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

被引：53

作者：

Garrido-Moreno, Aurora ^{[1
]}

Lockett, Nigel ^{[2
]}

Garcia-Morales, Victor ^{[3
]}

机构：

[1] Univ Malaga, Fac Social Studies & Social Work, E-29071 Malaga, Spain

[2] Univ Leeds, Leeds LS2 9JT, W Yorkshire, England

[3] Univ Granada, E-18071 Granada, Spain

来源：

INFORMATION & MANAGEMENT | 2014年 / 51卷 / 08期

关键词：

Customer relationship management (CRM); CRM success; CRM technology infrastructure; Organizational commitment; Knowledge management; CUSTOMER RELATIONSHIP MANAGEMENT; INFORMATION-TECHNOLOGY CAPABILITY; RESOURCE-BASED VIEW; SYSTEMS RESEARCH; FIRM; PERFORMANCE; IMPLEMENTATION; PERSPECTIVE; BEHAVIOR; IMPACT;

D O I：

10.1016/j.im.2014.06.006

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

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. (C) 2014 Elsevier B.V. All rights reserved.

引用

页码：1031 / 1042

页数：12

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