Validation of a CRM scale for the B2C market: exploratory factor analysis

Bibliographic Details
Main Author: Demo, Gisela
Publication Date: 2014
Format: Article
Language: eng
Source: Brazilian Journal of Operations & Production Management (Online)
Download full: https://bjopm.org.br/bjopm/article/view/V10N2A7
Summary: The main objective of this study was to develop and validate in the United States a reliable and valid scale for Customer Relationship Management (CRM) in the business-to-consumer (B2C). An American sample (N=210) was collected online using MTurk in order to ensure the presence of a broad variety of American customers. The result was a one-factor model with high reliability and good fit. This research is a starting point to provide a comprehensive valid measure of customer relationship management based on customers’ perspectives. As practical implications, the one-factor model can be used as a diagnostic tool to identify aspects in CRM where specific improvements are needed. Also, it can be used as an instrument of evaluation to help managers better understand how to meet client’s needs in order to deliver high-value products and services developing a long-term and profitablerelationship.
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spelling Validation of a CRM scale for the B2C market: exploratory factor analysiscustomer relationship management (CRM)business-to-consumer market (B2C)scale validationexploratory factor analysisThe main objective of this study was to develop and validate in the United States a reliable and valid scale for Customer Relationship Management (CRM) in the business-to-consumer (B2C). An American sample (N=210) was collected online using MTurk in order to ensure the presence of a broad variety of American customers. The result was a one-factor model with high reliability and good fit. This research is a starting point to provide a comprehensive valid measure of customer relationship management based on customers’ perspectives. As practical implications, the one-factor model can be used as a diagnostic tool to identify aspects in CRM where specific improvements are needed. Also, it can be used as an instrument of evaluation to help managers better understand how to meet client’s needs in order to deliver high-value products and services developing a long-term and profitablerelationship.Brazilian Association for Industrial Engineering and Operations Management (ABEPRO)2014-01-05info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPeer-reviewed Articleapplication/pdfhttps://bjopm.org.br/bjopm/article/view/V10N2A7Brazilian Journal of Operations & Production Management; Vol. 10 No. 2 (2013): December, 2013; 67-782237-8960reponame:Brazilian Journal of Operations & Production Management (Online)instname:Associação Brasileira de Engenharia de Produção (ABEPRO)instacron:ABEPROenghttps://bjopm.org.br/bjopm/article/view/V10N2A7/157Copyright (c) 2014 Brazilian Journal of Operations & Production Managementinfo:eu-repo/semantics/openAccessDemo, Gisela2019-04-04T07:28:32Zoai:ojs.bjopm.org.br:article/203Revistahttps://bjopm.org.br/bjopmONGhttps://bjopm.org.br/bjopm/oaibjopm.journal@gmail.com2237-89601679-8171opendoar:2023-03-13T09:45:07.890969Brazilian Journal of Operations & Production Management (Online) - Associação Brasileira de Engenharia de Produção (ABEPRO)false
dc.title.none.fl_str_mv Validation of a CRM scale for the B2C market: exploratory factor analysis
title Validation of a CRM scale for the B2C market: exploratory factor analysis
spellingShingle Validation of a CRM scale for the B2C market: exploratory factor analysis
Demo, Gisela
customer relationship management (CRM)
business-to-consumer market (B2C)
scale validation
exploratory factor analysis
title_short Validation of a CRM scale for the B2C market: exploratory factor analysis
title_full Validation of a CRM scale for the B2C market: exploratory factor analysis
title_fullStr Validation of a CRM scale for the B2C market: exploratory factor analysis
title_full_unstemmed Validation of a CRM scale for the B2C market: exploratory factor analysis
title_sort Validation of a CRM scale for the B2C market: exploratory factor analysis
author Demo, Gisela
author_facet Demo, Gisela
author_role author
dc.contributor.author.fl_str_mv Demo, Gisela
dc.subject.por.fl_str_mv customer relationship management (CRM)
business-to-consumer market (B2C)
scale validation
exploratory factor analysis
topic customer relationship management (CRM)
business-to-consumer market (B2C)
scale validation
exploratory factor analysis
description The main objective of this study was to develop and validate in the United States a reliable and valid scale for Customer Relationship Management (CRM) in the business-to-consumer (B2C). An American sample (N=210) was collected online using MTurk in order to ensure the presence of a broad variety of American customers. The result was a one-factor model with high reliability and good fit. This research is a starting point to provide a comprehensive valid measure of customer relationship management based on customers’ perspectives. As practical implications, the one-factor model can be used as a diagnostic tool to identify aspects in CRM where specific improvements are needed. Also, it can be used as an instrument of evaluation to help managers better understand how to meet client’s needs in order to deliver high-value products and services developing a long-term and profitablerelationship.
publishDate 2014
dc.date.none.fl_str_mv 2014-01-05
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://bjopm.org.br/bjopm/article/view/V10N2A7
url https://bjopm.org.br/bjopm/article/view/V10N2A7
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv https://bjopm.org.br/bjopm/article/view/V10N2A7/157
dc.rights.driver.fl_str_mv Copyright (c) 2014 Brazilian Journal of Operations & Production Management
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2014 Brazilian Journal of Operations & Production Management
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Brazilian Association for Industrial Engineering and Operations Management (ABEPRO)
publisher.none.fl_str_mv Brazilian Association for Industrial Engineering and Operations Management (ABEPRO)
dc.source.none.fl_str_mv Brazilian Journal of Operations & Production Management; Vol. 10 No. 2 (2013): December, 2013; 67-78
2237-8960
reponame:Brazilian Journal of Operations & Production Management (Online)
instname:Associação Brasileira de Engenharia de Produção (ABEPRO)
instacron:ABEPRO
instname_str Associação Brasileira de Engenharia de Produção (ABEPRO)
instacron_str ABEPRO
institution ABEPRO
reponame_str Brazilian Journal of Operations & Production Management (Online)
collection Brazilian Journal of Operations & Production Management (Online)
repository.name.fl_str_mv Brazilian Journal of Operations & Production Management (Online) - Associação Brasileira de Engenharia de Produção (ABEPRO)
repository.mail.fl_str_mv bjopm.journal@gmail.com
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