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The Effect of Information and Communication Technology on Customer Relationship Management: Jordan Public Shareholding Companies

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  • Maha M. Al-Khaffaf

    (Applied Sciences University, Jordan)

  • Hadeel J. Abdellatif

    (Applied Sciences University, Jordan)

Abstract

The essence of the information technology revolution and in particular, Information Communication Technology (ICT) is the opportunity offered for companies to choose how they interact with their customers. This research paper investigates the influence of Customer Relationship Management (CRM) factors benefiting from information communication technology on (CRM) performance. The results suggest that the three elements have positive relationships with CRM performance. Questionnaires numbered at 330 have been distributed to 110 public shareholding companies (PSCs) in four economic sectors in Jordan; banking, service, industrial, and insurance. The findings further suggest that CRM performance mediates the effects of marketing orientation, IT investment and mass customization on customer network effect.

Suggested Citation

  • Maha M. Al-Khaffaf & Hadeel J. Abdellatif, 2011. "The Effect of Information and Communication Technology on Customer Relationship Management: Jordan Public Shareholding Companies," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 2(4), pages 67-75, October.
    • Handle: RePEc:igg:jcrmm0:v:2:y:2011:i:4:p:67-75
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