<abstract xmlns="http://www.w3.org/1999/xhtml"><p>Purpose. This article mainly aims to verify the role of IT reliability as the factor potentially strengthening the CRM influence on organisational performance and conclude whether the IT reliability is indeed an important factor shaping the CRM ability to generate value for an organisation. Methodology. The empirical research was conducted to verify the existence of such a relation. The research was carried out based on the survey performed among organisations, and the sample included 558 entities from Poland and 564 from Switzerland. The statistical analysis of the obtained results was carried out using regression analysis with the moderator. Results. The obtained models clearly show that IT reliability is a moderator of the relation between CRM time-of-use and the organisational performance. The theoretical contribution. The obtained results clearly confirm that the existing IT solutions should support CRM, and with such support, this management method is positively influencing the organisational performance. Such a conclusion seems to be an important contribution to the studied field of research, filling the research gap concerning the mechanism of IT support for CRM. It remains consistent with the views from the literature and contributes to their extension.</p></abstract>

Purpose. This article mainly aims to verify the role of IT reliability as the factor potentially strengthening the CRM influence on organisational performance and conclude whether the IT reliability is indeed an important factor shaping the CRM ability to generate value for an organisation. Methodology. The empirical research was conducted to verify the existence of such a relation. The research was carried out based on the survey performed among organisations, and the sample included 558 entities from Poland and 564 from Switzerland. The statistical analysis of the obtained results was carried out using regression analysis with the moderator. Results. The obtained models clearly show that IT reliability is a moderator of the relation between CRM time-of-use and the organisational performance. The theoretical contribution. The obtained results clearly confirm that the existing IT solutions should support CRM, and with such support, this management method is positively influencing the organisational performance. Such a conclusion seems to be an important contribution to the studied field of research, filling the research gap concerning the mechanism of IT support for CRM. It remains consistent with the views from the literature and contributes to their extension.

CRM influence on organisational performance — the moderating role of IT reliability

Wrocław University of Science and Technology

Engineering Management in Production and Services

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

Purpose. This article mainly aims to verify the role of IT reliability as the factor potentially strengthening the CRM influence on organisational performance...

CRM influence on organisational performance — the moderating role of IT reliability

Published Online: Nov 19, 2019

Page range: 96 - 105

Received: Apr 30, 2019

Accepted: Aug 20, 2019

DOI: https://doi.org/10.2478/emj-2019-0024

Keywords
management, Customer Relationship Management, IT in an organisation, IT reliability, organisational performance

© 2019 Katarzyna Tworek et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

CRM influence on organisational performance — the moderating role of IT reliability

Published Online: Nov 19, 2019

Page range: 96 - 105

Received: Apr 30, 2019

Accepted: Aug 20, 2019

DOI: https://doi.org/10.2478/emj-2019-0024

Keywordsmanagement, Customer Relationship Management, IT in an organisation, IT reliability, organisational performance

© 2019 Katarzyna Tworek et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

Keywords
management, Customer Relationship Management, IT in an organisation, IT reliability, organisational performance