Empirical Investigation of the CRM Concept in the Jordanian Context: The Case of Banks and Financial Institutions

@inproceedings{Alsmadi2011EmpiricalIO,
  title={Empirical Investigation of the CRM Concept in the Jordanian Context: The Case of Banks and Financial Institutions},
  author={Sami Alsmadi and Ibrahim Alnawas},
  year={2011}
}
The purpose of this study is to develop a CRM model and empirically test its underlying constructs in the banking and financial sector in Jordan. The empirical data was collected from a convenient sample of 141 banks and financial institutions, drawn from three major Jordanian cities (Amman, Irbid, and Al-Zarqa). A drop-off method of data collection was used (Aaker et al. 2004). The findings show that Jordanian banks and financial institutions were likely to have a clear CRM strategic vision… CONTINUE READING

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