01
Original Article
Open Access
Investigating the Strategic Interactions Among Gartner’s Eight Building Blocks of Successful Customer Relationship Management
Subhasish Das, Amiya Kumar Mohapatra, Debasis Mohanty, Sharad Chaturvedi
· pp. 1–10
DOI: 10.17010/ijom/2024/v54/i5/173827
Purpose: The present study intended to validate Gartner’s competency model (2001) in a real-world business scenario and to explore the strategic interactions among Gartner’s eight building blocks of successful customer relationship management (CRM). Methodology: Based on the theory of the …
Keywords:
CRM vision, CRM strategy, valued customer experience, CRM process, organizational collaboration
02
Original Article
Open Access
Exploring Product Return Behavior in E-Commerce : Insights from an Emerging Market Context
Brajaballav Kar, Piyusa Pritiparnna Das, Sasmita Mohapatra
· pp. 1–10
DOI: 10.17010/ijom/2024/v54/i5/173828
Purpose: In contrast to return behavior, consumer purchasing behavior is thoroughly investigated. Returns have increased in tandem with the growth of online shopping through e-commerce sites, particularly in emerging nations like India. The present study aimed to determine whether there …
Keywords:
online purchase, return, behavior, product, delivery, information search, dissonance
03
Original Article
Open Access
The Effect of Social Media Influencers on Visit Intention in the Restaurant Industry
Mohamad Bash, Anupam Bandyopadhyay, Munmun Patra Pahari, Subhajit Pahari
· pp. 1–10
DOI: 10.17010/ijom/2024/v54/i5/173829
Purpose: This paper integrated the stimulus–organism–response (S–O–R) framework and media richness theory to investigate the impact of influencers on social media on customers’ visit intention through customer attitude and parasocial relationships. Methodology: The information was gathered via a survey, and …
Keywords:
social media influencer’s (SMIs) attributes, media richness, stimulus–organism–response (S–O–R)
04
Original Article
Open Access
Influence of External and Situational Stimulus Factors on Impulse Buying : A Stimulus-Organism- Response Framework
Shaon Sen
· pp. 62–79
DOI: 10.17010/ijom/2024/v54/i5/173830
Purpose: This study aimed to develop a research model that incorporated the cognitive (useful) and affective (hedonic) motivations that influence the relationship between external and situational stimuli on consumers’ impulsive buying while adopting the stimulus-organism-response (S-O-R) framework. The study has …
Keywords:
impulse buying, consumer behavior, consumer research, consumer marketing, advertising, stimulus-organism-response model, cognitive motivations, affective motivations, impulsivity, external stimulus factors, situational stimulus factors
