Customer Relationship Management, Innovation Capability, Technological Environment, and Performance of Small and Medium Scale Enterprises: A Research Framework and Proposition

Davireng, Makrop and Gontur, Silas and Tuamyil, Rufina Betzoom (2022) Customer Relationship Management, Innovation Capability, Technological Environment, and Performance of Small and Medium Scale Enterprises: A Research Framework and Proposition. Journal of Economics, Management and Trade, 28 (10). pp. 80-88. ISSN 2456-9216

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Abstract

This study looked into the consequences of customer relationship management by creating empirical evidence grounded in relationship marketing theory and dynamic capability theory. The study proposed a direct as well as an indirect relationship between customer relationship management and firm performance, recognizing technological environment as the interacting variables of customer relationship management that influences the performance of small and medium scale enterprises (SMEs), suggesting that technology environment as a moderator in the customer relationship management model. The study explained the theoretical and practical contributions of the model in our understanding of customer relationship management practices and the intervening role of innovation capability. Technological environment was also discussed especially from the perspective of SMEs.

Item Type: Article
Uncontrolled Keywords: Customer relationship management innovation capability technological turbulence firm performance SMEs
Subjects: Eurolib Press > Social Sciences and Humanities
Depositing User: Managing Editor
Date Deposited: 09 Sep 2023 09:33
Last Modified: 09 Sep 2023 09:33
URI: http://info.submit4journal.com/id/eprint/2303

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