<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...

Model description	R²	Delta R²	Moderator coef.	Standard error	t Stat	P Value
CRM time-of-use, IT reliability, Moderatordependent v.: performance	0.666	0.039	0.483	0.018	2.661	0.007
CRM time-of-use, IT system reliability, Moderatordependent v.: performance	0.668	0.040	0.474	0.016	2,801	0.005
CRM time-of-use, IT information reliability, Moderatordependent v.: performance	0.637	0.054	0.539	0.017	3.135	0.002
CRM time-of-use, IT service reliability, Moderatordependent v.: performance	0.639	0.001	0.299	0.016	1,818	0.069

No.	Variable	No. of scales	Cronbach’s α
1	IT reliability	28	0.953
2	CRM time-of-use	1	--
3	Organisational performance	4	0.911

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

Data publikacji: 19 lis 2019

Zakres stron: 96 - 105

Otrzymano: 30 kwi 2019

Przyjęty: 20 sie 2019

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

Słowa kluczowe
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.

Fig. 1

Fig. 2

Research sample characteristics

Defined variables together with the results of the reliability analysis of scales

Correlation analysis between IT reliability and the CRM time-of-use

Correlation between the CRM time-of-use and the organisational performance

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

Data publikacji: 19 lis 2019

Zakres stron: 96 - 105

Otrzymano: 30 kwi 2019

Przyjęty: 20 sie 2019

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

Słowa kluczowemanagement, 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.

Fig. 1

Fig. 2

Research sample characteristics

Defined variables together with the results of the reliability analysis of scales

Correlation analysis between IT reliability and the CRM time-of-use

Correlation between the CRM time-of-use and the organisational performance

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