Articles for sale

#4619. User antecedents, CRM implementation, and impact on customer outcomes in the Jordanian service industry

August 2026	publication date
Proposal available till	20-05-2025
4 total number of authors per manuscript	0 $

The title of the journal is available only for the authors who have already paid for

Journal’s subject area:

Marketing; Business and International Management;

Places in the authors’ list:

place 1	place 2	place 3	place 4
Free	Free	Free	Free
2350 $	1200 $	1050 $	900 $
Contract №4619.1	Contract №4619.2	Contract №4619.3	Contract №4619.4

1 place - free (for sale)
2 place - free (for sale)
3 place - free (for sale)
4 place - free (for sale)

Abstract:
The implementation of customer relationship management (CRM) has become increasingly important to scholars and practitioners over the last two decades. This study examined the relationships between user antecedents, CRM implementation, and customer outcomes. Its aims were to identify CRM user antecedents, explore the impact of these antecedents on CRM implementation, and examine the connection between CRM implementation and customer outcomes: loyalty, retention, and satisfaction. A total of 290 completed questionnaires were returned and analyzed with structural equation modelling techniques. The results indicated there were significant positive relationships between four out of five antecedents and CRM implementation; however, an impact of user involvement was not supported by the data. CRM implementation was also found to positively affect all three customer’s outcomes: loyalty, retention, and satisfaction. These findings are of practical and theoretical value to practitioners, customers, and policy makers.
Keywords:
CRM Implementation; Customer Loyalty; Customer Outcomes; Customer Relationship Management; Customer Retention; Customer Satisfaction; Service Industry Usage; User Antecedents

Contacts :