ارائه مدل تحول مشتری‌مداری آنلاین در بین طرفداران فوتبال

Abedvandi, F., Pashaei, S., & Ghafari, M. (2021). The Mediating Role of Customer Appreciation in the Impact of Communication Marketing Components in Sports on Loyalty. Scientific Journal of Communication Management in Sports Media, 9(1), 10-20. https://sportmedia.journals.pnu.ac.ir/article_7946.html

Ahmed, Z., Fan, X., & Billah, M. (2022). Persuasive Communications, Online Reviews and Service Performances-A Study on Hotel Industry of New Zealand. Australasian Accounting Business and Finance Journal, 16(1). https://doi.org/10.14453/aabfj.v16i1.2

Alam, A., & Usman, O. (2024). The Effect Of Customer Trust, Satisfaction And Easy On Buying Interest In E-Commerce. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3767881

Alon, A. T., & Shuv-Ami, A. (2021). Applying the Customer-Centric Model to the Investigation of Brand Communities of Professional Sports Teams. Sport Marketing Quarterly, 30(3). https://doi.org/10.32731/smq.303.0921.05

Bahrami, S., Karimi, A., & Rasekh, N. (2022). Developing a Paradigmatic Model of the Role of Advertising on Customer Willingness for Sports Products (With a Focus on Social Media). Scientific Journal of Communication Management in Sports Media, 9(3). https://ensani.ir/fa/article/533836/

Banerji, R., & Singh, A. (2024). Do social media marketing activities promote customer loyalty? A study on the e-commerce industry. LBS Journal of Management & Research. https://doi.org/10.1108/LBSJMR-04-2023-0016

Duan, Y. (2024). Factors Influencing E-Commerce Live-Streaming Shopping Customers Purchase Intention in Malaysia: A Conceptual Paper. Advances in Economics Management and Political Sciences, 93(1), 19-30. https://doi.org/10.54254/2754-1169/93/20241104

Elsafty, A., & Hesham, S. (2025). Impact of AI on Customer Experience in E-commerce in Egypt. International Journal of Business Administration, 16(1). https://doi.org/10.5430/ijba.v16n1p16

Faria, S., Pereira, M. S., Ferreira, P., & Rodrigues, P. (2022). Understanding the effect of social media marketing activities on football fans' satisfaction and engagement: A study of Portuguese 2nd League Professional Football Clubs. https://doi.org/10.5171/2022.448483

Giang, N. T. P., Hung, D. M., Huong, T. T., Quyên, H. T. T., Thơm, N. T., Tran, T. B., & Dong, T. T. (2025). Researching User Experience With Artificial Intelligence Application for Customer Care Services on E-Commerce Platform. Jurnal Ekonomi Perusahaan, 31(2), 149-174. https://doi.org/10.46806/jep.v31i2.1319

Jamaiyan, B., Amir Hosseini, S. E., & Torkfar, A. (2021). Designing a Customer Relationship Management Model in Sports Stores Using ISM Approach. Scientific Journal of Communication Management in Sports Media. https://sportmedia.journals.pnu.ac.ir/article_7975.html

Jamaluddin, J., Alam, R., Hatidja, S., & Mariana, L. (2024). Customer Service Management Strategies in the E-Commerce Era: Enhancing Customer Loyalty Through Digital Experiences. Jurnal Nawala, 1(6), 139-152. https://doi.org/10.62872/k8savq47

Koay, K. Y., Cheah, C. W., & Chang, Y. X. (2022). A model of online food delivery service quality, customer satisfaction and customer loyalty: a combination of PLS-SEM and NCA approaches. British Food Journal. https://doi.org/10.1108/BFJ-10-2021-1169

Mohammadi, M., & Dehghani, M. (2022). The Role of Team Identity in the Enjoyable Experience and Revisit Intention of Football Fans on the Esteghlal Club Website. Scientific Journal of Communication Management in Sports Media. https://sportmedia.journals.pnu.ac.ir/article_8684.html

Mohammadi, S., & Qeysavandi, K. (2022). Application of the Technology Acceptance Model in the Use of Team Sports Applications. Sports Management Studies, 14(72). https://smrj.ssrc.ac.ir/article_1757.html

Prionidis, I. (2021). What do football fans really want. A case study about how Greek football clubs can maximize customer satisfaction. https://www.openarchives.gr/aggregator-openarchives/edm/rep_ihu/000180-11544_29752?language=en

Qian, T. Y. (2022). Watching sports on Twitch? A study of factors influencing continuance intentions to watch Thursday Night Football co-streaming. Sport Management Review, 25(1), 59-80. https://doi.org/10.1080/14413523.2021.1930700

Rai, A. (2022). Role of Perceived Customer Service, Quality, and Price Fairness on Attitude Formation: An Empirical Evidence from Nepal's Online Business Context. Journal of Management, 5(1), 01-10. https://doi.org/10.3126/jom.v4i1.38657 10.3126/jom.v3i1.30907 10.3126/jom.v5i1.47734 10.3126/jom.v6i1.58861

Rascher, D. A., Cortsen, K., Nagel, M. S., & Richardson, T. (2021). Who Are Our Fans: An Application of Principal Component-Cluster Technique Analysis to Market Segmentation of College Football Fans. Journal of Applied Sport Management, 13(1), 1. https://doi.org/10.7290/jasm130172

Savila, I. D., Wathoni, R. N., & Santoso, A. S. (2024). The Role of Multichannel Integration, Trust and Offline-to-Online Customer Loyalty Towards Repurchase Intention: an Empirical Study in Online-to-Offline (O2O) e-commerce https://scispace.com/papers/the-role-of-multichannel-integration-trust-and-offline-to-15se301dad https://scispace.com/papers/the-role-of-multichannel-integration-trust-and-offline-to-15se301dad

Shobana, J., Gangadhar, C., Arora, R. K., Renjith, P. N., Chincholkar, J. B., & Devidas, Y. (2023). E-commerce customer churn prevention using machine learning-based business intelligence strategy. Measurement: Sensors, 27, 100728. https://doi.org/10.1016/j.measen.2023.100728

Shun, L., Li, L., & Baixue, C. (2022). Effect of Hybrid Online Customer Service on Purchase Conversions of Consumers. Data Analysis and Knowledge Discovery, 1. https://manu44.magtech.com.cn/Jwk_infotech_wk3/EN/abstract/abstract5407.shtml

Song, M., Xing, X., Duan, Y., Cohen, J., & Mou, J. (2022). Will artificial intelligence replace human customer service? The impact of communication quality and privacy risks on adoption intention. Journal of Retailing and Consumer Services, 66, 102900. https://doi.org/10.1016/j.jretconser.2021.102900

Sundjaja, A. M., Utomo, P., & Colline, F. (2024). The Determinant Factors of Continuance Use of Customer Service Chatbot in Indonesia E-Commerce: Extended Expectation Confirmation Theory. Journal of Science and Technology Policy Management, 16(1), 182-203. https://doi.org/10.1108/jstpm-04-2024-0137

Tinson, J., Sinclair, G., & Gordon, R. (2021). How value is disrupted in football fandom, and how fans respond. European Sport Management Quarterly, 1-18. https://doi.org/10.1080/16184742.2020.1871394

Tuhkanen, O. (2022). The Effects of Perceived Customer Engagement Activities on Attitudinal Loyalty, Customer-Based Brand Equity (CBBE), and Crowd Attendances at Local Football Clubs. https://jurnal.unmer.ac.id/index.php/jmdk/article/view/10501

Wunderlich, F., & Memmert, D. (2021). Forecasting the outcomes of sports events: A review. European Journal of Sport Science, 21(7), 944-957. https://doi.org/10.1080/17461391.2020.1793002

Xiao, X. (2022). E-commerce customer service satisfaction survey and intelligent customer service development suggestion research. Journal of Education, Humanities and Social Sciences, 2, 381-386. https://doi.org/10.54097/ehss.v2i.837

Zahraei, F., Sabunchi, R., & Foroughipour, H. (2021). A Qualitative Model of E-Commerce for Sports Products in the Country. Scientific Journal of Communication Management in Sports Media, 8(3), 41-50. https://sportmedia.journals.pnu.ac.ir/article_7289.html