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首页> 外文会议>International Conference on Research and Innovation in Information Systems >Firm performance through social Customer Relationship Management: Evidence from small and medium enterprises
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Firm performance through social Customer Relationship Management: Evidence from small and medium enterprises

机译：通过社会客户关系管理进行的公司绩效：来自中小企业的证据

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摘要

The objective of this study is to investigate the effect of social customer relationship management (CRM) adoption on firm performance in small and medium enterprises (SMEs) context. Accordingly, we develop a new adoption-performance model for social CRM strategy at the organization level. The proposed model of this study links technological, organizational, environmental and process factors to social CRM adoption and performance. The proposed hypotheses were verified by using structural equation modeling on a dataset of 240 SMEs across Kuala Lumper, the capital city of Malaysia. The results revealed that top management support, IT/IS knowledge of employee, cost, relative advantage, compatibility, customer pressure and competitive pressure are important drivers for social CRM adoption. Finally, this study confirms that there is a significant relationship between social CRM adoption and SMEs performance.
机译：这项研究的目的是调查采用社会客户关系管理（CRM）对中小型企业（SME）情况下公司绩效的影响。因此，我们在组织级别为社交CRM战略开发了新的采用绩效模型。本研究提出的模型将技术，组织，环境和过程因素与社会CRM的采用和绩效联系起来。通过使用结构方程模型对马来西亚首都瓜拉鲁珀（Kuala Lumper）的240家中小型企业的数据集进行了验证，从而验证了提出的假设。结果表明，高层管理支持，员工的IT / IS知识，成本，相对优势，兼容性，客户压力和竞争压力是采用社会CRM的重要推动力。最后，这项研究证实，社会CRM的采用与中小企业绩效之间存在显着的关系。

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