Business performance and customer relationship management: The effect of IT, organisational contingency and business process on Taiwanese manufacturers

Lee, Chao-Hsiung; Huang, Shaio Yan; Barnes, F. Barry; Kao, L.R.

doi:10.1080/14783360903492595

Cited by 31 publications

(14 citation statements)

References 22 publications

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“…The findings of this study add to literature analyzing the factors that affect the relationship between IT and performance. Specifically, it adds to recent literature related to the contingency factors in the relationship between IT and quality performance (Lee et al, 2010), by identifying quality management as an effective mediator in the relationship. Therefore, the emphasis on technology alone cannot singularly ensure high performance but it is the fusion of people, business, and technology resources, with the "management difference" (i.e., quality management) producing the critical distinctive advantage.…”

Section: Discussion and Practical Implicationsmentioning

confidence: 99%

Effect of IT and quality management on performance

Sánchez‐Rodríguez

Martínez‐Lorente

2011

Industrial Management &Amp; Data Systems

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Purpose -The present study aims to draw on operations management and information technology literature to examine the effect of three information technology resources (electronic data interchange (EDI), computer-aided design and manufacturing (CAD/CAM), and enterprise resource planning (ERP) systems) and three related quality management capabilities (customer and supplier relations, product and process management, and quality data and workforce management) and their effect on a firm's quality performance. Design/methodology/approach -Hypotheses derived from the key features of quality management and information technology presented by previous authors are tested using structural equation modeling through field research on a sample of 229 manufacturing companies in Spain. Findings -Findings from this study indicate that there is significant evidence to support the hypothesized model in which information technology resources (EDI, ERP systems, and CAD/CAM systems) have a direct impact on related quality management capabilities (customer and supplier relations, product and process management, and quality data and workforce management) as well as an indirect impact on quality performance mediated through quality management capabilities. Originality/value -The discrepant findings in the literature suggest the need to identify contingencies that may govern the IT-performance relationship. This study focuses on the interplay between information technology, quality management, and quality performance.

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Section: Discussion and Practical Implicationsmentioning

confidence: 99%

Effect of IT and quality management on performance

Sánchez‐Rodríguez

Martínez‐Lorente

2011

Industrial Management &Amp; Data Systems

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“…With the rapidly growing development of convenience shopping through electronic commerce, global competition, and changing customer needs, traditional business operating strategies have totally changed. Companies have to reconsider and re-engineer their business processes for customer satisfaction, and the efficiency of production and services from the viewpoint of customer relationship management (Lee, Huang, Barnes, & Kao, 2010). For some firms, customer relations has turned out to be a high image-building posture, e.g., IBM, Dell, British Airways, GE, and BMW.…”

Section: Growth-bound Architecturementioning

confidence: 99%

The Symphony Paradigm: Strategy for Managing Market Competition

Rajagopal

2011

Journal of Transnational Management

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“…Due to the growing global competition and changing consumer needs in recent years [23], increasing environmental considerations and energy shortages have made green issues a topical subject in many industries [24]. Enterprises attempt to recover renewable raw materials in order to obtain profits while simultaneously protecting the environment [25], and are devoted to the sustainable development of the environment [26].…”

Section: The Paris Agreementmentioning

confidence: 99%

Green Production Planning and Control Model with ABC under Industry 4.0 for the Paper Industry

Tsai

Lai

2018

Sustainability

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In the last 20 years, with the liberalization of the economy, and the trend of industrial globalization, people have gradually paid more attention to environmental protection. With the tremendous advances in information technology, enterprises facing such a severe impact on the business operations, business administrative models must be innovative and adaptable in order to survive and flourish. The paper industry is not only a highly polluting industry, but in the case of long-term overcapacity, the price of paper products is often suppressed, which lowers profitability. The purpose of this study, which is based on the production data of a paper company, is to pose a mathematical programming decision model which integrates green manufacturing technologies, activity-based costing (ABC), and the theory of constraint (TOC); this model should assist in preparing the best production plans, and achieve the optimal profitable product mix. In addition, this study also proposes that the most popular related technologies developed by Industry 4.0 be applied to production control in recent years in order to enhance production efficiency and quality. The findings of this study should contribute to the improvement of the competitiveness of the paper industry, and provide insights into the value of an integrated mathematical programming model applied for product-mix decision. At the same time, we have also applied the related technologies developed by Industry 4.0 to machine maintenance and quality control in manufacturing workshops. With its tremendous benefits, we can actively arouse the industry’s understanding of, and attention to, Industry 4.0, thereby increasing the interest in industrial 4.0-related technology investments.

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Business performance and customer relationship management: The effect of IT, organisational contingency and business process on Taiwanese manufacturers

Cited by 31 publications

References 22 publications

Effect of IT and quality management on performance

Effect of IT and quality management on performance

The Symphony Paradigm: Strategy for Managing Market Competition

Green Production Planning and Control Model with ABC under Industry 4.0 for the Paper Industry

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