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

Garrido‐Moreno, Aurora; Lockett, Nigel; Morales, Victor Jesús García

doi:10.1016/j.im.2014.06.006

Cited by 86 publications

(61 citation statements)

References 63 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…The analyses indicated that there were strong relationships among the recognized factors throughout the model. This is in accord with References [16][17][18][19][20][21][22][23][24][25][26][27][28][29][30][31][32][33][34][35], who have theoretically hypothesized there are significant relationships between the strategic practices ( Table 2) and CRM results/success. Empirically, Yim et al [19] indicated these four critical dimensions significantly influence CRM results.…”

Section: Discussionsupporting

confidence: 88%

“…In the available literature, the principal components factor analysis, also known as component analysis with VARIMAX rotation has widely been used [18,19,21,25,28,31,40,41], which is in accord with the reviews of Conway and Huffcutt [38] and Plonsky and Gonulal [39] on the topic. The main advantage of this method is to consider the total variance and determines factors that include small proportions of unique variance.…”

Section: Selecting a Factor Methods And Specifying A Factor Matrixmentioning

confidence: 99%

“…Garrido-Moreno et al [31] To provide a research framework which draws the path from CRM technology infrastructure to CRM success. …”

Section: √ √ √ √mentioning

confidence: 99%

“…There are many evidences of the positive influence of KM on CRM success, and, consequently, the organizational performance internally and externally [16,17,[19][20][21][23][24][25][26][27][29][30][31][32][33][34][35]. From a viewpoint of CRM, knowledge can be regarded as the experiential learning for the sake of excellence [21].…”

Section: Knowledge Managementmentioning

confidence: 99%

See 3 more Smart Citations

Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

Gholami¹,

Saman²,

Mardani³

et al. 2018

Sustainability

View full text Add to dashboard Cite

Notwithstanding the research attention given to the importance and capability of the student relationship management strategy in higher education sustainability, there is no any systematic framework for implementation. This research as one of the preliminary studies has been undertaken to provide a structural framework of strategic practices for positioning this strategy at an operational level. In doing so, a methodological approach was implemented in two tiers. Firstly, a systematic review of the leading-edge literature on the customer relationship management systems was performed owing to the lack of significant research on the topic, as well as the structure and nature of the concept. Then, the principal components factor analysis with varimax rotation, which is a method of exploratory factor analysis was used to finalize the research. The findings revealed an articulated structural framework with five hypotheses, which may partially or fully be applied to narrow the major gap in the current knowledge. The measurement scale has also been developed for simplification in implementation of the application. Limitations and directions for future research were accordingly discussed.

show abstract

Section: Discussionsupporting

confidence: 88%

Section: Selecting a Factor Methods And Specifying A Factor Matrixmentioning

confidence: 99%

“…Garrido-Moreno et al [31] To provide a research framework which draws the path from CRM technology infrastructure to CRM success. …”

Section: √ √ √ √mentioning

confidence: 99%

Section: Knowledge Managementmentioning

confidence: 99%

See 2 more Smart Citations

Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

Gholami¹,

Saman²,

Mardani³

et al. 2018

Sustainability

View full text Add to dashboard Cite

show abstract

“…To find a complete set of CiRM oriented e-government maturity factors and construct a conseptual model, a wide range of literature on CRM, CiRM and e-government maturity factors and their measurement [12], [13], [14], [15], [16], [17] were reviewed. Those factors then were classified into four dimension (organization, service, interaction and citizen insight) according to.…”

Section: A Conceptual Model Developmentmentioning

confidence: 99%

Developing Citizen Relationship Management (CiRM) Oriented E-Government Maturity Model

Wulansari

Subriadi

2017

IJOE

View full text Add to dashboard Cite

AbstractCIRM (Citizen Relationship Management) has an important role in the government because it puts citizen in the best interests. So far the implementation of e-government only focused on the technology assimilation process. Since existing egovernment maturity assessment models only measure the ability of e-government technology, they lack in consideration towards citizen needs. Therefore an e-government maturity assessment model is developed by incorporating elements of CIRM. The model was developed through a grounded theory qualitative study approach. The object of this research is egovernment application owned by the city of Surabaya. This research developed CiRM oriented e-government maturity model consisted of organization, interaction, service and citizen insight dimensions. This model then was use d to assess the maturity of CiRM oriented e-government implementation of Surabaya Single Window (SSW) online service.

show abstract

Customer knowledge management antecedent factors: A systematic literature review

Khosravi

Hussin

2018

Knowl Process Manag

View full text Add to dashboard Cite

Customer knowledge (CK) is recognized as a critical organizational resource that provides competitive advantage. Capability of absorbing, sharing, and applying CK can be a challenge for organizations. Human, Organizational, and Technological conditions that facilitate CK management (CKM) are vital capabilities for organizations. This article intends to delve into the world of CKM by appraising and scrutinizing the present state of research and extracting organizational, individual, and technological CKM precursor factors. On the basis of a systematic literature review, this study gathers, integrates, and scrutinizes 66 papers pertaining to CKM precursor factors published during the period 2003–2016 on seven databases by adhering to a predefined review convention. The chosen articles have been appraised so as to mine pertinent information on a series of research questions. We noted a general rise in the number of related papers in the last 8‐year period. Selected articles have investigated CKM in 14 different contexts and 19 different countries. The result of extracting CKM antecedent factors shows that “Customer‐Centric Culture,” “Collaboration System,” and “CRM Technology Infrastructure” have the most frequency in the literature. However, “Intellectual Property,” “Program Champion,” and “Trust” are less iterative factors. Therefore, companies and researchers can use the result of this research for developing Human, Organization, and Technological capabilities in order to implement CKM successfully.

show abstract

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

Cited by 86 publications

References 63 publications

Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

Developing Citizen Relationship Management (CiRM) Oriented E-Government Maturity Model

Customer knowledge management antecedent factors: A systematic literature review

Contact Info

Product

Resources

About