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

Aurora Garrido-Moreno, Nigel Lockett, Víctor García-Morales

Research output: Contribution to journalArticle

29 Citations (Scopus)

Abstract

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.
LanguageEnglish
Pages1031-1042
Number of pages12
JournalInformation & Management
Volume51
Issue number8
DOIs
Publication statusPublished - 1 Dec 2014

Fingerprint

Knowledge management
Hotels
Organizational commitment
Management commitment
Customer relationship management
Industry
Technology infrastructure

Keywords

  • customer relationship management (CRM)
  • knowledge management
  • organizational commitment
  • CRM technology infrastructure
  • CRM success

Cite this

Garrido-Moreno, Aurora ; Lockett, Nigel ; García-Morales, Víctor. / Paving the way for CRM success : the mediating role of knowledge management and organizational commitment. In: Information & Management. 2014 ; Vol. 51, No. 8. pp. 1031-1042.
@article{021910abcd3b46d4bae81679318a0b37,
title = "Paving the way for CRM success: the mediating role of knowledge management and organizational commitment",
abstract = "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.",
keywords = "customer relationship management (CRM), knowledge management, organizational commitment, CRM technology infrastructure, CRM success",
author = "Aurora Garrido-Moreno and Nigel Lockett and V{\'i}ctor Garc{\'i}a-Morales",
year = "2014",
month = "12",
day = "1",
doi = "10.1016/j.im.2014.06.006",
language = "English",
volume = "51",
pages = "1031--1042",
journal = "Information & Management",
issn = "0378-7206",
number = "8",

}

Paving the way for CRM success : the mediating role of knowledge management and organizational commitment. / Garrido-Moreno, Aurora; Lockett, Nigel; García-Morales, Víctor.

In: Information & Management, Vol. 51, No. 8, 01.12.2014, p. 1031-1042.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Paving the way for CRM success

T2 - Information & Management

AU - Garrido-Moreno, Aurora

AU - Lockett, Nigel

AU - García-Morales, Víctor

PY - 2014/12/1

Y1 - 2014/12/1

N2 - 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.

AB - 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.

KW - customer relationship management (CRM)

KW - knowledge management

KW - organizational commitment

KW - CRM technology infrastructure

KW - CRM success

U2 - 10.1016/j.im.2014.06.006

DO - 10.1016/j.im.2014.06.006

M3 - Article

VL - 51

SP - 1031

EP - 1042

JO - Information & Management

JF - Information & Management

SN - 0378-7206

IS - 8

ER -