Paving the way for CRM success:the mediating role of knowledge management and organizational commitment

Garrido-Moreno, Aurora and Lockett, Nigel Jonathan and García-Morales, Víctor (2014) Paving the way for CRM success:the mediating role of knowledge management and organizational commitment. Information and Management, 51 (8). pp. 1031-1042. ISSN 0378-7206

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Abstract

Customer relationship management (CRM) has become one of the most influential technologies in the world, and companies are increasingly implementing it to create value. However, despite significant investment in CRM technology infrastructure, empirical research offers inconsistent support for its positive impact on performance. This study develops and tests a research model analyzing the process through which CRM technology infrastructure translates into organizational performance, drawing on the resource-based view (RBV) and the knowledge-based view (KBV) of the firm. Based on an international sample of 125 hotels, the results suggest that organizational commitment and knowledge management fully mediate this process.

Item Type:
Journal Article
Journal or Publication Title:
Information and Management
Uncontrolled Keywords:
/dk/atira/pure/subjectarea/asjc/1700/1710
Subjects:
ID Code:
79386
Deposited By:
Deposited On:
09 May 2016 10:18
Refereed?:
Yes
Published?:
Published
Last Modified:
16 Nov 2020 06:36