The role of customer relationship management (CRM) and the relation between team innovation and team performance: a literature review

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F22%3A63548261" target="_blank" >RIV/70883521:28120/22:63548261 - isvavai.cz</a>

Result on the web

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DOI - Digital Object Identifier

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Result language

angličtina

Original language name

The role of customer relationship management (CRM) and the relation between team innovation and team performance: a literature review

Original language description

Customer relationship management (CRM) has become the fastest topic for business management solutions in recent years, making CRM a critical marketing strategy for businesses seeking sustainable success in business over time. Although the literature on CRM has been growing, published studies have paid little attention to the study of CRM practices. Their role in team performance is critical to organizations developing a customer-centric strategy. Thus, our work aims to fill this research gap. The systemic search methodology collects data from books, journals, and conferences from credible sources. Drawing on opportunity-ability-motivation (OAM) theory, existing literature on CRM practices, and team performance, the findings of the reviews are to propose a conceptual framework for the aviation industry. The framework clarifies (1) the vital role of knowledge sharing in CRM through the customer-centred approach of modern marketing approaches (2) the direct effects of CRM practices (knowledge sharing, customer involvement, long-term partnership, joint problem solving, technology-based CRM) on team innovation and (2) mediating effect of team innovation on the relationship between CRM practices-team performance. This research work contributes to the existing literature in extending OAM theory to investigate the CRM practices-team performance relationship and (2) the theory to explore the mediating effect of team innovation that gives a theoretical suggestion to scholars working in marketing and aviation management.

Czech name

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Czech description

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Type

D - Article in proceedings

CEP classification

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OECD FORD branch

50204 - Business and management

Project

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Continuities

V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Publication year

2022

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection

International Doctoral Seminar 2022 Proceedings

ISBN

978-80-8096-292-0

ISSN

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e-ISSN

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Number of pages

14

Pages from-to

154-167

Publisher name

AlumniPress Materiálovotechnologická fakulta STU

Place of publication

Trnava

Event location

Smolenice Castle

Event date

Apr 27, 2022

Type of event by nationality

EUR - Evropská akce

UT code for WoS article

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