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Paving the way for CRM success: the mediating role of knowledge management and organizational commitment

Research output: Contribution to Journal/Magazine › Journal article › peer-review

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Paving the way for CRM success: the mediating role of knowledge management and organizational commitment. / Garrido-Moreno, Aurora; Lockett, Nigel Jonathan; García-Morales, Víctor .
In: Information and Management, Vol. 51, No. 8, 12.2014, p. 1031-1042.

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Harvard

Garrido-Moreno, A, Lockett, NJ & García-Morales, V 2014, 'Paving the way for CRM success: the mediating role of knowledge management and organizational commitment', Information and Management, vol. 51, no. 8, pp. 1031-1042. https://doi.org/10.1016/j.im.2014.06.006

APA

Garrido-Moreno, A., Lockett, N. J., & García-Morales, V. (2014). Paving the way for CRM success: the mediating role of knowledge management and organizational commitment. Information and Management, 51(8), 1031-1042. https://doi.org/10.1016/j.im.2014.06.006

Vancouver

Garrido-Moreno A, Lockett NJ, García-Morales V. Paving the way for CRM success: the mediating role of knowledge management and organizational commitment. Information and Management. 2014 Dec;51(8):1031-1042. Epub 2014 Jun 16. doi: 10.1016/j.im.2014.06.006

Author

Garrido-Moreno, Aurora ; Lockett, Nigel Jonathan ; García-Morales, Víctor . / Paving the way for CRM success : the mediating role of knowledge management and organizational commitment. In: Information and Management. 2014 ; Vol. 51, No. 8. pp. 1031-1042.

Bibtex

@article{3331e78d7bae4279af96b436bf28e514,
title = "Paving the way for CRM success: the mediating role of knowledge management and organizational commitment",
abstract = "Customer relationship management (CRM) has become one of the most influential technologies in the world, and companies are increasingly implementing it to create value. However, despite significant investment in CRM technology infrastructure, empirical research offers inconsistent support for its positive impact on performance. This study develops and tests a research model analyzing the process through which CRM technology infrastructure translates into organizational performance, drawing on the resource-based view (RBV) and the knowledge-based view (KBV) of the firm. Based on an international sample of 125 hotels, the results suggest that organizational commitment and knowledge management fully mediate this process.",
keywords = "Customer relationship management (CRM), CRM success, CRM technology infrastructure, Organizational commitment, Knowledge management",
author = "Aurora Garrido-Moreno and Lockett, {Nigel Jonathan} and V{\'i}ctor Garc{\'i}a-Morales",
year = "2014",
month = dec,
doi = "10.1016/j.im.2014.06.006",
language = "English",
volume = "51",
pages = "1031--1042",
journal = "Information and Management",
issn = "0378-7206",
publisher = "Elsevier",
number = "8",

}

RIS

TY - JOUR

T1 - Paving the way for CRM success

T2 - the mediating role of knowledge management and organizational commitment

AU - Garrido-Moreno, Aurora

AU - Lockett, Nigel Jonathan

AU - García-Morales, Víctor

PY - 2014/12

Y1 - 2014/12

N2 - Customer relationship management (CRM) has become one of the most influential technologies in the world, and companies are increasingly implementing it to create value. However, despite significant investment in CRM technology infrastructure, empirical research offers inconsistent support for its positive impact on performance. This study develops and tests a research model analyzing the process through which CRM technology infrastructure translates into organizational performance, drawing on the resource-based view (RBV) and the knowledge-based view (KBV) of the firm. Based on an international sample of 125 hotels, the results suggest that organizational commitment and knowledge management fully mediate this process.

AB - Customer relationship management (CRM) has become one of the most influential technologies in the world, and companies are increasingly implementing it to create value. However, despite significant investment in CRM technology infrastructure, empirical research offers inconsistent support for its positive impact on performance. This study develops and tests a research model analyzing the process through which CRM technology infrastructure translates into organizational performance, drawing on the resource-based view (RBV) and the knowledge-based view (KBV) of the firm. Based on an international sample of 125 hotels, the results suggest that organizational commitment and knowledge management fully mediate this process.

KW - Customer relationship management (CRM)

KW - CRM success

KW - CRM technology infrastructure

KW - Organizational commitment

KW - Knowledge management

U2 - 10.1016/j.im.2014.06.006

DO - 10.1016/j.im.2014.06.006

M3 - Journal article

VL - 51

SP - 1031

EP - 1042

JO - Information and Management

JF - Information and Management

SN - 0378-7206

IS - 8

ER -