International Journal of Management and Business Studies

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 9 (7), pp. 001-007, July, 2019. © International Scholars Journals

Full Length Research Paper

The influence of usability and enjoyment on electronic customer relationship management performance in Jordan mobile communication services

Samsudin Wahab¹, Kamaruzaman Jusoff²*, Khaled Abed Mufleh Al Momani³, Nor Azila Mohd Noor³ and Ahmad Suffian Mohd Zahari¹

¹Faculty of Office Management and Technology, University of Technology Mara Terengganu, 23000 Dungun, Terengganu, Malaysia.

²Faculty of Forestry, Universiti Putra Malaysia, 43400 Serdang Selangor Malaysia.

³Universiti Utara Malaysia, 06210 Sintok Kedah Malaysia.

Accepted 18 April, 2019

Abstract

Electronic customer relationship management performance is a comprehensive business and marketing strategy that integrates people, process, technology and all business activities for attracting and retaining customers over the internet and mobile phone to reduce costs and increase profitability by consolidation the principles of customer loyalty. Therefore, the results of electronic customer relationship management performance are repeat purchase, word of mouth, retention, cross buying, brand loyalty and customer satisfaction. The keen competitive in the communication and mobile phone service market place and the increasing numbers of mobile phone users all over the world has influence the researcher to investigate usability and enjoyment as antecedents of electronic customer relationship management performance in mobile phone services industry. Four hundreds and eighty eight set of questionnaires have returned and analyzed. Two factors been tested to investigate the relationship with E-CRM performance. The analysis shows that usability was positively significant towards E-CRM performance. Enjoyment has failed to predict E-CRM performance. Base on the results, it can be concluded that the mobile service provider has to ensure their services fully satisfied their customer usability. Somehow, future research must investigate other factors as the antecedent for E-CRM performance. Other initiative is to consider a model testing in difference context of electronic service to see any generalization on the research result.

Key words: Electronic customer relationship management, mobile communication services, enjoyment, usability.

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 9 (6), pp. 001-010, June, 2019. © International Scholars Journals

Review

Towards an integration of sensory research and marketing in new food products development: A theoretical and methodological review

Mariarosaria Simeone* and Giuseppe Marotta

Department of Economic and Social Systems Analysis, University of Sannio, Via delle Puglie 82, 82100 Benevento, Italia.

Accepted 21 February, 2019

Abstract

Product innovation can be instrumental for firms that want to be market oriented. There are many examples in the literature of the importance of sensory analysis in terms of designing, testing, launching, and rethinking food products. Sensory and product testing researchers have often called on to participate in the development of new products but they only quantified consumer reactions to prototypes developed and not in concept development at the early stage development phase. Lately sensory science seems to move towards market research and the sensory professional is required to become an expert in concept development at the early stages and not just in the measurement of sensory responses. Thus, this paper reviewed and categorised the most common methods of consumer research for sensory professional to participate, with an interdisciplinary approach to the different stages of New Product Development (NPD) process with the support of background information and the use of the latest researches in the field of consumer science. This review showed that some of these techniques may not have attained extensive adoption by product developers, because the conceptual bases, the theoretical constructs, and descriptive terminology associated with them are distant to product developers and their qualitative nature place them in conflict more quantitatively.

Key words: Consumer research, qualitative techniques, sensory analysis, product innovation.

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 9 (6), pp. 001-008, June, 2019. © International Scholars Journals

Review

A review of the application of RFM model

Jo-Ting Wei¹, Shih-Yen Lin² and Hsin-Hung Wu³*

¹Department of Business Management, National Sun Yat-Sen University, Taiwan, R. O. C.

²Department of Leisure Studies and Tourism Management, National Chi Nan University, Taiwan, R. O. C.

³Department of Business Administration, National Changhua University of Education, Taiwan, R. O. C.

Accepted 09 March, 2019

Abstract

RFM (Recency, Frequency and Monetary) model has been widely applied in many practical areas in a long history, particularly in direct marketing. By adopting RFM model, decision makers can effectively identify valuable customers and then develop effective marketing strategy. This paper aims to provide a comprehensive review on the application of RFM model. In addition, this paper depicts the definition and the scoring scheme of RFM and summarizes how RFM model has been effectively applied in a wide variety of areas. Furthermore, this paper presents the advantages and disadvantages of the RFM model. The relative advantages and disadvantages of RFM and other models are also exploited. Finally, this paper describes the extended RFM model via a presentation of how RFM combines with other variables and models.

Key words: RFM model, literature review, customers, direct marketing, customer value, customer relationship management.

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 9 (5), pp. 001-008, May, 2019. © International Scholars Journals

Review

Romania and Greece: Together or alone against the present global crisis

Ionescu Romeo

Dunarea de Jos University, Domneasca Street no.111, Galatz, Romania. E-mail: [email protected].

Accepted 08 January, 2019

Abstract

The fiasco of the Lisbon Agenda and the latest EU Agenda 2020 are the main European political effects of the present global crisis. The paper analysed the effects of the global crisis on Greece and Romania because these countries have a lot of common historical, cultural and socio-economic characteristics and they became the greatest socio-economic problem for the EU27. As a result, was realised a comparative analysis connected to macroeconomic indicators during 2004 to 2010, using a neutral database, as Eurostat. We used this comparative analysis in order to highlight that the adhering to the EU was not able to solve the socio-economic difficulties of the member states. In order to support the analysis, the paper used GDP, investment, consumption, unemployment and inflation rates, foreign debt and other important indicators which gave the idea that the problems of these two countries are the same. A distinct part of the paper deals with the differences between Greece and Romania connected to socio -economic problems. But these common and different problems of these two countries had the same solution: a major foreign credit which had approximately 25 billion Euros from everyone. The main conclusion of the paper was that of the necessity of a new approach about the Euro area and the European Cohesion Policy. The paradox was that this conclusion came from a comparative analysis of two countries which have a different position inside the EU: Greece is a member of the Euro area and Romania wants to adhere here in 2014 to 2016. The ideas from this paper were supported by pertinent diagrams and tables.

Key words: Trade balance, unemployment, GDP, fiscal policy, foreign credit.