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

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)

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Official URL: http://www.sobiad.org/eJOURNALS/journal_IJEBEG/arh...


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.

Item Type:Article
Uncontrolled Keywords:business strategy, customer relationship management, strategic alignment, information systems strategy, Balanced Scorecard
Subjects:Z Bibliography. Library Science. Information Resources > ZA Information resources > ZA4050 Electronic information resources
Divisions:Computer Science and Information System
ID Code:32931
Deposited By: Dr Norshidah Mohamed
Deposited On:31 Jul 2013 04:08
Last Modified:31 Jul 2013 04:08

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