The effect of customer ¬orientation and customer relationship management (CRM) infrastructure capabilities on innovative behavior
Subject Areas : Generalmahdi Almodarresi 1 , Hooshmand Bagheri Gara Bolagh 2 , mohammadreza gholami 3 , fateme mohammadi 4
1 - Yazd University
2 -
3 - Yazd University
4 - Tehran University
Keywords: customer¬ orientation, customer relationship management, infrastructure capabilities, -innovative behavior,
Abstract :
In most organizations there is a system is designed and applied for recruiting and preserving consumers which in fact is capable of managing organization-consumers relationships. Nowadays these systems have gained popularity as customer relationship management systems. The present study seeks to determine the effect of consideration of consumers and infrastructural abilities of customer relationship management on the information quality and innovative behavior. In terms of the applied results and goal, the present study is descriptive which has been conducted through survey method. The statistical population of the study was senior insurance experts and managers in branches of insurance companies of Tabriz city, Using Cochran sampling method, 85 individuals were selected as sample size. The questionnaire was used to collect filed data, and the Structural equation modelling to analyze the data.¬ The results of the study showed that infrastructural capabilities have a positive and significance effect on customer orientation, consumer information quality, and innovative behavior and as well as the results showed that customer orientation have a positive and significant effect on the consumer information quality and innovative behavior. Additionally, consumer information quality had a positive and significant effect on the innovative behavior and company performance, and finally there is a positive and significant relationship between innovative behavior and company performance.
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