Moving toward e-business: customer relationship management alignment in Malaysian small business

Mohamed, Norshidah and Mahmud, Murni and Ahlan, Abdul Rahman and Hussein, Ramlah and Abdul Karim, Nor Shahriza and Aditiawarman, Umar (2013) Moving toward e-business: customer relationship management alignment in Malaysian small business. International Journal of eBusiness and eGovernment Studies, 5 (2). pp. 112-121. ISSN 2146-0744 (O)

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Abstract

The study proposes a research model on customer relationship management (CRM) alignment and investigates the impact of alignment on performance. A total of 300 survey questionnaires were distributed to business owners of small and medium enterprises in Malaysia; 226 were used for analysis. From researchers’ perspective, the research has contributed to new theoretical knowledge on CRM alignment as evident through the development of a new research instrument and research model that explains organizational performance. From practical perspective, the research has clarified the components of CRM alignment and impact of CRM alignment. Implications of research are discussed herein.

Item Type:	Article (Journal)
Additional Information:	3451/32108
Uncontrolled Keywords:	Business strategy, customer relationship management, strategic alignment, information systems strategy, Balanced Scorecard
Subjects:	T Technology > T Technology (General) T Technology > T Technology (General) > T55.4 Industrial engineering.Management engineering. > T58.6 Management information systems
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Information and Communication Technology > Department of Information System Kulliyyah of Information and Communication Technology > Department of Information System
Depositing User:	Prof. Dr. Abd Rahman Ahlan
Date Deposited:	25 Sep 2013 16:30
Last Modified:	25 Sep 2013 16:30
URI:	http://irep.iium.edu.my/id/eprint/32108

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