In the early 1980s numerous books and articles were published by American Business Schools professors to support the widely recognition of HRM concept, and the environmental volatility in today’s contemporary business that specifically identify conflict and heterogeneity (Soderlund and Bredin, 2005).
Due to its diverse origins and many influences, HRM covers essential aspects of central concern in organisations such as individual, practice, educational theory, social and organisational psychology, sociology, industrial relations, and organisational theory (Soderlund and Bredin, 2005)..
Khurana (2010), on the other hand, discusses the concept of customer relationship management in a great detail, and also addresses advantages and disadvantages associated with a range of relevant software applications.
The third edition of Pradan’s (2009) “Retailing Management” is another noteworthy source that is going to be used in the study.
The book offers an in-depth discussion of the concept of Customer Touch Map and discusses the role of information technology in facilitating customer relationship management.
The work of Mathur (2010) represents another significant contribution to the research area to be used in the study.
The most valuable part of this specific article is that it provides highly practical recommendations to retailers of various sizes in terms of increasing the levels of revenues through adopting a range of customer relationship management principles. (2008) “Customer relationship management: a global perspective” Gower Publishing Sinkovics, R.
A range of academic models and writings relate to this research in direct and indirect ways and some of the most relevant models are going to be explored in the study. (2010) “Dynamics of International Advertising: Theoretical and Practical Perspectives” Peter Lang Peppers, D. (2011) “Managing Customer Relationships: A Strategic Framework” John Miley & Sons Pradan, S.
To date there is no widely acceptable definition for HRM and what it entirely involves in our daily business world (Brewster and Larsen, 2000).
Fewer satisfactory definitions have been propounded by different writer such as (Soderlund and Bredin, 2005), whom perceived HRM as 1) an ‘executive personnel responsibility’, that mainly concern with management activities; 2) classified HRM as management philosophy that concerns with people treatment and, finally 3) discerned HRM as interaction management between the firm and its people.