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The Missing Link between Virtual CRM and e‑business Performance

2008; Volume: 2; Issue: 1 Linguagem: Inglês

10.3316/ijebm0201003

1835-5412

María Teresa Borges Tiago,

Digital Marketing and Social Media

No accessInternational Journal of e-Business ManagementOther Journal Article01 May 2008The Missing Link between Virtual CRM and e‑business Performance Authors: Maria Teresa Borges Tiago; Joao Pedro Almeida Couto; Flavio Gomes Tiago; Jose Antonio Cabral Vieira Authors: Maria Teresa Borges Tiago University of the Azores Google Scholar More articles by this author ; Joao Pedro Almeida Couto University of the Azores Google Scholar More articles by this author ; Flavio Gomes Tiago University of the Azores Google Scholar More articles by this author ; Jose Antonio Cabral Vieira University of the Azores Google Scholar More articles by this author SectionsAboutPDF/EPUBExport CitationsAdd to FavouriteAdd to FavouriteCreate a New ListNameCancelCreate ToolsTrack CitationsCreate Clip ShareFacebookTwitterLinkedInEmail Abstract Purpose of this paper - Customer relationship management is becoming increasingly relevant in corporate agendas and has been broadly studied by academic researchers. In the last few years with the development of the digital economy, a new paradigm has emerged: virtual customer relationship management (virtual CRM). Our aims are to determine whether the implementation of virtual CRM is linked to e‑business performance and to identify the nature of the relationship that exists in the different initiatives of CRM. Design/methodology/approach - This paper establishes a new model of the practices and results of the virtual CRM which has been tested in European companies. For that purpose, we used a structural equation modelling analysis. Findings - The results show that all the initiatives considered have a positive impact on the maximisation of e‑CRM competencies and that e‑CRM also has a positive impact on e‑business performance. Research limitations/implications - As limitations of the study we consider the need for more research into the e‑CRM field and the inclusion of new elements such as technological readiness and management support. This paper contributes to the research on this topic with new evidence in a broad sample. Practical implications - The results point to e‑CRM's usefulness in improving everyday e‑business processes. Therefore managers should be aware of these benefits. Originality/value - The present study advances knowledge on the nature of the relative importance of different components of internet-based CRM as drivers of e‑business performance and reinforces its importance as an integrated e‑business tool. Previous article Next article RelatedDetails View PUBLICATION DETAILSDate of Publication:May 2008Journal:International Journal of e-Business ManagementISSN:1835-5412Volume:2Issue:1Page Range:3-19First Page:3Last Page:19Source:International Journal of e-Business Management, Vol. 2, No. 1, May 2008: 3-19Date Last Modified:13 June 2019 16:18Date Last Revised:21 September 2010 Original DOI: 10.3316/IJEBM0201003SubjectElectronic commerceOrganizational effectiveness--ManagementCustomer relations--Management METRICS Downloaded 0 times Copyright© RMIT Publishing, 2008Download PDFLoading ...