Authors
Associate Professor of Management & Accounting School Allameh Tabataba’i University
Abstract
The objective of present article is to study the effect of knowledge management considering mediating role of organizational factors. This is an empirical research and the research method is descriptive survey. Research statistical population consists of 5480 staffs of Bank Melli Iran located in Tehran. Also, a random sample of 336 persons was selected using Kredjcie-Morgan Table. Data was collected using a questionnaire and they were analyzed by SPSS and LISREL software. The obtained results show that CRM technology, knowledge acquisition, knowledge sharing and customer orientation variables have significant impact on the success of customer relationship management (CRM).
Keywords
حسنقلی پور، طهمورث، سید جوادین، سیدرضا، روستا، احمد، خانلری، امیر (1391). مدل ارزیابی فرایند مدریت ارتباط با مشتری در بانک‌های تجاری خصوصی کشور. مدیریت فناوری اطلاعات، 4(10)، 62-41.
رضائی ملک، نرگس، رادفر، رضا (1392). مدلی برای اولویت‌دهی عوامل مدیریت دانش در بهبود عملکرد مدیریت ارتباط با مشتری (مطالعه موردی: بانک سپه). مدیریت فناوری اطلاعات، 5(3)، 82 – 63.
صلواتی، عادل، کفچه، پرویز، صالح پور، کیوان (1390). بررسی اثرات مدیریت دانش بر مدیریت ارتباط با مشتری در بانک رفاه (مطالعه موردی: استان کردستان). فراسوی مدیریت، 4(16)، 78 – 59.
موغلی، علیرضا، باوندپور، مریم (1389). شناسایی عوامل مؤثر بر مدیریت ارتباط با مشتری و بررسی سهم هر یک از عوامل در اثربخشی مدیریت ارتباط با مشتری. مدیریت فردا، 9(23)،76-63.
Alavi, M. Leidner,D. E. (2001). Review: KM and KM systems: Conceptual foundations and research issues. MIS Quarterly, 25(1), 107–136.
Bang, J. (2005). Understanding customer relationship management from manager’s and customer’s perspective: Exploring the implications of CRM fit, market orientation, and market knowledge competence, Doctoral Thesis, University of Rhode Island.
Campbell, A.J. (2003). Creating customer knowledge competence: managing customer relationship management programs strategically. Industrial Marketing Management, 32(5): 375-383.
Dous, M. Kolbe, L. Salomann, H. Brenner, W. (2005). KM capabilities in CRM: Making knowledge for, from and about customers work.In Proceedings of the eleventh Americas conference on information systems Omaha, NE, USA, 167-178.
ElKordy, Manal (2014). The impact of CRM capability dimensions on organizational performance. European Journal of Business and Social Sciences,2(10), 128-146.
Garrido-Moreno,A. Padilla-Melendez, A.(2011).Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors. International Journal of Information Management, 31, 437-444.
Haghighi, M.A. Tabarsa, G.A. Kameli, B.(2014(.Investigation the Relationship between Knowledge Management Processes and Empowerment of Human Resources. Global Journal of Management Studies and Researches, 1(2), 122- 130.
Hart, S. Hogg, G. & Banerjee, M. (2004). Does the level of experience have an effect on CRM programs? Exploratory research findings, Industrial Marketing Management, 33, 549–560.
Kotorov, R.P. (2002) Ubiquituos organization: Organizational design for e-CRM. Business Process Management Journal, 8(3), 218–232.
Love, P. Edwards, D.J. Standing, C. Irani, Z.(2009).Beyond the Red Queen syndrome: CRM technology and building material suppliers, Engineering, Construction and Architectural Management, 16(5), 459–474.
Mendoza, L. E. Marius, A. Pérez, M. & Grimn, A.C. (2007), Critical success factors for a customer relationship management strategy. Information and Software Technology, 49, 913–945.
Narver, J. C. & Slater, F. S. (1990), The effect of a market orientation on business profitability, Journal of Marketing, 54(4), 20–35.
Racherla, P. & Hu, C. (2006), KM for an effective CRM system, In Paper presented at the Ph.D. research workshop for the 13th international conference (ENTER 2006 – information and communication technologies in tourism 2006) on information technology and travel & tourism Lausanne, Switzerland, January 17.
Radfar,R. Rezaei-malek, N.(2012).Improving performance of customer relationship management through applying knowledge management. International Journal of Management and Business Research, 2(2), 136-150.
Retna, S Kala & Tee NG Pak, (2011), Communities of practice: dynamics and success factors. Leadership & Organization Development Journal, 32(1), 41-59
Salmador, M.P. Bueno, E. (2007). Knowledge creation in strategy-making: Implications for theory and practice. European Journal of Innovation Management, 10(3), 1060–1460.
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.
Xu, M. Walton, J. (2005), Gaining customer knowledge through analytical CRM, Industrial Management + Data Systems, 105(7), 955–
حسنقلی پور، طهمورث، سید جوادین، سیدرضا، روستا، احمد، خانلری، امیر (1391). مدل ارزیابی فرایند مدریت ارتباط با مشتری در بانک‌های تجاری خصوصی کشور. مدیریت فناوری اطلاعات، 4(10)، 62-41.
رضائی ملک، نرگس، رادفر، رضا (1392). مدلی برای اولویت‌دهی عوامل مدیریت دانش در بهبود عملکرد مدیریت ارتباط با مشتری (مطالعه موردی: بانک سپه). مدیریت فناوری اطلاعات، 5(3)، 82 – 63.
صلواتی، عادل، کفچه، پرویز، صالح پور، کیوان (1390). بررسی اثرات مدیریت دانش بر مدیریت ارتباط با مشتری در بانک رفاه (مطالعه موردی: استان کردستان). فراسوی مدیریت، 4(16)، 78 – 59.
موغلی، علیرضا، باوندپور، مریم (1389). شناسایی عوامل مؤثر بر مدیریت ارتباط با مشتری و بررسی سهم هر یک از عوامل در اثربخشی مدیریت ارتباط با مشتری. مدیریت فردا، 9(23)،76-63.
Alavi, M. Leidner,D. E. (2001). Review: KM and KM systems: Conceptual foundations and research issues. MIS Quarterly, 25(1), 107–136.
Bang, J. (2005). Understanding customer relationship management from manager’s and customer’s perspective: Exploring the implications of CRM fit, market orientation, and market knowledge competence, Doctoral Thesis, University of Rhode Island.
Campbell, A.J. (2003). Creating customer knowledge competence: managing customer relationship management programs strategically. Industrial Marketing Management, 32(5): 375-383.
Dous, M. Kolbe, L. Salomann, H. Brenner, W. (2005). KM capabilities in CRM: Making knowledge for, from and about customers work.In Proceedings of the eleventh Americas conference on information systems Omaha, NE, USA, 167-178.
ElKordy, Manal (2014). The impact of CRM capability dimensions on organizational performance. European Journal of Business and Social Sciences,2(10), 128-146.
Garrido-Moreno,A. Padilla-Melendez, A.(2011).Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors. International Journal of Information Management, 31, 437-444.
Haghighi, M.A. Tabarsa, G.A. Kameli, B.(2014(.Investigation the Relationship between Knowledge Management Processes and Empowerment of Human Resources. Global Journal of Management Studies and Researches, 1(2), 122- 130.
Hart, S. Hogg, G. & Banerjee, M. (2004). Does the level of experience have an effect on CRM programs? Exploratory research findings, Industrial Marketing Management, 33, 549–560.
Kotorov, R.P. (2002) Ubiquituos organization: Organizational design for e-CRM. Business Process Management Journal, 8(3), 218–232.
Love, P. Edwards, D.J. Standing, C. Irani, Z.(2009).Beyond the Red Queen syndrome: CRM technology and building material suppliers, Engineering, Construction and Architectural Management, 16(5), 459–474.
Mendoza, L. E. Marius, A. Pérez, M. & Grimn, A.C. (2007), Critical success factors for a customer relationship management strategy. Information and Software Technology, 49, 913–945.
Narver, J. C. & Slater, F. S. (1990), The effect of a market orientation on business profitability, Journal of Marketing, 54(4), 20–35.
Racherla, P. & Hu, C. (2006), KM for an effective CRM system, In Paper presented at the Ph.D. research workshop for the 13th international conference (ENTER 2006 – information and communication technologies in tourism 2006) on information technology and travel & tourism Lausanne, Switzerland, January 17.
Radfar,R. Rezaei-malek, N.(2012).Improving performance of customer relationship management through applying knowledge management. International Journal of Management and Business Research, 2(2), 136-150.
Retna, S Kala & Tee NG Pak, (2011), Communities of practice: dynamics and success factors. Leadership & Organization Development Journal, 32(1), 41-59
Salmador, M.P. Bueno, E. (2007). Knowledge creation in strategy-making: Implications for theory and practice. European Journal of Innovation Management, 10(3), 1060–1460.
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.
Xu, M. Walton, J. (2005), Gaining customer knowledge through analytical CRM, Industrial Management + Data Systems, 105(7), 955–
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