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The influence of structural capital on the relationship between CRM implementation and the performance of manufacturing SMEs

Author

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  • Nagwan AlQershi

    (Universiti Tun Hussein Onn Malaysia)

  • Sany Sanuri Mohd Mokhtar

    (Universiti Utara Malaysia)

  • Zakaria Abas

    (Universiti Utara Malaysia)

Abstract

The current study is the culmination of a long period of research in the field of structural capital (SC) and customer relationship management (CRM) in relation to the pursuit of high performance in small and medium enterprises (SMEs). It fills the existing gaps in theory and practice by investigating the nature of the relationship between CRM and SMEs’ performance in the manufacturing industry of Yemen, and the moderating effects of SC on this relationship. The data was collected from 214 SMEs. PLS-SEM was used to test the study’s hypotheses. Results shows that all dimension of CRM has significant influence on SMEs’ performance. Additionally, results show that SC moderates the relationship between three CRM dimensions. These findings have important theoretical implications both for Yemen and for countries with similar situations. The study will serve as a reference point for such countries in trying to understand factors influencing performance.

Suggested Citation

  • Nagwan AlQershi & Sany Sanuri Mohd Mokhtar & Zakaria Abas, 2022. "The influence of structural capital on the relationship between CRM implementation and the performance of manufacturing SMEs," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 13(3), pages 1205-1218, June.
    • Handle: RePEc:spr:ijsaem:v:13:y:2022:i:3:d:10.1007_s13198-021-01417-z
    DOI: 10.1007/s13198-021-01417-z
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    Cited by:

    1. AlQershi, Nagwan & Saufi, Roselina Binti Ahmad & Ismail, Noor Azizi & Mohamad, Mohd Rosli Bin & Ramayah, T. & Muhammad, Nik Maheran Nik & Yusoff, Mohd Nor Hakimin Bin, 2023. "The moderating role of market turbulence beyond the Covid-19 pandemic and Russia-Ukraine crisis on the relationship between intellectual capital and business sustainability," Technological Forecasting and Social Change, Elsevier, vol. 186(PB).
    2. Khalid Suraid Salim Alhattali & Rosmini Omar & Sulaiyam Aziz Alrumaidhi & Parisa Mohammadi, 2023. "Embracing the Innovative Entrepreneurship Culture by Omani SMEs: The Primary Barriers," Business Management and Strategy, Macrothink Institute, vol. 14(2), pages 164-178, December.

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