Purpose -This study is trying to investigate the effect of customer relationship management (CRM ) capabilities on building a sustainablecompetitive advantage in the mobile phone operators in Jordan. It is intended to develop a valid measurement model of (CRM) capabilities, and to explore the key factors of CRM that lead to a competitive edge.Design/methodology/approach -Questionnaire survey was used to gather data. In order to develop a reliable and valid measurement model of CRM capabilities, questionnaire survey were conducted and hypotheses were tested by utilizing the technique of multiple regression analysis in addition to reliability and multicollinearity tests.Findings -A three-capabilities (customer interaction management, customer relationship upgrading, and customer win-back) measurement model of CRM is developed and tested. Furthermore, results support the hypothesized influences of these three capabilities influence on firms' building a sustainable competitive advantage.Practical implications -This study provides a useful measurement mode of CRM capabilities that managers can use to evaluate the status in quo of CRM of their firms. Managers may also improve their CRM programs more effectively and efficiently by deploying such strategic resources of firms to build a sustainable competitive advantage.Originality/value -The paper addresses significant gaps in the current literature by taking a capability view of CRM, developing a valid measurement model of CRM capabilities, and examining how possession of important CRM resources influences the effective deployment of CRM capabilities.

This study explored the impact of organizational creativity on sustainable development in the Kuwaiti industrial sector. The researchers adopted a descriptive-analytical approach to explore the impact of organizational creativity on sustainable development in the Kuwaiti industrial sector. The researchers designed a questionnaire to pass it to the members of the population in the Kuwaiti Industrial Sector. The population consists of all the administrators who work in the Kuwaiti Industrial sector. It was found that organizational creativity dimensions (acknowledgment, utilization, and reengineering) impact sustainable development dimensions (the economic, social, and environmental dimensions) in the Kuwaiti industrial sector. Also, it was found that there is a high level of agreement on applying Organizational Creativity and Sustainable Development in the Kuwaiti Industrial Sector. The researchers recommended examining the technological methods used in the industrial sector, managing the costs efficiently by companies, and providing the required financial and human resources for reengineering various resources.

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