The impact of firm-level and project-level it capabilities on CRM system quality and organizational productivity

Samppa Suoniemi,Harri Terho,Alex Zablah,Rami Olkkonen,Detmar W. Straub

Journal of Business Research（2021）

引用 37|浏览7

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摘要

•Extend CRM research in marketing backwards into system implementation phase.•Advance IS literature by bridging strategic and operational IT capability views.•Conceptualize a parsimonious view of CRM system capability (CRMSC)•Show how firm-level IT capabilities enable operational-level CRMSC capability.•Posit the CRMSC resources for a high quality system and thus productivity.

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关键词

CRM systems,Resource-based view,IT capabilities,System quality,Organizational performance,PLS

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