Mostrar el registro sencillo del ítem
dc.contributor.author | Gil Gómez, Hermenegildo | es_ES |
dc.contributor.author | Guerola-Navarro, Vicente | es_ES |
dc.contributor.author | Oltra Badenes, Raúl Francisco | es_ES |
dc.contributor.author | Lozano Quilis, José Antonio | es_ES |
dc.date.accessioned | 2021-06-12T03:34:12Z | |
dc.date.available | 2021-06-12T03:34:12Z | |
dc.date.issued | 2020-01-01 | es_ES |
dc.identifier.issn | 1331-677X | es_ES |
dc.identifier.uri | http://hdl.handle.net/10251/167878 | |
dc.description.abstract | [EN] The point of departure for this study is the understanding of customer relationship management (CRM) as a set of technological solutions key for efficient business management, the benefits of which, highlighted by previous works, are presented and defined here as crucial for entrepreneurial success. Of particular interest for this purpose are the existing studies on sustainability, which provide a viable research model to assess and validate the potential effect of each CRM component (sales, marketing, and services) on the three dimensions of sustainability (economic, environmental, and social). Upon confirmation of our hypotheses, the subsequent validation of such model should bring a better understanding of the way in which CRM-related benefits may increase the positive impact of its components on each dimension of sustainability. CRM can hence be considered a sort of Green IT, oriented toward digital transformation and sustainable business model innovation. Indeed, this research model may be the basis for a more specific methodology to measure the impact and benefits of applying CRM, understood, as we will contend, both in terms of sustainable business models and innovation. | es_ES |
dc.language | Inglés | es_ES |
dc.publisher | Taylor & Francis | es_ES |
dc.relation.ispartof | Economic Research-Ekonomska Istra ivanja | es_ES |
dc.rights | Reconocimiento (by) | es_ES |
dc.subject | Customer relationship management | es_ES |
dc.subject | Sustainability | es_ES |
dc.subject | Green IT | es_ES |
dc.subject | Common goods | es_ES |
dc.subject | Customer knowledge management | es_ES |
dc.subject | Innovation | es_ES |
dc.subject.classification | ORGANIZACION DE EMPRESAS | es_ES |
dc.subject.classification | LENGUAJES Y SISTEMAS INFORMATICOS | es_ES |
dc.title | Customer relationship management: digital transformation and sustainable business model innovation | es_ES |
dc.type | Artículo | es_ES |
dc.identifier.doi | 10.1080/1331677X.2019.1676283 | es_ES |
dc.rights.accessRights | Abierto | es_ES |
dc.contributor.affiliation | Universitat Politècnica de València. Departamento de Sistemas Informáticos y Computación - Departament de Sistemes Informàtics i Computació | es_ES |
dc.contributor.affiliation | Universitat Politècnica de València. Departamento de Organización de Empresas - Departament d'Organització d'Empreses | es_ES |
dc.description.bibliographicCitation | Gil Gómez, H.; Guerola-Navarro, V.; Oltra Badenes, RF.; Lozano Quilis, JA. (2020). Customer relationship management: digital transformation and sustainable business model innovation. Economic Research-Ekonomska Istra ivanja. 33(1):2733-2750. https://doi.org/10.1080/1331677X.2019.1676283 | es_ES |
dc.description.accrualMethod | S | es_ES |
dc.relation.publisherversion | https://doi.org/10.1080/1331677X.2019.1676283 | es_ES |
dc.description.upvformatpinicio | 2733 | es_ES |
dc.description.upvformatpfin | 2750 | es_ES |
dc.type.version | info:eu-repo/semantics/publishedVersion | es_ES |
dc.description.volume | 33 | es_ES |
dc.description.issue | 1 | es_ES |
dc.relation.pasarela | S\401098 | es_ES |
dc.description.references | Abson, D. J., Fischer, J., Leventon, J., Newig, J., Schomerus, T., Vilsmaier, U., … Lang, D. J. (2016). Leverage points for sustainability transformation. Ambio, 46(1), 30-39. doi:10.1007/s13280-016-0800-y | es_ES |
dc.description.references | Alegre, J., Sengupta, K., & Lapiedra, R. (2011). Knowledge management and innovation performance in a high-tech SMEs industry. International Small Business Journal: Researching Entrepreneurship, 31(4), 454-470. doi:10.1177/0266242611417472 | es_ES |
dc.description.references | Arsić, S., Banjević, K., Nastasić, A., Rošulj, D., & Arsić, M. (2018). Family Business Owner as a Central Figure in Customer Relationship Management. Sustainability, 11(1), 77. doi:10.3390/su11010077 | es_ES |
dc.description.references | Bose, R. (2002). Customer relationship management: key components for IT success. Industrial Management & Data Systems, 102(2), 89-97. doi:10.1108/02635570210419636 | es_ES |
dc.description.references | Bradshaw, D., & Brash, C. (2001). Managing customer relationships in the e‐business world: how to personalise computer relationships for increased profitability. International Journal of Retail & Distribution Management, 29(12), 520-530. doi:10.1108/09590550110696969 | es_ES |
dc.description.references | Cantner, U., Joel, K., & Schmidt, T. (2009). The use of knowledge management by German innovators. Journal of Knowledge Management, 13(4), 187-203. doi:10.1108/13673270910971923 | es_ES |
dc.description.references | Chen, A. J. W., Boudreau, M., & Watson, R. T. (2008). Information systems and ecological sustainability. Journal of Systems and Information Technology, 10(3), 186-201. doi:10.1108/13287260810916907 | es_ES |
dc.description.references | Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM). Business Process Management Journal, 9(5), 672-688. doi:10.1108/14637150310496758 | es_ES |
dc.description.references | Christofi, M., Leonidou, E., & Vrontis, D. (2015). Cause-related marketing, product innovation and extraordinary sustainable leadership: the root towards sustainability. Global Business and Economics Review, 17(1), 93. doi:10.1504/gber.2015.066533 | es_ES |
dc.description.references | Chua, A. Y. ., & Banerjee, S. (2013). Customer knowledge management via social media: the case of Starbucks. Journal of Knowledge Management, 17(2), 237-249. doi:10.1108/13673271311315196 | es_ES |
dc.description.references | Claycomb, C., Dröge, C., & Germain, R. (1999). The Effect of Just‐in‐Time with Customers on Organizational Design and Performance. The International Journal of Logistics Management, 10(1), 37-58. doi:10.1108/09574099910805923 | es_ES |
dc.description.references | Cohen, W. M., & Levinthal, D. A. (1990). Absorptive Capacity: A New Perspective on Learning and Innovation. Administrative Science Quarterly, 35(1), 128. doi:10.2307/2393553 | es_ES |
dc.description.references | Stefanou, C. J., Sarmaniotis, C., & Stafyla, A. (2003). CRM and customer‐centric knowledge management: an empirical research. Business Process Management Journal, 9(5), 617-634. doi:10.1108/14637150310496721 | es_ES |
dc.description.references | Damanpour, F. (1996). Organizational Complexity and Innovation: Developing and Testing Multiple Contingency Models. Management Science, 42(5), 693-716. doi:10.1287/mnsc.42.5.693 | es_ES |
dc.description.references | Damanpour, F., & Evan, W. M. (1984). Organizational Innovation and Performance: The Problem of «Organizational Lag». Administrative Science Quarterly, 29(3), 392. doi:10.2307/2393031 | es_ES |
dc.description.references | Dervitsiotis, K. N. (2010). Developing full-spectrum innovation capability for survival and success in the global economy. Total Quality Management & Business Excellence, 21(2), 159-170. doi:10.1080/14783360903549865 | es_ES |
dc.description.references | Dewhurst, F., Martínez Lorente, A. R., & Dale, B. G. (1999). Total quality management and information technologies: an exploration of the issues. International Journal of Quality & Reliability Management, 16(4), 392-406. doi:10.1108/02656719910249333 | es_ES |
dc.description.references | Eisenhardt, K. M., & Martin, J. A. (2000). Dynamic capabilities: what are they? Strategic Management Journal, 21(10-11), 1105-1121. doi:10.1002/1097-0266(200010/11)21:10/11<1105::aid-smj133>3.0.co;2-e | es_ES |
dc.description.references | Epiphany.com. (2001). CRM benefits. Retrieved from http://www.ephany.com/market/crm_benefits.html2001 | es_ES |
dc.description.references | European Commission. (2013). One trillion euro to invest in Europe’s future—The EU’s budget framework 2014–2020. Retrieved from https://ec.europa.eu/regional_policy/en/newsroom/news/2013/11/one-trillion-euro-to-invest-in-europe-s-future-the-eu-s-budget-framework-2014-2020 | es_ES |
dc.description.references | Fidel, P., Schlesinger, W., & Cervera, A. (2015). Collaborating to innovate: Effects on customer knowledge management and performance. Journal of Business Research, 68(7), 1426-1428. doi:10.1016/j.jbusres.2015.01.026 | es_ES |
dc.description.references | FIDEL, P., SCHLESINGER, W., & EMILO, E. (2018). EFFECTS OF CUSTOMER KNOWLEDGE MANAGEMENT AND CUSTOMER ORIENTATION ON INNOVATION CAPACITY AND MARKETING RESULTS IN SMEs: THE MEDIATING ROLE OF INNOVATION ORIENTATION. International Journal of Innovation Management, 22(07), 1850055. doi:10.1142/s136391961850055x | es_ES |
dc.description.references | Gallego, J., Rubalcaba, L., & Hipp, C. (2012). Organizational innovation in small European firms: A multidimensional approach. International Small Business Journal: Researching Entrepreneurship, 31(5), 563-579. doi:10.1177/0266242611430100 | es_ES |
dc.description.references | Garbarino, E., & Johnson, M. S. (1999). The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships. Journal of Marketing, 63(2), 70-87. doi:10.1177/002224299906300205 | es_ES |
dc.description.references | Gholami, H., Zameri Mat Saman, M., Mardani, A., Streimikiene, D., Sharif, S., & Zakuan, N. (2018). Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature. Sustainability, 10(4), 1237. doi:10.3390/su10041237 | es_ES |
dc.description.references | Gibbert, M., Leibold, M., & Probst, G. (2002). Five Styles of Customer Knowledge Management, and How Smart Companies Use Them To Create Value. European Management Journal, 20(5), 459-469. doi:10.1016/s0263-2373(02)00101-9 | es_ES |
dc.description.references | Gopalakrishnan, S., & Damanpour, F. (1997). A review of innovation research in economics, sociology and technology management. Omega, 25(1), 15-28. doi:10.1016/s0305-0483(96)00043-6 | es_ES |
dc.description.references | Grawe, S. J., Chen, H., & Daugherty, P. J. (2009). The relationship between strategic orientation, service innovation, and performance. International Journal of Physical Distribution & Logistics Management, 39(4), 282-300. doi:10.1108/09600030910962249 | es_ES |
dc.description.references | Huang, E. Y., & Lin, C. (2005). Customer‐oriented financial service personalization. Industrial Management & Data Systems, 105(1), 26-44. doi:10.1108/02635570510575171 | es_ES |
dc.description.references | Huang, P.-S., & Shih, L.-H. (2008). Effective environmental management through environmental knowledge management. International Journal of Environmental Science & Technology, 6(1), 35-50. doi:10.1007/bf03326058 | es_ES |
dc.description.references | Hult, G. T. M., & Ketchen, D. J. (2001). Does market orientation matter?: a test of the relationship between positional advantage and performance. Strategic Management Journal, 22(9), 899-906. doi:10.1002/smj.197 | es_ES |
dc.description.references | Hult, G. T. M., Hurley, R. F., & Knight, G. A. (2004). Innovativeness: Its antecedents and impact on business performance. Industrial Marketing Management, 33(5), 429-438. doi:10.1016/j.indmarman.2003.08.015 | es_ES |
dc.description.references | Karimi, J., Somers, T. M., & Gupta, Y. P. (2001). Impact of Information Technology Management Practices on Customer Service. Journal of Management Information Systems, 17(4), 125-158. doi:10.1080/07421222.2001.11045661 | es_ES |
dc.description.references | King, S. F., & Burgess, T. F. (2008). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37(4), 421-431. doi:10.1016/j.indmarman.2007.02.005 | es_ES |
dc.description.references | Krizanova, A., Gajanova, L., & Nadanyiova, M. (2018). Design of a CRM Level and Performance Measurement Model. Sustainability, 10(7), 2567. doi:10.3390/su10072567 | es_ES |
dc.description.references | Liao, S., Fei, W.-C., & Chen, C.-C. (2007). Knowledge sharing, absorptive capacity, and innovation capability: an empirical study of Taiwan’s knowledge-intensive industries. Journal of Information Science, 33(3), 340-359. doi:10.1177/0165551506070739 | es_ES |
dc.description.references | Lin, R., Che, R., & Ting, C. (2012). Turning knowledge management into innovation in the high‐tech industry. Industrial Management & Data Systems, 112(1), 42-63. doi:10.1108/02635571211193635 | es_ES |
dc.description.references | Lopez-Nicolas, C., & Molina-Castillo, F. J. (2008). Customer Knowledge Management and E-commerce: The role of customer perceived risk. International Journal of Information Management, 28(2), 102-113. doi:10.1016/j.ijinfomgt.2007.09.001 | es_ES |
dc.description.references | March, J. G. (1991). Exploration and Exploitation in Organizational Learning. Organization Science, 2(1), 71-87. doi:10.1287/orsc.2.1.71 | es_ES |
dc.description.references | Massey, A. P., Montoya-Weiss, M. M., & Holcom, K. (2001). Re-engineering the customer relationship: leveraging knowledge assets at IBM. Decision Support Systems, 32(2), 155-170. doi:10.1016/s0167-9236(01)00108-7 | es_ES |
dc.description.references | Mckenzie, C. R. M., & Liersch, M. J. (2011). Misunderstanding Savings Growth: Implications for Retirement Savings Behavior. Journal of Marketing Research, 48(SPL), S1-S13. doi:10.1509/jmkr.48.spl.s1 | es_ES |
dc.description.references | Menguc, B. (2006). Creating a Firm-Level Dynamic Capability through Capitalizing on Market Orientation and Innovativeness. Journal of the Academy of Marketing Science, 34(1), 63-73. doi:10.1177/0092070305281090 | es_ES |
dc.description.references | Mishra, D., Akman, I., & Mishra, A. (2014). Theory of Reasoned Action application for Green Information Technology acceptance. Computers in Human Behavior, 36, 29-40. doi:10.1016/j.chb.2014.03.030 | es_ES |
dc.description.references | Molla, A. & Abareshi, A. (2011). Green IT adoption: A motivational perspective. In Proceedings of the 15th Pacific Asia Conference on Information Systems, Brisbane, QLD, Australia, 7–11 July; p. 137. | es_ES |
dc.description.references | Introductory Chapter: Framework for Energy and Environmental Management in Industry. (s. f.). Applied Industrial Energy and Environmental Management, 1-22. doi:10.1002/9780470714379.ch | es_ES |
dc.description.references | Ngo, L. V., & O’Cass, A. (2012). In Search of Innovation and Customer-related Performance Superiority: The Role of Market Orientation, Marketing Capability, and Innovation Capability Interactions. Journal of Product Innovation Management, 29(5), 861-877. doi:10.1111/j.1540-5885.2012.00939.x | es_ES |
dc.description.references | Panayides, P. (2006). Enhancing innovation capability through relationship management and implications for performance. European Journal of Innovation Management, 9(4), 466-483. doi:10.1108/14601060610707876 | es_ES |
dc.description.references | Pohludka, M., Stverkova, H., & Ślusarczyk, B. (2018). Implementation and Unification of the ERP System in a Global Company as a Strategic Decision for Sustainable Entrepreneurship. Sustainability, 10(8), 2916. doi:10.3390/su10082916 | es_ES |
dc.description.references | Prahalad, C. K., & Ramaswamy, V. (2004). Co‐creating unique value with customers. Strategy & Leadership, 32(3), 4-9. doi:10.1108/10878570410699249 | es_ES |
dc.description.references | Rao, H., & Drazin, R. (2002). OVERCOMING RESOURCE CONSTRAINTS ON PRODUCT INNOVATION BY RECRUITING TALENT FROM RIVALS: A STUDY OF THE MUTUAL FUND INDUSTRY, 1986-94. Academy of Management Journal, 45(3), 491-507. doi:10.2307/3069377 | es_ES |
dc.description.references | Robson, P. J. A., & Bennett, R. J. (2000). Small Business Economics, 15(3), 193-208. doi:10.1023/a:1008129012953 | es_ES |
dc.description.references | Rollins, M. & Halinen, A. (2005). Customer knowledge management competence: Towards a theoretical framework. In Proceedings of the 38th Annual Hawaii International Conference on System Sciences, Hawaii (pp. 1–10). IEEE. | es_ES |
dc.description.references | Romano, A. C. Jr (2000). Customer relations management in information systems research. In H. M. Chung (Ed.), Proceedings of the Americas Conference in Information Systems (AMCIS), Long Beach, California, 10–13 August, pp. 811–819. | es_ES |
dc.description.references | Romano Jr, N. C., & Fjermestad, J. (2001). Electronic Commerce Customer Relationship Management: An Assessment of Research. International Journal of Electronic Commerce, 6(2), 61-113. doi:10.1080/10864415.2001.11044232 | es_ES |
dc.description.references | Sahay, B. S., & Ranjan, J. (2008). Real time business intelligence in supply chain analytics. Information Management & Computer Security, 16(1), 28-48. doi:10.1108/09685220810862733 | es_ES |
dc.description.references | Scullin, S., Allora, J., Lloyd, G. O. & Fjermestad, J. (2002). Electronic customer relationship management: Benefits, considerations, pitfalls and trends. In Proceedings of the IS One World Conference, Las Vegas, Nevada, April, pp. 3–5. | es_ES |
dc.description.references | Shane, S. A., & Ulrich, K. T. (2004). 50th Anniversary Article: Technological Innovation, Product Development, and Entrepreneurship inManagement Science. Management Science, 50(2), 133-144. doi:10.1287/mnsc.1040.0204 | es_ES |
dc.description.references | Sims, D. (2000). A new ROI for new economy CRM and just why doesn’t high-tech get it? crmguru.com, April 2000. | es_ES |
dc.description.references | Sin, L. Y. M., Tse, A. C. B., & Yim, F. H. K. (2005). CRM: conceptualization and scale development. European Journal of Marketing, 39(11/12), 1264-1290. doi:10.1108/03090560510623253 | es_ES |
dc.description.references | Tushman, M. L. (1997). Winning through innovation. Strategy & Leadership, 25(4), 14-19. doi:10.1108/eb054591 | es_ES |
dc.description.references | Verhoef, P. C., & Donkers, B. (2001). Predicting customer potential value an application in the insurance industry. Decision Support Systems, 32(2), 189-199. doi:10.1016/s0167-9236(01)00110-5 | es_ES |
dc.description.references | Vorhies, D. W., & Harker, M. (2000). The Capabilities and Perfor Mance Advantages of Market‐Driven Firms: An Empirical Investigation. Australian Journal of Management, 25(2), 145-171. doi:10.1177/031289620002500203 | es_ES |
dc.description.references | Waltner, C. (2001). CRM makes on-line shopping personal. InformationWeek, January 29, 2001. | es_ES |
dc.description.references | Weerawardena, J. (2003). Exploring the role of market learning capability in competitive strategy. European Journal of Marketing, 37(3/4), 407-429. doi:10.1108/03090560310459023 | es_ES |
dc.description.references | Whatis.com. (2001). DIY BI: A guide to self-service business intelligence implementation. Retrieved from http://whatis.techtarget.com/whatis_definition_page/0,4152,211901,00.html | es_ES |
dc.description.references | Zhu, Z., & Nakata, C. (2007). Reexamining the Link Between Customer Orientation and Business Performance: The Role of Information Systems. Journal of Marketing Theory and Practice, 15(3), 187-203. doi:10.2753/mtp1069-6679150301 | es_ES |
dc.relation.references | 10.1007/s13280-016-0800-y | es_ES |
dc.relation.references | 10.1177/0266242611417472 | es_ES |
dc.relation.references | 10.3390/su11010077 | es_ES |
dc.relation.references | 10.1108/02635570210419636 | es_ES |
dc.relation.references | 10.1108/09590550110696969 | es_ES |
dc.relation.references | 10.4324/9780080472430 | es_ES |
dc.relation.references | 10.1108/13673270910971923 | es_ES |
dc.relation.references | 10.1108/13673270810852359 | es_ES |
dc.relation.references | 10.1108/13287260810916907 | es_ES |
dc.relation.references | 10.1108/14637150310496758 | es_ES |
dc.relation.references | 10.1504/GBER.2015.066533 | es_ES |
dc.relation.references | 10.1108/13673271311315196 | es_ES |
dc.relation.references | 10.1108/09574099910805923 | es_ES |
dc.relation.references | 10.2307/2393553 | es_ES |
dc.relation.references | 10.1108/14637150310496721 | es_ES |
dc.relation.references | 10.1287/mnsc.42.5.693 | es_ES |
dc.relation.references | 10.2307/2393031 | es_ES |
dc.relation.references | 10.1080/14783360903549865 | es_ES |
dc.relation.references | 10.1108/02656719910249333 | es_ES |
dc.relation.references | 10.1002/1097-0266(200010/11)21:10/11<1105::AID-SMJ133>3.0.CO;2-E | es_ES |
dc.relation.references | 10.1016/j.jbusres.2015.01.026 | es_ES |
dc.relation.references | 10.1142/S136391961850055X | es_ES |
dc.relation.references | 10.1177/0266242611430100 | es_ES |
dc.relation.references | 10.1177/002224299906300205 | es_ES |
dc.relation.references | 10.3390/su10041237 | es_ES |
dc.relation.references | 10.1016/S0263-2373(02)00101-9 | es_ES |
dc.relation.references | 10.1016/S0305-0483(96)00043-6 | es_ES |
dc.relation.references | 10.1057/kmrp.2012.14 | es_ES |
dc.relation.references | 10.1108/09600030910962249 | es_ES |
dc.relation.references | 10.1108/02635570510575171 | es_ES |
dc.relation.references | 10.1007/BF03326058 | es_ES |
dc.relation.references | 10.1002/smj.197 | es_ES |
dc.relation.references | 10.1016/j.indmarman.2003.08.015 | es_ES |
dc.relation.references | 10.1080/07421222.2001.11045661 | es_ES |
dc.relation.references | 10.1016/j.indmarman.2007.02.005 | es_ES |
dc.relation.references | 10.3390/su10072567 | es_ES |
dc.relation.references | 10.1177/0165551506070739 | es_ES |
dc.relation.references | 10.1108/02635571211193635 | es_ES |
dc.relation.references | 10.1016/j.ijinfomgt.2007.09.001 | es_ES |
dc.relation.references | 10.1016/j.jretai.2006.10.002 | es_ES |
dc.relation.references | 10.1287/orsc.2.1.71 | es_ES |
dc.relation.references | 10.1016/S0167-9236(01)00108-7 | es_ES |
dc.relation.references | 10.1509/jmkr.48.SPL.S1 | es_ES |
dc.relation.references | 10.1177/0092070305281090 | es_ES |
dc.relation.references | 10.1016/j.chb.2014.03.030 | es_ES |
dc.relation.references | 10.1002/9780470714379.ch | es_ES |
dc.relation.references | 10.1111/j.1540-5885.2012.00939.x | es_ES |
dc.relation.references | 10.1108/14601060610707876 | es_ES |
dc.relation.references | 10.3390/su10082916 | es_ES |
dc.relation.references | 10.1108/10878570410699249 | es_ES |
dc.relation.references | 10.2307/3069377 | es_ES |
dc.relation.references | 10.1509/jmkg.72.1.027 | es_ES |
dc.relation.references | 10.1023/A:1008129012953 | es_ES |
dc.relation.references | 10.1109/HICSS.2005.180 | es_ES |
dc.relation.references | 10.1080/10864415.2001.11044232 | es_ES |
dc.relation.references | 10.1108/02635571011008434 | es_ES |
dc.relation.references | 10.1108/09685220810862733 | es_ES |
dc.relation.references | 10.1287/mnsc.1040.0204 | es_ES |
dc.relation.references | 10.1108/03090560510623253 | es_ES |
dc.relation.references | 10.1108/eb054591 | es_ES |
dc.relation.references | 10.1016/S0167-9236(01)00110-5 | es_ES |
dc.relation.references | 10.1177/031289620002500203 | es_ES |
dc.relation.references | 10.1108/03090560310459023 | es_ES |
dc.relation.references | 10.2753/MTP1069-6679150301 | es_ES |