Chapters authored
Customer Relationship Management Practices in Islamic Banks
This chapter explores the implementation of customer relationship management (CRM) in Islamic banks through two components of organizational and technological factors. The CRM is one of the solutions to resolve the two common issues that are low level of public awareness toward the Islamic banks’ products and low level of Islamic financial literacy. A mix method that is used in this chapter consists of quantitative method using descriptive analysis and qualitative method using content analysis based on a review of literature. A stratified sampling technique is used to collect questionnaires from a total of 22 respondents. The findings reveal that a majority of respondents agreed to all statements related to organizational and technological factors, which affect the CRM implementation. The information in this chapter can be useful, or as a reference, for stakeholders, particularly the financial service authority and the bank of Indonesia in developing the Islamic banks.
Part of the book: Customer Relationship Management and IT
Spirituality Leadership Applications in Small and Medium Enterprises (SMEs)
This chapter aims to explore the spirituality leadership applications in small and medium enterprises (SMEs). The essence of leadership is crucial in managing the SMEs to achieve effectiveness and efficiency, although the employees would be in small number. Spirituality is not new concept and would be implemented in the modern organizations including the SMEs. The theory of spiritual leadership is also discussed together with the antecedents of spirituality in organizational behavior and its application in modernity context. Spirituality gives an impact to the performance of the organization and improves employees’ motivation. An empirical study is required to see the contributions of spirituality in business operation in general.
Part of the book: Leadership