Business analytics use in CRM: A nomological net from IT competence to CRM performance

作者：

Highlights：

• Explores the nomological net of relationship between IT competence to CRM performance.

• Discovers the drivers and consequences of business analytics use for CRM.

• Defines data management capability and customer response capability as major dynamic capabilities for BA use and CRM.

• Confirms the significant effect of actual use of technology in terms of business analytics in the context of CRM.

摘要

•Explores the nomological net of relationship between IT competence to CRM performance.•Discovers the drivers and consequences of business analytics use for CRM.•Defines data management capability and customer response capability as major dynamic capabilities for BA use and CRM.•Confirms the significant effect of actual use of technology in terms of business analytics in the context of CRM.

论文关键词：Business analytics,Dynamic capability,Data management capability,Customer response capability,Customer relationship management

论文评审过程：Received 25 October 2017, Revised 18 December 2017, Accepted 12 January 2018, Available online 1 February 2018, Version of Record 13 March 2019.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2018.01.005