مقاله انگلیسی رایگان در مورد بررسی ارزش کسب و کار سیستم های مدیریت ارتباط با مشتری – الزویر 2018

 

مشخصات مقاله
ترجمه عنوان مقاله بررسی ارزش کسب و کار سیستم های مدیریت ارتباط با مشتری: استفاده از فناوری اطلاعات و دیدگاه های مدل دو مرحلهای
عنوان انگلیسی مقاله Examining business value of customer relationship management systems: IT usage and two-stage model perspectives
انتشار مقاله سال 2018
تعداد صفحات مقاله انگلیسی 38 صفحه
هزینه دانلود مقاله انگلیسی رایگان میباشد.
پایگاه داده نشریه الزویر
نوع نگارش مقاله مقاله پژوهشی (Research article)
مقاله بیس این مقاله بیس میباشد
نمایه (index) scopus – master journals – JCR
نوع مقاله ISI
فرمت مقاله انگلیسی  PDF
ایمپکت فاکتور(IF) 3.890 (2017)
شاخص H_index  (2018) 135
شاخص SJR  (2018) 1.628
رشته های مرتبط مدیریت، مهندسی فناوری اطلاعات
گرایش های مرتبط مدیریت کسب و کار، مدیریت منابع انسانی، مدیریت فناوری اطلاعات، مدیریت عملکرد، مدیریت سیستم های اطلاعات
نوع ارائه مقاله ژورنال
مجله / کنفرانس اطلاعات و مدیریت – Information & Management
دانشگاه Research Center for Contemporary Management – Tsinghua University – PR China
کلمات کلیدی سیستم های مدیریت ارتباط با مشتری؛ استفاده از سیستم اطلاعات؛ مزایای عملیاتی؛ مزایای استراتژیک؛ عملکرد شرکت
کلمات کلیدی انگلیسی Customer relationship management systems; Information system usage; Operational benefits; Strategic benefits; Firm performance
شناسه دیجیتال – doi
https://doi.org/10.1016/j.im.2018.07.012
کد محصول E9334
وضعیت ترجمه مقاله  ترجمه آماده این مقاله موجود نمیباشد. میتوانید از طریق دکمه پایین سفارش دهید.
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فهرست مطالب مقاله:
Abstract
1 Introduction
2 Theoretical background and related research
3 Research hypotheses
4 Empirical research design
5 Data analysis and hypothesis testing
6 Conclusion
References

بخشی از متن مقاله:

Introduction

In an integrated global market, firms face strict competition in all sectors. To maintain their existing market share and to reach out to potential market demand, firms should pay close attention to their customer relationship management (CRM). The benefits of CRM systems may be great on overall customer service experience, marketing, and sales. For example, statistics from industries show that CRM gives an average return of $8.71 for every $1 spent, according to Nucleus Research; CRM can increase revenue by a whopping 41% according to Trackvia.com. Because firm executives from a wide variety of industries tout CRM’s value, CRM system sales are soaring. According to Gartner, CRM software revenue reached $39.5 billion worldwide in 2017, and it will continue to be the largest and fastest growing software market. CRM systems are among the many types of enterprise systems. Their main functions are embedded in the business processes of firms that are related to customers, such as marketing, customer service, and customer data analysis. CRM implementation is a vital step in any CRM strategy, which, if successful, results in improved performance. However, a large percentage of firms often fail to meet their expectations of CRM implementation [26]. Therefore, corporate managers should have a profound understanding of the major targets, necessary conditions, and evaluation methods of CRM implementation. In the practical sense, marketing research scholars and information systems (IS) scholars have raised a specific research question related to the business value of CRM [61,62]. This question focuses on the performance outcome of CRM implementation, as well as on the factors that influence such performance outcome. Existing empirical studies on CRM value can be classified into two streams. The first stream explains the underlying reasons (including the influencing and moderating factors) behind CRM value creation on the basis of theories such as customer relationship strategy, organizational resources, and information technology (IT)/IS usage; however, most of the studies under this stream conduct surveys among managers using subjective performance metrics [1,4,14,16,23,24,39,60,63,75] or internal data from certain companies [35,36,47]. The aforementioned studies require further examination using objective measurements to improve their reliability. The second stream focuses on the absolute influence of CRM on firm performance. Studies under this stream use objective data to measure the direct correlations between CRM and profitability or stock price performance. Existing evidence suggests that a firm’s stock price incurs an abnormal return around CRM implementation announcements [20,47]. However, CRM lacks a significant long-term influence on profitability ratios and stock prices compared with enterprise resource planning (ERP) and supply chain management (SCM) [5,32].

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