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Crm 몰입과 조직문화가 Crm 성과에 미치는 영향, Tae Hoon Park, Young Kyun Lim
Crm 몰입과 조직문화가 Crm 성과에 미치는 영향, Tae Hoon Park, Young Kyun Lim
Asia Marketing Journal
The purpose of this study is to identify the organizational characteristics that enhance CRM performances of a company. Based on a review of diverse definitions of CRM performance, this study examines the relationships among CRM performance measures and organizational characteristics. A questionnaire survey of 123 CRM managers of Korean companies was conducted to test the proposed research model, and a series of structural equation modeling identified the strong effects of organizational characteristics on CRM performance. It was found that top management commitment to CRM and a firm`s strategic readiness lead to high levels of CRM investment, which, in turn, enhance …