More Web Proxy on the site http://driver.im/

research-article

The effects of customer relationship management relational information processes on customer-based performance

Authors:

Hsin Hsin Chang,

Po Wen FangAuthors Info & Claims

Decision Support Systems, Volume 66, Issue C

Pages 146 - 159

Published: 01 October 2014 Publication History

Abstract

This study investigated the influence of the completeness of CRM relational information processes on customer-based relational performance and profit performance. In addition, interaction orientation and CRM readiness were adopted as moderators on the relationship between CRM relational information processes and customer-based performance. Both qualitative and quantitative approaches were applied in this study. The results revealed that the completeness of CRM relational information processes facilitates customer-based relational performance (i.e., customer satisfaction, and positive WOM), and in turn enhances profit performance (i.e., efficiency with regard to identifying, acquiring and retaining, and converting unprofitable customers to profitable ones). The alternative model demonstrated that both interaction orientation and CRM readiness play a mediating role in the relationship between information processes and relational performance. Managers should strengthen the completeness and smoothness of CRM information processes, should increase the level of interactional orientation with customers and should maintain firm CRM readiness to service their customers. The implications of this research and suggestions for managers were also discussed. CRM relational info processes to customer-based profit performance via relational performance.Investigated CRM customer-based performance with qualitative and quantitative methods.Examined the moderating role of interaction orientation and CRM readiness.Emphasized the completing rule and reward mechanism of CRM system appropriateness.

References

[1]

S. Abdinnour-Helm, M.L. Lengnick-Hall, C.A. Lengnick-Hall, Pre-implementation attitudes and organizational readiness for implementing an enterprise resource planning system, European Journal of Operational Research, 146 (2003) 258-273.

[2]

P. Amit, N. Donthu, Y. Wei, Web site customer orientations, web site quality, and purchase intentions: the role of web site personality, Journal of Business Research, 62 (2008) 441-450.

[3]

J.U. Becker, G. Greve, S. Albers, The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention, International Journal of Research in Marketing, 26 (2009) 207-215.

[4]

T.M. Bodenberg, Customer Relationship Management: New Ways of Keeping the Customer Satisfied, The Conference Board, New York, 2001.

[5]

D. Bradshaw, C. Brash, Managing customer relationships in the e-business world: how to personalize computer relationships for increased profitability, International Journal of Retail and Distribution Management, 29 (2001) 520-529.

[6]

T.J. Brown, T.E. Barry, P.A. Dacin, R.F. Gunst, Spreading the word: investigating antecedents of consumers' positive word-of-mouth intentions and behaviors in a retailing context, Journal of the Academy of Marketing Science, 33 (2005) 123-138.

[7]

S.C.H. Chan, E.W.T. Ngai, A qualitative study of information technology adoption: how ten organizations adopted web-based training?, Information Systems Journal, 17 (2007) 289-315.

[8]

H.H. Chang, K.H. Wong, Adoption of e-procurement and participation of e-marketplace on firm performance: trust as a moderator, Information & Management, 47 (2010) 262-270.

Digital Library

[9]

H.H. Chang, P.W. Ku, Implementation of relationship quality for CRM performance: acquisition of BPR and organizational learning, Total Quality Management & Business Excellence, 20 (2009) 335-356.

[10]

H.H. Chang, Critical factors and benefits in the implementation of customer relationship management, Total Quality Management & Business Excellence, 18 (2007) 483-508.

[11]

Y. Chen, P. Li, K.R. Evans, Effects of interaction and entrepreneurial orientation on organizational performance: insights into market driven and market driving, Industrial Marketing Management, 41 (2012) 1019-1034.

[12]

T. Coltman, T.M. Devinney, D.F. Midgley, Customer relationship management and firm performance, Journal of Information Technology, 26 (2011) 205-219.

[13]

N.E. Coviello, R.J. Brodie, P.J. Danaher, W.J. Johnston, How firm relate to their markets: an empirical examination of contemporary marketing practices, Journal of Marketing, 66 (2002) 33-47.

[14]

G.S. Day, Creating a superior customer-relating capability, Sloan Management Review, 4 (2003) 77-83.

[15]

K. Eisenhardt, Building theories form case study research, Academy of Management Review, 14 (1989) 532-550.

[16]

A.B. Eisingerich, S. Auh, O. Merlo, Acta non verba?, The role of customer participation and word of mouth in the relationship between service firms' customer satisfaction and sales performance, Journal of Service Research, 17 (2014) 40-53.

[17]

B. Hillebrand, J.J. Nijholt, E.J. Nijssen, Exploring CRM effectiveness: an institutional theory perspective, Journal of the Academy Marketing Science, 39 (2011) 592-608.

[18]

C. Homburg, D. Mathias, D. Totzek, Customer prioritization: does it pay off and how should it be implemented?, Journal of Marketing, 72 (2008) 110-130.

[19]

C. Homburg, M. Muller, When does salespeople's customer orientation lead to customer loyalty? The differential effects of relational and functional customer orientation, Journal of the Academic Marketing Science, 39 (2011) 795-812.

[20]

S. Hung, W. Hung, C. Tsai, S. Jiang, Critical factors of hospital adoption on CRM system: organizational and information system perspectives, Decision Support Systems, 48 (2010) 592-603.

Digital Library

[21]

F. Jaramillo, D.B. Grisaffe, Does customer orientation impact objective sales performance?, Journal of Personal Selling & Sales Management, 29 (2009) 167-178.

[22]

S. Jayachandran, S. Sharma, P. Kaufman, P. Raman, The role of relational information processes and technology use in customer relationship management, Journal of Marketing, 69 (2005) 177-192.

[23]

A. Keramati, H. Mehrabi, N. Mojir, A process-oriented perspective on customer relationship management and organizational performance: an empirical investigation, Industrial Marketing Management, 39 (2010) 1170-1185.

[24]

E. Kim, S. Ham, I.S. Yang, J.G. Choi, The roles of attitude, subjective norm, and perceived behavioral control in the formation of consumers' behavioral intentions to read menu labels in the restaurant industry, International Journal of Hospitality Management, 35 (2013) 203-213.

[25]

H. Kim, Y. Kim, A CRM performance measurement framework: its development process and application, Industrial Marketing Management, 38 (2009) 477-489.

[26]

V. Kumar, W. Reinartz, Customer Relationship Management, John Wiley & Sons, New Jersey, 2006.

[27]

R. Lancioni, M. Smith, A. Stein, Industrial organization and customer relationship management, Journal of Management & Public Policy, 1 (2009) 57-88.

[28]

J. Lee, J.N. Lee, Understanding the product information inference process in electronic word-of-mouth: an objectivity-subjectivity dichotomy perspective, Information & Management, 46 (2009) 302-311.

Digital Library

[29]

M. Maleki, D. Anand, The critical success factors in customer relationship management implementation, Journal of Marketing & Communication, 4 (2008) 67-80.

[30]

E.W.T. Ngai, L. Xiu, D.C.K. Chau, Application of data mining techniques in customer relationship management: a literature review and classification, Expert Systems with Applications, 36 (2009) 2592-2602.

Digital Library

[31]

C.H. Noble, R.K. Sinha, A. Kumar, Market orientation and alternative strategic orientations, Journal of Marketing, 66 (2002) 25-39.

[32]

R. Palanisamy, Organizational culture and knowledge management in ERP implementation: an empirical study, Journal of Computer Information Systems, 48 (2007) 100-120.

[33]

A. Payne, P. Frow, Customer relationship management: from strategy to implementation, Journal of Marketing Management, 22 (2006) 135-168.

[34]

A. Persson, Profitable customer management: reducing costs by influencing customer behavior, European Journal of Marketing, 47 (2013) 857-876.

[35]

A. Poddar, N. Donthu, Y. Wei, Web site customer orientations, web site quality, and purchase intentions: the role of web site personality, Journal of Business Research, 62 (2008) 441-450.

[36]

P.M. Podsakoff, S.B. MacKenzie, J.-Y. Lee, N.P. Podsakoff, Common method biases in behavioral research: a critical review of the literature and recommended remedies, Journal of Applied Psychology, 88 (2003) 879-903.

[37]

G. Ramani, V. Kumar, Interaction orientation and firm performance, Journal of Marketing, 72 (2008) 27-45.

[38]

W.J. Reinartz, M. Karfft, W.D. Hoyer, The customer relationship management process: its measurement and impact on performance, Journal of Marketing Research, 41 (2004) 293-305.

[39]

W.J. Reinartz, V. Kumar, The impact of customer relationship characteristics on profitable lifetime duration, Journal of Marketing, 67 (2003) 77-99.

[40]

A. Sen, A.P. Sinha, IT alignment strategies for customer relationship management, Decision Support Systems, 51 (2011) 609-619.

Digital Library

[41]

J. Shyu, W. Chang, H. Ko, Comparative analysis of experience-oriented customer needs and manufacturer supplies based on the Kano Model, Total Quality management & Business Excellence, 24 (2013) 1272-1287.

[42]

J. Spiller, A. Vlasic, P. Yetton, Post-adoption behavior of users of Internet service providers, Information & Management, 44 (2007) 302-311.

Digital Library

[43]

C.H. Su, A. Tsai, C.L. Hsu, The TQM extension: total customer relationship management, Total Quality Management & Business Excellence, 21 (2010) 79-92.

[44]

Y. Su, T.M.Y. Lin, S. Chang, Exploring the impact factor of positive word-of-mouth influences satisfied customers, Total Quality Management & Business Excellence, 15 (25 Sept 2013).

[45]

M. Tsai, K. Lai, W. Hsu, A study of the institutional factors influencing the adoption intention of RFID by suppliers, Information & Management, 50 (2013) 59-65.

Digital Library

[46]

R. Venkatesan, V. Kumar, A customer lifetime value framework for customer selection and resource allocation strategy, Journal of Marketing, 68 (2004) 106-125.

[47]

C. Wang, K. Chen, S. Chen, Total quality management, market orientation and hotel performance: the moderating effects of external environmental factors, International Journal of Hospitality Management, 31 (2012) 119-129.

[48]

M. Wang, An evaluation of customer relationship management in hospital-based and privately run nursing homes in Taiwan, Total Quality Management & Business Excellence, 24 (2013) 1004-1021.

[49]

Y. Wang, H. Feng, Customer relationship capabilities. Measurement, antecedents and consequences, Management Decision, 50 (2012) 115-129.

[50]

Y. Yang, Service capabilities and customer relationship management: an investigation of the banks in Taiwan, The Service Industries Journal, 32 (2012) 937-960.

[51]

R.K. Yin, Case Study Research: Design and Methods, Sage Publications, California, 2003.

Cited By

Chang HWong KEng CChen S(2018)Consumption Value and Social Capital on Sense of Virtual Community Toward Value of Co-Created InformationJournal of Organizational and End User Computing10.4018/JOEUC.201801010330:1(44-65)Online publication date: 21-Dec-2018
https://dl.acm.org/doi/10.4018/JOEUC.2018010103
Zhu ZZhao JTang XZhang Y(2018)Leveraging e-business process for business valueInformation and Management10.1016/j.im.2015.05.00452:6(679-691)Online publication date: 31-Dec-2018
https://dl.acm.org/doi/10.1016/j.im.2015.05.004

The effects of customer relationship management relational information processes on customer-based performance
1. Applied computing
  1. Enterprise computing

Recommendations

A Customer Management Dilemma: When Is It Profitable to Reward One's Own Customers?

This study attempts to answer a basic customer management dilemma facing firms: when should the firm use behavior-based pricing BBP to discriminate between its own and competitors' customers in a competitive market? If BBP is profitable, when should the ...
Electronic Customer Relationship Management (E-CRM) and Customer Loyalty: The Mediating Role of Customer Satisfaction in the Banking Industry

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered ...
Building Brand Equity through Perfect Customer Relationship Management
ICIII '10: Proceedings of the 2010 3rd International Conference on Information Management, Innovation Management and Industrial Engineering - Volume 01

Brands are important tools attracting customers to purchase. The purpose of this article is to address how to build brand equity through CRM and customer service. CRM creates value for customers and firms. CRM increases customers’ brand awareness, brand ...

Comments

Please enable JavaScript to view thecomments powered by Disqus.

Information & Contributors

Information

Published In

cover image Decision Support Systems

Decision Support Systems Volume 66, Issue C

October 2014

196 pages

ISSN:0167-9236

Issue’s Table of Contents

Copyright © Elsevier B.V.

Publisher

Elsevier Science Publishers B. V.

Netherlands

Publication History

Published: 01 October 2014

Author Tags

Qualifiers

Research-article

Contributors

Other Metrics

View Article Metrics

Bibliometrics & Citations

Bibliometrics

Article Metrics

2
Total Citations
View Citations
0
Total Downloads

Downloads (Last 12 months)0
Downloads (Last 6 weeks)0

Reflects downloads up to 28 Jan 2025

Other Metrics

View Author Metrics

Citations

Cited By

Chang HWong KEng CChen S(2018)Consumption Value and Social Capital on Sense of Virtual Community Toward Value of Co-Created InformationJournal of Organizational and End User Computing10.4018/JOEUC.201801010330:1(44-65)Online publication date: 21-Dec-2018
https://dl.acm.org/doi/10.4018/JOEUC.2018010103
Zhu ZZhao JTang XZhang Y(2018)Leveraging e-business process for business valueInformation and Management10.1016/j.im.2015.05.00452:6(679-691)Online publication date: 31-Dec-2018
https://dl.acm.org/doi/10.1016/j.im.2015.05.004

View Options

View options

Figures

Tables

Media

View Issue’s Table of Contents