IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v16y2024i6p2507-d1359016.html
   My bibliography  Save this article

A Conceptual Framework Based on PLS-SEM Approach for Sustainable Customer Relationship Management in Enterprise Software Development: Insights from Developers

Author

Listed:
  • Kausar-Nasreen Khattak

    (Department of Computing, Riphah International University, Gulberg Green Campus, Islamabad 44600, Pakistan)

  • Zohaib Hassan

    (Suffaah Research Academy, IT Solutions Providing Organization, Peshawar 25000, Pakistan)

  • Syed Shehryar Ali Naqvi

    (Department of Electronics Engineering, Jeju National University, Jeju 63243, Republic of Korea)

  • Muhammad Abbas Khan

    (Department of Electrical Engineering, Balochistan University of Information Technology, Engineering and Management Sciences, Quetta 87300, Pakistan)

  • Faiza Qayyum

    (Department of Computer Engineering, Jeju National University, Jeju 63243, Republic of Korea)

  • Inam Ullah

    (Department of Computer Engineering, Gachon University, Sujeong-gu, Seongnam 13120, Republic of Korea)

Abstract

Due to its significant relevance in outsourcing, the global software industry, such as enterprise software development organizations, accepted the implementation of global software development (GSD). Customers play a pivotal role in any industry, and effective customer relationship management (CRM) is instrumental in ensuring client satisfaction while developing software projects. However, software organizations operating globally often need more insight into their customers’ perspectives. These challenges give rise to a major combination for the success of the GSD projects. Organizations working globally face the key challenge of the implementation of CRM. The main objective of this paper is to investigate and understand the challenges faced by global software development organizations when implementing customer relationship management (CRM) in their enterprise software projects. This paper aims to assess how these CRM implementation challenges impact the value of enterprise software products in the context of global software development (GSD). To achieve this objective, the study employs the partial least squares-structural equation modeling (PLS-SEM) approach and conducts a systematic literature review (SLR) to identify relevant challenges. Additionally, this paper presents a conceptual framework based on the identified challenges and validates it through surveys and qualitative research with software outsourcing companies in Pakistan. The research provides valuable insights from the perspective of software developers and aims to offer practical guidance for the successful application of CRM in outsourcing.

Suggested Citation

  • Kausar-Nasreen Khattak & Zohaib Hassan & Syed Shehryar Ali Naqvi & Muhammad Abbas Khan & Faiza Qayyum & Inam Ullah, 2024. "A Conceptual Framework Based on PLS-SEM Approach for Sustainable Customer Relationship Management in Enterprise Software Development: Insights from Developers," Sustainability, MDPI, vol. 16(6), pages 1-31, March.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:6:p:2507-:d:1359016
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/16/6/2507/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/16/6/2507/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Galina Timokhina & Urkmez Taylan & Ralf Wagner, 2018. "Cross-Cultural Variations in Consumer Behavior: A Literature Review of International Studies," South East European Journal of Economics and Business, Sciendo, vol. 13(2), pages 49-71, December.
    2. William Black & Barry J. Babin, 2019. "Multivariate Data Analysis: Its Approach, Evolution, and Impact," Springer Books, in: Barry J. Babin & Marko Sarstedt (ed.), The Great Facilitator, pages 121-130, Springer.
    3. Zhang, Wen-Yao & Wei, Zong-Wen & Wang, Bing-Hong & Han, Xiao-Pu, 2016. "Measuring mixing patterns in complex networks by Spearman rank correlation coefficient," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 451(C), pages 440-450.
    4. Balasubramaniam Ramesh & Kannan Mohan & Lan Cao, 2012. "Ambidexterity in Agile Distributed Development: An Empirical Investigation," Information Systems Research, INFORMS, vol. 23(2), pages 323-339, June.
    5. Li, Zhipeng & Zhou, Xiaoyu & Huang, Shoujun, 2021. "Managing skill certification in online outsourcing platforms: A perspective of buyer-determined reverse auctions," International Journal of Production Economics, Elsevier, vol. 238(C).
    Full references (including those not matched with items on IDEAS)

    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. Al-Shaer, Habiba & Uyar, Ali & Kuzey, Cemil & Karaman, Abdullah S., 2023. "Do shareholders punish or reward excessive CSR engagement? Moderating effect of cash flow and firm growth," International Review of Financial Analysis, Elsevier, vol. 88(C).
    2. Shahla Ghobadi & John Campbell & Stewart Clegg, 2017. "Pair programming teams and high-quality knowledge sharing: A comparative study of coopetitive reward structures," Information Systems Frontiers, Springer, vol. 19(2), pages 397-409, April.
    3. Khalil Nimer & Muath Abdelqader & Cemil Kuzey & Ali Uyar, 2024. "Emission targeting and carbon emissions: The moderating effect of female directors," Business Strategy and the Environment, Wiley Blackwell, vol. 33(4), pages 3480-3504, May.
    4. Nascimento, Lígia & Correia, Manuela Faia & Califf, Christopher B., 2024. "Towards a bright side of technostress in higher education teachers: Identifying several antecedents and outcomes of techno-eustress," Technology in Society, Elsevier, vol. 76(C).
    5. Huan Chen & Lixin Tian & Minggang Wang & Zaili Zhen, 2017. "Analysis of the Dynamic Evolutionary Behavior of American Heating Oil Spot and Futures Price Fluctuation Networks," Sustainability, MDPI, vol. 9(4), pages 1-29, April.
    6. Du, He & Zhang, Chunguang, 2024. "Economic policy uncertainty and natural resources commodity prices: A comparative analysis of pre- and post-pandemic quantile trends in China," Resources Policy, Elsevier, vol. 88(C).
    7. Usman Mehmood, 2024. "Assessing the Impacts of Eco-innovations, Economic Growth, Urbanization on Ecological Footprints in G-11: Exploring the Sustainable Development Policy Options," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(4), pages 16849-16867, December.
    8. Qiu, Lili & Olaru, Doina & Purchase, Sharon, 2024. "Fostering strategic synergy: Empirical insights on aligning innovation activities with competitive strategies," Technological Forecasting and Social Change, Elsevier, vol. 208(C).
    9. Keerthi Police & Vikas Gautam & Sagar Chandakavate & Rishi Dwesar, 2024. "Modeling determinants of farmers’ purchase behavior: A case of chemical pesticides," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 26(4), pages 9217-9245, April.
    10. Cobelli, Nicola & Cassia, Fabio & Donvito, Raffaele, 2023. "Pharmacists' attitudes and intention to adopt telemedicine: Integrating the market-orientation paradigm and the UTAUT," Technological Forecasting and Social Change, Elsevier, vol. 196(C).
    11. Guo, Jiantao & Zhang, Juliang & Cheng, T.C.E., 2024. "Truthful multi-unit double auction with transaction costs and sellers’ changing marginal costs," International Journal of Production Economics, Elsevier, vol. 278(C).
    12. Akın Aliye & Mutlu Hakan Tahiri, 2025. "Do Turkish physicians support euthanasia / death tourism?," European Journal of Tourism, Hospitality and Recreation, Sciendo, vol. 15(1), pages 23-35.
    13. Bojan Obrenovic & Danijela Godinic & Mato Njavro, 2024. "Sustaining company performance during the war-induced crisis using sourcing capability and substitute input," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 26(12), pages 30001-30026, December.
    14. Xiaoyan Qian & Helen Huifen Cai & Nisreen Innab & Danni Wang & Tiziana Ciano & Ali Ahmadian, 2025. "A novel deep learning approach to enhance creditworthiness evaluation and ethical lending practices in the economy," Annals of Operations Research, Springer, vol. 346(2), pages 1597-1619, March.
    15. Iversen, Endre Kildal & Dugstad, Anders, 2024. "Spatial dimensions in stated preference valuation: The role of place attachment," Land Use Policy, Elsevier, vol. 136(C).
    16. Zhen Zhang, 2024. "Exploring the green edge: the role of market orientation and knowledge management in achieving competitive advantage through creativity," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 11(1), pages 1-16, December.
    17. Alexander Benlian, 2022. "Sprint Zeal or Sprint Fatigue? The Benefits and Burdens of Agile ISD Practices Use for Developer Well-Being," Information Systems Research, INFORMS, vol. 33(2), pages 557-578, June.
    18. Suen, Hung-Yue & Hung, Kuo-En, 2024. "Revealing the influence of AI and its interfaces on job candidates' honest and deceptive impression management in asynchronous video interviews," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    19. Lavan, Thusyanthy & Martin, Brett A.S. & Lim, Weng Marc & Hollebeek, Linda D., 2024. "Social isolation and risk-taking behavior: The case of COVID-19 and cryptocurrency," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    20. Kareem M. Selem & Muhammad Haroon Shoukat & Syed Asim Shah & Marianny Jessica Brito Silva, 2023. "The dual effect of digital communication reinforcement drivers on purchase intention in the social commerce environment," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    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:gam:jsusta:v:16:y:2024:i:6:p:2507-:d:1359016. 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    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.