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Investigating the Impact of Big Data Analytics on Perceived Sales Performance: The Mediating Role of Customer Relationship Management Capabilities

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  • Muhammad Shahbaz
  • Changyuan Gao
  • Lili Zhai
  • Fakhar Shahzad
  • Adnan Abbas
  • Rimsha Zahid

Abstract

A persistent question for information technology researchers and practitioners is how big data analytics (BDA) can improve sales performance. Therefore, this study proposed a research model to investigate the impact of BDA on perceived sales performance in accordance with the resource-based view (RBV) and dynamic capability theory. The 416 valid responses collected from the employees of pharmaceutical organizations were analyzed using structural equation modelling to test the proposed research model. Results indicated that the BDA and customer relationship management (CRM) capabilities shared a strong positive impact on perceived sales performance. BDA, as organizational resources, creates organizational dynamic capabilities, such as CRM capabilities. BDA and CRM capabilities can influence perceived sales performance. Furthermore, CRM capabilities have a significant mediating impact on the relationships between BDA and perceived sales performance. This study also highlighted the practical and theoretical implications of the proposed model, the research limitations, and the future research directions.

Suggested Citation

  • Muhammad Shahbaz & Changyuan Gao & Lili Zhai & Fakhar Shahzad & Adnan Abbas & Rimsha Zahid, 2020. "Investigating the Impact of Big Data Analytics on Perceived Sales Performance: The Mediating Role of Customer Relationship Management Capabilities," Complexity, Hindawi, vol. 2020, pages 1-17, June.
    • Handle: RePEc:hin:complx:5186870
    DOI: 10.1155/2020/5186870
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    Cited by:

    1. Shahbaz, Muhammad & Zahid, Rimsha, 2022. "Probing the factors influencing cloud computing adoption in healthcare organizations: A three-way interaction model," Technology in Society, Elsevier, vol. 71(C).
    2. Shahbaz, Muhammad & Gao, Changyuan & Zhai, LiLi & Shahzad, Fakhar & Khan, Imran, 2021. "Environmental air pollution management system: Predicting user adoption behavior of big data analytics," Technology in Society, Elsevier, vol. 64(C).

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