The Effect of eCRM Practices on eWOM on Banks’ SNSs: The Mediating Role of Customer Satisfaction
Bibliographic record
Abstract
The main objective of this research is to examine the effect of electronic customer relationship management (eCRM) practices provided by banks operating in Jordan on electronic word of mouth (eWOM) on these banks social networking sites (SNSs) namely Facobook, Twitter and Instagram. Throughout a comprehensive reviewing of literatures in this growing area; the researcher built up a research model to describe the relationships between the research independent, dependent and mediating variables. Moreover, well structured questionnaire has been used to gather data from the research sample which consisted of 507 customers, who have had an e-transaction with their banks, and have active accounts on one or more of the previous SNSs. Accordingly, multiple regression test was used to analyze gathered data; the results showed that electronic direct mail, perceived rewards and interpersonal communication are respectively affect eWOM of banks SNSs. What is more, the mediating role of customer satisfaction was supported. Hence, conclusions, managerial implications and suggestions for upcoming researches are also provided.
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How this classification was reachedexpand
Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.008 | 0.057 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.000 | 0.001 |
| Science and technology studies | 0.000 | 0.001 |
| Scholarly communication | 0.000 | 0.000 |
| Open science | 0.001 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one teacher head, not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".