Forthcoming Articles

International Journal of Electronic Customer Relationship Management

International Journal of Electronic Customer Relationship Management (IJECRM)

Forthcoming articles have been peer-reviewed and accepted for publication but are pending final changes, are not yet published and may not appear here in their final order of publication until they are assigned to issues. Therefore, the content conforms to our standards but the presentation (e.g. typesetting and proof-reading) is not necessarily up to the Inderscience standard. Additionally, titles, authors, abstracts and keywords may change before publication. Articles will not be published until the final proofs are validated by their authors.

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International Journal of Electronic Customer Relationship Management (3 papers in press)

Regular Issues

  • CLICK & PAY: discovering impact inside e-commerce shopper personality   Order a copy of this article
    by Undang Juju, Nofrizal , Nuradli Ridzwan Shah Mohd Dali, Afvan Aquino, Aznuriyandi , Rafidianto Wibisono 
    Abstract: Currently, studies on the influence of consumer personality in driving willingness to pay for products in e-commerce are limited. Therefore, the purpose of this study explores the factors that influence consumers' willingness to pay in online commerce, focusing on personality traits and four key variables: social status, FOMO, hedonism, and brand love. Surveying 654 online shoppers and using structural equation modeling, this study found that hedonism, FOMO, and social status significantly influence willingness to pay and brand loyalty. While social status does not directly affect brand love, FOMO directly affects willingness to pay, with brand love and hedonism acting as strong mediators in this relationship.
    Keywords: brand love; status social; hedonism; willingness to pay; WTP; e-commerce; FOMO.
    DOI: 10.1504/IJECRM.2026.10074260
     
  • The power of other consumers: herd behaviour,customer experience, impulse buying urge and continuance intentions in fashion online group buying   Order a copy of this article
    by Kaiyan Zhu, Caroline Swee Lin Tan, Tarun Panwar 
    Abstract: This study examines herd behaviour's influence on consumer responses in fashion online group buying (OGB), using the S-O-R framework and PLS-SEM. Survey data from 320 OGB shoppers reveal that herd behaviour (stimulus) shapes four customer experience dimensions (organism): informativeness, entertainment, social presence, and sensory appeal. CX, in turn, influences continuance intention (response), acting as a partial mediator; however, no direct path to impulse buying urge was found. Product segment as the control variable impacts the effect: unlike apparel, herd behaviour-triggered CX slightly stimulates cosmetics consumers’ urge to buy impulsively. Parasocial interaction was an insignificant moderator, suggesting influencer marketing is less effective in this context. The findings suggest that fashion retailers should designate product-specific marketing strategies and facilitate their customers to gain more experiences from herd behaviours, particularly the informativeness dimension.
    Keywords: herd behaviour; consumer herding; impulse buying; continuance intention; customer experience; online group buying; fashion products.
    DOI: 10.1504/IJECRM.2026.10075579
     
  • Customer knowledge and business performance the moderating role of the firm size in Vietnam   Order a copy of this article
    by Nguyen Thu Nha Trang , Luu Tien Thuan, Le Thi Thu Trang , Nguyen Thi Phuong Dung  
    Abstract: Organisations are increasingly recognising customer knowledge as a valuable asset that they can utilise to strengthen their competitive strategies. Many scholars have observed that firms can improve business performance by exploiting this knowledge. Hence, the primary objective of this study is to examine the influence of customer knowledge on business performance and the moderating role of firm size in the context of a developing country, Vietnam. 331 employees and managers from various types and sizes of organisations participated in the survey. The research employed Cronbach’s alpha, exploratory factor analysis (EFA), confirmatory factor analysis (CFA), structural equation model (SEM), and multi-group analysis methods to achieve the research objectives. The results indicate that customer knowledge dimensions have a significant impact on business performance, and firm size plays a moderating role in the effect. Based on the research results, the managerial implications, further research suggestions, and research limitations will be discussed.
    Keywords: customer knowledge; business performance; firm size; moderating; organisations; Vietnam.
    DOI: 10.1504/IJECRM.2026.10075581
     

 

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