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

Hsin Hsin Chang, Kit Hong Wong, Po Wen Fang

Research output: Contribution to journalArticlepeer-review

31 Citations (Scopus)

Abstract

This study investigated the influence of the completeness of CRMrelational information processes on customerbased 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 customerbased performance. Both qualitative and quantitative approacheswere applied in this study. The results revealed that the completeness of CRMrelational 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.

Original languageEnglish
Pages (from-to)146-159
Number of pages14
JournalDecision Support Systems
Volume66
DOIs
Publication statusPublished - 2014 Oct

All Science Journal Classification (ASJC) codes

  • Management Information Systems
  • Information Systems
  • Developmental and Educational Psychology
  • Arts and Humanities (miscellaneous)
  • Information Systems and Management

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