CRM influence on organisational performance — the moderating role of IT reliability

Tworek, Katarzyna; Sałamacha, Anna

doi:10.2478/emj-2019-0024

Cited by 9 publications

(8 citation statements)

References 42 publications

(48 reference statements)

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“…The difficult conditions of the modern economy have placed organizational performance at the center of modern organizations’ attention [ 2 , 12 ], in particular as a vital part of monitoring organizations’ progress [ 13 ]. It is also worth noting that in the field of management sciences, it has become a construct which is receiving a lot of attention [ 14 – 17 ]. Organizational performance is defined as the ability to acquire and transform various types of resources (including human, financial or technical) in order to carry out tasks and achieve the goals of the organization [ 18 ].…”

Section: Theoretical Backgroundmentioning

confidence: 99%

COVID-19 oriented HRM strategies influence on job and organizational performance through job-related attitudes

et al. 2022

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The COVID-19 crisis forced many changes to occur within organizations, which were necessary to keep the continuance of the organization’s operations. Job performance seems to be an important factor determining such continuance, through its influence on the performance of entire organization. Shaping and keeping job performance in times of COVID-19 pandemic was a challenge for organizations, due to its negative impact on employees, causing their stress or lack of sense of security. There is a growing role of HRM specialists in appropriately shaping HRM strategies that can positively shape job-related attitudes, resulting in enhanced job performance during such difficult times. Therefore, this study aims to explain the role of COVID-19 oriented HRM strategies in shaping job performance through job-related attitudes such as work motivation, job satisfaction, and organizational commitment in a time of crisis occurring in the organization due to the COVID-19 pandemic. The study was conducted among 378 organizations operating in Poland during 2nd wave of COVID-19 pandemic. To verify the hypotheses, descriptive statistics were calculated using IBM SPSS and path analysis was performed using IBM AMOS. The result shows that combined set of "hard" HRM strategies related to the financial aspects and "soft" HRM strategies related to keeping employees’ wellbeing during the crisis gives the best results in shaping job performance through job-related attitudes and consequently strengthening organizational performance. This study contributes to the knowledge concerning the development of COVID-19 oriented HRM strategies, which may also have practical application.

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Section: Theoretical Backgroundmentioning

confidence: 99%

COVID-19 oriented HRM strategies influence on job and organizational performance through job-related attitudes

et al. 2022

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“…A concise definition of controlling is provided by Robbins & Coulter (2018), which define controlling as a process of monitoring, comparing, and correcting work and business performance. According to Tworek & Sałamacha (2019), controlling is currently often implemented as a management-support method, which, raises certain controversies associated with its practical perception and use. These controversies primarily result from the multithreaded history of controlling, which promotes differences in the perception around the world (Mocanu, 2014).…”

Section: Literature Reviewmentioning

confidence: 99%

How do high-performance manufacturing enterprises differ from others with respect to the essence and use of controlling?

Potkány,

Musa,

Schmidtová

et al. 2023

Journal of International Studies

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Controlling is perceived differently in practice and the range of practical tools often determines its essence. The aim of this study is to identify whether the performance indicator of manufacturing enterprises is a classifying factor in that involves the practical use of controlling. A total of 357 manufacturing enterprises were interviewed through a questionnaire by means of stratified sampling in 2021/22 and a Chi-square goodness-of-fit test was used to test the representativeness. Pearson's chi-square test, interval estimates of proportions, and z-test were used to test the hypotheses. The results revealed a significant dependence between the performance level of manufacturing enterprises measured by profit and the use of a wider range of controlling tools, as well as between the capital structure and the complexity of compiling a controlling report. The findings suggest that there are considerable gaps in the potential application of controlling in manufacturing enterprises, both in terms of the many controlling tools and in terms of using a higher level of the control function through controlling reports. Should these gaps be eliminated, the performance potential of enterprises would undoubtedly increase and overall decision-making would improved.

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“…They point out that "CRM brings together people, technology and organizational capabilities to ensure connectivity between the company, its customers and collaborating firms". Similarly, the research by Tworek and Sałamacha (2019), which involved a group of 558 entities from Poland and 564 from Switzerland, stresses that reliable IT solutions are a factor that strengthens the impact of the CRM on the organization's performance.…”

Section: Impact Of the Crm On Organizational Effectiveness And Performentioning

confidence: 99%

Impact of the CRM System and Time Management on Organizational Effectiveness and Performance: Case Study of an E-Commerce Micro Enterprise

Januszewski¹,

Krupcała²

2021

ERSJ

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Purpose: The main goal of the study is to examine the impact of the implementation of the Customer Relationship Management (CRM) system and Time Management (TM) tools on organizational effectiveness and performance (OEP). A literature review provides the background for presenting the results of own research performed for an e-commerce microenterprise. Design/Approach/Methodology: The empirical research involved a case study with the use of participant observation method and direct unstructured interview. The participant observation results were compared with the results of a direct interview with the CEO of the company and discussed against the background of the research results in the literature. Findings: The research has shown a significant impact of the CRM system on increasing the OEP. There were also differences in the perception of TM's impact on the OEP, the people who did not have TM tools in place used the CRM less and were not able to benefit from the CRM potential. It also became one of the reasons for the failure of the first CRM implementation in the company. In addition, the lack of knowledge of IT management support tools, training, as well as the non-intuitive nature of the CRM system resulted in barriers preventing a further use of the system. Practical Implications: The results indicate what TM functions of the CRM system can be useful to improve the work organization and to increase the OEP of a micro enterprise. Originality/Value: The impact of the simultaneous use of the CRM system and TM tools on OEP has not been described in the literature. The previous studies concerned mainly the impact of the CRM on organizational performance or the TM on the sales team's performance. No article was devoted to the application of CRM and/or TM in a microenterprise. The value of the article results from pointing out the synergy effect from the combination of CRM and TM tools.

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CRM influence on organisational performance — the moderating role of IT reliability

Cited by 9 publications

References 42 publications

COVID-19 oriented HRM strategies influence on job and organizational performance through job-related attitudes

COVID-19 oriented HRM strategies influence on job and organizational performance through job-related attitudes

How do high-performance manufacturing enterprises differ from others with respect to the essence and use of controlling?

Impact of the CRM System and Time Management on Organizational Effectiveness and Performance: Case Study of an E-Commerce Micro Enterprise

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