Search results

The research aims to test the links amongst Meyer and Allen's three levels of organisational commitment and the commitment's effect on reducing turnover intentions for Islamic bank (IB) employees during the lockdown caused by coronavirus disease (COVID-19).

The research follows a variable-centred approach. Primary data are collected through a survey of 324 respondents comprising IB employees from three Arab countries, notably the United Arab Emirates (UAE), Lebanon and Oman. Exploratory factor analysis (EFA) and Cronbach's alpha test are conducted to test the construct validity, reliability and internal consistency of collected data. Descriptive statistics are used to interpret the data. Zero-order correlations, multiple regression analysis and Fisher's Z-test are applied to assess the interrelations of the various groups of variables and the determinants of turnover intentions.

Results show that there is a high level of significant intercorrelation amongst affective, normative and continuance commitments as well as amongst organisational commitment, individual differences and turnover intentions for IB employees from the three studied Arab countries. The results confirmed that turnover intentions are minimised in the presence of all three organisational commitment subscales and that individual differences amongst IB employees and organisational efficiency moderate the relationship between organisational commitment and turnover intentions.

There is no empirical work that has been done on the determinants of turnover intentions amongst IB employees during the lockdown. This is valuable to organisational behaviour scholars and practitioners who are interested in the role that organisational commitment plays in IB's employment behaviour.

The purpose of this paper is to review the literature on customer relationship management (CRM) to obtain a comprehensive framework of mutually exclusive CRM research areas and sub‐areas free of all potentially disruptive factors (plethora of CRM definitions, personal judgments, etc.).

The keywords reported in 396 CRM articles published during the period 2000‐2006 are used to uncover first a great number of detailed keyword sub‐groups and, by subject summation, the CRM‐related research areas. This classification scheme is considered unbiased, in contrast with any direct classification of articles alone among CRM research areas fixed in advance.

An up‐to‐date conceptual and functional CRM framework emerges, consisting of a total of nine distinct research areas having their own weights, importance and popularity among the research community. Newly emerging CRM research areas are self‐identified as attracting the interest of the researchers and managers.

Keywords are activated, for a first time, as an added value characteristic reflecting genuinely the authors' beliefs about the subject content fields of their articles, important enough to reveal a self‐supported and self‐weighted unbiased and exhaustive CRM framework, useful to researchers and marketing practitioners. The paper offers strong evidence that e‐CRM is too complex to be comprehensively classified by mere procedures and simple criteria alone.