Title: Studies of CRM: management capabilities and the mediating role of customer satisfaction

Authors: Cheng-Se Hsu; Majidul Islam; Yi-Feng Yang

Addresses: Master's Program for Foreign Language Service Industries, Da-Yeh University, Taiwan ' JMSB, Department of Accountancy, Concordia University, Canada ' Graduate School of Business and Administration, Shu-Te University, Taiwan

Abstract: Although service capabilities have long been recognized as a primary means of achieving customer relationship management performance, little attention has been devoted to explore the possible mediators between them. To address this gap, the current study constructed a related model to examine this issue. Utilizing multiple sources from customer service centers in the bank industry, the empirical findings show that the mediator, i.e., customer satisfaction, strengthens the influence of the three service capabilities on customer relationship management performance. New insight clearly shows the contributions which aid in understanding the essential service applications for customer satisfaction implementation of customer relationship management.

Keywords: customer relationship management; CRM; customer satisfaction; human service capability; information technology; IT; marketing knowledge; customer service centers; banking industry; bank services.

DOI: 10.1504/IJBEX.2016.078027

International Journal of Business Excellence, 2016 Vol.10 No.2, pp.264 - 282

Received: 24 Dec 2014
Accepted: 23 Mar 2015
Published online: 31 Jul 2016 *

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