[10] Cserháti, G. and Szabó, L (2013). The relationship between success criteria and success factors in organisational event projects. International Journal of Project Management.
[11] Karimi, J., Somers, T.M., Gupta., Y.P. (2001). Impact of information technology management practices on customer service. Journal of Management Information Systems. 17(4) 125-158.
[12] Rigby, D.K., Reichheld, F.F. Schefter, P. (2002). Avoid the four perils of CRM. Harvard Business Review. 80 (2), 101-109.
[13] Masa’deh, R., Tayeh, M., Al-Jarrah, I. M., Tarhini, A. (2015). Accounting vs. Market-based Measures of Firm Performance Related to Information Technology Investments. International Review of Social Sciences and Humanities. 9 (1) 129-145.
[14] Tarhini, A., Ammar, H., Tarhini, T., Masa’deh, R. (2015). Analysis of the Critical Success Factors for Enterprise Resource Planning Implementation from Stakeholders’ Perspective: A Systematic Review. International Business Research. 8 (4) 25-40.
[15] Hargreaves, I., Roth, D., Karim, M. R., Nayebi, M. Ruhe, G. (2018). Effective Customer Relationship Management at ATB Financial: A Case Study on Industry-Academia Collaboration in Data Analytics. Highlighting the Importance of Big Data Management and Analysis for Various Applications, p 45-59. Springer International Publishing.
[16] Meyliana., Sablan, B., Hidayanto, A. N., Budiardjo, E. K. (2017). The critical success factors (CSFs) of social CRM implementation in higher education. International Conference on Research and Innovation in Information Systems (ICRIIS). p 1-6.
[17] Yoon Sang, B., Cheong Yeul., P. (2017). Effects of CRM Success Factors on Job & Customer Performance in Banking Sectors: Focused on the Mediating Effect of Internal Member Satisfaction. Journal of Distribution Science. 15 (1) 57-70.
[18] Abbasi, M. S., Tarhini, A., Elyas, T., and Shah, F. (2015). Impact of Individualism and Collectivism over the Individual’s technology acceptance behaviour: A multi-group analysis between Pakistan and Turkey. Journal of Enterprise Information Management. 28 (6).
[19] Abbasi, M.S., Tarhini, A., Hassouna, M., Shah, F. (2015). Social, Organizational, Demography and Individuals’ Technology Acceptance Behaviour: A Conceptual Model. European Scientific Journal. 11 (9) 48-76.
[20] Anderson., Erin., Day, George, S., Kasturi V. (1997). Strategic Channel Design. Sloan Management Review. 38. Pages 59-69.
[21] Rubin, M. (1997). Creating Customer-Oriented Companies. Prism, Arthur D. Little. (4) 5-27.
[22] Ebner, M., Hu, A., Levitt, D. and McCory, J. (2002). How to Rescue CRM. McKinsey Quarterly, Special Edition: Technology. pages 49-57.
[23] Peters, T. (1984). Strategy Follows Structure: Developing Distinctive Skills. California Management Review. 26 (3)111-125.
[24] Payne, A. (2006). Customer Relationship Management: from Strategy to Implementation. Journal of Marketing Management. 2006 (22), 135-168.
[25] Rai, A., Bajwa, D.S. (1997). An empirical investigation into factors relating to the adoption of executive information systems: An analysis of EIS for collaboration and decision support. Decision Sciences. 28 (4), 939-974.
[26] Gummesson, E. (2002). Practical Value of Adequate Marketing Management Theory. European Journal of Marketing. 36. 325-49.
[27] Al-Mashari, M. and Zairi, M. (1999). Business management implementation process: an analysis of key success and failure factors. Business Process Management Journal. 5 (1), 87-112.
[28] Kamakura, W., Mittal, V., de Rosa, F. and Mazzon, J. (2002). Assessing the Service-Profit Chain. Marketing Science. 21. 294- 317.
[29] Beasty, J. (2006). How sales teams should use CRM, Destination CRM, www.destinationcrm.com.
[30] Greenberg, P. (2001). CRM at the Speed of Light, Berkeley, CA, Osborne/McGraw Hill.
[31] Marchany, R.C., Tront, J.G. (2002). E-Commerce Security Issues. Proceedings of the 35th Hawaii International Conference on System Sciences. Hawaii.
[32] Swift, R.S. (2001). Accelerating Customer Relationships: Using CRM and Relationship Technologies. Prentice-Hall, Upper Saddle River, NJ.
[33] Sharma, S. K., Govindaluri, M. S., Tarhini, A., and Tyagi, V. K. (2015). Predicting mobile banking adoption: A neural network approach. Journal of Enterprise Information Management. 28 (6).
[34] Keramati. A., Mehrabi, H. and Mojir, N. (2010). A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation. Industrial Marketing Management. 2010 (39), 1170–1185.
[35] Bultema, P. (2000). Getting the big picture on operational CRM. Proceedings of DCI Customer Relationship, Management Conference. Boston, MA.
[36] Kaplan, R.S. and Norton, D. P. (1996). The Balanced Scorecard: Translating Strategy Into Action, Boston, Harvard Business School Press.
[37] Culnan, M. J. (1993). How did they get my name?, An Exploratory Investigation of Consumer Attitudes Toward Secondary Information Use. MIS Quarterly, 17 (3), 341-363.
[38] Swanson, E.B. and Ramiller, N.C. The Organizing Vision in Information Systems Innovation. Organization
[39] Nelson, S. (2004). The CRM Scenario: The Current and Future. presentation at Gartner CRM Summit. London.
[40] ELMS LIMITED. https://beta.companieshouse.gov.uk/company/03601859
[41] H-Bank. https://www.interbank.com/h-bank-texas-joins-interbank/