Copy the page URI to the clipboard
Batista, Luciano; Dibb, Sally; Meadows, Maureen; Hinton, Matthew and Analogbei, Mathew
(2020).
DOI: https://doi.org/10.1080/0965254x.2018.1555547
Abstract
Successful organisations are characterised by how they adjust their organisational practices in response to the external environment. The concept of organisational responsiveness has been used to describe this ability to respond to market changes. The role played by customer relationship management (CRM) in supporting this process is considered, with a focus on the contribution made by how CRM is approached and embedded in the organisation, effective information systems, and staff empowerment. Drawing on data from an empirical study of financial services firms in Brazil, the findings show that improved organisational responsiveness is more effectively enabled by a ‘CRM approach – systems effectiveness – staff empowerment’ pathway, rather than the simple ‘CRM approach – systems implementation’ pathway adopted by many firms. The theoretical and managerial implications of the findings are explored.
Viewing alternatives
Download history
Metrics
Public Attention
Altmetrics from AltmetricNumber of Citations
Citations from DimensionsItem Actions
Export
About
- Item ORO ID
- 57599
- Item Type
- Journal Item
- ISSN
- 1466-4488
- Keywords
- organisational responsiveness; CRM; IS effectiveness; staff empowerment
- Academic Unit or School
-
Faculty of Business and Law (FBL)
Faculty of Business and Law (FBL) > Business > Department for Strategy and Marketing
Faculty of Business and Law (FBL) > Business
Faculty of Business and Law (FBL) > Business > Department for Public Leadership and Social Enterprise - Copyright Holders
- © 2018 Informa UK Limited, trading as Taylor & Francis Group
- Related URLs
- Depositing User
- Matthew Hinton