Business performance and customer relationship management: The effect of IT, organisational contingency and business process on Taiwanese manufacturers

Total Quality Management and Business Excellence

Volumn 21, Issue 1, 2010, Pages 43-65

  Lee, Chao Hsiung ^a   Huang, Shaio Yan ^b   Barnes, F Barry ^c   Kao, Li ^a  

^a NATIONAL CHUNG HSING UNIVERSITY   (Taiwan)

^b NATIONAL CHUNG CHENG UNIVERSITY   (Taiwan)

^c NOVA SOUTHEASTERN UNIVERSITY   (United States)

Author keywords

Business performance; Business process re engineering; CRM; Information technology (IT); Organisational contingency

Indexed keywords

EID: 75749139679     PISSN: 14783363     EISSN: 14783371     Source Type: Journal    
DOI: 10.1080/14783360903492595     Document Type: Article

References (53)

1. Ab Hamid, N.R., & Kassim, N. (2004). Internet technology as a tool in customer relationship management. Journal of American Academy of Business, 4(1/2), 103-107.
2. Alghalith, N. (2007). FedEx: Leveraging IT for a competitive advantage. The Business Review, 8(1), 296-305.
3. Andrews, D.C., & Stalick, S.K. (1994). Business reengineering: The survival guide. Englewood Cliffs, NJ: Prentice Hall.
4. Berry, L.L. (2002). Relationship marketing of services: Perspectives from 1983 and 2000. Journal of Relationship Marketing, 1(1), 59-77.
5. Campbell, A.D. (2003). Creating customer knowledge competence: Managing customer relationship management programs strategically. Industrial Marketing Management, 32, 375-383.
6. Chan, J.O. (2005). Toward a unified view of customer relationship management. Journal of American Academy of Business, 6(1), 32-39.
7. Chen, J., & Ching, R. (2004). An empirical study of the relationship of IT intensity and organizational absorptive capacity on customer relationship management performance. Journal of Global Information Management, 12(1), 1-17.
8. Chen, J.S., & Russell, K.H.C. (2004). An empirical study of the relationship of IT intensity and organizational absorptive capacity on CRM performance. Journal of Global Information Management, 12(1), 1-17.
9. Cohn, M. (2002). Best Buy beefs up customer value at the call center. Internet World, June, 42-45.
10. Cooper, R.W., Frank, G.L., & Kemp, R.A. (1997). Ethical issues, helps and challenges: Perceptions of members of The Chartered Institute of Purchasing and Supply. European Journal of Purchasing & Supply Management, 3, 189-198.
11. Crego, E., & Schiffrin, P. (1995). Customer-centered reengineering: Remapping for total customer value. Burr Ridge, Il: Irwin Publishing.
12. Davenport, T.H., & Beers, M.C. (1995). Managing Information About Processes. Journal of Management Information Systems, 12(1), 57-80.
13. Davis, T.R.V. (1993). Reengineering in action. Planning Review, 21(4), 49-54.
14. Doyle, S. (2006). The evolution of self service environments and their potential business impact. Journal of Database Marketing & Customer Strategy Management, 13, 236-244.
15. Drucker, P.F. (1988). The coming of the new organization. Harvard Business Review, 66, 45-53.
16. Ellram, L.M. (1991). A managerial guideline for the development and implement of purchasing partnerships. International Journal of Purchasing and Materials Management, 27(3), 2-8.
17. Ennew, C.T., & Binks, M.R. (1999). Impact of participative service relationships on quality, satisfaction and retention: An exploratory study. Journal of Business Research, 46, 121-132.
18. Enzmann, M., & Schneider, M. (2005). Improving customer retention in e-commerce through a secure and privacy-enhanced loyalty system. Information Systems Frontiers, 7, 359-370.
19. Fowler, F.J. (2001). Survey research methods (applied social research methods). California, USA: Sage Publications, Inc.
20. Galbraith, J.R. (2001). Designing organizations: An executive guide to strategy, structure, and process revised. San Francisco, USA: Jossey-Bass.
21. Gartner Group, G. (2000). Industry forecast and growth factors: Online banking and electronic bill payment. Stamford, CT: Author.
22. Ghoshal, S., & Nohria, N. (1989). International differentiation with multinational corporations. Strategic Management Journal, 10, 323-337.
23. Goldberg, H. (2001). 10 ways to avoid CRM pitfalls. B to B, 86, 11.
24. Griffin, A., & Hauser, J.R. (1993). The voice of the customer. Marketing Science, 12, 1-27.
25. Hammer, M. (1990). Reengineering work: don't automate, obliterate. Harvard Business Review, 68, 104-112.
26. Hammer, M., & Champy, J. (1993). Reengineering the corporation: A manifesto for business revolution. New York: Harper Collins.
27. Kanter, R.S. (1994). Collaborative Advantage. Harvard Business Review, (July-August), 96.
28. Kim, J., Suh, E., & Hwang, H. (2003). A model for evaluating the effectiveness of CRM using the balanced scorecard. Journal of Interactive Marketing, 17(2), 5-19.
29. Krause, D.R., Scannell, T.V., & Calantone, R.J. (2000). A structural analysis of the effectiveness of buying firms' strategies to improve supplier performance. Decision Sciences, 31, 33-55.
30. Lancioni, R.A., Smith, M.F., & Oliva, T.A. (2000). The role of the Internet in supply chain management. Industrial Marketing Management, 29, 45-56.
31. Litwin, M.S. (1995). How to measure survey reliability and validity. California, USA: Sage Publications, Inc.
32. Mascarenhas, O.A., Kesavan, R., & Bernacchi, M. (2004). Customer value-chain involvement for co-creating customer delight. Journal of Consumer Marketing, 21, 486-496.
33. Pennings, J.M. (1992). Structure contingency theory: A reappraisal. Research in Organizational Behavior, 16, 267-309.
34. Peppers, D., Rogers, M., & Dorf, B. (1999). Is your company ready for one-to-one marketing? Harvard Business Review, 77, 151-160.
35. Plessis, M.D., & Boon, J.A. (2004). Knowledge management in e-business and customer relationship management: South African case study findings. International Journal of Information Management, 24, 73-86.
36. Prahalad, C.K., & Doz, Y. (1987). The multinational mission: Balancing local demands and global vision. New York: Free Press.
37. Ross, D.F. (2005). E-CRM from a supply chain management perspective. Information Systems Management, 22, 37-45.
38. Schofield, R.A., & Breen, L. (2006). Suppliers, do you know your customers? International Journal of Quality & Reliability Management, 23, 390-408.
39. Song, X.M., & Parry, M.E. (1997). The determinants of Japanese new product successes. Journal of Marketing Research, 34(3), 64-76.
40. Stevens, T. (1997). Kodak focuses on ERP. Industry Week, 246(15), 130-135.
41. Supply Chain Council. (2004). Supply Chain Management Forum, Japan/Nikkei. http://supplychain.org
42. Swift, R. (2001). Accelerating customer relationships. New Jersey, NJ: Prentice Hall.
43. Tan, K.C., Kannan, V.R., & Handfield, R.B. (1998). Supply chain management: Supplier performance and firm performance. International Journal of Purchasing and Materials Management, 34(3),2-9.
44. Tan, X., Yen, D.C., & Fang, X. (2002). Internet integrated customer relationship management: A key success factor for companies in the e-commerce arena. Journal of Computer Information Systems, 42(3), 77-87.
45. Teng, J.T.C., Grover, V., & Fiedler, K.D. (1994). Business process reengineering: Charting a strategic path for the information age. California Management Review, 36(3), 9-31.
46. Tracey, M., & Tan, C.L. (2001). Empirical analysis of supplier selection and involvement, customer satisfaction, and firm performance. Supply Chain Management: An International Journal, 6(4), 174-188.
47. Turban, E., Lee, J., King, D., & Chung, H.M. (2000). Electronic Commerce: A Managerial Perspective 1st Ed. USA: Prentice Hall.
48. Vonderembse, M.A., & Tracey, M. (1999). The impact of the supplier selection criteria and supplier involvement on manufacturing performance. The Journal of Supply Chain Management: A Global Review of Purchasing and Supply, 35(3), 33-39.
49. Wells, J.D., Fuerst, W.L., & Choobineh, J. (1999). Managing information technology for one-to-one customer interaction. Information & Management, 35, 53-62.
50. Zablah, A.R., Bellenger, D.N., & Johnston, W.J. (2004). An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon. Industrial Marketing Management, 33, 475-489.
51. Zeng, J. (2007). Improving IT service delivery quality: A case investigation. Journal of American Academy of Business, 12(1), 24-31.
52. Zeng, Y.E., Wen, H.J., & Yen, D.C. (2003). Customer relationship management (CRM) in business-to-business (B2B) e-commerce. Information Management & Computer Security, 11,39-45.
53. Zikmund, W.G., McLeod, Jr, R., & Gilbert, F.W. (2002). Customer relationship management: Integrating marketing strategy and information technology. New York, NY: Wiley.