{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,19]],"date-time":"2025-10-19T06:07:37Z","timestamp":1760854057343},"reference-count":87,"publisher":"IGI Global","issue":"1","license":[{"start":{"date-parts":[[2019,1,1]],"date-time":"2019-01-01T00:00:00Z","timestamp":1546300800000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by\/3.0\/deed.en_US"},{"start":{"date-parts":[[2019,1,1]],"date-time":"2019-01-01T00:00:00Z","timestamp":1546300800000},"content-version":"am","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by\/3.0\/deed.en_US"},{"start":{"date-parts":[[2019,1,1]],"date-time":"2019-01-01T00:00:00Z","timestamp":1546300800000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by\/3.0\/deed.en_US"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2019,1,1]]},"abstract":"<p>The article tried to develop a multi-item scale for analyzing CRM effectiveness (CRME) from the customer perspective in the Indian stock broking context. The results revealed that customer satisfaction could be improved through to build customer trust and customer involvement substantially by focusing on the CRM system which further influences customer retention and ultimately, customer loyalty within stockbroking services. The findings of the article will help stockbrokers and their managers for a tactical decision making of CRM system implementation and practices for customer perspective. Despite the huge investment in CRM systems by the stockbrokers, critics have remained unconvinced about the effectiveness of CRM for meeting desired business outcomes. The reason being that broking firms often perceive CRM systems as a specific technology solution rather than integrating customer needs with the firm's strategy, people and business process which generates a parallel need to develop a scale to measures CRM effectiveness in Indian stock broking services from the customer perspective.<\/p>","DOI":"10.4018\/jgim.2019010108","type":"journal-article","created":{"date-parts":[[2018,9,26]],"date-time":"2018-09-26T17:18:11Z","timestamp":1537982291000},"page":"144-164","source":"Crossref","is-referenced-by-count":7,"title":["Measuring CRM Effectiveness in Indian Stock Broking Services"],"prefix":"10.4018","volume":"27","author":[{"given":"Shiv Ratan","family":"Agrawal","sequence":"first","affiliation":[{"name":"Department of Management Studies, Sri Sri University, Cuttack, India"}]},{"given":"Divya","family":"Mittal","sequence":"additional","affiliation":[{"name":"Department of Management Studies, Sri Sri University, Cuttack, India"}]}],"member":"2432","reference":[{"key":"JGIM.2019010108-0","doi-asserted-by":"publisher","DOI":"10.1108\/10569211111144355"},{"key":"JGIM.2019010108-1","first-page":"205","article-title":"A conceptual model for acceptance of social CRM systems based on a scoping study.","volume":"26","author":"S.Askool","year":"2011","journal-title":"Artificial Intelligence & Society"},{"key":"JGIM.2019010108-2","doi-asserted-by":"publisher","DOI":"10.1108\/17542731211270098"},{"key":"JGIM.2019010108-3","doi-asserted-by":"publisher","DOI":"10.1177\/109442819800100104"},{"key":"JGIM.2019010108-4","doi-asserted-by":"publisher","DOI":"10.1108\/08876040910946378"},{"key":"JGIM.2019010108-5","doi-asserted-by":"publisher","DOI":"10.1108\/EUM0000000006475"},{"key":"JGIM.2019010108-6","doi-asserted-by":"publisher","DOI":"10.1108\/TLO-11-2012-0073"},{"key":"JGIM.2019010108-7","doi-asserted-by":"publisher","DOI":"10.1108\/08876040310495627"},{"key":"JGIM.2019010108-8","doi-asserted-by":"publisher","DOI":"10.1108\/02652320210437652"},{"key":"JGIM.2019010108-9","doi-asserted-by":"publisher","DOI":"10.1002\/9781118619179"},{"key":"JGIM.2019010108-10","doi-asserted-by":"publisher","DOI":"10.1016\/S0148-2963(99)00041-7"},{"key":"JGIM.2019010108-11","author":"B. M.Byrne","year":"2001","journal-title":"Structural Equation Modeling with AMOS, Basic Concepts, Applications and Programming"},{"key":"JGIM.2019010108-12","author":"B. M.Byrne","year":"2010","journal-title":"Structural Equation Modeling with AMOS; Basic Concepts, Application and Programming"},{"key":"JGIM.2019010108-13","doi-asserted-by":"publisher","DOI":"10.1108\/03090560710752429"},{"key":"JGIM.2019010108-14","author":"E. G.Carmines","year":"1988","journal-title":"Reliability and Validity Assessment"},{"key":"JGIM.2019010108-15","doi-asserted-by":"publisher","DOI":"10.1108\/02635571211238482"},{"key":"JGIM.2019010108-16","doi-asserted-by":"publisher","DOI":"10.1108\/08876041011060440"},{"key":"JGIM.2019010108-17","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2008.08.003"},{"key":"JGIM.2019010108-18","author":"W.Chin","year":"2001","journal-title":"PLS-Graph User\u2019s Guide. PLS-Graph User\u2019s Guide Version 3.0"},{"key":"JGIM.2019010108-19","first-page":"295","article-title":"The partial least squares approach to structural equation modeling","author":"W. W.Chin","year":"1998","journal-title":"Modern business research methods"},{"key":"JGIM.2019010108-20","doi-asserted-by":"publisher","DOI":"10.4018\/jgim.2011040103"},{"key":"JGIM.2019010108-21","doi-asserted-by":"publisher","DOI":"10.1108\/JFM-06-2012-0024"},{"key":"JGIM.2019010108-22","doi-asserted-by":"publisher","DOI":"10.1108\/09564231311304161"},{"key":"JGIM.2019010108-23","doi-asserted-by":"publisher","DOI":"10.1108\/13555851111143240"},{"key":"JGIM.2019010108-24","doi-asserted-by":"publisher","DOI":"10.1108\/02652320610712102"},{"issue":"1","key":"JGIM.2019010108-25","first-page":"126","article-title":"Designing a new model for determining customer value satisfaction and loyalty towards banking sector of Iran. European Journal of Economics","volume":"28","author":"M.Fathollahzadeh","year":"2011","journal-title":"Finance and Administrative Sciences"},{"key":"JGIM.2019010108-26","doi-asserted-by":"publisher","DOI":"10.1108\/APJML-09-2012-0092"},{"key":"JGIM.2019010108-27","doi-asserted-by":"publisher","DOI":"10.2307\/3151312"},{"key":"JGIM.2019010108-28","doi-asserted-by":"publisher","DOI":"10.1108\/02652321111107648"},{"key":"JGIM.2019010108-29","author":"C.Gronroos","year":"1990","journal-title":"Service Management and Marketing: Managing the Moments of Truth in Service Competition"},{"key":"JGIM.2019010108-30","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.69.3.115.66364"},{"key":"JGIM.2019010108-31","doi-asserted-by":"publisher","DOI":"10.1108\/13673271111137466"},{"key":"JGIM.2019010108-32","doi-asserted-by":"publisher","DOI":"10.1108\/09564230410552059"},{"key":"JGIM.2019010108-33","doi-asserted-by":"publisher","DOI":"10.1108\/01409171211238839"},{"key":"JGIM.2019010108-34","author":"J. F.Hair","year":"1998","journal-title":"Multivariate Data Analysis"},{"key":"JGIM.2019010108-35","author":"J. F.Hair","year":"2006","journal-title":"Multivariate Data Analysis"},{"key":"JGIM.2019010108-36","doi-asserted-by":"publisher","DOI":"10.1108\/13555851211218039"},{"key":"JGIM.2019010108-37","doi-asserted-by":"publisher","DOI":"10.1108\/08876040710726301"},{"key":"JGIM.2019010108-38","doi-asserted-by":"publisher","DOI":"10.1007\/s11747-011-0248-3"},{"key":"JGIM.2019010108-39","doi-asserted-by":"publisher","DOI":"10.1108\/08876040710824843"},{"key":"JGIM.2019010108-40","doi-asserted-by":"publisher","DOI":"10.1108\/02652320610701744"},{"key":"JGIM.2019010108-41","doi-asserted-by":"publisher","DOI":"10.1108\/02634500910928362"},{"key":"JGIM.2019010108-42","author":"J. W.Kincaid","year":"2003","journal-title":"Customer Relationship Management: Getting It Right"},{"key":"JGIM.2019010108-43","doi-asserted-by":"publisher","DOI":"10.4018\/ijcrmm.2014070103"},{"key":"JGIM.2019010108-44","doi-asserted-by":"publisher","DOI":"10.4018\/IJCRMM.2015040101"},{"key":"JGIM.2019010108-45","doi-asserted-by":"publisher","DOI":"10.1080\/14783360903492595"},{"key":"JGIM.2019010108-46","doi-asserted-by":"publisher","DOI":"10.1108\/02652329610151340"},{"key":"JGIM.2019010108-47","doi-asserted-by":"publisher","DOI":"10.1108\/09604521111159816"},{"key":"JGIM.2019010108-48","doi-asserted-by":"publisher","DOI":"10.1108\/02635571011008434"},{"key":"JGIM.2019010108-49","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.71.2.133"},{"key":"JGIM.2019010108-50","doi-asserted-by":"publisher","DOI":"10.2307\/1252308"},{"key":"JGIM.2019010108-51","doi-asserted-by":"publisher","DOI":"10.1016\/S0148-2963(01)00219-3"},{"key":"JGIM.2019010108-52","doi-asserted-by":"publisher","DOI":"10.2307\/3150499"},{"key":"JGIM.2019010108-53","doi-asserted-by":"publisher","DOI":"10.1108\/02635571111144982"},{"key":"JGIM.2019010108-54","doi-asserted-by":"publisher","DOI":"10.1108\/02652321211236888"},{"key":"JGIM.2019010108-55","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.70.4.136"},{"key":"JGIM.2019010108-56","doi-asserted-by":"publisher","DOI":"10.1108\/IJBM-05-2015-0073"},{"key":"JGIM.2019010108-57","doi-asserted-by":"publisher","DOI":"10.4018\/jeis.2005010105"},{"key":"JGIM.2019010108-58","doi-asserted-by":"publisher","DOI":"10.1108\/08876041011017899"},{"key":"JGIM.2019010108-59","first-page":"3","article-title":"Conceptual framework of customer relationship management","author":"A.Parvatiyar","year":"2001","journal-title":"Customer relationship management: Emerging concepts, tools, and applications"},{"key":"JGIM.2019010108-60","doi-asserted-by":"publisher","DOI":"10.1362\/026725706776022272"},{"key":"JGIM.2019010108-61","doi-asserted-by":"publisher","DOI":"10.1108\/00251740710745142"},{"key":"JGIM.2019010108-62","doi-asserted-by":"publisher","DOI":"10.1108\/08876040610704874"},{"key":"JGIM.2019010108-63","doi-asserted-by":"publisher","DOI":"10.2307\/1251973"},{"key":"JGIM.2019010108-64","doi-asserted-by":"publisher","DOI":"10.1108\/EJM-06-2011-0295"},{"key":"JGIM.2019010108-65","first-page":"105","article-title":"Zero defections: Quality comes to services.","volume":"68","author":"F.Reichheld","year":"1990","journal-title":"Harvard Business Review"},{"key":"JGIM.2019010108-66","doi-asserted-by":"publisher","DOI":"10.1108\/MIP-05-2012-0055"},{"key":"JGIM.2019010108-67","doi-asserted-by":"publisher","DOI":"10.1108\/03068291311283607"},{"key":"JGIM.2019010108-68","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-19423-8_4"},{"key":"JGIM.2019010108-69","doi-asserted-by":"publisher","DOI":"10.1108\/03090560510623253"},{"key":"JGIM.2019010108-70","doi-asserted-by":"publisher","DOI":"10.1016\/j.hitech.2011.09.006"},{"key":"JGIM.2019010108-71","doi-asserted-by":"publisher","DOI":"10.1108\/13217341011089658"},{"key":"JGIM.2019010108-72","doi-asserted-by":"publisher","DOI":"10.1108\/17515631111166889"},{"key":"JGIM.2019010108-73","doi-asserted-by":"publisher","DOI":"10.1108\/02634500910977854"},{"key":"JGIM.2019010108-74","doi-asserted-by":"publisher","DOI":"10.1177\/1094670503254287"},{"key":"JGIM.2019010108-75","doi-asserted-by":"publisher","DOI":"10.1108\/MD-04-2013-0227"},{"key":"JGIM.2019010108-76","doi-asserted-by":"publisher","DOI":"10.1108\/01409171211195152"},{"key":"JGIM.2019010108-77","doi-asserted-by":"publisher","DOI":"10.1108\/02621711311326356"},{"key":"JGIM.2019010108-78","doi-asserted-by":"publisher","DOI":"10.1108\/MSQ-08-2012-0086"},{"issue":"January\/February","key":"JGIM.2019010108-79","first-page":"1","article-title":"Marketing management in changing times.","volume":"11","author":"F. E.Webster","year":"2002","journal-title":"Marketing Management"},{"key":"JGIM.2019010108-80","doi-asserted-by":"publisher","DOI":"10.1016\/j.elerap.2010.07.003"},{"key":"JGIM.2019010108-81","doi-asserted-by":"publisher","DOI":"10.1108\/09590550210415248"},{"key":"JGIM.2019010108-82","doi-asserted-by":"publisher","DOI":"10.1509\/jmkg.65.4.33.18386"},{"key":"JGIM.2019010108-83","doi-asserted-by":"publisher","DOI":"10.1080\/02642069.2010.545394"},{"key":"JGIM.2019010108-84","doi-asserted-by":"publisher","DOI":"10.1108\/17515631211246221"},{"key":"JGIM.2019010108-85","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2012.02.026"},{"key":"JGIM.2019010108-86","doi-asserted-by":"publisher","DOI":"10.1108\/08858621211251497"}],"container-title":["Journal of Global Information Management"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=215027","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,5,6]],"date-time":"2022-05-06T21:45:17Z","timestamp":1651873517000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/JGIM.2019010108"}},"subtitle":[""],"short-title":[],"issued":{"date-parts":[[2019,1,1]]},"references-count":87,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2019,1]]}},"URL":"https:\/\/doi.org\/10.4018\/jgim.2019010108","relation":{},"ISSN":["1062-7375","1533-7995"],"issn-type":[{"value":"1062-7375","type":"print"},{"value":"1533-7995","type":"electronic"}],"subject":[],"published":{"date-parts":[[2019,1,1]]}}}