Research model for measuring the impact of customer relationship management (CRM) on performance indicators

References

• Akroush, M. N., Dahiyat, S. E., Gharaibeh, H. S., & Abu-Lail, B. N. (2011). Customer relationship management implementation: An investigation of a scale's generalizability and its relationship with business performance in a developing country context. International Journal of Commerce and Management, 21(2), 158–190. https://doi.org/https://doi.org/10.1108/10569211111144355
   Google Scholar
• Albaum, G. (1997). The Likert scale revisited. Market Research Society. Journal, 39(2), 1–21. https://doi.org/https://doi.org/10.1177/147078539703900202
   Google Scholar
• Alegre, J., Kishor, S., & Lapiedra, R. (2013). Knowledge management and the innovation performance in a high-tech SMEs industry. International Small Business Journal: Researching Entrepreneurship, 31(4), 454–470. https://doi.org/https://doi.org/10.1177/0266242611417472
   Web of Science ®Google Scholar
• Arsić, S., Banjević, K., Nastasić, A., Rošulj, D., & Arsić, M. (2018). Family business owner as a central figure in customer relationship management. Sustainability, MDPI, Open Access Journal, 11(1), 1–19. December
   Web of Science ®Google Scholar
• Azad, N., & Ahmadi, F. (2015). The customer relationship management process: Its measurement and impact on performance. Uncertain Supply Chain Management, 3(1), 43–50. https://doi.org/https://doi.org/10.5267/j.uscm.2014.9.002
   Google Scholar
• Battor, M., & Battor, M. (2010). The impact of customer relationship management capability on innovation and performance advantages: Testing a mediated model. Journal of Marketing Management, 26(9–10), 842–857. https://doi.org/https://doi.org/10.1080/02672570903498843
   Google Scholar
• Berezin, A., Gorodnova, N., Matyushok, V., Plotnikova, N., & Shablova, E. (2015). Theoretical and applied aspects of transactional analysis of activities of enterprises [Paper Presentation]. The 9th International Days of Statistics and Economics (pp. 149–159). Prague. doi:https://doi.org/10.13140/RG.2.2.33936.20488
   Google Scholar
• Bose, R. (2002). Customer relationship management: Key components for IT success. Industrial Management & Data Systems, 102(2), 89–97. https://doi.org/https://doi.org/10.1108/02635570210419636
   Web of Science ®Google Scholar
• Bradshaw, D., & Brash, C. (2001). Management customer relationships in the e-business world: How to personalise computer relationships for increased profitability. International Journal of Retail & Distribution Management, 29(12), 520–530. https://doi.org/https://doi.org/10.1108/09590550110696969
   Google Scholar
• Buttle, F. (2004). Customer relationship management. Concepts and tools. Elsevier Butterworth-Heinemann.
   Google Scholar
• Buttle, F., & Burton, J. (2002). Does service failure influence customer loyalty? Journal of Consumer Behaviour, 1(3), 217–227. https://doi.org/https://doi.org/10.1002/cb.67
   Google Scholar
• Calantone, R. J., Cavusgil, S. T., & Zhao, Y. (2002). Learning orientation, firm innovation capability, and firm performance. Industrial Marketing Management, 31(6), 515–524. https://doi.org/https://doi.org/10.1016/S0019-8501(01)00203-6
   Web of Science ®Google Scholar
• Chandler, A. D., Hagström, P., & Sölvell, Ö. (Eds.). (1999). The dynamic firm: The role of technology, strategy, organization and regions. OUP Oxford.
   Google Scholar
• Chang, S., & Lee, M. S. (2008). The linkage between knowledge accumulation capability and organizational innovation. Journal of Knowledge Management, 12(1), 3–20. https://doi.org/https://doi.org/10.1108/13673270810852359
   Google Scholar
• Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM) People, process and technology. Business Process Management Journal, 9(5), 672–688. emeraldinsight.com https://doi.org/https://doi.org/10.1108/14637150310496758
   Google Scholar
• Chong, A. Y., Chan, F. T., Ooi, K. B., & Sim, J. J. (2011). Can Malaysian firms improve organizational/innovation performance via SCM? Industrial Management & Data Systems, 111(3), 410–431.
   Web of Science ®Google Scholar
• Chua, A. Y., & Banerjee, S. (2013). Customer knowledge management via social media: The case of Starbucks. Journal of Knowledge Management, 17(2), 237–249. https://doi.org/https://doi.org/10.1108/13673271311315196
   Web of Science ®Google Scholar
• Cohen, W. M., & Levinthal, D. A. (1990). Absorptive capacity: A new perspective on learning and innovation. Administrative Science Quarterly, 35(1), 128–152. https://doi.org/https://doi.org/10.2307/2393553
   Web of Science ®Google Scholar
• Constantinos, J. S., Christos, S., & Stafyla, A. (2003). CRM and customer‐centric knowledge management: An empirical research. Business Process Management Journal, 9(5), 617–634. https://doi.org/https://doi.org/10.1108/14637150310496721
   Google Scholar
• Damanpour, F., & Evan, W. E. (1984). Organizational innovation and performance: The problem of organizational lag. Administrative Science Quarterly, 29(3), 392–409. https://doi.org/https://doi.org/10.2307/2393031
   Web of Science ®Google Scholar
• Dawes, J. (1999). The relationship between subjective and objective company performance measures in market orientation research: Further empirical evidence. Marketing Bulletin-Department of Marketing Massey University, 10, 65–75.
   Google Scholar
• Dervitsiotis, K. (2010). Developing full-spectrum innovation capability for survival and success in the global economy. Total Quality Management & Business Excellence, 21(2), 159–170. https://doi.org/https://doi.org/10.1080/14783360903549865
   Web of Science ®Google Scholar
• Dewhurst, F., Martinez-Lorente, A. R., & Dale, B. G. (1999). Total quality management and information technologies: An exploration of the issues. International Journal of Quality & Reliability Management, 16(4), 392–406. https://doi.org/https://doi.org/10.1108/02656719910249333
   Google Scholar
• Fidel, P., Schlesinger, W., & Cervera, A. (2015). Collaborating to innovate: Effects on customer knowledge management and performance. Journal of Business Research, 68(7), 1426–1428. https://doi.org/https://doi.org/10.1016/j.jbusres.2015.01.026
   Web of Science ®Google Scholar
• Fidel, P., Schlesinger, W., & Emilo, E. (2018, October). Effects of customer knowledge management and customer orientation on innovation capacity and marketing results in SMES: The mediating role of innovation orientation. International Journal of Innovation Management, 22(7), 1850055. https://doi.org/https://doi.org/10.1142/S136391961850055X
   Web of Science ®Google Scholar
• Fruhling, A. L., & Siau, K. (2007). Assessing organizational innovation capability and its effect on e-commerce initiatives. The Journal of Computer Information Systems, 48(1), 133–145.
   Web of Science ®Google Scholar
• Gallego, J., Rubalcaba, L., & Hipp, C. (2013). Organizational innovation in small European firms: A multidimensional approach. International Small Business Journal: Researching Entrepreneurship, 31(5), 563–579. https://doi.org/https://doi.org/10.1177/0266242611430100
   Web of Science ®Google Scholar
• Garbarino, E., & Johnson, M. S. (1999, April). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70–87. https://doi.org/https://doi.org/10.1177/002224299906300205
   Web of Science ®Google Scholar
• Gil-Gomez, H., Guerola-Navarro, V., Oltra-Badenes, R., & Lozano-Quilis, J. A. (2020). Customer relationship management: Digital transformation and sustainable business model innovation. Economic Research-Ekonomska Istraživanja, 33(1), 2733–2750. https://doi.org/https://doi.org/10.1080/1331677X.2019.1676283
   Web of Science ®Google Scholar
• Gorry, G. A., & Westbrook, R. A. (2013). Customers, knowledge management, and intellectual capital. Knowledge Management Research & Practice, 11(1), 92–97. https://doi.org/https://doi.org/10.1057/kmrp.2012.14
   Web of Science ®Google Scholar
• Greenberg, P. (2001). Capturing and keeping customers in internet real time. McGraw-Hill.
   Google Scholar
• Guerola-Navarro, V., Oltra-Badenes, R. y., & Gil-Gomez, H. (2020b). Análisis de la relación entre el grado de introducción de CRM y los beneficios de la empresa a través del Desempeño Organizacional y la Innovación Empresarial. 3C Empresa. Investigación y Pensamiento Crítico, 9(1), 67–65. doi: https://doi.org/http://dx.doi.org/10.17993/3cemp.2018.070436.65-85. https://doi.org/https://doi.org/10.17993/3cemp.2020.090141.67-87
   Google Scholar
• Guerola-Navarro, V., Oltra-Badenes, R., Gil-Gomez, H., & Gil-Gomez, J. A. (2020a). Customer relationship management (CRM): A bibliometric analysis. International Journal of Services Operations and Informatics, 10(3), 242–268. https://doi.org/https://doi.org/10.1504/IJSOI.2020.108988
   Google Scholar
• Haislip, J. Z., & Richardson, V. J. (2017). The effect of customer relationship management systems on firm performance. International Journal of Accounting Information Systems, 27, 16–29. https://doi.org/https://doi.org/10.1016/j.accinf.2017.09.003
   Web of Science ®Google Scholar
• Hernández Sampieri, R., Fernández Collado, C., & Baptista Lucio, P. (1996). Metodología de la Investigación (Vol. XXVI). Mc. Graw Hill.
   Google Scholar
• Hsu, L. L. (2006). The impact of industrial characteristics and organizational climate on KMS and BIP-Taiwan bioscience industry. The Journal of Computer Information Systems, 46(4), 8–17.
   Web of Science ®Google Scholar
• Huang, D. Y., & Lin, C. Y. (2005). Customer-oriented financial service personalization. Industrial Management & Data Systems, 105(1), 26–44. https://doi.org/https://doi.org/10.1108/02635570510575171
   Web of Science ®Google Scholar
• Hult, G. T. M., Hurley, R. F., & Knight, G. A. (2004). Innovativeness: Its antecedents and impact on business performance. Industrial Marketing Management, 33(5), 429–438. https://doi.org/https://doi.org/10.1016/j.indmarman.2003.08.015
   Web of Science ®Google Scholar
• Hult, G. T., & Ketchen, D. J. (2001). Does market orientation matter? A test of the relationship between positional advantage and performance. Strategic Management Journal, 22(9), 899–906. https://doi.org/https://doi.org/10.1002/smj.197
   Web of Science ®Google Scholar
• Hurley, R. F., & Hult, G. T. M. (1998). Innovation, market orientation, and organizational learning: An integration and empirical examination. Journal of Marketing, 62(3), 42–54. https://doi.org/https://doi.org/10.2307/1251742
   Web of Science ®Google Scholar
• Hurt, H. T., Joseph, K., & Cook, C. D. (1977). Scales for the measurement of innovativeness. Human Communication Research, 4(1), 58–65. https://doi.org/https://doi.org/10.1111/j.1468-2958.1977.tb00597.x
   Google Scholar
• Joo, J. (2007). An empirical study on the relationship between customer value and repurchase intention in Korean internet shopping malls. The Journal of Computer Information Systems, 48(1), 53–62.
   Web of Science ®Google Scholar
• Karimi, R., Somers, T. M., & Gupta, Y. P. (2001). Impact of information technology management practices on customer service. Journal of Management Information Systems, 17(4), 125–158. https://doi.org/https://doi.org/10.1080/07421222.2001.11045661
   Web of Science ®Google Scholar
• Kebede, A. M., & Tegegne, Z. L. (2018). The effect of customer relationship management on bank performance: In context of commercial banks in Amhara Region. Ethiopia. Cogent Business & Management, 5(1), 1499183.
   Web of Science ®Google Scholar
• Keramati, A., Mehrabi, H., & Mojir, N. (2010). A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation. Industrial Marketing Management, 39(7), 1170–1185. https://doi.org/https://doi.org/10.1016/j.indmarman.2010.02.001
   Web of Science ®Google Scholar
• King, S. F., & Burgess, T. F. (2008). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37(4), 421–431. https://doi.org/https://doi.org/10.1016/j.indmarman.2007.02.005
   Web of Science ®Google Scholar
• Li, Y., Huang, J., & Song, T. (2019). Examining business value of customer relationship management systems: IT usage and two-stage model perspectives. Information & Management, 56(3), 392–402.
   Web of Science ®Google Scholar
• Lin, R. J., Chen, R. H., & Chiu, K. K. S. (2010). Customer relationship management and innovation capability: An empirical study. Industrial Management and Data Systems, 110(1), 111–133. https://doi.org/https://doi.org/10.1108/02635571011008434
   Google Scholar
• Lin, R. J., Chen, R. H., & Kuan-Shun Chiu, K. (2010). Customer relationship management and innovation capability: An empirical study. Industrial Management & Data Systems, 110(1), 111–133.
   Web of Science ®Google Scholar
• Li, S., Ragu-Nathan, B., Ragu-Nathan, T. S., & Rao, S. S. (2006). The impact of supply chain management practices on competitive advantage and organizational performance. Omega, 34(2), 107–124. https://doi.org/https://doi.org/10.1016/j.omega.2004.08.002
   Web of Science ®Google Scholar
• Massey, A. P., Montoya-Weiss, M., & Holcom, K. (2001). Re-engineering the customer relationship: Leveraging knowledge assets at IBM. Decision Support Systems, 32(2), 155–170. https://doi.org/https://doi.org/10.1016/S0167-9236(01)00108-7
   Web of Science ®Google Scholar
• Nakata, C., Zhu, Z., & Kraimer, M. L. (2008). The complex contribution of information technology capability to business performance. Journal of Managerial Issues, 20(4), 485–506.
   Google Scholar
• Narasimhan, R., Kim, S. W., & Tan, K. C. (2008). An empirical investigation of supply chain strategy typologies and relationships to performance. International Journal of Production Research, 46(18), 5231–5259. https://doi.org/https://doi.org/10.1080/00207540600847137
   Web of Science ®Google Scholar
• Panayides, P. (2006). Enhancing innovation capability through relationship management and implications for performance. European Journal of Innovation Management, 9(4), 466–483. https://doi.org/https://doi.org/10.1108/14601060610707876
   Google Scholar
• Ramani, G., & Kumar, V. (2008). Interaction orientation and firm performance. Journal of Marketing, 72(1), 27–45. https://doi.org/https://doi.org/10.1509/jmkg.72.1.027
   Web of Science ®Google Scholar
• Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of Marketing Research, 41(3), 293–305. https://doi.org/https://doi.org/10.1509/jmkr.41.3.293.35991
   Web of Science ®Google Scholar
• Rodriguez, A., Berezin, A., & Gorodnova, N. (2016). Risk analysis of public-private partnerships. In The 10th International Days of Statistics and Economics (pp. 1566–1575).
   Google Scholar
• Romano, A. C. Jr(2000, August 10–13). Customer relations management in information systems research. In H. M. Chung (Ed.), Proceedings of the Americas Conference in Information Systems (AMCIS) (pp. 811–819).
   Google Scholar
• Rong, G., Wang, M., & Liao, S. (2001). Building an ECRM analytical system with neural network. In AMCIS 2001 Proceedings, 178.
   Google Scholar
• Sahay, B. S., & Ranjan, J. (2008). Real time business intelligence in supply chain analytics. Information Management & Computer Security, 16(1), 28–48. https://doi.org/https://doi.org/10.1108/09685220810862733
   Google Scholar
• Scullin, S., Allora, J., Lloyd, G. O., & Fjermestad, J. (2002, April). Electronic customer relationship management: Benefits, considerations, pitfalls and trends [Paper presentation]. Proceedings of the is One World Conference (pp. 3–5). Las Vegas, Nevada.
   Google Scholar
• Shane, S. A., & Ulrich, K. T. (2004). Technological innovation, product development, and entrepreneurship in management science. Management Science, 50(2), 133–144. https://doi.org/https://doi.org/10.1287/mnsc.1040.0204
   Web of Science ®Google Scholar
• Sin, L. Y., Tse, A. C., & Yim, F. H. (2005). CRM: Conceptualization and scale development. European Journal of Marketing, 39(11–12), 1264–1290. https://doi.org/https://doi.org/10.1108/03090560510623253
   Web of Science ®Google Scholar
• Thompson, D. L. (1965). Survey data as evidence in trademark infringement cases. Journal of Marketing Research, 2(1), 64–73. https://doi.org/https://doi.org/10.1177/002224376500200110
   Web of Science ®Google Scholar
• Valmohammadi, C. (2017). Customer relationship management: Innovation and performance. International Journal of Innovation Science, 9(4), 374–395. https://doi.org/https://doi.org/10.1108/IJIS-02-2017-0011
   Web of Science ®Google Scholar
• Yechiam, E., Barron, G., Erev, I., & Erez, M. (2003). On the robustness and the direction of the effect of cause‐related marketing. Journal of Consumer Behaviour, 2(4), 320–332. https://doi.org/https://doi.org/10.1002/cb.111
   Google Scholar
• Zegarra Saldaña, A. (2014). La orientación al mercado y el efecto de la adopción de tecnologías Web 2.0 y el aprendizaje organizativo en la capacidad de innovación: Estudio empírico en empresas del sector hotelero de España [Doctoral dissertation]. Universitat Politècnica de València.
   Google Scholar