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 Articles will not be published until the final proofs are validated by their authors.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 (2 papers in press)

Regular Issues

  • Developing a model of multi-sensory experiential engagement and its impact on customer loyalty   Order a copy of this article
    by Hero Isavi, Mina Pouraziz, Bita Jabbarzadeh, Sepideh Aliabbaszadeh 
    Abstract: This study aims to develop a comprehensive multi-sensory customer experience model and examine its impact on customer loyalty through a meta-synthesis approach. A qualitative meta-synthesis was conducted by systematically reviewing 30 peer-reviewed articles published between 2000 and 2025. Following a rigorous search and screening protocol guided by the PRISMA 2020 statement, relevant studies were analysed to extract key dimensions and components of multi-sensory experience and their relationship with customer loyalty. The results show that multi-sensory stimuli visual, auditory, olfactory, tactile, and gustatory enhance both behavioural and attitudinal customer loyalty by creating perceived value, facilitating direct customerbrand interactions, and increasing experiential engagement. The findings suggest that managers can enhance customer loyalty by designing integrated, coherent multi-sensory environments, training staff to support sensory-rich interactions, and delivering personalised sensory experiences that foster deeper customer engagement and satisfaction. This study provides a comprehensive, analytically structured model of multi-sensory customer experience using meta-synthesis and highlights its multidimensional role in developing sustainable customer loyalty through multiple mediating pathways.
    Keywords: multi-sensory experience; customer loyalty; sensory stimuli; perceived value; customer interaction; digital experience.
    DOI: 10.1504/IJECRM.2026.10081147
     
  • The era of digital disintermediation: exploring the impact of e-service quality on customer satisfaction, customer engagement value and brand loyalty in direct to consumer channel   Order a copy of this article
    by Priyansha Shami, Leena N. Fukey 
    Abstract: This study examines the role of e-service attributes on customer satisfaction and customer engagement value (CBEV) in creating brand loyalty with a focus on digitally native fashion brands and established fashion brands(online and offline presence) in the DTC channel. An empirical study was conducted with 770 DTC online shoppers from the city of Bengaluru, India and Smart PLS 4 was used to analyse the results of the study. The results of the study indicate that e-service attributes (safety, website design, fulfilment and customer service) are important and positively associate with customer satisfaction and create value through all dimensions of CBEV (CLV, CRV,CIV and CKV). Furthermore, superior e-service quality will aid CBEV which will result in lowering customer acquisition cost, increasing conversion rate and customer retention, which is crucial for the sustenance of the brands online, thereby reducing switching cost and bounce rate.
    Keywords: brand loyalty; DTC channel; customer engagement value; e-service.
    DOI: 10.1504/IJECRM.2026.10081926
     

 

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