@incollection{, 35B250DAF8394D77413E81536EC8BFDF , author={{MedjedelElkhansa} and {Abu Bakar AbdulHamid}}, journal={{Global Journal of Management and Business Research}}, journal={{GJMBR}}2249-45880975-585310.34257/GJMBR, address={Cambridge, United States}, publisher={Global Journals Organisation}2021323 } @incollection{b0, , title={{the effects of gender on the development of relationships between clients and financial advisers}} , author={{ AdrianPalmer } and { DavidBejou }} , journal={{International Journal of Bank Marketing}} 13 3 , year={1995} } @incollection{b1, , title={{An investigation of user perceptions of Islamic banking practices in the United Kingdom}} , author={{ SAkbar } and { SZ AShah } and { SKalmadi }} 10.1108/17538391211282845 , journal={{International Journal of Islamic and Middle Eastern Finance and Management}} 5 4 , year={2012} } @incollection{b2, , title={{Bank image in the UAE: Comparing Islamic and conventional banks}} , author={{ HA HAl-Tamimi } and { ASLafi } and { MHUddin }} , journal={{Journal of Financial Services Marketing}} 14 , year={2009} } @incollection{b3, , title={{}} , journal={{Al Rajhi Annual Report}} , year={2018. 2018} } @incollection{b4, , title={{Islamic banks : Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia}} , author={{ MAmin } and { ZIsa } and { RFontaine }} 10.1108/02652321311298627 , journal={{International Journal of Bank Marketing}} 31 2 , year={2013} } @book{b5, , title={{Investing in customer loyalty: the moderating role of relational characteristics}} , author={{ MSBalaji }} , year={2015} , publisher={Service Business} 9 } @incollection{b6, , title={{Islamic vs. conventional banking : Business model, efficiency, and stability}} , author={{ TBeck } and { ADemirgüç-Kunt } and { OMerrouche }} 10.1016/j.jbankfin.2012.09.016 , journal={{Journal of Banking and Finance}} 37 2 , year={2013} } @incollection{b7, , title={{Islamic banking: Interest-free or interest-based?}} , author={{ M.-HLBeng Soon Chong }} , journal={{Pacific-Basin Finance Journal}} 17 , year={2009} } @incollection{b8, , title={{Relationship Marketing of Services--Growing Interest, Emerging Perspectives}} , author={{ LLBerry }} 10.1177/009207039%20502300402 , journal={{Journal of the Academy of Marketing Science}} 23 4 , year={1995} } @incollection{b9, , title={{Understanding customer relationship management (CRM): People, process, and technology}} , author={{ IJChen } and { KPopovich }} 10.1108/14637150310496758 , journal={{Business Process Management Journal}} 9 5 , year={2003} } @book{b10, , title={{}} 10.1108/14637150310496758 } @incollection{b11, , title={{Exploding some myths about customer relationship management}} , author={{ LACrosby }} 10.1108/09604520210442056 , journal={{Managing Service Quality}} 12 5 , year={2002} } @incollection{b12, , title={{Relationship marketing and CRM: a financial services case study}} , author={{ SDibb } and { MMeadows }} 10.1080/0965254042000215177 , journal={{Journal of Strategic Marketing}} 12 2 , year={2004} } @book{b13, , author={{ EleniKKevork } and { PAdam } and { Vrechopoulos }} , title={{CRM literature: conceptual and functional insights by keyword analysis. Marketing Intelligence & Planning}} , year={2004} 27 } @incollection{b14, , title={{Attitudes, Behaviour, and Patronage Factors of Bank\nCustomers towards Islamic Banks}} , author={{ CErol } and { REl-Bdour }} 10.1108/02%20652328910132060 , journal={{International Journal of Bank Marketing}} 7 6 , year={1989} } @incollection{b15, , title={{Consequences of customer loyalty to the loyalty program and the company}} , author={{ HEvanschitzky } and { BRamaseshan } and { DMWoisetschläger } and { VRichelsen } and { MBlut } and { CBackhaus }} 10.1007/s11747-011-0272-3 , journal={{Journal of the Academy of Marketing Science}} 40 5 , year={2012} } @incollection{b16, , title={{Case study as a research method}} , author={{ RHFletcher } and { SWFletcher } and { VJiménez } and { SDíaz De Salas } and { VMendoza } and { CPorras } and { KB MNoor }} 10.1177/15222302004003007 , journal={{Academy of Management Review}} 5 2 , year={1997} } @incollection{b17, , title={{Customer management and CRM: addressing the dark side}} , author={{ PFrow } and { APayne } and { IFWilkinson } and { LYoung }} 10.1108/088%2076041111119804 , journal={{Journal of Services Marketing}} 25 2 , year={2011} } @book{b18, , title={{Customer Relationship Management}} , author={{ PGray } and { BJongbok }} , year={2001} , address={Irvine} } @incollection{b19, , title={{Relationship marketing: strategic and tactical implications}} , author={{ CGrönroos }} 10.1108/002%2051749610113613 , journal={{Management Decision}} 34 3 , year={1996} } @incollection{b20, , title={{Factor Influences Selection of Islamic Banking : A Study on Malaysian Customer Preferences}} , author={{ AHaque } and { JOsman } and { AZIsmail }} 10.3844/ajas.2009.922.928 , journal={{American Journal of Applied Sciences}} 6 5 , year={2009} } @book{b21, , title={{}} 10.3844/ajas.2009.922.928 } @incollection{b22, , title={{The Consequences of Consumers' Use of Pre-Existing Social Relationships to Make Purchases}} , author={{ BRJohnson } and { WTRoss }} 10.1080/15332667.2014.939018 , journal={{Journal of Relationship Marketing}} 13 3 , year={2014} } @book{b23, , title={{}} 10.1080/15332667.2014.939018 } @incollection{b24, , title={{A Model for Evaluating the Effectiveness of CRM Using the Balanced Scorecard}} , author={{ JonghyeokKim } and { ES }} 10.1002/dir.10051 , journal={{Journal of Interactive Marketing}} 17 2 , year={2003} } @incollection{b25, , title={{Linking Customer Relationship Management to Behavioral Intentions in the Islamic Banking System: Evidence from Nigeria}} , author={{ Kabiru Maitama Kura }} , journal={{Journal of Entrepreneurship and Business}} 4 , year={2016} } @incollection{b26, , title={{Marketing Islamic banking products: Malaysian perspective}} , author={{ YKamarulzaman } and { AMadun }} 10.1108/17515631311325114 , journal={{Business Strategy Series}} 14 2 , year={2013} } @book{b27, , title={{}} 10.1108/17515631311325114 } @incollection{b28, , title={{The Impact of Customer Relationship Management Implementation on Cost and Profit Efficiencies: Evidence from the U.S. Commercial Banking Industry}} , author={{ AKrasnikov } and { SJayachandran } and { VKumar }} 10.1509/jmkg.73.6.61 , journal={{Journal of Marketing}} 73 6 , year={2009} } @incollection{b29, , title={{A relationship-management assessment tool: Questioning, identifying, and prioritizing critical aspects of customer relationships}} , author={{ ALindgreen } and { RPalmer } and { JVanhamme } and { JWouters }} 10.1016/j.indmarman.2005.08.008 , journal={{Industrial Marketing Management}} 35 1 , year={2006} } @book{b30, , title={{Islamic banking and customers' preferences: the case of the UK. Qualitative Research in Financial Markets}} , author={{ WMansour } and { MAbdelhamid } and { Ben } and { OMasood } and { GS KNiazi }} 10.1108/17554171011091%20746 , year={2010. 2001} , publisher={McGraw-Hill} 2 28 , address={Toronto} , note={Relationship-based enterprise : powering business success through customer relationship management} } @incollection{b31, , title={{Critical success factors for a customer relationship management strategy}} , author={{ LEMendoza } and { AMarius } and { MPérez } and { ACGrimán }} 10.1016/j.infsof.2006.10.003 , journal={{Information and Software Technology}} 49 8 , year={2007} } @book{b32, , title={{}} 10.1016/j.infsof.2006.10.003 } @incollection{b33, , title={{CRM in Banks : A Comparative Study of Public and Private Sectors in India}} , author={{ USMishra }} , journal={{European Journal of Social Sciences}} 24 2 , year={2011} } @incollection{b34, , title={{Banking behavior of Islamic bank customers in Bangladesh}} , author={{ MohammadSaif Noman Khan } and { MK H &Shahid } and { AI }} , journal={{Journal of Islamic Economics}} 3 2 , year={2008} , note={Banking} } @book{b35, , title={{Quality and customer relationship management (CRM) as a competitive strategy in the Swedish banking industry. The TQM Magazine}} , author={{ MosadZineldin }} 10.1108/09544780310487749 , year={2005} 17 } @incollection{b36, , title={{The Trusted Advisor in Inter-Firm Interpersonal Relationships}} , author={{ WANeu } and { GRGonzalez } and { MWPass }} 10.1080/153326%2067.2011.624915 , journal={{Journal of Relationship Marketing}} 10 4 , year={2011} } @incollection{b37, , title={{The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image}} , author={{ MWNyadzayo } and { SKhajehzadeh }} 10.1016/j.jretconser.2016.02.002 , journal={{Journal of Retailing and Consumer Services}} 30 , year={2016} } @book{b38, , title={{}} 10.1016/j.jretconser.2016.02.002 } @incollection{b39, , title={{Customers ' Bank Selection, Awareness, and Satisfaction in Islamic Banking: Evidence from Turkey}} , author={{ H?Okumu? }} , journal={{International Journal of Business and Social Science}} 6 4 , year={2015} } @incollection{b40, , title={{A strategic framework for customer relationship management}} , author={{ APayne } and { PFrow }} , journal={{Journal of Marketing}} 69 4 , year={2005} } @book{b41, , title={{A Framework for Marketing Management}} , author={{ PhilipKotler } and { KL K }} , year={2009} , publisher={Pearson Education, Inc} } @incollection{b42, , title={{Customer relationship management : A capabilities}} , author={{ EPlakoyiannaki } and { NTzokas }} , journal={{Journal of Database Marketing}} 9 3 , year={2002. 228} } @incollection{b43, , title={{Learning from customer defections}} , author={{ FFReichheld }} , journal={{Harvard Business Review}} , year={1996} } @incollection{b44, , title={{The customer relationship management process: Its measurement and impact on performance}} , author={{ WReinartz } and { MKrafft } and { WDHoyer }} , journal={{Journal of Marketing Research}} 41 3 , year={2004} } @incollection{b45, , title={{The Effect of Customer Relationship Marketing (CRM) and Service Quality to Corporate Image, Value, Customer Satisfaction, and Customer Loyalty}} , author={{ Rini Rahayu Kurniati } and { DjamhurSuharyono } and { ZAHamid }} , journal={{European Journal of Business and Management}} 7 11 , year={2015} } @incollection{b46, , title={{Cross-functional issues in the implementation of relationship marketing through customer relationship management}} , author={{ LRyals } and { SKnox }} , journal={{European Management Journal}} 19 5 , year={2001} } @incollection{b47, , title={{Effect of Customer Relationship Management on Customer Satisfaction}} , author={{ RSaifullah Hassan } and { ANawaz } and { MNLashari } and { FZafar }} rg/10.1016/S2212-5671(15)00513-4 , journal={{Procedia Economics and Finance}} 23 , year={2015} } @incollection{b48, , title={{Saudi banking giant picks Temenos for digital transformation}} , author={{ SamBridge }} , booktitle={{CRM Khansa/CRM Khansa/Saudi banking giant, picks Temenos for digital transformation New Tech, News ITP.net.htm}} , year={2019. February 12, 2020} } @incollection{b49, , title={{Islamic Banking and Finance in Theory and Practice: a Survey of State of the Art}} , author={{ MNSiddiqi }} 10.4197/islec.17-1.4 , journal={{Islamic Economic Studies}} 13 2 , year={2006} } @book{b50, , title={{}} 10.4197/islec.17-1.4 } @incollection{b51, , title={{CRM: conceptualization and scale development}} , author={{ LY MSin } and { AC BTse } and { FH KYim }} 10.1108/03090560510623253 , journal={{European Journal of Marketing}} 39 11/12 , year={2005} } @incollection{b52, , title={{Initiation stage of mobile customer relationship management}} , author={{ JSinisalo } and { JSalo } and { MLeppäniemi } and { HKarjaluoto }} , journal={{The E-Business Review}} 5 , year={2005} } @incollection{b53, , title={{Introduction to the history of Islamic banking in Malaysia}} , author={{ SA NSulaiman Abdullah } and { MJoriah }} 10.1108/08288661311319157 , journal={{Humanomics}} 29 2 , year={2013} } @book{b54, , title={{}} 10.1108/08288661311319157 } @incollection{b55, , title={{an Empirical Examination of Customer Relationship Management (CRM) Implementation In Islamic Banks}} , journal={{International Journal of Academic Research and Reflection}} , editor={Tarek Taha Ahmed.} 4 2 , year={2016} } @incollection{b56, , title={{Customer portfolio management (CPM) for improved customer relationship management (CRM): Are your customers platinum, gold, silver, or bronze ?}} , author={{ RThakur } and { LWorkman }} 10.1016/j.jbusres.2016.03.042 , journal={{Journal of Business Research}} 69 10 , year={2016} } @incollection{b57, , title={{Why do Malaysian customers patronize Islamic banks?}} , author={{ AWajdi Dusuki } and { NAbdullah }} , journal={{International Journal of Bank Marketing}} 25 3 , year={2007} } @incollection{b58, , title={{Customer focus, service process fit, and customer relationship management profitability : the effect of knowledge sharing}} , author={{ Yi-Wen Fan & EdwardKu }} 10.1080/02642060802120141 , journal={{The Service Industries Journal}} 30 2 , year={2010} } @incollection{b59, , title={{Customer Relationship Management: Its Dimensions and Effect on Customer Outcomes}} , author={{ FHYim } and { REAnderson } and { SSwaminathan }} 10.1080/08853134.%202004.10749037 , journal={{Journal of Personal Selling & Sales Management}} 24 4 , year={2004} } @book{b60, , title={{Case Study Research. Design and Methods}} , author={{ RKYin }} 10.1097/FCH.0b013e31822dda9e , year={2003} , publisher={SAGE Publications} } @incollection{b61, , title={{Case study research: Design and methods ed}} , author={{ RKYin }} , booktitle={{the United States: Library of Congress Cataloguing-in-Publication Data}} , year={2009} , note={the United States:} }