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A Study of the Organizational Factors of Knowledge Management, CRM System Factors, and Trust for CRM Performances  

Lee, Hyun-Soo (Survey & Research Team, KOITA)
Suh, Yung-Ho (School of Business Administration, Kyunghee University)
Publication Information
Information Systems Review / v.5, no.1, 2003 , pp. 113-127 More about this Journal
Abstract
In recent studies, there has been much interest in knowledge sharing between the company and customer. Yet, there is little empirical work on the impact of the factors on CRM performances. The purpose of this study is empirically analyzing the effects of organizational factors of knowledge management, CRM system factors, and trust on CRM performances. The findings indicate that 3 factors (knowledge-oriented organizational culture/characteristic, technical systems, trust) are significantly related to CRM performances. However, the relationships between other factors (knowledge-oriented leadership, knowledge-oriented strategy, education & reward) and CRM performances are not significant.
Keywords
Knowledge-Oriented CRM; KM; CRM;
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