Estimating the Volatility of Market Risk of Viet Nam Telecom and Education Industry after the Low Inflation Period 2015-2017

Dinh Tran Ngoc Huy

doi:https://doi.org/10.51976/ijari.812001

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Estimating the Volatility of Market Risk of Viet Nam Telecom and Education Industry after the Low Inflation Period 2015-2017

Dinh Tran Ngoc Huy

Vol 8 , Issue 1 , January - March 2020 | Pages: 1-7 | Research Paper

https://doi.org/10.51976/ijari.812001

Received: January 05, 2020 | Revised: February 20, 2020 | Accepted: February 28, 2020 | Published Online: March 15, 2020

Author Details ( * ) denotes Corresponding author

1. * Dinh Tran Ngoc Huy, Banking University, Ho Chi Minh City Viet Nam, Graduate School of International Management, International University of Japan, Niigata, Japan (dtnhuy2010@gmail.com)

The last decade has seen the emergence of Customer Relationship Management (CRM) as a technique to underpin organizational performance improvement in improving customer retention, customer satisfaction and customer value. However, despite many studies conducted on customer relationship management in various industries in the past 20 years, there is still significant disagreement about its definition and meaning, and the framework for the effective implementation and evaluation of customer relationship management practice. Moreover, there is a lack of systematic empirical evidence regarding the success factors for the CRM performance. Objective: To address these issues, this study examines the influence of top management and customer orientation on CRM performance. Results: In this quantitative study, a total of 133 Jordanian hotels participated in this study by voluntarily completing the survey questionnaire, constituting an overall 66% response rate. From the analysis undertaken, it was found that Top Management significantly influence CRM performance But. this research found insignificant relationship between customer orientation and CRM performance Conclusion: The results suggest that hotels should have processes to maintain, analyze, and integrate customer information. Theoretical and managerial implications of these findings are discussed.

Keywords

Risk management; Asset beta; Financial crisis; Telecom and education industry; Policy

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