Authors: Suntornpithug, Nichaya¹; Karaatli, Gokhan M.¹; Khamalah, Joseph N.²

Source: International Journal of Services Technology and Management, Volume 14, Number 1, 5 May 2010 , pp. 77-91(15)

Publisher: Inderscience Publishers

Abstract:

This article investigates the role of organisational commitment, employee empowerment and customer intelligence on Customer Relationship Performance (CRP) among small firms in the service sector. A survey was conducted to validate the proposed theoretical model. The results showed that firms with a high degree of top management commitment toward Customer Relationship Management (CRM) were more likely to put greater emphasis on employee empowerment and generate better CRP than firms with a low degree of top management commitment toward CRM. The results also revealed that firms with a high degree of employee empowerment were more likely to effectively track and understand customer needs and satisfaction over time, resulting in the ability to better satisfy and retain profitable customers (CRP). This article also discusses implications of the study.

Keywords: COMPUTING AND MATHEMATICS JOURNALS; Information Systems and Technology; Internet and Web Services; MANAGEMENT JOURNALS; Operational Management, Marketing and Services; Policy and Organisational Management; PUBLIC POLICY AND ADMINISTRATION JOURNALS; Public Policy and Public Services; MANAGEMENT JOURNALS; Technology Management

Document Type: Research article

DOI: http://dx.doi.org/10.1504/IJSTM.2010.032883

Affiliations: 1: Department of Management and Marketing, Richard T. Doermer School of Business and Management Sciences, Indiana University Purdue University, Fort Wayne, Fort Wayne, IN 46805, USA. 2: Department of Management and Marketing, Richard T. Doermer School of Business and Management Sciences, Indiana University Purdue University, Fort Wayne, Fort Wayne, IN 46805, USA

Publication date: 2010-05-05

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