Customer Relationship Management Activities and Operational Performance in Taiwan Engineering Consultant Companies
DOI:
https://doi.org/10.18533/ijbsr.v5i10.871Keywords:
Customer relationship management, market orientation, operational performance.Abstract
This study uses the engineering consultant company as the research subject to discuss effect of the market orientation and the information technology involvement on the customer relationship management activities execution degree, as well as the correlation between the customer relationship management activities execution degree and the operating performance. The research results show: the higher degree of customer relationship management activities execution has a significant and positive effect on the operational performance; execution of the market orientation helps to carry out the customer relationship management activities; the higher degree of the information technology involvement has a significant and positive effect on the degree of the customer relationship management activities execution. The engineering consultant company can adopt the market orientation strategy as well as strengthen the degree of the information technology involvement to promote the operational performance by carrying out the customer relationship management activities.
References
Baker, W.E., & Sinkula, J.M. (1999). Learning orientation, market orientation, and innovation: Integrating and extending models of organizational performance. Journal of Market Focused Management, 4(4), 295-308.
Caldwell, J. (2000). Building a sustainable E-Business CRM strategy. Agency Sales Magazine, 30(5), 23-27.
Chen, J.S., & Ching, R.K.H.(2004). An empirical study of the relationship of IT intensity and organizational absorptive capacity on CRM performance, Journal of Global Information Management, 12(1), 1-17.
Chen, J.H., Yan, H.R., Ji, C.H.,& Liu, Y.J. (2004), Effect of the Market Orientation on the Customer Relationship Management Implementation and Performance, Electronic Commerce Studies, 2(4), pp.425-448.
Chow, C.W., Haddad, K.M., & Wu, A., (2003). Corporate Culture and Its Relation to Performance: A Comparative Study of Taiwanese and U.S. Manufacturing Firms. Managerial Finance, 29(12), 65-76.
Christy, R., Oliver. G., & Penn, J. (1996). Relationship Marketing in Consumer Markets, Journal of Marketing Management, 12(12), 175-187.
Cooper, B.L., Watson, H.J., Wixom, B.H. & Goodhue, D.L. (2000). Data warehousing supports corporate strategy at First American Corporation. MIS Quarterly, 24(4), 547-567.
Croteau, A.M., & Bergeron, F. (2001). An information technology trilogy: business strategy, technological deployment and organizational performance. Journal of Strategic Information Systems, 10(2), 77-99.
Han, J.K., Kim, N., & Srivastava, R.K.(1998). Market orientation and organizational performance: Is innovation a missing link?. Journal of Marketing, 62(10), 30-45.
Hurley, R.F., & Hult, G.T.M. (1998). Innovation, Market Orientation and Organizational Learning: An Integration and Emprical Examination. Journal of Marketing, 62(3), 42-54.
Jaakkola, M., Frösen, J., Santala, M., & Vassinen, A. (2009). Market orientation and business performance: mediating effect of core business processes, Proceedings of the Marketing Trends 2009 Congress, 16-17 January, 2009, Paris, France.
Kirca, A.H., Jayachandran, S. & Bearden, W.O. (2005). Market orientation: A meta-analytic review and assessment of its antecedents and impact on performance. Journal of Marketing, 69 (2), 24-41.
Kalakota, R.,& Robinson, M. (1999). e-Business: Roadmap for Success, Addison-Wesley Longman.
Kandell, J.(2000). CRM, ERM One-to-One Decoding Relationship Management. Theory and Technology, Trusts & Estates, 139(4), 49-53.
Kohli, A.K.,& Jaworski, B.J. (1990). Market orientation: the construct, research propositions, and managerial implications, Journal of Marketing, 54(2), 1-18.
Ko, E., Kim, S.H., Kim, M., & Woo, J.Y. (2008). Organizational characteristics and the CRM adoption process. Journal of Business Research, 61(1), 65-74.
Krishnan, M. S., Ramaswamy, V., Meyers, M.C. & Damien, P. (1999). Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology. Management Science, 45(9), 1194-1209.
Li, M.H. (2006), Effect of Information Technology Input, Communication and Innovation on the Participatory Budget System and Performance – a Case Study of the Tourist Hotels in Taiwan, Master’s Thesis, Guaduare School of Business Administration, National Dong Hwa University.
Linoff, G. (1999). The Two Customer Lifecycles. Intelligent Enterprise, 2(16), 8-13.
Lukas B.A.,& Ferrell, O.C. (2000). The Effect of Market Orientation on Product Innovation. Journal of the Academy of Marketing Science, 28(2), 239-247.
Menguc, B.,& Auh, S. (2006), Creating a Firm-Level Dynamic Capability through Capitalizing on Market Orientation and Innovativeness, Journal of the Academy of Marketing Science, 34 (1), 63-73.
Meso, P., &Smith, R. (2000). A resource-based view of organizational knowledge management system. Journal of knowledge management, 4(13), 224-234.
Miller, J.,& Doyle, B.A. (1987). Measuring the Effectiveness of Computer-Based Information Systems in the Financial Services Sector. MIS Quarterly, 11(1), 107-124.
Narver, J.C.,& Slater, S.F. (1990). The effect of a market orientation on business profitability. Journal of Marketing, 54 (4), 20-35.
Nunnally, J. (1978). Psychometric Theory (2d ed). New York: McGraw-Hill.
Ott, J. (2000). Successfully development and Implementing Continuous relationship management. e-Business executive report, 26-30.
Pelham, A.M. (2000). Market Orientation and Other Potential Influences on Performance in Small and Medium-Sized Manufacturing Firms. Journal of small Business Management, 38(1), 48-67.
Peppard, J. (2000). Customer relationship management (CRM) in financial services. European Management Journal, 18 (3), 312-327.
Peppers, D., Rogers, M., & Dorf, B. (1999). Is Your Company Ready for One-to-One Marketing? Harvard Business Review, 77(1), 151-160.
Ratcliff, P. (2000), Managing deeper relationship, Mortgage Banking, 60(6), 94-100.
Roberts, C.B. (1996). The Impact of Information Technology on the Management of System Design. Technology in Society, 18(3), 333-355.
Sakaguchi, T. & Dibrell, C. (1998). Measurement of the intensity of global information technology usage: Quantitizing the value of a firm's information technology. Industrial Management & Data Systems, 98 (8): 380-394.
Shrader, R.C. (2001). Collaboration and Performance in Foreign Markets: The Case of Young High-Technology Manufacturing Firms, Academy of Management Journal, 44(1), 45-60.
Swift, R.S. (2001). Accelerating Customer Relationship: Using CRM and Relationship Technology. New Jersey: Prentice Hall.
Sohal, A. S., Moss, S., & Ng, L. (2001). Comparing IT success in manufacturing and service industries. International Journal of Operations and Production Management, 21(1/2), 30-45.
Su, C.T., Li, S.C. & Su, C.H. (2003). An empirical study of the Taiwan National Quality Award causal model. TQM & Business Excellence, 14(8), 875-893.
Swift, R.S. (2001). Accelerating Customer Relationship: Using CRM and Relationship Technology. New Jersey: Prentice Hall
Tippins, M.J.,& Sohi, R.S.(2003). IT competency and firm performance: Is organizational learning a missing link?. Strategic Management Journal, 24(8), 745-761.
Tiwana, A. (2001). The Essential Guide to Knowledge Management: E-business and CRM Applications. Upper Saddle River, NJ, Prentice Hall.
Yim, F.H, Anderson, R.E., & Swaminathan, S. (2004). Customer relationship management: its dimensions and effect on customer outcomes. Journal of Personal Selling & Sales Management, 24(4), 263-278.
Downloads
Published
Issue
Section
License
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
