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

Kód výsledku v 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>

Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

50204 - Business and management

Projekt

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Návaznosti

V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Rok uplatnění

2022

Kód důvěrnosti údajů

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

Název statě ve sborníku

International Doctoral Seminar 2022 Proceedings

ISBN

978-80-8096-292-0

ISSN

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e-ISSN

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Počet stran výsledku

14

Strana od-do

154-167

Název nakladatele

AlumniPress Materiálovotechnologická fakulta STU

Místo vydání

Trnava

Místo konání akce

Smolenice Castle

Datum konání akce

27. 4. 2022

Typ akce podle státní příslušnosti

EUR - Evropská akce

Kód UT WoS článku

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