The effect of customer relationship management adoption on organizational performance in business-to-business setting

Simple item page
dc.contributorPh.D. Program in Management.
dc.contributor.advisorToker, Ayşegül.
dc.contributor.authorAta, Ülfet Zeynep.
dc.date.accessioned2023-03-16T12:16:30Z
dc.date.available2023-03-16T12:16:30Z
dc.date.issued2008.
dc.description.abstractThe main purpose of this study is to investigate the effects of customer relationship management (CRM) practices on customer satisfaction and firm performance in business-to-business markets. The model developed for this purpose is tested empirically through data obtained from Turkish companies. The results indicate that CRM adoption has a significant positive effect on both customer satisfaction and organizational performance. It is also observed that CRM adoption significantly affects organizational marketing performance, but not financial performance. Additionally, the results reveal that enhanced customer satisfaction leads to better organizational performance in business-to-business organization. This study contributes to existing literature in terms of new variables in the operationalization of CRM adoption in business-to-business markets, and the novel investigation of the CRM concept in business-to-business organizations.
dc.format.extent30cm.
dc.format.pagesxiii, 172 leaves;
dc.identifier.otherAD 2008 A83 PhD
dc.identifier.urihttps://digitalarchive.library.bogazici.edu.tr/handle/123456789/16879
dc.publisherThesis (Ph.D.)-Bogazici University. Institute for Graduate Studies in the Social Sciences, 2008.
dc.relationIncludes appendices.
dc.relationIncludes appendices.
dc.subject.lcshPerformance.
dc.subject.lcshCustomer relations -- Management.
dc.subject.lcshConsumer satisfaction.
dc.subject.lcshIndustrial marketing.
dc.titleThe effect of customer relationship management adoption on organizational performance in business-to-business setting

Files

Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
b1543543.005028.001.PDF
Size:
1.05 MB
Format:
Adobe Portable Document Format
Download

Collections

Ph.D. Theses