Validation of a CRM scale for the B2C market: exploratory factor analysis
Main Author: | |
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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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Brazilian Journal of Operations & Production Management (Online) |
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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 |
_version_ |
1797051460083515392 |