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Moving toward e-business: customer relationship management alignment in Malaysian small business

The study proposes a research model on customer relationship management (CRM) alignment and investigates the impact of alignment on performance. A total of 300 survey questionnaires were distributed to business owners of small and medium enterprises in Malaysia; 226 were used for analysis. From rese...

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Main Authors: Mohamed, Norshidah, Mahmud, Murni, Ahlan, Abdul Rahman, Hussein, Ramlah, Abdul Karim, Nor Shahriza, Aditiawarman, Umar
Format: Article
Language:English
Published: The Social Sciences Research Society 2013
Subjects:
ZA4050 Electronic information resources
Online Access:http://eprints.utm.my/id/eprint/39168/1/NorshidahMohamed2013_MovingTowardEBusinessCustomerRelationship.pdf
http://eprints.utm.my/id/eprint/39168/
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spelling my.utm.391682014-07-06T00:45:20Z http://eprints.utm.my/id/eprint/39168/ Moving toward e-business: customer relationship management alignment in Malaysian small business Mohamed, Norshidah Mahmud, Murni Ahlan, Abdul Rahman Hussein, Ramlah Abdul Karim, Nor Shahriza Aditiawarman, Umar ZA4050 Electronic information resources The study proposes a research model on customer relationship management (CRM) alignment and investigates the impact of alignment on performance. A total of 300 survey questionnaires were distributed to business owners of small and medium enterprises in Malaysia; 226 were used for analysis. From researchers’ perspective, the research has contributed to new theoretical knowledge on CRM alignment as evident through the development of a new research instrument and research model that explains organizational performance. From practical perspective, the research has clarified the components of CRM alignment and impact of CRM alignment. Implications of research are discussed herein. The Social Sciences Research Society 2013-07 Article PeerReviewed application/pdf en http://eprints.utm.my/id/eprint/39168/1/NorshidahMohamed2013_MovingTowardEBusinessCustomerRelationship.pdf Mohamed, Norshidah and Mahmud, Murni and Ahlan, Abdul Rahman and Hussein, Ramlah and Abdul Karim, Nor Shahriza and Aditiawarman, Umar (2013) Moving toward e-business: customer relationship management alignment in Malaysian small business. International Journal of Ebusiness and Egovernment Studies, 5 (2). pp. 112-121. ISSN 2146-0744 (Electronic)
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
language English
topic ZA4050 Electronic information resources
spellingShingle ZA4050 Electronic information resources
Mohamed, Norshidah
Mahmud, Murni
Ahlan, Abdul Rahman
Hussein, Ramlah
Abdul Karim, Nor Shahriza
Aditiawarman, Umar
Moving toward e-business: customer relationship management alignment in Malaysian small business
description The study proposes a research model on customer relationship management (CRM) alignment and investigates the impact of alignment on performance. A total of 300 survey questionnaires were distributed to business owners of small and medium enterprises in Malaysia; 226 were used for analysis. From researchers’ perspective, the research has contributed to new theoretical knowledge on CRM alignment as evident through the development of a new research instrument and research model that explains organizational performance. From practical perspective, the research has clarified the components of CRM alignment and impact of CRM alignment. Implications of research are discussed herein.
format Article
author Mohamed, Norshidah
Mahmud, Murni
Ahlan, Abdul Rahman
Hussein, Ramlah
Abdul Karim, Nor Shahriza
Aditiawarman, Umar
author_facet Mohamed, Norshidah
Mahmud, Murni
Ahlan, Abdul Rahman
Hussein, Ramlah
Abdul Karim, Nor Shahriza
Aditiawarman, Umar
author_sort Mohamed, Norshidah
title Moving toward e-business: customer relationship management alignment in Malaysian small business
title_short Moving toward e-business: customer relationship management alignment in Malaysian small business
title_full Moving toward e-business: customer relationship management alignment in Malaysian small business
title_fullStr Moving toward e-business: customer relationship management alignment in Malaysian small business
title_full_unstemmed Moving toward e-business: customer relationship management alignment in Malaysian small business
title_sort moving toward e-business: customer relationship management alignment in malaysian small business
publisher The Social Sciences Research Society
publishDate 2013
url http://eprints.utm.my/id/eprint/39168/1/NorshidahMohamed2013_MovingTowardEBusinessCustomerRelationship.pdf
http://eprints.utm.my/id/eprint/39168/
_version_ 1643650311995260928
score 13.211869

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