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- W1991073439 abstract "Abstract Customer relationship management (CRM) and innovation are widely considered to be valuable capabilities associated with competitive advantage. However, there is a lack of research demonstrating how they work together to produce performance advantages. This research investigates the mediating role of innovation between CRM and performance. The authors examine the direct impact of both CRM and innovation on firm performance. Moreover, they investigate the role of innovation as a mediating mechanism to explain the effect of CRM on performance. The authors use structural equation modelling to test the relationships among these constructs. The results support the direct impact of CRM and innovation on performance. Also, the findings indicate that the indirect effect of CRM on firm performance through innovation is significant. These results reinforce the view that developing close relationships with customers enhances a firm's ability to innovate." @default.
- W1991073439 created "2016-06-24" @default.
- W1991073439 creator A5049049204 @default.
- W1991073439 date "2010-08-06" @default.
- W1991073439 modified "2023-09-30" @default.
- W1991073439 title "The impact of customer relationship management capability on innovation and performance advantages: testing a mediated model" @default.
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- W1991073439 doi "https://doi.org/10.1080/02672570903498843" @default.
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