CRM应用程序建模及其对关系结果的影响：B2B关系视角

Q2 Business, Management and Accounting

International Journal of Electronic Customer Relationship Management Pub Date : 2018-11-30 DOI:10.1504/IJECRM.2018.10017457

W. John

{"title":"CRM应用程序建模及其对关系结果的影响：B2B关系视角","authors":"W. John","doi":"10.1504/IJECRM.2018.10017457","DOIUrl":null,"url":null,"abstract":"Recently, CRM has been a buzzword among scholars and practitioners and has been studied quite extensively from different perspectives and with a variety of dimensions. It has been linked to a superior performance on one hand while as some evidence have revealed poor performance from CRM implementation and the question remains in what way CRM may provide superior business performance. Through a conceptual framework, the current study postulates CRM applications (CRMA) as is a measure of CRM functionality. Further, the study examines the possible positive link between the CRM functionality, i.e., the extent and variety of CRM software applications used in an organisation and the performance outcomes. The conceptual framework is tested using structural equation modelling (SEM). Further, the implications for theory and practice are presented.","PeriodicalId":39480,"journal":{"name":"International Journal of Electronic Customer Relationship Management","volume":"11 1","pages":"347"},"PeriodicalIF":0.0000,"publicationDate":"2018-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"2","resultStr":"{\"title\":\"Modelling CRM applications and its impact on relationship outcomes: a B2B relationship perspective\",\"authors\":\"W. John\",\"doi\":\"10.1504/IJECRM.2018.10017457\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Recently, CRM has been a buzzword among scholars and practitioners and has been studied quite extensively from different perspectives and with a variety of dimensions. It has been linked to a superior performance on one hand while as some evidence have revealed poor performance from CRM implementation and the question remains in what way CRM may provide superior business performance. Through a conceptual framework, the current study postulates CRM applications (CRMA) as is a measure of CRM functionality. Further, the study examines the possible positive link between the CRM functionality, i.e., the extent and variety of CRM software applications used in an organisation and the performance outcomes. The conceptual framework is tested using structural equation modelling (SEM). Further, the implications for theory and practice are presented.\",\"PeriodicalId\":39480,\"journal\":{\"name\":\"International Journal of Electronic Customer Relationship Management\",\"volume\":\"11 1\",\"pages\":\"347\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2018-11-30\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"2\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International Journal of Electronic Customer Relationship Management\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1504/IJECRM.2018.10017457\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q2\",\"JCRName\":\"Business, Management and Accounting\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Electronic Customer Relationship Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1504/IJECRM.2018.10017457","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"Business, Management and Accounting","Score":null,"Total":0}

引用次数: 2

摘要

近年来，CRM已经成为学者和从业者的热门话题，并从不同的角度和不同的维度进行了广泛的研究。一方面，它与卓越的业绩有关，而一些证据表明，CRM实施的业绩不佳，问题仍然是CRM可以以何种方式提供卓越的业务业绩。通过一个概念框架，当前的研究假设CRM应用程序（CRMA）是CRM功能的一种衡量标准。此外，该研究考察了CRM功能（即组织中使用的CRM软件应用程序的范围和种类）与绩效结果之间可能存在的积极联系。使用结构方程建模（SEM）对概念框架进行了测试。此外，还提出了对理论和实践的启示。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

查看原文本刊更多论文

Modelling CRM applications and its impact on relationship outcomes: a B2B relationship perspective

Recently, CRM has been a buzzword among scholars and practitioners and has been studied quite extensively from different perspectives and with a variety of dimensions. It has been linked to a superior performance on one hand while as some evidence have revealed poor performance from CRM implementation and the question remains in what way CRM may provide superior business performance. Through a conceptual framework, the current study postulates CRM applications (CRMA) as is a measure of CRM functionality. Further, the study examines the possible positive link between the CRM functionality, i.e., the extent and variety of CRM software applications used in an organisation and the performance outcomes. The conceptual framework is tested using structural equation modelling (SEM). Further, the implications for theory and practice are presented.

求助全文

通过发布文献求助，成功后即可免费获取论文全文。去求助

来源期刊

International Journal of Electronic Customer Relationship Management Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

1.30

自引率

0.00%

发文量

期刊介绍： The aim of IJECRM is to provide an international forum and refereed reference in the field of electronic customer relationship management (ECRM). It also addresses the interaction, collaboration, partnership and cooperation between small and medium sized enterprises (SMEs) and larger enterprises in a customer relationship. More innovative analysis and better understanding of the complexity involved in a customer relationship are essential in today''s global businesses. Therefore, manuscripts offering theoretical, conceptual, and practical contributions for ECRM are encouraged. Topics covered include: -Electronic customer relationship management (ECRM) -CRM strategy, marketing, technology and software -Custom marketing and sales management -Customer lifetime value, loyalty, satisfaction, behaviour, databases -Issues for implementing CRM systems/solutions for CRM problems -Tools for capturing customer information, managing/sharing customer data -Partner relationship management, strategic alliances/ partnerships -Business to business market (B2B), business to consumer market (B2C) -Enterprise resource planning (ERP) -Supply chain dynamics and uncertainty, supplier relationship management (SRM) -E-commerce customer relationships on the internet -Supply chain management, channel management, demand chain management -Manufacturing, logistics and information technology/systems -Supplier and distribution networks, international issues -Performance measurement/indicators, research, modelling