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

Deadline for manuscript submissions: closed (26 March 2023) | Viewed by 32119

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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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Business Administration Department, University of Cantabria, 39005, Santander, Spain
Interests: corporate social responsibility; corporate marketing; consumer behavior; environmental certifications; e-wom; tourism; hospitality
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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

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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 2400 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 (6 papers)

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Research

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21 pages, 1115 KiB

Open AccessArticle

The Study on the Effectiveness of Sustainable Customer Relationship Management: Evidence from the Online Shopping Industry

by Jiling Li, Zekai Lin and Xiaheng Zhang

Sustainability 2023, 15(7), 5911; https://0-doi-org.brum.beds.ac.uk/10.3390/su15075911 - 29 Mar 2023

Cited by 2 | Viewed by 4635

Abstract

Sustainable development integrates business, environmental, and social objectives into a unified effort to achieve a common goal. Sustainable customer relationship management (CRM) combines company strategy, customer-focused business processes, and computer technologies. From the consumer’s perspective, it lowers psychological, energy, time, and other costs; from the company’s perspective, it offers a means of engaging with customers to build lasting and reliable relationships. The sustainable CRM program provides advantages to businesses in various industries, particularly online commerce. It alludes to a comprehensive strategy that promotes solid interactions between buyers and sellers of goods and services. Since current customer retention is less costly than new customer attraction in competitive markets, especially online shopping, identifying the factors affecting relationship management with stable customers is essential. This investigation intends to evaluate the effect of the use of management information systems (MIS), as well as insights on employee behavior and knowledge, and customer behavior (satisfaction and loyalty), on the effectiveness of sustainable CRM in online shopping. The model is validated using the PLS–SEM technique, and study sample of 293 employees and managers from private organizations. According to the results, the MIS, employee behavior and knowledge, customer satisfaction, and customer loyalty influence the effectiveness of sustainable CRM in online shopping. Furthermore, employee behavior and knowledge positively moderate the relationship between customer loyalty and the effectiveness of sustainable CRM. However, the moderating role of employee behavior and knowledge on customer satisfaction and the effectiveness of sustainable CRM is not confirmed. Overall, taking these characteristics into account might help organizations to take significant steps toward increasing the efficacy of sustainable CRM. Full article

(This article belongs to the Special Issue Sustainable Customer Relationship Management)

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23 pages, 686 KiB

Open AccessArticle

Evaluating Electronic Customer Relationship Management System Success: The Mediating Role of Customer Satisfaction

by Mahmood Al-Bashayreh, Dmaithan Almajali, Manaf Al-Okaily, Ra’ed Masa’deh and Ahmad Samed Al-Adwan

Sustainability 2022, 14(19), 12310; https://0-doi-org.brum.beds.ac.uk/10.3390/su141912310 - 28 Sep 2022

Cited by 13 | Viewed by 5597

Abstract

This study evaluated the relationships among variables in electronic customer relationship management (e-CRM) success. The purpose of this paper is to examine the effect of technological readiness, privacy, COVID-19, customer pressure, trust, level of service quality, and customer satisfaction. Quantitative research methods were applied in examining the causal associations among the primary variables of the study. We used a sample approach called purposive sampling. Data was obtained from 390 completed questionnaires collected from employees, who took part in CRM technology activities, working in Jordanian firms. Data was analyzed via AMOS software version 22, and hypotheses were examined by applying structural equation modelling (SEM). Results revealed that technological readiness, COVID-19, customer pressure, and customer satisfactions had a positive effect on e-CRM success system. Moreover, the study showed that technological readiness, privacy, and level of service quality positively affected customer satisfaction. Additionally, the mediation of customer satisfaction on the association between trust and success of e-CRM system, and also between level of service quality and e-CRM system success, was demonstrated. Practical implications: In practice, this study can help managers and practitioners in implementing e-CRM systems. Moreover, it can drive further empirical studies on the relations among technological readiness, privacy, COVID-19, customer pressure, trust, and level of service quality, besides customer satisfaction. Only few studies had looked into the variables in the success of e-CRM system, in emerging industries of developing countries, specifically, among technological readiness, privacy, COVID-19, customer pressure, trust, level of service quality, and customer satisfaction. These gaps were addressed in this study. The current model is also relatively constrained, so it may be expanded in further studies. For instance, the construct of culture might be incorporated to the model to make it more thorough in its examination of the topic at issue. Full article

(This article belongs to the Special Issue Sustainable Customer Relationship Management)

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23 pages, 500 KiB

Open AccessArticle

Sustainability-Conscious Stakeholders and CSR: Evidence from IJVs of Ghana

by Gang Tian, Gabriel Dodzi Pekyi, Haojia Chen, Huaping Sun and Xiaoling Wang

Sustainability 2021, 13(2), 639; https://0-doi-org.brum.beds.ac.uk/10.3390/su13020639 - 11 Jan 2021

Cited by 9 | Viewed by 3442

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 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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11 pages, 592 KiB

Open AccessArticle

Sustainability of Portuguese Courts: Citizen Satisfaction and Loyalty as Key Factors

by Sandra Patrícia Marques Pereira and Pedro Miguel Alves Ribeiro Correia

Sustainability 2020, 12(23), 10163; https://0-doi-org.brum.beds.ac.uk/10.3390/su122310163 - 05 Dec 2020

Cited by 2 | Viewed by 2120

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 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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17 pages, 2018 KiB

Open AccessArticle

Measuring Perceived Service Quality and Its Impact on Golf Courses Performance According to Types of Facilities and User Profile

by Virginia Serrano-Gómez, Óscar García-García, Vicente Gambau i Pinasa, Mercedes Fernández-Liporace, Antonio Hernández-Mendo and Antonio Rial-Boubeta

Sustainability 2020, 12(14), 5746; https://0-doi-org.brum.beds.ac.uk/10.3390/su12145746 - 17 Jul 2020

Cited by 6 | Viewed by 2572

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 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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35 pages, 2983 KiB

Open AccessReview

Amalgamation of Customer Relationship Management and Data Analytics in Different Business Sectors—A Systematic Literature Review

by Lewlisa Saha, Hrudaya Kumar Tripathy, Soumya Ranjan Nayak, Akash Kumar Bhoi and Paolo Barsocchi

Sustainability 2021, 13(9), 5279; https://0-doi-org.brum.beds.ac.uk/10.3390/su13095279 - 09 May 2021

Cited by 11 | Viewed by 9990

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 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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