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Dr Audrey Laing


A qualitative study verifying the research constructs relating to CRM systems benefits and consumer buying behavior variables. (2016)
Conference Proceeding
OMOGE, A.P. and LAING, A. 2016. A qualitative study verifying the research constructs relating to CRM systems benefits and consumer buying behavior variables. In Proceedings of the 2016 West East Institute (WEI) international academic conference, 1-3 August 2016, Boston, USA. West Chester, PA: WEI [online]. Available from: /https://www.westeastinstitute.com/wp-content/uploads/2016/09/Akinyemi-Paul-Omoge-Audrey-Laing.pdf

This study presents the findings from the first phase of a mixed methods study. Following a review of relevant literature, this study has identified variables that have been claimed and rationalized to specifically imply CRM benefits and consumer buy... Read More about A qualitative study verifying the research constructs relating to CRM systems benefits and consumer buying behavior variables..

The direct and mediated effects of customer relationship management (CRM) systems usage as service delivery channels on consumer buying behaviour: an empirical appraisal of the context of the Nigerian banking industry. (2016)
Thesis
OMOGE, A.P. 2016. The direct and mediated effects of customer relationship management (CRM) systems usage as service delivery channels on consumer buying behaviour: an empirical appraisal of the context of the Nigerian banking industry. Robert Gordon University, PhD thesis.

Ample evidence from the literature suggests that in recent years, banks have been heavily investing in customer relationship management (CRM) systems. The reasons for this are traced to banks' emergent need to gain and sustain competitive advantage t... Read More about The direct and mediated effects of customer relationship management (CRM) systems usage as service delivery channels on consumer buying behaviour: an empirical appraisal of the context of the Nigerian banking industry..

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