Business performance and customer relationship management: The effect of IT, organisational contingency and business process on Taiwanese manufacturers


          

刊名：Total Quality Management & Business Excellence
作者：Chao-Hsiung Lee（National Chung Hsing University）
Shaio Yan Huang（National Chung Cheng University）
F. Barry Barnes（Nova Southeastern University）
Li Kao
刊号：713C0106
出版年：2010
年卷期：2010, vol.21, no.1
页码：43-65
总页数：23
分类号：F40
关键词：CRM；Information technology (IT)；Organisational contingency；Business process re-engineering；Business performance
参考中译：
语种：eng
文摘：With the rapidly growing development of electronic commerce, global competition and changing customer needs, traditional business operating strategies have totally changed. Companies have to reconsider and re-engineer their business processes for customer satisfaction, and the efficiency of production and services from the viewpoint of customer relationship management. In this research, the authors discuss the relationship of information technology (IT), organisational contingency, business process re-engineering and organisation performance in the Taiwanese manufacturing industry. The 800 companies surveyed in this study belong to Taiwan's manufacturing industry and are listed on the Taiwan Stock Exchange 2005. Using canonical correlation tests and a multi-regression approach, the results present a significant positive relationship between organisation performance and the factors of IT-route integration, information sharing, supply chain integration, decentralisation and coordination, and business extension. The results show a positive interaction between IT and organisational contingency; and IT and business process, organisational contingency and business process.



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