Tahmasebi Aria, F.; Dafoulas, G.

Introducing a conceptual model for electronic customer relationship management readiness in the banking sector

Article

Tahmasebi Aria, F. and Dafoulas, G. 2023. Introducing a conceptual model for electronic customer relationship management readiness in the banking sector. International Journal of Business and Technology Management. 5 (2), pp. 127-136. https://doi.org/10.55057/ijbtm.2023.5.2.12

ISSN
Type	Article
Title	Introducing a conceptual model for electronic customer relationship management readiness in the banking sector
Authors	Tahmasebi Aria, F. and Dafoulas, G.
Abstract	Customer Relationship Management (CRM) is one of the main priorities for almost all organisations, particularly in banking. Information Technology (IT) has changed ways of interacting with customers, resulting in the concept of Electronic Customer Relationship Management (eCRM), which has caused a shift from offline CRM to eCRM. ECRM aims to attract and retain customers, improve customer service by creating a solid relationship with them, and provide valued financial products as required. Thus, it is vital to identify readiness factors in any organisation to ensure that they are capable of deploying eCRM and reduce the likelihood of failure. Due to the current gap in having a comprehensive eCRM readiness model in banks, this research attempts to fill this gap by developing an updated conceptual model for eCRM readiness for banks. These factors will provide banks with guidelines for evaluating their eCRM readiness status.
Keywords	eCRM; banking; readiness model
Sustainable Development Goals	9 Industry, innovation and infrastructure
Middlesex University Theme	Creativity, Culture & Enterprise
Publisher	Asian Scholars Network
Journal	International Journal of Business and Technology Management
Electronic	2682-7646
Publication dates
Print	01 Jun 2023
Publication process dates
Accepted	01 May 2023
Deposited	05 Jul 2024
Output status	Published
Digital Object Identifier (DOI)	https://doi.org/10.55057/ijbtm.2023.5.2.12

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Dafoulas, G. 2005. Web-based systems for distance education and e-learning. Proceedings of the 15th International World Wide Web Conference.

Web-based systems for distance learning education and e-learning: towards e-learning online communities

Dafoulas, G. 2006. Web-based systems for distance learning education and e-learning: towards e-learning online communities. Proceedings of the 17th Annual International Resources Management Association (IRMA) International Conference.

E-assessment in information technology

Dafoulas, G. 2006. E-assessment in information technology. Proceedings of the 17th Annual International Resources Management Association (IRMA) International Conference.

Visual representation of computer mediated communication patterns in distance learning

Dafoulas, G. 2006. Visual representation of computer mediated communication patterns in distance learning. Proceedings of the 17th Annual International Resources Management Association (IRMA) International Conference.

Best practise in developing a training course for e-learning professionals

Dafoulas, G. 2006. Best practise in developing a training course for e-learning professionals. Proceedings of 12th NETTIES (Networking Entities) 2006 International Conference.

Emerging trends in web-based learning: the use of e-portfolios

Dafoulas, G. 2006. Emerging trends in web-based learning: the use of e-portfolios. Proceedings of 12th NETTIES (Networking Entities) 2006 International Conference.

Incorporating CRM in e-government: case of Egypt, proceedings

Azab, N., Ali, M. and Dafoulas, G. 2006. Incorporating CRM in e-government: case of Egypt, proceedings. IADIS International Conference, E-Commerce 2006.

Proyectos de educación y evaluación multicultural: mejora del desempeño de equipos de aprendizaje colaborativo para desarrollo de software global (GSD)

Lopez, V., Castillo, A., Swigger, K., Serce, F., Dafoulas, G., Brazile, R. and Alpaslan, F. 2009. Proyectos de educación y evaluación multicultural: mejora del desempeño de equipos de aprendizaje colaborativo para desarrollo de software global (GSD). 13er Congreso Latinoamericano del College Board, Guatemala, Marzo 2009.

Evaluando patrones de interacción en equipos de aprendizaje colaborativo para desarrollo de software global: cuatro países, tres idiomas y un proyecto global

Lopez, V., Castillo, A., Swigger, K., Serce, F., Dafoulas, G., Brazile, R. and Alpaslan, F. 2009. Evaluando patrones de interacción en equipos de aprendizaje colaborativo para desarrollo de software global: cuatro países, tres idiomas y un proyecto global. CONCAPAN XXIX.

A comparison of team assessment measures for global software development learners

Swigger, K., Alpaslan, F., Brazile, R., Dafoulas, G., Lopez, V. and Serce, F. 2009. A comparison of team assessment measures for global software development learners. ICGSE 2009: Proceedings of the 4th IEEE International Conference on Global Software Engineering.

Quality Assurance – an endeavour in enhancing teaching and learning experience through collaborative and assistive technologies

Dafoulas, G. and Anagnostopoulou, K. 2009. Quality Assurance – an endeavour in enhancing teaching and learning experience through collaborative and assistive technologies. Proceedings of the International Conference of Quality, Enhancement: Experience, Challenges and Perspectives for Armenian Higher Education.

Analogy between Impact of architectural design characteristics of learning spaces on learners in the physical world and 3D virtual world

Saleeb, N. and Dafoulas, G. 2010. Analogy between Impact of architectural design characteristics of learning spaces on learners in the physical world and 3D virtual world. 3rd Annual Conference on Virtual Worlds Best Practices in Education (VWBPE 2010) workshop. pp. 72-89

Perception of colour in 3D virtual world architectural computer aided design: impact of colour design in student satisfaction

Saleeb, N. and Dafoulas, G. 2010. Perception of colour in 3D virtual world architectural computer aided design: impact of colour design in student satisfaction. Proceedings of the Sixth International Conference on Computer Engineering & Systems.

Global software development learning teams

Dafoulas, G. 2010. Global software development learning teams. Middlesex University Spring Conference.

Assistive technologies and advantageous themes for collaboration, learning & teaching within virtual worlds and virtual learning environments

Dafoulas, G., Saleeb, N. and Loomes, M. 2010. Assistive technologies and advantageous themes for collaboration, learning & teaching within virtual worlds and virtual learning environments. Proceedings of the Higher Education Academy Annual Conference.

Whose turn to renovate the class today? Analogy between Impact of architectural design characteristics of learning spaces on learners in the physical world and 3D virtual world

Saleeb, N. and Dafoulas, G. 2010. Whose turn to renovate the class today? Analogy between Impact of architectural design characteristics of learning spaces on learners in the physical world and 3D virtual world. Proceedings of the 3rd Annual Conference on Virtual Worlds Best Practices in Education (VWBPE 2010).

Lifelong learning and workforce development design – towards a new generation of educational planning tools

Dafoulas, G., Barn, B., Abeysinghe, G. and Zheng, Y. 2010. Lifelong learning and workforce development design – towards a new generation of educational planning tools. Proceedings of the Annual International Conference on Education and New Learning Technologies (EDULEARN2010).

Middlesex University skills and education planning tool

Dafoulas, G., Barn, B., Abeysinghe, G. and Zheng, Y. 2011. Middlesex University skills and education planning tool. JISC eLearning Experts Meeting.

Programme design, accreditation and APEL/APCL support tools

Dafoulas, G., Barn, B., Abeysinghe, G. and Zheng, Y. 2011. Programme design, accreditation and APEL/APCL support tools. UK Academy for Information Systems 16th Annual International Conference.

Pulling the physical and virtual environment into the blend

Loomes, M., Dafoulas, G. and Saleeb, N. 2011. Pulling the physical and virtual environment into the blend. Proceedings of the 6th International Blended Learning Conference, From Innovation to Institutional Enhancement: Operating in Challenging Times.

E-Learning online communities

Dafoulas, G., Bakry, W. and Murphy, A. 2005. E-Learning online communities. Middlesex University Press.

E-Learning training guide Vol.3 – Communicate online – culture & tools

Dafoulas, G. and Murphy, A. 2006. E-Learning training guide Vol.3 – Communicate online – culture & tools. Middlesex University Press.

E-Learning training guide Vol.2 – Tutoring remotely: methods & tools

Dafoulas, G. and Murphy, A. 2006. E-Learning training guide Vol.2 – Tutoring remotely: methods & tools. Middlesex University Press.

E-Learning training guide Vol.1 – Blended teaching: pedagogy & tools

Mimirinis, M., Dafoulas, G. and Murphy, A. 2006. E-Learning training guide Vol.1 – Blended teaching: pedagogy & tools. Middlesex University Press.

Database management systems

Ward, P. and Dafoulas, G. 2006. Database management systems. London Thomson Learning.

Investigating cultural differences in virtual software teams

Dafoulas, G. and Macaulay, L. 2002. Investigating cultural differences in virtual software teams. The Electronic Journal on Information Systems in Developing Countries (EJISDC). 7 (1), pp. 1-14. https://doi.org/10.1002/j.1681-4835.2002.tb00040.x

E-learning communities

Leng, P. and Dafoulas, G. 2005. E-learning communities. Interactive Technology and Smart Education. 2 (4), pp. 193-194.

Co-evolving e-tail and online communities: empirically-based conceptual framework

Macaulay, L., Keeling, K., McGoldrick, P., Dafoulas, G. and Kalaitzakis, M. 2007. Co-evolving e-tail and online communities: empirically-based conceptual framework. International Journal of e-Commerce. 11 (4), pp. 53-77. https://doi.org/10.2753/JEC1086-4415110402

Relationship between students' overall satisfaction from 3D virtual learning spaces and their individual design components

Saleeb, N. and Dafoulas, G. 2010. Relationship between students' overall satisfaction from 3D virtual learning spaces and their individual design components. International Journal of Computer Science Issues. 7 (4), pp. 1-8.

Effects of virtual world environments in student satisfaction: an investigation of the role of architecture in 3D education

Saleeb, N. and Dafoulas, G. 2010. Effects of virtual world environments in student satisfaction: an investigation of the role of architecture in 3D education. International Journal of Knowledge Society Research. 2 (1), pp. 28-48. https://doi.org/10.4018/jksr.2011010103

3D assistive technologies for collaboration, blended learning & teaching for users with disabilities

Saleeb, N. and Dafoulas, G. 2011. 3D assistive technologies for collaboration, blended learning & teaching for users with disabilities. in: Lau, B. (ed.) Assistive and Augmentive Communication for the Disabled: Intelligent Technologies for Communication, Learning and Teaching IGI Global, USA.

Effect of student emotion-associations on architectural color design of educational spaces in 3D Virtual Learning Environments

Saleeb, N. and Dafoulas, G. 2010. Effect of student emotion-associations on architectural color design of educational spaces in 3D Virtual Learning Environments. 20th International Conference on Computer Theory and Applications. Egypt 2010

Analogy between student perception of educational space dimensions and size perspective in 3D virtual worlds versus physical world

Saleeb, N. and Dafoulas, G. 2010. Analogy between student perception of educational space dimensions and size perspective in 3D virtual worlds versus physical world. International Journal of Engineering (IJE). 4 (3), pp. 210-218.

Relationship between students’ overall satisfaction from 3D virtual learning spaces and their individual design components

Saleeb, N. and Dafoulas, G. 2010. Relationship between students’ overall satisfaction from 3D virtual learning spaces and their individual design components. International Journal of Computer Science Issues (IJCSE). 7 (4), pp. 1-9.

Architectural evolution of e-learning virtual worlds: proposed design measures to enhance the e-learning experience within 3D learning spaces

Saleeb, N. and Dafoulas, G. 2012. Architectural evolution of e-learning virtual worlds: proposed design measures to enhance the e-learning experience within 3D learning spaces. in: Hinrichs, R. and Wankel, C. (ed.) Engaging the avatar: new frontiers in immersive education Information Age Publishing. pp. 49-82

Affordances and constraints to e-learning: role of architecture in 3D learning space digital design

Saleeb, N. and Dafoulas, G. 2011. Affordances and constraints to e-learning: role of architecture in 3D learning space digital design. International Journal for Digital Society. 2 (2), pp. 478-488. https://doi.org/10.20533/ijds.2040.2570.2011.0057

Effects of virtual world environments in student satisfaction: an examination of the role of architecture in 3D education

Saleeb, N. and Dafoulas, G. 2012. Effects of virtual world environments in student satisfaction: an examination of the role of architecture in 3D education. International Journal of Knowledge Society Research (IJKSR). 2 (1), pp. 28-48. https://doi.org/10.4018/jksr.2011010103

Harnessing 3D applications for technology enhanced learning

Saleeb, N. and Dafoulas, G. 2010. Harnessing 3D applications for technology enhanced learning. 2nd International Conference on Education and New Learning Technologies. Barcelona, Spain 05 - 07 Jul 2010 IATED. pp. 2631-2640

Investigating student satisfaction from environmental and architectural design elements of 3D educational facilities within 3D virtual worlds

Saleeb, N. and Dafoulas, G. 2010. Investigating student satisfaction from environmental and architectural design elements of 3D educational facilities within 3D virtual worlds. 3rd World Summit on the Knowledge Society (WSKS 2010).

Assistive technologies and environmental design concepts for blended learning and teaching for disabilities within 3D virtual worlds and learning environments

Saleeb, N. and Dafoulas, G. 2012. Assistive technologies and environmental design concepts for blended learning and teaching for disabilities within 3D virtual worlds and learning environments. in: Anastasiades, P. (ed.) Blended learning environments for adults: evaluations and frameworks IGI Global.

3D assistive technologies and advantageous themes for collaboration and blended learning of users with disabilities

Saleeb, N. and Dafoulas, G. 2011. 3D assistive technologies and advantageous themes for collaboration and blended learning of users with disabilities. in: Theng, L. (ed.) Assistive and Augmentive Communication for the Disabled: Intelligent Technologies for Communication, Learning and Teaching IGI Global. pp. 25-69

Architectural propositions for enhancement of learning spaces within 3D Virtual Learning Environments

Saleeb, N. and Dafoulas, G. 2010. Architectural propositions for enhancement of learning spaces within 3D Virtual Learning Environments. IEEE 2010 International Conference on Information Society (i- Society 2010). London, UK 28 - 30 Jun 2010 IEEE. pp. 410-415

Pedagogical immigration to 3D virtual worlds: a critical review of underlying themes and their concepts

Saleeb, N. and Dafoulas, G. 2010. Pedagogical immigration to 3D virtual worlds: a critical review of underlying themes and their concepts. IEEE 2010 International Conference on Information Society (i-Society 2010). London, UK 28 - 30 Jun 2010 IEEE. pp. 401-409

Assistive technologies and advantageous themes for collaboration, learning & teaching within 3D Virtual Learning Environments

Saleeb, N. and Dafoulas, G. 2010. Assistive technologies and advantageous themes for collaboration, learning & teaching within 3D Virtual Learning Environments. Higher Education Academy Annual Conference (2010).

Whose turn to renovate the class today? Analogy between impact of architectural design characteristics of learning spaces on learners in the physical world and 3D virtual world

Saleeb, N. and Dafoulas, G. 2010. Whose turn to renovate the class today? Analogy between impact of architectural design characteristics of learning spaces on learners in the physical world and 3D virtual world. Journal of Virtual Studies. 1 (1), pp. 43-59.

Communication patterns in e-learning communities

Dafoulas, G. and Mimirinis, M. 2005. Communication patterns in e-learning communities. Interactive Technology and Smart Education. 2 (4), pp. 221-233. https://doi.org/10.1108/17415650580000046

Enriching a pedagogical model for the implementation of a virtual training environment

Mimirinis, M. and Dafoulas, G. 2005. Enriching a pedagogical model for the implementation of a virtual training environment. Fifth IEEE International Conference on Advanced Learning Technologies (ICALT 2005). Kaohsiung, Taiwan 05 - 08 Jul 2005 pp. 419-420

Support mechanisms for web-enhanced learning in diverse cultural contexts

Frumkin, L., Mimirinis, M., Murphy, A., Dimitrova, M. and Dafoulas, G. 2005. Support mechanisms for web-enhanced learning in diverse cultural contexts. Web-based Education (WBE 2005). Grindelwald, Switzerland 21 - 23 Feb 2005 Acta Press.

Blended teaching: pedagogy and tools

Murphy, A., Dafoulas, G. and Mimirinis, M. 2006. Blended teaching: pedagogy and tools. MU Press.

Investigating computer-supported cooperative learning: applications for flexible learning environments

Dafoulas, G., Frumkin, L., Mimirinis, M. and Murphy, A. 2005. Investigating computer-supported cooperative learning: applications for flexible learning environments. in: Proceedings of the 3rd ACS/IEEE International Conference on Computer Systems and Applications (AICCSA-2005) IEEE. pp. 847-852

Patterns of use of virtual learning environments and students’ approaches to learning: a case study of undergraduate students

Mimirinis, M. and Dafoulas, G. 2008. Patterns of use of virtual learning environments and students’ approaches to learning: a case study of undergraduate students. Luca, J. and Weippl, E. (ed.) Proceedings of World Conference on Educational Multimedia, Hypermedia and Telecommunications 2008. Vienna AACE. pp. 6349-6356

Evidence-based research in cross-cultural learning settings: variations in the use of technology, students’ expectations and the role of tutor

Mimirinis, M., Dafoulas, G., Murphy, A., Chan Wai Kuen, T. and Paranakian, K. 2006. Evidence-based research in cross-cultural learning settings: variations in the use of technology, students’ expectations and the role of tutor. in: Ong, S., Apfelthaler, G., Hansen, K. and Tapachai, N. (ed.) Intercultural communication competencies in higher education and management: proceedings of the International Conference on Intercultural Communication Competencies, October 6-7, 2005, Singapore Singapore Marshall Cavendish Academic. pp. 250-258

Communicating on-line: culture and tools

Dafoulas, G. and Murphy, A. 2006. Communicating on-line: culture and tools. MUP Press.

Perception of color in 3D Virtual World architectural computer aided design: impact of color design in student satisfaction

Saleeb, N. and Dafoulas, G. 2010. Perception of color in 3D Virtual World architectural computer aided design: impact of color design in student satisfaction. in: The 2010 International Conference on Computer Engineering & Systems IEEE. pp. 207-212

Artificial intelligence in 3D virtual environments as technological support for pedagogy

Saleeb, N. and Dafoulas, G. 2013. Artificial intelligence in 3D virtual environments as technological support for pedagogy. 2nd Workshop on Future Intelligent Educational Environments Conference (WOFIEE’13). Athens, Greece 16 - 17 Jul 2013 IOS Press. pp. 443-453 https://doi.org/10.3233/978-1-61499-286-8-443

Curriculum design tools: Using information modelling for course transformation and mapping

Dafoulas, G., Barn, B. and Zheng, Y. 2012. Curriculum design tools: Using information modelling for course transformation and mapping. 11th International Conference on Information Technology Based Higher Education and Training. Istanbul, Turkey 21 - 23 Jun 2012 IEEE. https://doi.org/10.1109/ITHET.2012.6246064

A comparison of team performance measures for global software development student teams

Swigger, K., Serce, F., Alpaslan, F., Brazile, R., Dafoulas, G. and Lopez, V. 2009. A comparison of team performance measures for global software development student teams. International Conference Global Software Engineering (ICGSE). https://doi.org/10.1109/ICGSE.2009.36

Using learning management systems as support mechanisms for formative feedback – the case of lifelong learning.

Dafoulas, G., Barn, B., Abeysinghe, G., Zheng, Y., Swigger, K., Brazile, R., Alpaslan, F., Serce, F. and Lopez, V. 2010. Using learning management systems as support mechanisms for formative feedback – the case of lifelong learning. in: EDULEARN10 Proceedings. International Association of Technology, Education and Development (IATED). pp. 2614-2622

The challenges of teaching students how to work in global software teams

Swigger, K., Brazile, R., Serce, F., Dafoulas, G., Alpaslan, F. and Lopez, V. 2010. The challenges of teaching students how to work in global software teams. in: Transforming Engineering Education: Creating Interdisciplinary Skills for Complex Global Environments, 2010 IEEE. IEEE Computer Society. pp. 1-30

Strategies and guidelines for building effective distributed learning teams in higher education

Serce, F., Alpaslan, F., Swigger, K., Brazile, R., Dafoulas, G. and Lopez, V. 2010. Strategies and guidelines for building effective distributed learning teams in higher education. in: Information Technology Based Higher Education and Training (ITHET), 2010 9th International Conference IEEE Computer Society. pp. 247-253

Using content and text classification methods to characterize team performance

Swigger, K., Brazile, R., Serce, F., Dafoulas, G., Alpaslan, F. and Lopez, V. 2010. Using content and text classification methods to characterize team performance. 2010 5th IEEE International Conference Global Software Engineering (ICGSE). https://doi.org/10.1109/ICGSE.2010.30

Online collaboration: collaborative behavior patterns and factors affecting globally distributed team performance

Serce, F., Swigger, K., Alpaslan, F., Brazile, R., Dafoulas, G. and Lopez, V. 2011. Online collaboration: collaborative behavior patterns and factors affecting globally distributed team performance. Computers in Human Behavior. 27 (1), pp. 490-503. https://doi.org/10.1016/j.chb.2010.09.017

A study of the communication patterns among global software student teams.

Serce, F., Swigger, K., Alpaslan, F., Brazile, R., Dafoulas, G. and Lopez, V. 2010. A study of the communication patterns among global software student teams. Software Process.

The effects of task type on the patterns of communication behaviors among global software student teams

Swigger, K., Alpaslan, F., Dafoulas, G., Serce, F., Brazile, R. and Lopez, V. 2010. The effects of task type on the patterns of communication behaviors among global software student teams. International Engineering Education Conference: Turkey's Vision 2023. Antalya, Turkey 04 - 06 Nov 2010 pp. 77-82

Dynamics of collaborative work in global software development environment.

Serce, F., Alpaslan, F., Swigger, K., Brazile, R., Dafoulas, G. and Lopez, V. 2009. Dynamics of collaborative work in global software development environment. Cunningham, P. and Cunningham, M. (ed.) Dublin IIMC International Information Management Corporation Ltd.

Exploring collaboration patterns among global software development teams.

Serce, F., Alpaslan, F., Swigger, K., Brazile, R., Dafoulas, G., Lopez, V. and Schumacker, R. 2009. Exploring collaboration patterns among global software development teams. IEEE Computer Society. pp. 61-70 https://doi.org/10.1109/ICGSE.2009.14

Interaction patterns among global software development learning teams.

Serce, F., Swigger, K., Alpaslan, F., Brazile, R., Dafoulas, G. and Lopez, V. 2009. Interaction patterns among global software development learning teams. IEEE Computer Society. pp. 123-130 https://doi.org/10.1109/CTS.2009.5067472

Structural factors that affect global software development learning team performance

Swigger, K., Alpaslan, F., Lopez, V., Brazile, R., Dafoulas, G. and Serce, F. 2009. Structural factors that affect global software development learning team performance. New York Association for computing machinery. pp. 187-196 https://doi.org/10.1145/1542130.1542167

Global teams: futuristic models of collaborative work for today's software development industry.

Dafoulas, G., Swigger, K., Brazile, R., Alpaslan, F., Lopez, V. and Serce, F. 2009. Global teams: futuristic models of collaborative work for today's software development industry. IEEE Computer Society. https://doi.org/10.1109/HICSS.2009.231

A suggested framework for assessing electronic government readiness in Egypt.

Azab, N., Kamel, S. and Dafoulas, G. 2009. A suggested framework for assessing electronic government readiness in Egypt. Electronic Journal of E-Government. 7 (1), pp. 11-28.

Exploring the communication behavior among global software development learners.

Serce, F., Swigger, K., Alpaslan, F., Brazile, R., Dafoulas, G. and Lopez, V. 2011. Exploring the communication behavior among global software development learners. International Journal of Computer Applications in Technology. 40 (3), pp. 203-215. https://doi.org/10.1504/IJCAT.2011.039141