The impact of customer relationship management capability on innovation and performance advantages: testing a mediated model
Article
Battor, M. and Battor, M. 2010. The impact of customer relationship management capability on innovation and performance advantages: testing a mediated model. Journal of Marketing Management. 26 (9-10), pp. 842- 857. https://doi.org/10.1080/02672570903498843
Type | Article |
---|---|
Title | The impact of customer relationship management capability on innovation and performance advantages: testing a mediated model |
Authors | Battor, M. and Battor, M. |
Abstract | Customer relationship management (CRM) and innovation are widely considered to be valuable capabilities associated with competitive advantage. However, there is a lack of research demonstrating how they work together to produce performance advantages. This research investigates the mediating role of innovation between CRM and performance. The authors examine the direct impact of both CRM and innovation on firm performance. Moreover, they investigate the role of innovation as a mediating mechanism to explain the effect of CRM on performance. The authors use structural equation modelling to test the relationships among these constructs. The results support the direct impact of CRM and innovation on performance. Also, the findings indicate that the indirect effect of CRM on firm performance through innovation is significant. These results reinforce the view that developing close relationships with customers enhances a firm’s ability to innovate. |
Research Group | Strategic Marketing, Consumer Behaviour and Branding/Identity group |
Publisher | Taylor and Francis |
Journal | Journal of Marketing Management |
ISSN | 0267-257X |
Publication dates | |
2010 | |
Publication process dates | |
Deposited | 07 Feb 2013 |
Output status | Published |
Digital Object Identifier (DOI) | https://doi.org/10.1080/02672570903498843 |
Language | English |
https://repository.mdx.ac.uk/item/8390v
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