Refereed journal article or data article (A1)

The impact of firm-level and project-level it capabilities on CRM system quality and organizational productivity




List of Authors: Suoniemi Samppa, Terho Harri, Zablah Alex, Olkkonen Rami, Straub Detmar W.

Publisher: Elsevier Inc.

Publication year: 2021

Journal: Journal of Business Research

Journal name in source: Journal of Business Research

Volume number: 127

Number of pages: 15

ISSN: 0148-2963

eISSN: 1873-7978

DOI: http://dx.doi.org/10.1016/j.jbusres.2021.01.007

Self-archived copy’s web address: https://research.utu.fi/converis/portal/detail/Publication/53323651


Abstract

While CRM technology implementation initiatives frequently end up as failures, most research has focused on user related reasons for understanding low success rates. This study extends CRM research backwards into the system implementation phase to improve understanding of the hitherto unexplored technical antecedents of CRM success. We advance a resource-based theory of CRM system capability (CRMSC) to explain how firm- and project-level capabilities act to influence organizational performance. Empirical findings from a survey matching 148 IT manager and 474 end-user responses support the conceptualization of CRMSC as a project-level capability, and suggest that CRMSC and system quality mediate the effects of firm-level IT capability on organizational productivity gains and productivity gain discrepancy. The study complements extant understanding about the link between strategic and operational IT capabilities by offering actionable insight on the combination of resources firms need to deliver a CRM system that enhances performance.


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Last updated on 2022-07-04 at 16:16