تاثیر ارتباطات بازاریابی یکپارچه بر مدیریت ارتباط با مشتری در بانکهای خصوصی شهر زاهدان

1-Amirshahi.M; Yazdani.H R& Khan Mohammadi. M. (2012). Investigating the Status of Integrated Marketing Communications and its Affecting Factors (Case Study: Mellat Bank), Business Management Perspective. 12: 55-72. (In Persian)

2-Anton, J. & Hoeck, M. (2002), "E-Business Customer Service", Santa Monica, CA: The Anton Press.

3-Barbara, E. (2011). Improving Customer Relationship Management in the Banking Industry. A Case Study of Barclays Bank Ghana Limited, Bantama Branches ,Doctoral dissertation, Institute Of Distance Learning, Kwame Nkrumah University of Science and Technology.

4-Belch, G E. (2001). Advertising and Promotion. An Integrated Marketing Communication Perspective. Sixth Edition. New York: McGraw Hill.

5-Chen, C. L. (2012). Conceptualising Customer Relationship Management and Its Impact on Customer Lifetime Value in the Taiwanese Banking Sector. Conference Proceedings.

6-Cheruiyot, R. J& Wambua, P. P.(2016). Integrated Marketing Communication and Performance of Kenya Post and Savings Bank. Social Sciences. 5(3): 37-49. doi: 10.11648/j.ss.20160503.11

7-Duncan, T. & Mulhern, F .(2004). A white paper on the status, scope and future of IMC. IMC Symposium Sponsored by the IMC Programs at Northwestern University and the University of Denver, CO., USA.

Ebrahimi, M; Karroubi. M & Mohammadi, Z. (2014). Evaluating Competitive Intelligence Maturity in Hotels (Case Study: 3 and 4 Star Hotels in Yazd Province), Tourism Management Studies, 2(3): 97-125.  (In Persian)

8-Fagbemi, A. O & Olowokudejo, F. F. (2011). A comparison of the customer relationship management strategies of Nigerian banks and insurance companies. International Journal of Management and Business Research, 1(3): 161-170.

9-Fullerton, R. (2011). The impact of social media on marketing strategy Master of Science in E- Marketing, Oxford Brookes University, Oxford.

10-Ghafourian Shgerdi. A; Daneshmand. B& Behbodi, O. (2017). The Impact of Social Network Marketing on Brand Loyalty and Consumer Purchase Intentions. Modern Marketing Research, 7(3):175-190. (In Persian)

11-Grech.A& Carmen, S. (2012). The impact of direct marketing on customer relationship management, Dissertations of B.COM.(HONS)MARKETING,L-universita ta’malta.

12-Hair, J.F; Hult, T.M; Ringle, C.M. & Sarsted, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). California: SAGE Publications, Inc.

13-Jedsada.W; Jirasek.T&Wanno .F , (2015)."Social CRM, RMO and business strategies affecting banking performance effectiveness in B2B context", Journal of Business & Industrial Marketing, 30 (6 ): 742-760.

14-Kiani. F; Sedghiani. J&Shirani. A. (2008). Investigating the relationship between long-term customer value and optimal implementation of customer relationship management from the perspective of experts and managers. MSc Thesis. University of Allameh Tabatabaei. (In Persian)

15-Kim, H. S., & Kim, Y. G. (2009). A CRM performance measurement framework: Its development process and application. Industrial Marketing Management, 38(4): 477-489.

16-Kitchen, P.J; Spickett-Jones, J.G. & Grimes, T. (2007), “Inhibition of Brand Integration amid Changing Agency Structures, journal of marketing communication ,13(2):149-168.

17-Ko, E; Kim, S. H; Kim, M. & Woo, J. Y. (2008). Organizational characteristics and the CRM adoption process. Journal of Business Research, 61(1): 65-74.

18-Lenka. L; Peter.Š; Silvia. L; Dagmar.W  & Petr. P.(2019).Application of Cluster Analysis in Marketing Communications in Small and Medium-Sized Enterprises: An Empirical Study in the Slovak Republic. Sustainability journal, 11, 2302; doi:10.3390/su11082302.

19-Lin, R.; Che, R., & Ting, C. (2012). Turning knowledge management into innovation in the high-tech industry. Industrial Management & Data Systems, 112(1): 42-63.

20-Luxton, S; Reid, M. & Mavondo, F. (2015). Integrated marketing communication capability and brand performance. Journal of Advertising, 44(1): 37-46.

21-Moazami Godarzi. R. (2016).The Relationship between Customer Relationship Management and Organizational Performance in Private Companies in Ahvaz. MSc thesis, University of Malayer. Iran. (In Persian)

22-Mohammad Shafi'i.M؛ Seifi. M& Mohammadi. M. (2018). The Impact of Customer Relationship Management on Internal Processes Improvement, Customer Satisfaction and Profitability (Case Study: Isfahan Social Security Branches), Business Strategies Journal, 25(12):31-48. (In Persian)

23-Morgan, N. A; Vorhies, D. W. & Mason, C. H. (2009). Market orientation, marketing capabilities, and firm performance. Strategic Management Journal, 30(8): 909-92.

24-Muhanji, E. M., & Ngari, M. B. (2015). Influence of Integrated Marketing Communication and Sales Performance of Commercial Banks in Kenya. International Journal of Scientific and Research Publications.5(9):1-20.

25-Naeem, B; Bilal, M. & Naz, U. (2013). Integrated marketing communication: a review paper. Interdisciplinary journal of contemporary research in business, 5(5): 124-133.

26-O'Cass, A. & Weerawardena, J. (2009). Examining the role of international entrepreneurship, innovation and international market performance in SME internationalisation. European Journal of Marketing, 43(11/12):1325-1348.

27-Osunde, C,.(2014). A Study on Customer Relationship Management Practices in Selected Commercial Banks with Reference to Nigeria, Journal of Entrepreneurship & Organization Management,3:117.

28-Ots, M., & Nyilasy, G. (2017). Just doing it: theorising Integrated Marketing Communications (IMC) practices. European Journal of Marketing, 51(3).

29-Paquette, S. (2006). Customer Knowledge Management, Encyclopedia of Knowledge Management: Idea Group Inc.

30-Payne, A., & Frow, P. (2004). The role of multichannel integration in customer relationship management. Industrial marketing management, 33(6): 527-538.

31-Perreault, W. D. (2000). Essentials of marketing: a global managerial approach (8th ed.). Boston: Irwin/McGraw-Hill.

32-Pickton, D.W. & Broderick, A. (2001), Integrated Marketing Communication, Harlow, Pearson Education. pp. 149-168.

33-Qasemi, L. (2014). The Relationship between Electronic Customer Relationship Management and Electronic Loyalty in Branches of Parsian Bank in Tehran province, MSc Thesis, Islamic Azad University, Karaj Branch, Iran. (In Persian)

34-Rahmatinejad.A & Samadi, M. (2015). The Relationship between Effective Customer Relationship Management (CRM) and Organizational Effectiveness from the Perspective of Mellat Bank Branch Staff, Journal of Sociological Studies, 7(28): 41-56. (In Persian)

35-Recklies, D. (2006). Understanding and Managing Customer Perception. Effective Executive. ICFAI University Press.

36-Reid, M. (2005). Performance auditing of integrated marketing communication (IMC) actions and outcomes. Journal of Advertising, 34(4), 41-54.

37-Rowley, J. (2004). Online branding: the case of McDonald's. British Food Journal, 106(3): 228-237.

38-Smith, M.& Lakhani, S.(2009). Factors Determining Customer Relationship Management Practices: The Context of Jordanian Commercial Banks, Jordan Journal of Business Administration (JJBA),8(1): 208-220.

39-Subramanian. K. (2017). Buillding customer relations through direct marketing, International Journal of Combined Research & Development (IJCRD), 6(9):799-810.

40-Ul Haq, I., Ramay, M. I., U Rehman, M., & Jam, F. (2010). Big Five Personality and Perceived CustomerRelationship Management. Research Journal of Internatýonal Studýes, (15).

41-Wu, H, I., Lu, C, L. (2012). The relationship between CRM, RM, and business performance: A study of the hotel industry in Taiwan, International Journal of Hospitality Management.31: 276–285.