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

• Autorzy: Tworek Katarzyna , Sałamacha Anna

Identyfikatory

DOI

10.2478/emj-2019-0024

• Języki publikacji: EN

Abstrakty

EN

This article mainly aims to verify the role of IT reliability as the factor potentially strengthening the CRM influence on organisational performance and conclude whether the IT reliability is indeed an important factor shaping the CRM ability to generate value for an organisation. Methodology. The empirical research was conducted to verify the existence of such a relation. The research was carried out based on the survey performed among organisations, and the sample included 558 entities from Poland and 564 from Switzerland. The statistical analysis of the obtained results was carried out using regression analysis with the moderator. Results. The obtained models clearly show that IT reliability is a moderator of the relation between CRM time-of-use and the organisational performance. The theoretical contribution. The obtained results clearly confirm that the existing IT solutions should support CRM, and with such support, this management method is positively influencing the organisational performance. Such a conclusion seems to be an important contribution to the studied field of research, filling the research gap concerning the mechanism of IT support for CRM. It remains consistent with the views from the literature and contributes to their extension.

Słowa kluczowe

EN

management; customer relationship management; IT in an organisation; IT reliability; organisational performance

PL

zarządzanie; menedżer ds. relacji z klientami; IT w organizacji; niezawodność IT; wydajność organizacyjna

• Wydawca: Oficyna Wydawnicza Politechniki Białostockiej
• Czasopismo: Engineering Management in Production and Services
• Rocznik: 2019
• Tom: Vol. 11, no. 3
• Strony: 96--105
• Opis fizyczny: Bibliogr. 44 poz., rys., tab.

Twórcy

autor

Tworek Katarzyna

• Wrocław University of Science and Technology, Poland

autor

Sałamacha Anna

• Wrocław University of Science and Technology, Poland

Bibliografia

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