Do strong innovation capability and environmental turbulence influence the nexus between CRM and business performance?

Sikandar Ali Qalati; Mengmeng Jiang; Samuel Gyedu; Emmanuel Kwaku Manu

doi:10.1002/bse.3896

journal article Jul 31, 2024

Do strong innovation capability and environmental turbulence influence the nexus between CRM and business performance?

Sikandar Ali Qalati

Mengmeng Jiang

Samuel Gyedu Emmanuel Kwaku Manu

Business Strategy and the Environment Vol. 33 No. 8 pp. 7887-7904 · Wiley

View at Publisher Save 10.1002/bse.3896

Abstract

AbstractThis research has dealt with the gaps in the previous literature and the preponderant problems in the Ghana telecom industry. The main objective is to explore the roles of innovation capability and environmental turbulence on the relationship between customer relationship management and business performance in the Ghana telecommunication industry. Hierarchical linear regression and structural equation models through STATA and AMOS statistical software were employed to analyze the obtained data from a structured questionnaire. These models were used based on the type of analyses employed in our study and since they are robust in determining and validating the proposed causal relationships among variables. To summarize the findings, (1) the study found that customer relationship management constructs have a positive impact on innovation capability and business performance. (2) We discovered that innovation capability constructs have a positive effect on business performance. (3) Innovation capability mediates the relationship between customer relationship management and business performance. (4) Environmental turbulence moderates the relationship between customer relationship management and business performance. These findings contribute immensely to managerial and practical implications by entreating managers to intensify their commitment to CRM and innovation activities such as sharing indispensable information, involving customers, solving problems jointly, building long‐term relationships, and using modern technologies in building powerful partnerships with customers to meet their needs in order to accelerate performance.

Topics

No keywords indexed for this article. Browse by subject →

References

58

[1]

Abbas M. W. "Moderating impact of environmental turbulence on business innovation and business performance" Pakistan Journal of Commerce and Social Sciences (PJCSS) (2017)

[2]

Agwu M. E. "Analysis of the impact of strategic management on the business performance of SMEs in Nigeria" Academy of Strategic Management Journal (2018)

[3]

10.1080/23311975.2017.1309784

[4]

Al‐Azzam A. F. M. "The impact of customer relationship management on hotels performance in Jordan" International Journal of Business and Social Science (2016)

[5]

10.1002/jsc.2314

[6]

Altarifi S. "The impact of CRM on marketing performance through innovation capability" Journal of Critical Reviews (2020)

[7]

10.1016/j.jik.2023.100329

[8]

10.1080/02672570903498843

[9]

10.1300/j366v01n01_05

[10]

10.1016/j.jik.2022.100162

[11]

10.1016/j.techsoc.2021.101725

[12]

10.1002/bse.3500

[13]

Elmubasher N. H. A. "The effect of customer relationship management dimensions on the organizational performance in telecommunication sectors in Sudan" Arab Journal for Scientific Publishing (AJSP) ISSN (2020)

[14]

Galbraith J. R. (2002)

[15]

10.1108/ijis-10-2020-0189

[16]

Partial least squares structural equation modeling (PLS-SEM)

Joe F. Hair Jr, Marko Sarstedt, Lucas Hopkins et al.

European Business Review 10.1108/ebr-10-2013-0128

[17]

10.5430/jms.v7n2p53

[18]

10.1108/wjemsd-04-2014-0010

[19]

10.1080/09537325.2019.1632430

[20]

10.1016/j.jengtecman.2022.101726

[21]

10.1016/j.eap.2023.05.004

[22]

10.1108/02635571011008434

[23]

10.1002/bse.3550

[24]

10.4337/9781782547419.00009

[25]

10.1108/ijis-12-2017-0139

[26]

Malhotra N. (2010)

[27]

10.1108/jbim-12-2019-0504

[28]

10.1016/j.jjimei.2024.100248

[29]

10.1002/bse.3492

[30]

Murphy P. "Ideas for action for a long‐term and sustainable financial system" Business and Sustainable Development Commission (2020)

[31]

10.1016/j.jbusres.2022.03.001

[32]

10.1002/bse.3506

[33]

Nasution F. N. "The effect of CRM on organization performance: A study of medium enterprises in Indonesia" Journal of Entrepreneurship Education (2018)

[34]

10.22146/gamaijb.5407

[35]

10.28945/1902

[36]

10.1108/imds-01-2015-0018

[37]

Penrose E. T. (1959)

[38]

10.1016/j.ijpe.2015.07.037

[39]

10.13189/ujm.2014.020704

[40]

10.1016/j.jik.2017.06.002

[41]

Saunders M. N. (2011)

[42]

10.1002/bse.3493

[43]

Saxena R. P. "Exploring customer perception and behavior towards CRM practices in banking sector: An empirical analysis" International Journal of Interdisciplinary Social Sciences (2011)

[44]

Schmidt‐Traub G. (2019)

[45]

10.1080/14783363.2015.1059272

[46]

10.1016/j.hitech.2018.10.001

[47]

10.18502/kss.v3i10.3432

[48]

10.1108/ejim-03-2018-0064

[49]

10.2478/emj-2019-0024

[50]

10.4102/ac.v15i1.263

Showing 50 of 58 references

Cited By

22

Bridging the energy gap: knowledge-driven and policy approaches to strengthen energy security in Africa

Emmanuel K. Manu, David Atitie · 2026

Energy Research & Social Scienc...

Metrics

22

Citations

58

References

Details

Published: Jul 31, 2024
Vol/Issue: 33(8)
Pages: 7887-7904
License: View

Authors

S

Sikandar Ali Qalati

School of Business Liaocheng University Liaocheng Shandong China

M

Mengmeng Jiang

School of Economics Wuhan Dong Hu University Wuhan China

S

Samuel Gyedu

School of Intellectual Property Jiangsu University Zhenjiang Jiangsu China

E

Emmanuel Kwaku Manu

University of New England Armidale Australia

Cite This Article

Sikandar Ali Qalati, Mengmeng Jiang, Samuel Gyedu, et al. (2024). Do strong innovation capability and environmental turbulence influence the nexus between CRM and business performance?. Business Strategy and the Environment, 33(8), 7887-7904. https://doi.org/10.1002/bse.3896

Do strong innovation capability and environmental turbulence influence the nexus between CRM and business performance?

You May Also Like