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The impact of firm-level and project-level it capabilities on CRM system quality and organizational productivity

机译：企业级别和项目级别IT功能对CRM系统质量和组织生产力的影响

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摘要

While CRM technology implementation initiatives frequently end up as failures, most research has focused on user related reasons for understanding low success rates. This study extends CRM research backwards into the system implementation phase to improve understanding of the hitherto unexplored technical antecedents of CRM success. We advance a resource-based theory of CRM system capability (CRMSC) to explain how firm- and project-level capabilities act to influence organizational performance. Empirical findings from a survey matching 148 IT manager and 474 end-user responses support the conceptualization of CRMSC as a project-level capability, and suggest that CRMSC and system quality mediate the effects of firm-level IT capability on organizational productivity gains and productivity gain discrepancy. The study complements extant understanding about the link between strategic and operational IT capabilities by offering actionable insight on the combination of resources firms need to deliver a CRM system that enhances performance.
机译：虽然CRM技术实施举措经常成为失败，但大多数研究都集中在有关理解低成功率的用户相关原因。本研究向后扩展了CRM研究，以改善对CRM成功的迄今为止未开发的技术前提的理解。我们推进了基于资源的CRM系统能力理论（CRMSC），解释了公司和项目级功能如何影响组织绩效。调查匹配的经验结果148 IT经理和474个终端用户响应支持CRMSC的概念化作为项目级功能，并建议CRMSC和系统质量在组织生产力提升和生产力增益中调解了公司级别的影响差异。该研究通过为资源公司的结合提供可行的洞察力，对战略和运营IT能力之间的联系进行了简单的理解，以提供增强绩效的CRM系统的可行洞察力。

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