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Customer Relationship Management Activities and Operational Performance in Taiwan Engineering Consultant Companies

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  • Yi-Chan Chung

    (Department of Business Administration, Yuanpei University of Medical Technology, Taiwan,)

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.

Suggested Citation

  • Yi-Chan Chung, 2015. "Customer Relationship Management Activities and Operational Performance in Taiwan Engineering Consultant Companies," International Journal of Business and Social Research, LAR Center Press, vol. 5(10), pages 22-32, Octomber.
    • Handle: RePEc:lrc:larijb:v:5:y:2015:i:10:p:22-32
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    References listed on IDEAS

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