IDEAS home Printed from https://ideas.repec.org/a/eee/ininma/v45y2019icp233-245.html
   My bibliography  Save this article

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

Author

Listed:
  • Nam, Dalwoo
  • Lee, Junyeong
  • Lee, Heeseok

Abstract

Business analytics (BA) becomes increasingly important under rapidly changing business environment. A research challenge is that BA use is not fully understood. We tackle this challenge from the perspective of dynamic capability by using an empirical model with the emphasis on BA use in customer relationship management (CRM). Based on 170 samples from firm-level survey, we analyze the nomological linkage from IT competence to CRM performance. The results show data management capability fully mediates between IT competence and BA use, while customer response capability partially mediates between BA use and CRM performance.

Suggested Citation

  • Nam, Dalwoo & Lee, Junyeong & Lee, Heeseok, 2019. "Business analytics use in CRM: A nomological net from IT competence to CRM performance," International Journal of Information Management, Elsevier, vol. 45(C), pages 233-245.
    • Handle: RePEc:eee:ininma:v:45:y:2019:i:c:p:233-245
    DOI: 10.1016/j.ijinfomgt.2018.01.005
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0268401217308812
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.ijinfomgt.2018.01.005?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Abhay Nath Mishra & Prabhudev Konana & Anitesh Barua, 2007. "Antecedents and Consequences of Internet Use in Procurement: An Empirical Investigation of U.S. Manufacturing Firms," Information Systems Research, INFORMS, vol. 18(1), pages 103-120, March.
    2. Paul A. Pavlou & Omar A. El Sawy, 2006. "From IT Leveraging Competence to Competitive Advantage in Turbulent Environments: The Case of New Product Development," Information Systems Research, INFORMS, vol. 17(3), pages 198-227, September.
    3. Barbara H. Wixom & Peter A. Todd, 2005. "A Theoretical Integration of User Satisfaction and Technology Acceptance," Information Systems Research, INFORMS, vol. 16(1), pages 85-102, March.
    4. Bram Klievink & Bart-Jan Romijn & Scott Cunningham & Hans Bruijn, 2017. "Big data in the public sector: Uncertainties and readiness," Information Systems Frontiers, Springer, vol. 19(2), pages 267-283, April.
    5. Chuang, Shu-Hui & Lin, Hong-Nan, 2013. "The roles of infrastructure capability and customer orientation in enhancing customer-information quality in CRM systems: Empirical evidence from Taiwan," International Journal of Information Management, Elsevier, vol. 33(2), pages 271-281.
    6. Kevin Zhu & Kenneth L. Kraemer, 2005. "Post-Adoption Variations in Usage and Value of E-Business by Organizations: Cross-Country Evidence from the Retail Industry," Information Systems Research, INFORMS, vol. 16(1), pages 61-84, March.
    7. Paul Chwelos & Izak Benbasat & Albert S. Dexter, 2001. "Research Report: Empirical Test of an EDI Adoption Model," Information Systems Research, INFORMS, vol. 12(3), pages 304-321, September.
    8. William H. DeLone & Ephraim R. McLean, 1992. "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, INFORMS, vol. 3(1), pages 60-95, March.
    9. Samina Karim & Will Mitchell, 2000. "Path‐dependent and path‐breaking change: reconfiguring business resources following acquisitions in the U.S. medical sector, 1978–1995," Strategic Management Journal, Wiley Blackwell, vol. 21(10‐11), pages 1061-1081, October.
    10. David J. Teece, 2007. "Explicating dynamic capabilities: the nature and microfoundations of (sustainable) enterprise performance," Strategic Management Journal, Wiley Blackwell, vol. 28(13), pages 1319-1350, December.
    11. Roberts, Nicholas & Grover, Varun, 2012. "Investigating firm's customer agility and firm performance: The importance of aligning sense and respond capabilities," Journal of Business Research, Elsevier, vol. 65(5), pages 579-585.
    12. Wanda J. Orlikowski, 2000. "Using Technology and Constituting Structures: A Practice Lens for Studying Technology in Organizations," Organization Science, INFORMS, vol. 11(4), pages 404-428, August.
    13. Martin Bichler & Armin Heinzl & Wil M. P. Aalst, 2017. "Business Analytics and Data Science: Once Again?," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 59(2), pages 77-79, April.
    14. Constantinos S. Lioukas & Jeffrey J. Reuer & Maurizio Zollo, 2016. "Effects of Information Technology Capabilities on Strategic Alliances: Implications for the Resource-Based View," Journal of Management Studies, Wiley Blackwell, vol. 53(2), pages 161-183, March.
    15. Kwon, Ohbyung & Lee, Namyeon & Shin, Bongsik, 2014. "Data quality management, data usage experience and acquisition intention of big data analytics," International Journal of Information Management, Elsevier, vol. 34(3), pages 387-394.
    16. G. Tomas M. Hult & David J. Ketchen & Stanley F. Slater, 2005. "Market orientation and performance: an integration of disparate approaches," Strategic Management Journal, Wiley Blackwell, vol. 26(12), pages 1173-1181, December.
    17. Vidgen, Richard & Shaw, Sarah & Grant, David B., 2017. "Management challenges in creating value from business analytics," European Journal of Operational Research, Elsevier, vol. 261(2), pages 626-639.
    18. David J. Teece & Gary Pisano & Amy Shuen, 1997. "Dynamic capabilities and strategic management," Strategic Management Journal, Wiley Blackwell, vol. 18(7), pages 509-533, August.
    19. Sarv Devaraj & Rajiv Kohli, 2003. "Performance Impacts of Information Technology: Is Actual Usage the Missing Link?," Management Science, INFORMS, vol. 49(3), pages 273-289, March.
    20. Kathleen M. Eisenhardt & Jeffrey A. Martin, 2000. "Dynamic capabilities: what are they?," Strategic Management Journal, Wiley Blackwell, vol. 21(10‐11), pages 1105-1121, October.
    21. G. Tomas M. Hult & David J. Ketchen, 2001. "Does market orientation matter?: a test of the relationship between positional advantage and performance," Strategic Management Journal, Wiley Blackwell, vol. 22(9), pages 899-906, September.
    22. Akter, Shahriar & Wamba, Samuel Fosso & Gunasekaran, Angappa & Dubey, Rameshwar & Childe, Stephen J., 2016. "How to improve firm performance using big data analytics capability and business strategy alignment?," International Journal of Production Economics, Elsevier, vol. 182(C), pages 113-131.
    23. Michael J. Tippins & Ravipreet S. Sohi, 2003. "IT competency and firm performance: is organizational learning a missing link?," Strategic Management Journal, Wiley Blackwell, vol. 24(8), pages 745-761, August.
    24. Randolph B. Cooper & Robert W. Zmud, 1990. "Information Technology Implementation Research: A Technological Diffusion Approach," Management Science, INFORMS, vol. 36(2), pages 123-139, February.
    25. Chang, Woojung & Park, Jeong Eun & Chaiy, Seoil, 2010. "How does CRM technology transform into organizational performance? A mediating role of marketing capability," Journal of Business Research, Elsevier, vol. 63(8), pages 849-855, August.
    26. Kevin Zhu & Kenneth L. Kraemer & Sean Xu, 2006. "The Process of Innovation Assimilation by Firms in Different Countries: A Technology Diffusion Perspective on E-Business," Management Science, INFORMS, vol. 52(10), pages 1557-1576, October.
    27. Bram Klievink & Bart-Jan Romijn & Scott Cunningham & Hans Bruijn, 0. "Big data in the public sector: Uncertainties and readiness," Information Systems Frontiers, Springer, vol. 0, pages 1-17.
    28. Constance E. Helfat, 1997. "Know‐how and asset complementarity and dynamic capability accumulation: the case of r&d," Strategic Management Journal, Wiley Blackwell, vol. 18(5), pages 339-360, May.
    29. Wamba, Samuel Fosso & Gunasekaran, Angappa & Akter, Shahriar & Ren, Steven Ji-fan & Dubey, Rameshwar & Childe, Stephen J., 2017. "Big data analytics and firm performance: Effects of dynamic capabilities," Journal of Business Research, Elsevier, vol. 70(C), pages 356-365.
    30. Bongsug Kevin Chae & David L. Olson, 2013. "Business Analytics For Supply Chain: A Dynamic-Capabilities Framework," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 12(01), pages 9-26.
    31. Omar A. El Sawy & Arvind Malhotra & YoungKi Park & Paul A. Pavlou, 2010. "Research Commentary ---Seeking the Configurations of Digital Ecodynamics: It Takes Three to Tango," Information Systems Research, INFORMS, vol. 21(4), pages 835-848, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Petr Kučera & Daniela Cmuntová, 2023. "Design and implementation of a CRM system to optimize business processes of a trading company," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 11(2), pages 363-380, December.
    2. Mirjana Pejić Bach & Amir Topalović & Lejla Turulja, 2023. "Data mining usage in Italian SMEs: an integrated SEM-ANN approach," Central European Journal of Operations Research, Springer;Slovak Society for Operations Research;Hungarian Operational Research Society;Czech Society for Operations Research;Österr. Gesellschaft für Operations Research (ÖGOR);Slovenian Society Informatika - Section for Operational Research;Croatian Operational Research Society, vol. 31(3), pages 941-973, September.
    3. Spreitzenbarth, Jan & Stuckenschmidt, Heiner & Bode, Christoph, 2021. "The state of artificial intelligence: Procurement versus sales and marketing," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Kersten, Wolfgang & Ringle, Christian M. & Blecker, Thorsten (ed.), Adapting to the Future: How Digitalization Shapes Sustainable Logistics and Resilient Supply Chain Management. Proceedings of the Hamburg Internationa, volume 31, pages 223-243, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.
    4. Oesterreich, Thuy Duong & Anton, Eduard & Teuteberg, Frank & Dwivedi, Yogesh K, 2022. "The role of the social and technical factors in creating business value from big data analytics: A meta-analysis," Journal of Business Research, Elsevier, vol. 153(C), pages 128-149.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ashrafi, Amir & Zare Ravasan, Ahad & Trkman, Peter & Afshari, Samira, 2019. "The role of business analytics capabilities in bolstering firms’ agility and performance," International Journal of Information Management, Elsevier, vol. 47(C), pages 1-15.
    2. Patrick Mikalef & Ilias O. Pappas & John Krogstie & Michail Giannakos, 2018. "Big data analytics capabilities: a systematic literature review and research agenda," Information Systems and e-Business Management, Springer, vol. 16(3), pages 547-578, August.
    3. Joseph K. Nwankpa & Jeffrey W. Merhout, 2020. "Exploring the Effect of Digital Investment on IT Innovation," Sustainability, MDPI, vol. 12(18), pages 1-26, September.
    4. Siddharth Gaurav Majhi & Ambuj Anand & Arindam Mukherjee & Nripendra P. Rana, 2022. "The Optimal Configuration of IT-Enabled Dynamic Capabilities in a firm’s Capabilities Portfolio: a Strategic Alignment Perspective," Information Systems Frontiers, Springer, vol. 24(5), pages 1435-1450, October.
    5. Abhay Nath Mishra & Prabhudev Konana & Anitesh Barua, 2007. "Antecedents and Consequences of Internet Use in Procurement: An Empirical Investigation of U.S. Manufacturing Firms," Information Systems Research, INFORMS, vol. 18(1), pages 103-120, March.
    6. Elia, Stefano & Giuffrida, Maria & Mariani, Marcello M. & Bresciani, Stefano, 2021. "Resources and digital export: An RBV perspective on the role of digital technologies and capabilities in cross-border e-commerce," Journal of Business Research, Elsevier, vol. 132(C), pages 158-169.
    7. Mansour Alyahya & Meqbel Aliedan & Gomaa Agag & Ziad H. Abdelmoety, 2023. "Understanding the Relationship between Big Data Analytics Capabilities and Sustainable Performance: The Role of Strategic Agility and Firm Creativity," Sustainability, MDPI, vol. 15(9), pages 1-17, May.
    8. Philipp Korherr & Dominik Kanbach, 2023. "Human-related capabilities in big data analytics: a taxonomy of human factors with impact on firm performance," Review of Managerial Science, Springer, vol. 17(6), pages 1943-1970, August.
    9. de Camargo Fiorini, Paula & Roman Pais Seles, Bruno Michel & Chiappetta Jabbour, Charbel Jose & Barberio Mariano, Enzo & de Sousa Jabbour, Ana Beatriz Lopes, 2018. "Management theory and big data literature: From a review to a research agenda," International Journal of Information Management, Elsevier, vol. 43(C), pages 112-129.
    10. Shamim, Saqib & Zeng, Jing & Khan, Zaheer & Zia, Najam Ul, 2020. "Big data analytics capability and decision making performance in emerging market firms: The role of contractual and relational governance mechanisms," Technological Forecasting and Social Change, Elsevier, vol. 161(C).
    11. Osama Musa Ali Al-Darras & Cem Tanova, 2022. "From Big Data Analytics to Organizational Agility: What Is the Mechanism?," SAGE Open, , vol. 12(2), pages 21582440221, June.
    12. E. Raguseo & Pigni, F. & Claudio Vitari, 2021. "Streams of digital data and competitive advantage: The mediation effects of process efficiency and product effectiveness," Grenoble Ecole de Management (Post-Print) hal-03323663, HAL.
    13. Cristina Fernandes & João J. Ferreira & Mário L. Raposo & Cristina Estevão & Marta Peris-Ortiz & Carlos Rueda-Armengot, 2017. "The dynamic capabilities perspective of strategic management: a co-citation analysis," Scientometrics, Springer;Akadémiai Kiadó, vol. 112(1), pages 529-555, July.
    14. Suoniemi, Samppa & Terho, Harri & Zablah, Alex & Olkkonen, Rami & Straub, Detmar W., 2021. "The impact of firm-level and project-level it capabilities on CRM system quality and organizational productivity," Journal of Business Research, Elsevier, vol. 127(C), pages 108-122.
    15. Baoshan Ge & Liyi Zhao, 2022. "The impact of the integration of opportunity and resources of new ventures on entrepreneurial performance: The moderating role of BDAC‐AI," Systems Research and Behavioral Science, Wiley Blackwell, vol. 39(3), pages 440-461, May.
    16. Rogier van de Wetering & Tom Hendrickx & Sjaak Brinkkemper & Sherah Kurnia, 2021. "The Impact of EA-Driven Dynamic Capabilities, Innovativeness, and Structure on Organizational Benefits: A Variance and fsQCA Perspective," Sustainability, MDPI, vol. 13(10), pages 1-23, May.
    17. Baker, William E. & Mukherjee, Debmalya & Gattermann Perin, Marcelo, 2022. "Learning orientation and competitive advantage: A critical synthesis and future directions," Journal of Business Research, Elsevier, vol. 144(C), pages 863-873.
    18. Ashaari, Mohamed Azlan & Singh, Karpal Singh Dara & Abbasi, Ghazanfar Ali & Amran, Azlan & Liebana-Cabanillas, Francisco J., 2021. "Big data analytics capability for improved performance of higher education institutions in the Era of IR 4.0: A multi-analytical SEM & ANN perspective," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    19. Marjorie Lecerf & Nessrine Omrani, 2020. "SME Internationalization: the Impact of Information Technology and Innovation," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 11(2), pages 805-824, June.
    20. Jorge Ferreira & Sofia Cardim & Arnaldo Coelho, 2021. "Dynamic Capabilities and Mediating Effects of Innovation on the Competitive Advantage and Firm’s Performance: the Moderating Role of Organizational Learning Capability," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 12(2), pages 620-644, June.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:ininma:v:45:y:2019:i:c:p:233-245. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/international-journal-of-information-management .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.