Purpose: This study aims to identify the business benefit of and factors affecting the use of social customer relationship management (SCRM) in Indian organizations. Design/methodology/approach: Building on theoretical foundations, a conceptual model of factors affecting SCRM in Indian...

Purpose: The paper aims to develop a comprehensive framework for adopting an information and communication technology (ICT)-enabled customer relationship management (CRM) system, toward strengthening and expanding the customer basis of the organization. Design/methodology/approach: Advanced...

Purpose: The purpose of this study is to examine the influence of online customer reviews (OCRs) and electronic word-of-mouth (eWOM) on customers’ purchase intention (PUI). This study also investigates the cultural differences between the customers in India and UK as regards the influence of...

Purpose: Chalta hai (it is fine or it is acceptable) is an Indian cultural phenomenon that influences attitude towards work and business and diachronically adversely affects both. The purpose of this study is to explore its impact on the sustainability of business firms operating in India....