Customer Relationship Management and Innovation Capabilities of Kuwait Airways

Hawary, Sulieman Ibraheem Shelash Al; Aldaihani, Faraj Mazyed Faraj

doi:10.6007/ijarems/v5-i4/2463

Cited by 8 publications

(6 citation statements)

References 40 publications

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“…CRM has proved to be a highly effective and efficient tool to develop IC and create a competitive advantage within an organization (Nazari–Shirkouhi et al , 2015). Al-Hawary and Aldaihani (2016) indicated there is a significant statistical impact of CRM dimensions on IC.…”

Section: The Mediating Role Of Customer Relationship Management Successmentioning

confidence: 99%

Knowledge management, customer relationship management and innovation capabilities

Migdadi

2020

JBIM

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Purpose The purpose of this study is to introduce a unified framework, which integrates knowledge management (KM) (knowledge acquisition, diffusion and application, knowledge from a customer, knowledge about customers and knowledge for customers), customer relationship management (CRM) success (information sharing, customer involvement, long-term partnership, joint-problem solving and technology-based CRM) and innovation capabilities (ICs) (product innovation, process innovation, marketing innovation, service innovation and administrative innovation). Then empirically test the effect of KM on CRM success, the effect of CRM success on IC and the impact of KM on IC through the mediator. Design/methodology/approach Statistical techniques used included confirmatory factor analysis and structural equation modeling using AMOS to test the hypotheses. Findings The results show that KM influences CRM success, which, in turn, affects IC and KM impacts IC through CRM success. Research limitations/implications The study uses data provided by only one key informant per firm, which could involve a degree of subjectivity. This study is cross-sectional, which prevents us from examining the evolution over time of the phenomenon under investigation. Practical implications If organizations fully comprehend KM and CRM, they would be able to implement them successfully, creating value for their companies and fostering IC. Originality/value The existing research on CRM and KM is primarily conceptual and descriptive in nature and empirical research confirming the real impact of KM processes when developing a CRM innovation is lacking. The relationship between ICs and CRM has not been adequately studied. Hence, this study introduces a conceptual framework, which integrates KM, CRM, ICs and empirically tests the relationships among them.

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Section: The Mediating Role Of Customer Relationship Management Successmentioning

confidence: 99%

Knowledge management, customer relationship management and innovation capabilities

Migdadi

2020

JBIM

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“…Information technology is a combined scientific property including hardware, working systems, databases, company applications, as well as individual efficiency, which is investigating the foundation which allows information to flow through the organization, in addition to achieving the ability to design, implement, and support present, in addition to potential information systems, sustain novelty inside the organization [10].…”

Section: Literature Reviewmentioning

confidence: 99%

“…The issue of employee performance has a prominent importance in the management process. It means paying managerial units to perform new and energetic creations, most notably, to improve employee performance and development, adopting this calendar means to determine bonuses and increments, a method to evaluate the suitability of selection as well as staffing policies, training, and purpose foundation for sketching the policies, as well as organizations interested in performance because of items that assess and measure the performance of employees and their situations and problems, it is also to assess their effectiveness in implementing the organizational goals and objectives [10,19].…”

Section: Information Technology and Performancementioning

confidence: 99%

Fostering Resilience Information and Communication Technology (ICT) for Workforce Contentment and Organizational Performance

Chinenyem¹,

Omale²

2022

J Econ Managem Res

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The focus of this article is on: ‘Fostering Resilience Information Technology (IT) for Workforce Contentment and Organizational Performance’. Information technology comprises all aspect of processing, storage as well as diffusion of information that are used in an electronic format. Regardless of the affirmative role of IT to economic efficiency as well as growth, an emergent country like ours is still lacking behind in using IT in manufacturing activities. Nigeria as a country is confronted with massive challenges in IT which has continuously nose dive Nigeria financial system as a result of challenges in terms of building IT connected to manufacturing functions. As a result, the objectives of this article was to find out the extent to which fostering resilience IT impact positively on employees contentment and to examine the perceived effect of resilience of information technology on organizational performance in the selected service firms in FCT-Abuja Nigeria. Data in term of secondary method as well as primary method of data collection were used to source for relevant information. A statistical technique such as regression analysis was used to test the hypotheses. Outcome from the analysis showed that fostering resilience IT has an affirmative impact on employees’ contentment as well as organizational performance in the selected service firms in FCT-Abuja Nigeria. The paper suggests that, organizational leaders must utilize human resource management theories and best information technology practices, acquire and train employees in this novel idea, appraise, reward and compensate employees to get the best from them. These will allow organization to engage the right skilled employee, placed them on the right job thereby leading to low turnover as well as enhanced good organization in their innovation process.

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“…(3). Communication-The desire to provide prompt and accurate information is referred to as communication (Al-Hawary and Aldaihani, 2016;Al-Hawary and Batayneh, 2010) (4) Conflict handling-as the ability to prevent future disputes, provide solutions before problems occur, and address solutions freely when problems arise. These four dimensions are implemented in this study.…”

Section: Relationship Marketingmentioning

confidence: 99%

Mediating Effect of Customer Satisfaction On Relationship Marketing and Customer Loyalty Among Commercial Banks Customers in Awka, Anambra State

Omeje¹

2022

BJMS

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The banking industry is one of the largest sectors dealing with individual customers directly. The success and profitability of a company is based on the number of customer base and their ability to maintain good relationship with their customers and satisfy them efficiently. Therefore, this study seeks to examine the mediating effect of customer satisfaction on relationship marketing and customer loyalty among commercial bank customers in Awka, Anambra state. Specifically, the study examined the effects of relationship marketing concepts (trust, commitment, communication and conflict handling on customer loyalty. Data was collected from 691 respondents and the hypotheses tested using macro process via SPSS version 17. The result showed that relationship marketing dimensions used in this study (trust, commitment, communication and conflict handling) has significant influence on customer loyalty. Furthermore, customers’ satisfaction has significant mediating influence on the relationship between the components of relationship marketing (trust, commitment, communication and conflict handling) and customer loyalty. It was therefore recommended that since customer satisfaction is a determinant of customer loyalty, via relationship marketing activities there is need for banks to satisfy their customers so as to encourage them to remain loyal to the bank through continuous patronage.

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Customer Relationship Management and Innovation Capabilities of Kuwait Airways

Cited by 8 publications

References 40 publications

Knowledge management, customer relationship management and innovation capabilities

Knowledge management, customer relationship management and innovation capabilities

Fostering Resilience Information and Communication Technology (ICT) for Workforce Contentment and Organizational Performance

Mediating Effect of Customer Satisfaction On Relationship Marketing and Customer Loyalty Among Commercial Banks Customers in Awka, Anambra State

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