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Why does environmental uncertainty have a moderating effect on marketing performance? A comparative analysis of Indonesian and Thai service industries

Nuryakin, Fatmawat Indah, Siriyota Kumpanat

Engineering Management in Production and Services

2022

Vol. 14, no. 3

57--67

This study examined CRM’s effect on marketing performance and customer focus strategies. It also investigates the moderating role of environmental uncertainty in the relationship between CRM and customer focus on marketing performance. A quantitative research approach was used with a sample of the service industry in two countries, Indonesia and Thailand. The analysis unit was the manager responsible for customer relations. The number of examined surveys amounted to 406, with a distribution of 200 respondents from Thailand and 206 — from Indonesia. The purposive sampling approach was used. The study results indicated that CRM had a positive effect on marketing performance and customer focus. The latter positively affected marketing performance. The study also found that environmental uncertainty strengthened the relationship between CRM and the customer focus on marketing.

Network capability, relational capability and Indonesian manufacturing SME performance: an empirical analysis of the mediating role of product innovation

Faridah Naili, Nuryakin

Engineering Management in Production and Services

2021

Vol. 13, no. 1

41--52

The relational capability can create networks and build relationships to be an essential part of a company to improve business performance. This study aims to empirically prove the influence of knowledge sharing on product innovation, the effect of network capability on product innovation and business performance, the effect of relational ability on product innovation and business performance, and the effect of product innovation on business performance. The sample of this research was created from owners of batik manufacturing SMEs in Lasem, Rembang, Central Java. The study used SEM-PLS for analysis. The results found that (1) knowledge sharing had a positive and significant effect on product innovation; (2) network capability had a positive and significant impact on product innovation and business performance; (3) relational ability had a positive and significant effect on product innovation and business performance; (4) greater effect of product innovation affects business performance. The role of product innovation is to mediate between knowledge sharing and marketing performance. SMEs can improve business performance.