Effect of customer perceived value on customer relationship management performance in automobile industry in Iran

Based on relationship marketing theory and consumption experience theory, this research examines the relationship between customers perceived value with customer relationship management (CRM) performance. Despite myriad studies on customer values on CRM performance, studies tend to focus only on the...

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Main Author:	Ehsani, Zahra
Format:	Thesis
Language:	English
Published:	2015
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/77968/1/ZahraEhsaniPFM2015.pdf
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id	my-utm-ep.77968
record_format	uketd_dc
spelling	my-utm-ep.779682018-07-18T07:38:25Z Effect of customer perceived value on customer relationship management performance in automobile industry in Iran 2015-11 Ehsani, Zahra HD28 Management. Industrial Management Based on relationship marketing theory and consumption experience theory, this research examines the relationship between customers perceived value with customer relationship management (CRM) performance. Despite myriad studies on customer values on CRM performance, studies tend to focus only on the utilitarian rather than hedonistic measurement of value. This study addressed this limitation by considering both, utilitarian and hedonistic aspect, in defining customer values. In this study, the measurement of customer perceived value includes functional value, social value, emotional value and epistemic value while CRM performance is measured through the intangible and tangible aspect. Gender, age, education level, monthly salary and number of car owned were identified as the control variables. Based on the setting in Iran automotive industry, the respondents of this study consist of the customers of Iran Khodro service center in Tehran. This study adopted quantitative approach and used questionnaire survey for its data collection using the multi-stage sampling technique. Four hundred respondents participated in the study. The Partial Least Square technique was used to analyse the relationship between variables. The results of this study supported the relationship between customer perceived value and CRM performance. The results showed that there are significant relationships between functional value, emotional value, social value, epistemic value with CRM tangible and intangible performance. Based on the results of this study, customer perceived value could be used to explain more than 85% of the variance of the CRM performance. Finally, this study contributes to the existing literature by determining the relationship between customer perceived values and CRM performance aspect. 2015-11 Thesis http://eprints.utm.my/id/eprint/77968/ http://eprints.utm.my/id/eprint/77968/1/ZahraEhsaniPFM2015.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:96579 phd doctoral Universiti Teknologi Malaysia, Faculty of Management Faculty of Management
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Ehsani, Zahra Effect of customer perceived value on customer relationship management performance in automobile industry in Iran
description	Based on relationship marketing theory and consumption experience theory, this research examines the relationship between customers perceived value with customer relationship management (CRM) performance. Despite myriad studies on customer values on CRM performance, studies tend to focus only on the utilitarian rather than hedonistic measurement of value. This study addressed this limitation by considering both, utilitarian and hedonistic aspect, in defining customer values. In this study, the measurement of customer perceived value includes functional value, social value, emotional value and epistemic value while CRM performance is measured through the intangible and tangible aspect. Gender, age, education level, monthly salary and number of car owned were identified as the control variables. Based on the setting in Iran automotive industry, the respondents of this study consist of the customers of Iran Khodro service center in Tehran. This study adopted quantitative approach and used questionnaire survey for its data collection using the multi-stage sampling technique. Four hundred respondents participated in the study. The Partial Least Square technique was used to analyse the relationship between variables. The results of this study supported the relationship between customer perceived value and CRM performance. The results showed that there are significant relationships between functional value, emotional value, social value, epistemic value with CRM tangible and intangible performance. Based on the results of this study, customer perceived value could be used to explain more than 85% of the variance of the CRM performance. Finally, this study contributes to the existing literature by determining the relationship between customer perceived values and CRM performance aspect.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Ehsani, Zahra
author_facet	Ehsani, Zahra
author_sort	Ehsani, Zahra
title	Effect of customer perceived value on customer relationship management performance in automobile industry in Iran
title_short	Effect of customer perceived value on customer relationship management performance in automobile industry in Iran
title_full	Effect of customer perceived value on customer relationship management performance in automobile industry in Iran
title_fullStr	Effect of customer perceived value on customer relationship management performance in automobile industry in Iran
title_full_unstemmed	Effect of customer perceived value on customer relationship management performance in automobile industry in Iran
title_sort	effect of customer perceived value on customer relationship management performance in automobile industry in iran
granting_institution	Universiti Teknologi Malaysia, Faculty of Management
granting_department	Faculty of Management
publishDate	2015
url	http://eprints.utm.my/id/eprint/77968/1/ZahraEhsaniPFM2015.pdf
_version_	1747817874991349760

Effect of customer perceived value on customer relationship management performance in automobile industry in Iran

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