IDEAS home Printed from https://ideas.repec.org/a/lrc/larijb/v5y2015i10p22-32.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://thejournalofbusiness.org/index.php/site/article/view/871/561
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Peppard, Joe, 2000. "Customer Relationship Management (CRM) in financial services," European Management Journal, Elsevier, vol. 18(3), pages 312-327, June.
    2. M. S. Krishnan & Venkatram Ramaswamy & Mary C. Meyer & Paul Damien, 1999. "Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology," Management Science, INFORMS, vol. 45(9), pages 1194-1209, September.
    3. Ko, Eunju & Kim, Sook Hyun & Kim, Myungsoo & Woo, Ji Young, 2008. "Organizational characteristics and the CRM adoption process," Journal of Business Research, Elsevier, vol. 61(1), pages 65-74, January.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Yi-Chan Chung, 2015. "Customer Relationship Management Activities and Operational Performance in Taiwan Engineering Consultant Companies," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 5(10), pages 22-32, Octomber.
    2. Gamini Gunawardane, 2023. "Enhancing customer satisfaction and experience in financial services: a survey of recent research in financial services journals," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(2), pages 255-269, June.
    3. Christian Arnold & Kai-Ingo Voigt, 2019. "Determinants of Industrial Internet of Things Adoption in German Manufacturing Companies," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 16(06), pages 1-21, October.
    4. Chen, Yanhong & Liu, Luning & Zheng, Dequan & Li, Bin, 2023. "Estimating travellers’ value when purchasing auxiliary services in the airline industry based on the RFM model," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    5. Gordon Liu & Catherine Liston-Heyes & Wai-Wai Ko, 2010. "Employee Participation in Cause-Related Marketing Strategies: A Study of Management Perceptions from British Consumer Service Industries," Journal of Business Ethics, Springer, vol. 92(2), pages 195-210, March.
    6. Edwards, Chase J. & Bendickson, Joshua S. & Baker, Brent L. & Solomon, Shelby J., 2020. "Entrepreneurship within the history of marketing," Journal of Business Research, Elsevier, vol. 108(C), pages 259-267.
    7. Trkman, Peter, 2010. "The critical success factors of business process management," International Journal of Information Management, Elsevier, vol. 30(2), pages 125-134.
    8. Ralston, Deborah & Wright, April & Garden, Kaylee, 2001. "Can mergers ensure the survival of credit unions in the third millennium?," Journal of Banking & Finance, Elsevier, vol. 25(12), pages 2277-2304, December.
    9. Douglas Chiguvi & Elvis Madondo & Zenzo Dube, 2019. "The Importance of Customer Relationship Management in the Local Government Authorities in Zimbabwe," Applied Economics and Finance, Redfame publishing, vol. 6(6), pages 15-29, November.
    10. Constantin ANGHELACHE & Alexandru MANOLE & Madalina-Gabriela ANGHEL & Florin Paul Costel LILEA & Mariana BUNEA, 2017. "Analysis Models Of The Life Quality Standard In Romania," Romanian Statistical Review Supplement, Romanian Statistical Review, vol. 65(5), pages 17-30, May.
    11. Chuang, Shu-Hui & Lin, Hong-Nan, 2013. "The roles of infrastructure capability and customer orientation in enhancing customer-information quality in CRM systems: Empirical evidence from Taiwan," International Journal of Information Management, Elsevier, vol. 33(2), pages 271-281.
    12. Arno de Caigny & Kristof Coussement & Koen de Bock, 2020. "Leveraging fine-grained transaction data for customer life event predictions," Post-Print hal-02507998, HAL.
    13. Chen, Yan & Zhang, Lei & Zhao, Yulu & Xu, Bing, 2022. "Implementation of penalized survival models in churn prediction of vehicle insurance," Journal of Business Research, Elsevier, vol. 153(C), pages 162-171.
    14. Yingqiu Zhu & Qiong Deng & Danyang Huang & Bingyi Jing & Bo Zhang, 2021. "Clustering based on Kolmogorov–Smirnov statistic with application to bank card transaction data," Journal of the Royal Statistical Society Series C, Royal Statistical Society, vol. 70(3), pages 558-578, June.
    15. Christian Acuna-Opazo & Mauricio Castillo-Vergara, 2018. "Barriers to non-technological innovation: Impact on business performance in an emerging economy," Contaduría y Administración, Accounting and Management, vol. 63(3), pages 32-33, Julio-Sep.
    16. Torres, Anna & Tribó, Josep A., 2011. "Customer satisfaction and brand equity," Journal of Business Research, Elsevier, vol. 64(10), pages 1089-1096, October.
    17. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
    18. Mulugeta Girma Dibiku, 2023. "Kaizen and Productivity: The Mediating Effect of the Customer-supplier Relationship Using Smart-PLS," Istanbul Management Journal, Istanbul University Business School, vol. 0(94), pages 1-15, June.
    19. Wong, Jehn-Yih & Chung, Pi-Heng, 2007. "Managing valuable Taiwanese airline passengers using knowledge discovery in database techniques," Journal of Air Transport Management, Elsevier, vol. 13(6), pages 362-370.
    20. Pei-yu Chen & Shin-yi Wu, 2013. "The Impact and Implications of On-Demand Services on Market Structure," Information Systems Research, INFORMS, vol. 24(3), pages 750-767, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:lrc:larijb:v:5:y:2015:i:10:p:22-32. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Al Hossain (email available below). General contact details of provider: http://www.thejournalofbusiness.org .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.