Adoption of Ubiquitous Customer Relationship Management (uCRM) in Enterprise: Leadership Support and Technological Competence as Moderators

Q2 Business, Management and Accounting

Journal of Relationship Marketing Pub Date : 2020-04-02 DOI:10.1080/15332667.2019.1664870

Sheshadri Chatterjee, S. Ghosh, Ranjan Chaudhuri

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引用次数: 42

Abstract

Abstract Ubiquitous Customer Relationship Management (uCRM) signifies the realization of special characteristics, including proactiveness, context awareness, and mobility. This uCRM helps to enhance promptness and timeliness of the traditional system, thereby creating an environment associated with a state of being everywhere in no time and covering any device and any network. uCRM provides high personalization of service. The uCRM system has opened a new area of satisfaction for customers. Context awareness computing, a uCRM characteristic, is presumed to have enhanced benefits for a firm adopting uCRM in India. In this context, this study has taken a holistic attempt to analyze how technological competence and leadership support can enhance the business performance of a firm adopting uCRM. With input from literature studies, a hypothesis and a conceptual model have been formulated. Statistically, those have been validated with survey work considering 165 usable respondents from 22 different firms situated in three metropolitan cities in India. Results show that the effect of technological competence and leadership support positively help a uCRM-dependent firm towards achieving better business benefits. The study ends with a comprehensive conclusion.

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泛在客户关系管理(uCRM)在企业中的应用:领导支持和技术能力是调节因素

泛在客户关系管理(Ubiquitous Customer Relationship Management, uCRM)是指实现客户关系管理的主体性、情境感知性和移动性等特征。这种uCRM有助于提高传统系统的快速性和时效性，从而创造出一种随时随地、覆盖任何设备、任何网络的环境。uCRM提供高度个性化的服务。uCRM系统为客户打开了一个满意的新领域。上下文感知计算，uCRM的一个特征，被认为对在印度采用uCRM的公司有更大的好处。在此背景下，本研究采取了一个整体的尝试来分析技术能力和领导支持如何能够提高企业采用uCRM的业务绩效。在文献研究的基础上，提出了一个假设和概念模型。统计上，这些已经通过调查工作得到验证，调查工作考虑了来自印度三个大城市22家不同公司的165名可用受访者。结果表明，技术能力和领导支持的作用对依赖统一资源管理的企业获得更好的商业利益有积极的帮助。研究以一个全面的结论结束。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Relationship Marketing Business, Management and Accounting-Marketing

CiteScore

10.20

自引率

0.00%

发文量

期刊介绍： The Journal of Relationship Marketing is a quarterly journal that publishes peer-reviewed (double-blind) conceptual and empirical papers of original works that make serious contributions to the understanding and advancement of relationship and marketing theory, research, and practice. This academic journal is interdisciplinary and international in nature. Topics of interest (not limited to): Evolution and life cycle of RM; theoretical and methodological issues in RM; types of RM, networks and strategic alliances; internal communication, quality, trust, commitment, satisfaction, loyalty, and dissolution in RM; applications of RM in different disciplines and industries; international perspectives in RM; RM strategies in services economy, higher education, and e-commerce; RM, technology, and the Web; profitability and RM; case studies and best practices in RM. If you are interested in becoming an ad-hoc reviewer, please e-mail a brief statement indicating your area of expertise and interest along with a copy of your CV.