CRM dimensions and performance of SMEs in Yemen:<i>the moderating role of human capital</i>

AlQershi, Nagwan; Mokhtar, Sany Sanuri Mohd; Abas, Zakaria

doi:10.1108/jic-05-2020-0175

Cited by 36 publications

(23 citation statements)

References 82 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…The potential success of any organization, including SMEs in developing countries, depends on its organizational performance (Ng & Kee, 2018), capacity to effectively implement activities and strategies, and the efforts toward achieving its objectives (AlQershi et al, 2020). Due to this fact, organizational performance is one of the most controversial concepts among scientists in establishing the effective factors that contribute to continuous performance improvement (Carter et al, 2018).…”

Section: Organizational Performancementioning

confidence: 99%

“…Over the last few years, most businesses operating in Kuwait are SMEs (Alzougool, 2019). Despite the magnanimous economic support and contribution of the governments in developing countries towards improvement of SMEs sector, SMEs' performance in developing countries fall short of the governments expectations in strengthening the national economy (Afriyie et al, 2019;AlQershi et al, 2020;Hafeez et al, 2013;Haroon & Shariff, 2016;Lo et al, 2016;Mgeni, 2015;Peter et al, 2018). Similarly, in Kuwait, SMEs' contribution to its GDP is low at 3%, indicating its SMEs' weak performance compared to other developing economies (Abu-Aisheh, 2018;Al-duwailah et al, 2019;Alzougool, 2019).…”

Section: Introductionmentioning

confidence: 99%

“…In order to understand what weakens SMEs' performance, many researchers have attempted to study various factors and predictors in creating efficient models to ensure continuous improvement of SMEs' performance, such as entrepreneurial leadership (Nor-Aishah et al, 2020), customer relationship management (CRM) (AlQershi et al, 2020), technological capabilities (Taghizadeh et al, 2020), knowledge management (Ferraris et al, 2019), entrepreneurial and market orientation (Mamun et al, 2018), and supply chain network (Z. Ali et al, 2019).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

The Nexus Between Learning Orientation, TQM Practices, Innovation Culture, and Organizational Performance of SMEs in Kuwait

Sawaean¹,

Ali

2021

IJIKM

View full text Add to dashboard Cite

Aim/Purpose: This paper aimed to examine the impact of learning orientation on organizational performance of small and medium enterprises (SMEs) via the mediating role of total quality management (TQM) practices and the moderating role of innovation culture. Background: SMEs’ organizational performance in developing countries, particularly in Kuwait, remains below expectation due to increasing competition and inadequate managerial practices that negatively impact their performance. Although several studies had revealed a significant effect of learning orientation on SMEs’ performance, the direct impact of learning orientation on their performance is still unclear. Thus, the link between learning orientation and organizational performance remains inconclusive and requires further examination. Methodology: This study adopted a quantitative approach based on a cross-sectional survey and descriptive design to gather the data in a specific period. The data were collected by distributing a survey questionnaire to the owners and Chief Executive Officers (CEOs) of Kuwaiti SMEs using online and on-hand instruments with 384 useable data obtained. Furthermore, the partial least square-structural equation modeling (PLS-SEM) analysis was performed to test the hypotheses. Contribution: This study bridged the significant gap in the role of learning orientation on SMEs’ performance in developing countries, specifically Kuwait. In this sense, a conceptual model was introduced, comprising a learning orientation, TQM practices, innovation culture, and organizational performance. In addition, this study confirmed the significant influence of TQM practices and innovation culture as intermediate variables in strengthening the relationship between learning orientation and organizational performance, which has not yet been verified in Kuwait. Findings: The results in this study revealed that learning orientation had a significant impact on organizational performance of SMEs in Kuwait. It could be observed that TQM practices play an important role in mediating the relationship between learning orientation and performance of SMEs, as well as that innovation culture plays an important moderating role in the same relation. Recommendations for Practitioners: This study provided a framework for the decision-makers of SMEs on the significant impact of the antecedents that enhanced the level of organizational performance. Hence, owners/CEOs of SMEs should improve their awareness and knowledge of the importance of learning orientation, TQM practices, and innovation culture since it could significantly influence their performance to achieve success and sustainability when adopted and managed systematically. The CEOs should also consider building an innovation culture in the internal environment, which enables them to transform new knowledge and ideas into innovative methods and practices. Recommendation for Researchers: The results in this study highlighted the mediating effect of TQM practices on the relationship between learning orientation (the independent variable) and organizational performance (the dependent variable) of SMEs and the moderating effect of innovation culture in the same nexus. These relationships were not extensively addressed in SMEs and thus required further validation. Impact on Society: This study also influenced the management strategies and practices adopted by entrepreneurs and policymakers working in SMEs in developing countries, which is reflected in their development and the national economy. Future Research: Future studies should apply the conceptual framework of this study and assess it further in other sectors, including large firms in developing and developed countries, to generalize the results. Additionally, other mechanisms should be introduced as significant antecedents of SMEs’ performance, such as market orientation, technological orientation, and entrepreneurial orientation, which could function with learning orientation to influence organizational performance effectively.

show abstract

Section: Organizational Performancementioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

The Nexus Between Learning Orientation, TQM Practices, Innovation Culture, and Organizational Performance of SMEs in Kuwait

Sawaean¹,

Ali

2021

IJIKM

View full text Add to dashboard Cite

show abstract

“…There is a strong indication of R&D investments boosting a firm's knowledge and innovative abilities (Ferraris et al, 2019;Flor et al, 2018;Hameed et al, 2018). That notwithstanding, SMEs minimal R&D activities (Davcik et al, 2020;Santoro, Ferraris et al, 2019;Thomä & Zimmermann, 2020), leads the study to adapt human capital dimension which is thought to be more appropriate (AlQershi, et al, 2020;Ferreira & Franco, 2019;He, et al, 2020;Flatten et al, 2011). Drawing on the tenets of SME human capital, this study drew on the customer and competitor knowledge experience of the management team as well as the firm's relevant formal training or university degree.…”

Section: Moderating Role Of Firm Absorptive Capacitymentioning

confidence: 99%

The Impact of Market Knowledge Acquisition on Product Innovation Performance in Small and Medium Scale Enterprises

Gligah¹,

Zaidin²,

Okyere-Kwakye³

2021

IJARBSS

View full text Add to dashboard Cite

This paper aimed to determine the relative impact of market knowledge acquisition (knowledge gained from customers, and competitors') acts on product innovation performance in smaller firms. Based on data collected through a convenience sampling technique, survey questions of 462 SME operators, and a review of user-generated content, this study provides a look into the market knowledge of Ghanaian manufacturing micro, small, and medium scale enterprises in the eastern sector. The traditional double-step model was used to evaluate the measurement model and then estimate the structural model using SPSS and Smart PLS (Partial Least Square). The outcome of the study revealed two [2] out of the four [4] hypotheses supported; the findings showed that market knowledge acquisition which comprised customers' and competitors' knowledge remains critical drivers of product innovation performance. Meanwhile, the study revealed firm absorptive capacity does not moderate market knowledge acquisition and product innovation performance.

show abstract

“…El uso de las TIC (Tecnologías de la Información y Comunicación), por parte de las empresas, como factor determinante para potenciar sus capacidades de innovación y adaptación al entorno (Nambisan et al, 2017;Ribeiro-Navarrete, 2021), es uno de los factores clave en el proceso de transformación digital que están afrontando las empresas de todo el mundo en su afán por sobrevivir y mantener su posición en el mercado (Dew et al, 2011;AlQershi et al, 2020).…”

Section: Introductionunclassified

Impacto y beneficios derivados del uso de CRM por parte de las empresas del sector de la construcción en España (Proyecto CRM-CONSTR-ES)

Guerola-Navarro¹,

Oltra-Badenes²

2021

3C Empresa

View full text Add to dashboard Cite

CRM dimensions and performance of SMEs in Yemen:the moderating role of human capital

Cited by 36 publications

References 82 publications

The Nexus Between Learning Orientation, TQM Practices, Innovation Culture, and Organizational Performance of SMEs in Kuwait

The Nexus Between Learning Orientation, TQM Practices, Innovation Culture, and Organizational Performance of SMEs in Kuwait

The Impact of Market Knowledge Acquisition on Product Innovation Performance in Small and Medium Scale Enterprises

Impacto y beneficios derivados del uso de CRM por parte de las empresas del sector de la construcción en España (Proyecto CRM-CONSTR-ES)

Contact Info

Product

Resources

About