CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON
Autor(a) principal: | |
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Data de Publicação: | 2017 |
Outros Autores: | , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | RAM. Revista de Administração Mackenzie |
Texto Completo: | http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1678-69712017000300042 |
Resumo: | ABSTRACT Purpose: The objectives of this study were to validate the Customer Relationship Management Scale (CRMS) in France, and to compare the French model to both Brazilian and American ones. Originality/gap/relevance/implications: Based on the premise that scientific measurement instruments may be used to reflect customers' perception about the organization actions and effectiveness, it is important to validate a scale within a multidimensional cultural context. Therefore, the applicability of the instrument shall be possible in different contexts, longitudinally, with diverse subjects, thus providing external validity and generalization. Key methodological aspects: This is a descriptive, instrumental, quantitative, cross-sectional survey where we used the Customer Relationship Management Scale (CRMS). The sampling method was non-probabilistic convenience and the total of answered questionnaires added up to 454. We carried out a quantitative research through Exploratory and Confirmatory Factor Analysis. Summary of key results: The results obtained in the analyses allow us to conclude that the relation between clients and companies is really two-dimensional and it involves two distinct factors, namely Loyalty and Customer Service. The scale validated in Brazil and in the United States remained stable, in terms of validity (quality of items) and reliability, when validated in a distinct context, that is, France. This makes its application in French organizations possible, improving its external validity and generalization. Key considerations/conclusions: The main objective of this study was reached and an instrument to assess what aspects French customers rank as relevant regarding CRM was produced showing theoretical consistency, reliability and construct validity as well. |
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CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISONCustomer Relationship Management (CRM)Cross-cultural Scale ValidationExternal ValidityConfirmatory Factor AnalysisStructural Equation ModellingABSTRACT Purpose: The objectives of this study were to validate the Customer Relationship Management Scale (CRMS) in France, and to compare the French model to both Brazilian and American ones. Originality/gap/relevance/implications: Based on the premise that scientific measurement instruments may be used to reflect customers' perception about the organization actions and effectiveness, it is important to validate a scale within a multidimensional cultural context. Therefore, the applicability of the instrument shall be possible in different contexts, longitudinally, with diverse subjects, thus providing external validity and generalization. Key methodological aspects: This is a descriptive, instrumental, quantitative, cross-sectional survey where we used the Customer Relationship Management Scale (CRMS). The sampling method was non-probabilistic convenience and the total of answered questionnaires added up to 454. We carried out a quantitative research through Exploratory and Confirmatory Factor Analysis. Summary of key results: The results obtained in the analyses allow us to conclude that the relation between clients and companies is really two-dimensional and it involves two distinct factors, namely Loyalty and Customer Service. The scale validated in Brazil and in the United States remained stable, in terms of validity (quality of items) and reliability, when validated in a distinct context, that is, France. This makes its application in French organizations possible, improving its external validity and generalization. Key considerations/conclusions: The main objective of this study was reached and an instrument to assess what aspects French customers rank as relevant regarding CRM was produced showing theoretical consistency, reliability and construct validity as well.Editora MackenzieUniversidade Presbiteriana Mackenzie2017-06-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersiontext/htmlhttp://old.scielo.br/scielo.php?script=sci_arttext&pid=S1678-69712017000300042RAM. Revista de Administração Mackenzie v.18 n.3 2017reponame:RAM. Revista de Administração Mackenzieinstname:Universidade Presbiteriana Mackenzie (UPM)instacron:MACKENZIE10.1590/1678-69712017/administracao.v18n3p42-69info:eu-repo/semantics/openAccessDEMO,GISELAWATANABE,ELUIZA ALBERTO DE MORAISCHAUVET,DANIELLE CHRISTINE VASCONCELOSROZZETT,KÉSIAeng2017-07-04T00:00:00Zoai:scielo:S1678-69712017000300042Revistahttps://www.scielo.br/j/ram/https://old.scielo.br/oai/scielo-oai.phprevista.adm@mackenzie.br1678-69711518-6776opendoar:2017-07-04T00:00RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (UPM)false |
dc.title.none.fl_str_mv |
CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON |
title |
CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON |
spellingShingle |
CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON DEMO,GISELA Customer Relationship Management (CRM) Cross-cultural Scale Validation External Validity Confirmatory Factor Analysis Structural Equation Modelling |
title_short |
CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON |
title_full |
CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON |
title_fullStr |
CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON |
title_full_unstemmed |
CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON |
title_sort |
CUSTOMER RELATIONSHIP MANAGEMENT SCALE FOR THE B2C MARKET: A CROSS-CULTURAL COMPARISON |
author |
DEMO,GISELA |
author_facet |
DEMO,GISELA WATANABE,ELUIZA ALBERTO DE MORAIS CHAUVET,DANIELLE CHRISTINE VASCONCELOS ROZZETT,KÉSIA |
author_role |
author |
author2 |
WATANABE,ELUIZA ALBERTO DE MORAIS CHAUVET,DANIELLE CHRISTINE VASCONCELOS ROZZETT,KÉSIA |
author2_role |
author author author |
dc.contributor.author.fl_str_mv |
DEMO,GISELA WATANABE,ELUIZA ALBERTO DE MORAIS CHAUVET,DANIELLE CHRISTINE VASCONCELOS ROZZETT,KÉSIA |
dc.subject.por.fl_str_mv |
Customer Relationship Management (CRM) Cross-cultural Scale Validation External Validity Confirmatory Factor Analysis Structural Equation Modelling |
topic |
Customer Relationship Management (CRM) Cross-cultural Scale Validation External Validity Confirmatory Factor Analysis Structural Equation Modelling |
description |
ABSTRACT Purpose: The objectives of this study were to validate the Customer Relationship Management Scale (CRMS) in France, and to compare the French model to both Brazilian and American ones. Originality/gap/relevance/implications: Based on the premise that scientific measurement instruments may be used to reflect customers' perception about the organization actions and effectiveness, it is important to validate a scale within a multidimensional cultural context. Therefore, the applicability of the instrument shall be possible in different contexts, longitudinally, with diverse subjects, thus providing external validity and generalization. Key methodological aspects: This is a descriptive, instrumental, quantitative, cross-sectional survey where we used the Customer Relationship Management Scale (CRMS). The sampling method was non-probabilistic convenience and the total of answered questionnaires added up to 454. We carried out a quantitative research through Exploratory and Confirmatory Factor Analysis. Summary of key results: The results obtained in the analyses allow us to conclude that the relation between clients and companies is really two-dimensional and it involves two distinct factors, namely Loyalty and Customer Service. The scale validated in Brazil and in the United States remained stable, in terms of validity (quality of items) and reliability, when validated in a distinct context, that is, France. This makes its application in French organizations possible, improving its external validity and generalization. Key considerations/conclusions: The main objective of this study was reached and an instrument to assess what aspects French customers rank as relevant regarding CRM was produced showing theoretical consistency, reliability and construct validity as well. |
publishDate |
2017 |
dc.date.none.fl_str_mv |
2017-06-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1678-69712017000300042 |
url |
http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1678-69712017000300042 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
10.1590/1678-69712017/administracao.v18n3p42-69 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
text/html |
dc.publisher.none.fl_str_mv |
Editora Mackenzie Universidade Presbiteriana Mackenzie |
publisher.none.fl_str_mv |
Editora Mackenzie Universidade Presbiteriana Mackenzie |
dc.source.none.fl_str_mv |
RAM. Revista de Administração Mackenzie v.18 n.3 2017 reponame:RAM. Revista de Administração Mackenzie instname:Universidade Presbiteriana Mackenzie (UPM) instacron:MACKENZIE |
instname_str |
Universidade Presbiteriana Mackenzie (UPM) |
instacron_str |
MACKENZIE |
institution |
MACKENZIE |
reponame_str |
RAM. Revista de Administração Mackenzie |
collection |
RAM. Revista de Administração Mackenzie |
repository.name.fl_str_mv |
RAM. Revista de Administração Mackenzie - Universidade Presbiteriana Mackenzie (UPM) |
repository.mail.fl_str_mv |
revista.adm@mackenzie.br |
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1752128649784459264 |