@incollection{,
	
					
					
					9A93D5D7456589CCCBBFC20BC3EA3472
				,
	author={{Dr. Atalla FahedAl-Serhan} and {Al Albayt University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}2042333
}

@incollection{b0,
	
	
		,
	title={{Department of Commerce and Research Centre}}
		,
	author={{
			BAgila
		}}
		
	
	
		,
	journal={{Dhanraj Baid Jain College Thoraipakkam}}
		
			,
	year={2016}
		
	
	,
	note={Unpublished Doctoral Thesis}

}

@incollection{b1,
	
	
		,
	title={{The impact of customer relationship management on achieving service quality of banking sector of Jordan}}
		,
	author={{
			MAAl-Qeed
		} and {
			BYAl-Sadi
		} and {
			Al-Azzam
		} and {
			ZF
		}}
		
		
		
	
	
		,
	journal={{International Journal}}
		
			,
	year={2017}
		
	

}

@book{b2,
	
	
		,
	title={{Customer relationship management practices and competitiveness of commercial banks In Kenya}}
		,
	author={{
			TJKuria
		}}
		
		
			,
	year={2011}
		
		
			University of Nairobi
		
	
	,
	note={Unpublished Doctoral Thesis}

}

@incollection{b3,
	
	
		,
	title={{Linking rewards to commitment: An empirical investigation of four UK call centers}}
		,
	author={{
			NMalhotra
		} and {
			PBudhwar
		} and {
			PProwse
		}}
		
		
	
	
		,
	journal={{Internal Journal of Human Resource Management}}
		
			18
			12
			
			,
	year={2007}
		
	

}

@book{b4,
	
	
		,
	title={{The relationship between e-CRM and customer loyalty: a Kenyan commercial bank case study. Banks and Bank Systems}}
		,
	author={{
			EEMang'unyi
		} and {
			OTKhabala
		} and {
			KKGovender
		}}
		
		
		
		
			,
	year={2017}
			12
			
		
	

}

@incollection{b5,
	
	
		,
	title={{Impact of customer relationship management (CRM) on customer satisfaction and loyalty: A systematic review}}
		,
	author={{
			Nashwan
		} and {
			HHassan
		}}
		
		
	
	
		,
	journal={{Journal of Advanced Research in Business and Management Studies}}
		
			6
			
			,
	year={2017}
		
	

}

@book{b6,
	
	
		,
	title={{Customer relationship management and customer retention in Jordanian Bank}}
		,
	author={{
			MFQasem
		} and {
			MAAbukhadijeh
		} and {
			Aladham
		} and {
			MA A
		}}
		
		
		
		
			,
	year={2017}
		
	
	,
	note={International Business Research}

}

@book{b7,
	
	
		,
	title={{Customer Relationship Management Practices In Telecom Sector: Comparative Study of Public and Private Companies, Unpublished Doctoral Thesis}}
		,
	author={{
			DIRaina
		}}
		
		
			,
	year={2018}
			,
	address={Rajouri (J&K), India}
		
		
			Baba Ghulam Shah Badshah University
		
	

}

@incollection{b8,
	
	
		,
	title={{Investigating the impact of e-CRM on customer loyalty: a case of B2B in Zain company in Jordan}}
		,
	author={{
			RARabbai
		}}
		
	
	
		,
	journal={{Business Administration Faculty}}
		
			,
	year={2013}
		
		
			Middle East University
		
	
	,
	note={Unpublished Master in E-Business thesis}

}

@book{b9,
	
	
		,
	title={{Customer Relationship Management -Emerging Concepts, Tools and Applications}}
		,
	author={{
			JSheth
		} and {
			AParvatiyar
		} and {
			GShainesh
		}}
		
		
		
			,
	year={2001}
			,
	publisher={McGraw Hill}
		
	

}

@incollection{b10,
	
	
		,
	title={{A theoretical review of CRM effects on customer satisfaction and loyalty}}
		,
	author={{
			KIShaon
		} and {
			SMRahman
		}}
		
		
	
	
		,
	journal={{Central European Business Review}}
		
			4
			1
			
			,
	year={2015}
		
	

}

@incollection{b11,
	
	
		,
	title={{Customer relationship management and organizational performance: a conceptual framework based on the balanced scorecard (Study of Iranian Banks)}}
		,
	author={{
			ETShavazi
		}}
		10.9790/487X-1061826
		
	
	
		,
	journal={{Journal of Business and Management (IOSR-JBM)}}
		
			10
			6
			
			,
	year={2013}
		
	

}

@incollection{b12,
	
	
		,
	title={{Effect of customer relationship management on perceived organizational performance-A case study of family bank limited}}
		,
	author={{
			JWachira
		} and {
			SWere
		}}
		
		
	
	
		,
	journal={{Journal of Management}}
		
			2
			
			,
	year={2016}
		
	

}

@incollection{b13,
	
	
		,
	title={{The relationship between e-service quality and ease of use on customer relationship management (CRM) performance: An empirical investigation in Jordan mobile phone services}}
		,
	author={{
			SWahab
		} and {
			KAl-Momani
		} and {
			NMohd-Noor
		}}
		
		
		10.1109/ic4e.2010.113
		
	
	
		,
	journal={{Journal of Internet Banking and Commerce}}
		
			15
			1
			
			,
	year={2010}
		
	

}