Impact of Social CRM Capabilities on Firm Performance

2016 ◽  
Vol 8 (4) ◽  
pp. 1-16 ◽  
Author(s):  
Shampy Kamboj ◽  
Mayank Yadav ◽  
Zillur Rahman ◽  
Praveen Goyal
Keyword(s):  
Social Media ◽  
Firm Performance ◽  
Structural Equation ◽  
Performance Outcomes ◽  
Two Dimensions ◽  
Equation Modeling ◽  
Media Technologies ◽  
Social Crm ◽  
Technology Resources

The emergence of social media technologies have drastically changed the face of customer relationship management (CRM), hence firms are incorporating social media technologies in their existing CRM systems which has led to the evolution of social CRM. This article extends capability-based perspective of traditional CRM by integrating it with social media technologies and to assess empirically their significant impact on firm performance. It also examines the mediating role of co-created customer experience. The developed hypothesis and proposed model were tested through structural equation modeling (SEM). The results show that co-created customer experiences play a role of mediator between social CRM capabilities and performance outcomes. Sales/marketing centric technology resources significantly influence four dimensions and customer centric technology resources influence two dimensions of relational information processing capability. The findings also depict that there is an influence of Sales/marketing and customer centric technology resources on customer linking, market sensing and social CRM capabilities.

Impact of Social CRM Capabilities on Firm Performance

2021 ◽  
pp. 1005-1021
Author(s):  
Shampy Kamboj ◽  
Mayank Yadav ◽  
Zillur Rahman ◽  
Praveen Goyal
Keyword(s):  
Social Media ◽  
Firm Performance ◽  
Customer Relationship ◽  
Four Dimensions ◽  
Media Technologies ◽  
Social Crm ◽  
The Face ◽  
And Performance ◽  
Technology Resources

The emergence of social media technologies have drastically changed the face of customer relationship management (CRM), hence firms are incorporating social media technologies in their existing CRM systems which has led to the evolution of social CRM. This article extends capability-based perspective of traditional CRM by integrating it with social media technologies and to assess empirically their significant impact on firm performance. It also examines the mediating role of co-created customer experience. The developed hypothesis and proposed model were tested through structural equation modeling (SEM). The results show that co-created customer experiences play a role of mediator between social CRM capabilities and performance outcomes. Sales/marketing centric technology resources significantly influence four dimensions and customer centric technology resources influence two dimensions of relational information processing capability. The findings also depict that there is an influence of Sales/marketing and customer centric technology resources on customer linking, market sensing and social CRM capabilities.

Skill-enhancing human resource practices and firm performance: the mediating role of innovativeness

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Joan-Lluís Capelleras ◽  
Shpresim Domi ◽  
Giovanni Belletti
Keyword(s):  
Firm Performance ◽  
Structural Equation ◽  
Online Survey ◽  
Performance Outcomes ◽  
Mediation Effect ◽  
Equation Modeling ◽  
Cross Sectional ◽  
Content Type ◽  
Hr Practices

Purpose The purpose of this study is to investigate the interplay of skill-enhancing human resources (HR) practices, innovativeness and firm performance. Design/methodology/approach Data from 211 valid cases were gathered through an online survey and face-to-face interviews with Albanian tourism firms. Structural equation modeling was implemented to test the proposed hypotheses. Findings The results suggest that HR training has a positive influence on innovativeness, which in turn affects positively firm performance. Thus, there is a mediation effect of innovativeness in the link between training and performance. Research limitations/implications The findings are in line with the strategic perspective on HR management, which suggests that HR practices are likely to indirectly affect firm performance. However, results should be interpreted with caution due to the cross-sectional nature of the data. Practical implications HR training practices may help tourism firms to increase their innovation orientation and ultimately improve their performance outcomes. Originality/value Investigating the mediation role of innovativeness on the relationship between skill-enhancing HR practices and firm performance within the tourism context is the core contribution.

The Influence of Strategic Orientation on Firm Performance Mediated by Social Media Orientation at MSMEs

2018 ◽  
Vol 4 (08) ◽  
Author(s):  
Aekram Faisal ◽  
Asep Hermawan ◽  
Willy Arafah
Keyword(s):  
Social Media ◽  
Firm Performance ◽  
Market Orientation ◽  
Entrepreneurial Orientation ◽  
Two Dimensions ◽  
Strategic Orientation ◽  
Equation Modeling ◽  
Learning Orientation ◽  
Technological Orientation ◽  
Media Orientation

The main purpose of this research is to analyze the influence of strategic orientation on firm performance mediated by social media orientation at MSMEs. Strategic orientation includes market orientation, entrepreneurial orientation, technological orientation, and learning orientation. The design used in this research is hypothesis testing by using Structural Equation Modeling (SEM). The respondent population of this research is all owners or managers of MSMEs located in DKI Jakarta area and have been running their business for at least 2 (two) years, and have used social media in their business. This study used a sample of respondents. The sampling was done by using non-probability sampling technique with purposive sampling method with 321 respondents. The results of this study show that only learning orientation has a direct effect on firm performance, while for market orientation and entrepreneurial orientation requires mediation role from social media orientation, and for technological orientation either directly or after mediation by social media orientation still has no effect significant to firm performance. The variable that has the greatest influence on firm performance after mediated by social media orientation is the entrepreneurial orientation. The results of this study provide insight for MSMEs practitioners, in order to use their strategic activities to increase the use of social media so as to improve the firm performance. This study has limitations, including not detailing the construct dimension of social media orientation into two dimensions of visibility and Sales and business development, and the sample of respondents from this study is only the perpetrators of MSMEs located in the area of DKI Jakarta. This can be a suggestion for further research. The model proposed in this study is to add the role of social media orientation as a mediation variable in the relationship between strategic orientation with firm performance.

The effects of multiculturalism and mechanistic disdain for robots in human-to-robot communication scenarios

2013 ◽  
Vol 14 (1) ◽  
pp. 81-106 ◽  
Author(s):  
Hyun-Hee Heo ◽  
Min-Sun Kim
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Cultural Orientation ◽  
Humanoid Robots ◽  
Two Dimensions ◽  
Equation Modeling ◽  
Mediating Role ◽  
Computer Based ◽  
Robot Communication

This study investigates the effects of cultural orientation and the degree of disdain for robots on the preferred conversational styles in human-to-robot interactions. 203 participants self-reported on questionnaires through a computer-based online survey. The two requesting situations were intended to simulate the participants’ interactions with humanoid social robots through an Internet video-phone medium of communication. Structural equation modeling was performed to examine the mediating role of mechanistic disdain between multicultural orientation and conversational constraints. The findings reveal that between the two dimensions of multicultural orientation, only open-mindedness inversely influences mechanistic disdain. Mechanistic disdain, in turn, negatively affects three face-related conversational constraints, thereby leading to a lesser concern for robots’ feelings, for minimizing impositions on robots, and for avoiding robots’ negative evaluations. The implications of our findings on humans’ relations with virtual robot entities and on the future development of humanoid robots are discussed.

scholarly journals Workload, Techno Overload, and Behavioral Stress During COVID-19 Emergency: The Role of Job Crafting in Remote Workers

2021 ◽  
Vol 12 ◽  
Author(s):  
Emanuela Ingusci ◽  
Fulvio Signore ◽  
Maria Luisa Giancaspro ◽  
Amelia Manuti ◽  
Monica Molino ◽  
...  
Keyword(s):  
Latent Variables ◽  
Structural Equation ◽  
Protective Factor ◽  
Two Dimensions ◽  
Job Crafting ◽  
Equation Modeling ◽  
Work Overload ◽  
Daily Work ◽  
Behavioral Stress

The radical changes deriving from the COVID-19 emergency have heavily upset some of the most familiar routines of daily work life. Abruptly, many workers have been forced to face the difficulties that come with switching to remote working. Basing on the theoretical framework proposed by the Job Demands-Resources model, the purpose of this paper was to explore the effect of work overload (workload and techno overload), on behavioral stress, meant as an outcome linked to the health impairment process. Furthermore, the aim of the study was to explore the mediating role of job crafting, considered as a second-order construct consisting of two dimensions (increasing structural resources and increasing challenging demands) in the abovementioned relation. Participants were 530 workers experiencing remote working or work-from-home during the first COVID-19 lockdown in Italy (March–May 2020). Hypotheses were explored by using three different latent variables, measured reflexively through indicators on a 5-point scale, extracted from validated questionnaires. Data analysis was performed through Structural Equation Modeling; to test the mediation, bootstrap validation was computed (n = 2,000). Results showed that the mediation of job crafting was partial. More specifically, the direct effect between work overload and behavioral stress was positive; moreover, the indirect, negative effect through the mediation of job crafting was also significant. Therefore, results showed that job crafting can play a crucial role as a protective factor supporting the activation and adjustment of suitable resources; these resources can be useful to deal with the negative effects of work overload, particularly under the condition of heavy remote working and use of technologies, on individual outcomes. Starting from the current global scenario of the pandemic that has not yet ceased its effects, the study suggested decisive theoretical and practical implications. Accordingly, findings extended the current trends in occupational health psychology research, with special reference to the mainstream topic “work and COVID-19” in the Italian context. Finally, results can give suggestions to companies engaged in managing change, recommending that they build a collaborative workplace at the individual and collective level to implement job crafting interventions and enrich the personal and organizational resources of workers, which is useful cope with the current demands.

scholarly journals Toward Firm Performance in Indonesia: The Role of Good Corporate Governance and Investment Opportunity Set

2021 ◽  
Vol 17 (1) ◽  
pp. 81-90
Author(s):  
Dedi Rusdi ◽  
Indri Kartika ◽  
Maya Indriastuti
Keyword(s):  
Corporate Governance ◽  
Structural Equation Modeling ◽  
Firm Performance ◽  
Structural Equation ◽  
Equation Modeling ◽  
Investment Opportunity ◽  
Purposive Sampling ◽  
Good Corporate Governance ◽  
Investment Opportunity Set

Abstract: This study examined the role of good corporate governance and investment opportunity set in maintaining firm performance. This study's sample population comprised 240 manufacturing companies listed on the Indonesia Stock Exchange from 2016 to 2019. The research sample was selected using a purposive sampling method. The data were analyzed by using structural equation modeling analysis (SEM). The results showed that good corporate governance in terms of board size had a negative effect on firm performance. Meanwhile, good corporate governance in terms of board independence and investment opportunity set had a positive effect on firm performance.Keywords: good corporate governance, investment opportunity set, firm performance Menuju Kinerja Perusahaan di Indonesia: Peran Good Corporate Governance dan Investment Opportunity Set Abstrak: Studi ini menguji peran good corporate governance dan investment opportunity set dalam menjaga kinerja perusahaan. Populasi sampel penelitian terdiri dari 240 perusahaan manufaktur yang terdaftar di Bursa Efek Indonesia dari tahun 2016 hingga 2019. Sampel penelitian dipilih dengan menggunakan metode purposive sampling. Analisis data menggunakan analisis structural equation modeling (SEM). Hasil penelitian menunjukkan bahwa good corporate governance ditinjau dari ukuran dewan komisaris berpengaruh negatif terhadap kinerja perusahaan. Sedangkan good corporate governance ditinjau dari independensi dewan komisaris dan investment opportunity set berpengaruh positif terhadap kinerja perusahaan.Kata kunci: good corporate governance, investment opportunity set, kinerja perusahaan

Role of Normative Commitment in Predicting Members' Participation in the Union

1997 ◽  
Vol 80 (3_suppl) ◽  
pp. 1183-1207 ◽  
Author(s):  
Mary Pisnar-Sweeney
Keyword(s):  
Structural Equation ◽  
Labor Union ◽  
Behavioral Outcomes ◽  
Two Dimensions ◽  
Collective Bargaining Agreement ◽  
Equation Modeling ◽  
Normative Commitment ◽  
Community Activities ◽  
The Individual

This study examined commitment to a labor union as a two-dimensional construct consisting of Normative Commitment and Instrumental Attachment. Historically commitment to a labor organization has been viewed as an instrumental construct referring to union members who become attached to the union because of economic and extrinsic benefits gained from the collective bargaining agreement. Normative Commitment represents the individual association with the organization based upon a belief in and agreement with its values, ideals, and goals. A sample of 173 unionized firefighters was used to evaluate a model of commitment to a union in which the two dimensions of Normative Commitment and Instrumental Attachment are assumed to be intervening constructs with six antecedent factors, i.e., Family History, Work Beliefs, Union Socialization, Employment Alternatives, Union Benefits, and Satisfaction with the Grievance System, and two behavioral outcomes of Participation of union members in routine union activities, i.e., holding office, serving on a committee, and Extrarole Behavior such as volunteering for union, political, or community activities. Structural equation modeling indicated that Normative Commitment to the union is a significant predictor of members' Participation and Extrarole Behavior.

scholarly journals Relationship between social media marketing practices and customer response with mediating role of brand equity dimensions: an empirical investigation

2021 ◽  
Vol 12 (5) ◽  
pp. 1583-1599
Author(s):  
Elmira Shadi ◽  
Ailar Ebrahimi Hesari ◽  
Behzad Shahrabi
Keyword(s):  
Social Media ◽  
Structural Equation Modeling ◽  
Brand Equity ◽  
Structural Equation ◽  
Study Data ◽  
Social Media Marketing ◽  
Equation Modeling ◽  
Mediating Role ◽  
Survey Sample

This study aims to investigate the relationship between social media marketing practices and customer response with consideration of the mediating role of brand equity dimensions through structural equation modeling in an empirical case study. Data are analyzed using structural equation modeling. The following findings are found: The results show that there is a significant relationship between social media marketing practices and customer response in the survey sample. Additionally, the hypothesis about the mediating role of brand equity dimensions is also supported. The results of our research augment our understanding of the role of social media marketing practices in stimulating customer response (electronic word-of-mouth and commitment) and the role of brand equity dimensions (brand awareness and brand image).

scholarly journals Explaining News Trust in Social Media News during the COVID-19 Pandemic—The Role of a Need for Cognition and News Engagement

2021 ◽  
Vol 18 (24) ◽  
pp. 12986
Author(s):  
Ines Kožuh ◽  
Peter Čakš
Keyword(s):  
Social Media ◽  
Structural Equation Modeling ◽  
Prior Knowledge ◽  
Structural Equation ◽  
Scientific Evidence ◽  
Need For Cognition ◽  
Equation Modeling ◽  
Actual Situation

During the recent COVID-19 pandemic, people have, in many cases, acquired information primarily from social media. Users’ need to stay informed and the intensive circulation of news has led to the spread of misinformation. As they have engaged in news, it has raised the question of trust. This study provides a model on how news trust can be explained through a need for cognition and news engagement. Accordingly, 433 Slovenian social media users participated in our survey. Structural equation modeling revealed that (1) the lower the need for cognition and the more prior knowledge about COVID-19 users have, the more they believe that social media news comprises all facts about the disease; (2) the more users believe that news comprises all essential facts, the more they trust that the news depicts the actual situation about COVID-19 accurately; (3) the more users are interested in engaging with social media news, the more they trust that the actual situation about COVID-19 is depicted accurately. These findings may help authorities to frame messages about COVID-19 effectively. We suggest investing more effort in disseminating new scientific evidence about the disease to contribute to the accurate shaping of knowledge about COVID-19 among social media users.

Customer-contact employees’ empowerment and customer performance

2019 ◽  
Vol 69 (9) ◽  
pp. 1833-1859
Author(s):  
Sarra Berraies ◽  
Rached Chtioui ◽  
Mehrez Chaher
Keyword(s):  
Performance Indicators ◽  
Structural Equation ◽  
Banking Sector ◽  
Two Dimensions ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Customer Contact ◽  
Content Type ◽  
Mediating Role

Purpose The purpose of this paper is to explore the relationship between the customer-contact employees’ (CCE) empowerment and customer performance indicators, namely, perceived service quality (PSQ), customer satisfaction (CS), customer loyalty (CL) and word-of-mouth (WOM). The authors deepen the analysis by highlighting the mediating role of the dimensions of the customer relationship management (CRM) effectiveness in this link. The authors also investigate links between customer performance indicators. Design/methodology/approach An empirical study was carried out on the basis of a questionnaire administrated to a sample of 215 Tunisian bank CCE and 516 customers. Data analysis was performed using the structural equation modeling method. Findings Findings reveal that the CCE’ empowerment contributes to PSQ, CS and all the dimensions of CRM effectiveness which in turn are key factors of customer performance. This research also outlines the mediating role of two dimensions of the CRM effectiveness, namely, organizational commitment and customer experience between CCE’ empowerment and PSQ and CS, respectively. In addition, the study highlights that PSQ improves CS which is positively linked to CL. Finally, loyal customers tend to generate positive WOM. Originality/value Few studies have investigated the effects of the CCE’ empowerment on PSQ, CS, CL and positive WOM, especially in the banking sector. This research fills this gap by highlighting the mediating role of the dimensions of the CRM effectiveness in these links. This paper offers interesting insights to bankers by providing them with tools to improve their customers’ relationship. In this sense, banks must bet on the proximity of the CCE as a key asset that allows creating a real sense of closeness with customers and offers lighting to banks on how to create customized marketing approaches to ensure customer performance.

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