Why does environmental uncertainty have a moderating effect on marketing performance? A comparative analysis of Indonesian and Thai service industries
References
- Abou-Moghli, A. A., Abdallah, G. M. A., & Muala, A. A. (2012). Impact of Innovation on Realizing Competitive Advantage in Banking Sector in Jordan. American Academic & Scholarly Research Journal, 4(5).
- Ata, U. Z., & Toker, A. (2012). The effect of customer relationship management adoption in business-to-business markets. Journal of Business & Industrial Marketing, 27(6), 497-507. doi: 10.1108/08858621211251497
- Becker, J. U., Greve, G., & Albers, S. (2009). The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention. International Journal of Research in Marketing, 26(3), 207-215. doi: 10.1016/j.ijresmar.2009.03.006
- Bull, C. (2003). Strategic issues in customer relationship management (CRM) implementation. Business Process Management Journal, 9(5), 592-602. doi: 10.1108/14637150310496703
- Bull, C., & Adam, A. (2009). Customer relationship management information systems (CRM-IS) and the realisation of moral agency. Journal of Information, Communication & Ethics in Society, 8(2), 164-177. doi: 10.1108/14779961011040578
- Day, G. S., & Van den Bulte, C. (2002). Superiority in Customer Relationship Management : Consequences For Competitive Adventage and Performance. MA: Marketing Science Institute., Cambridge. Report No. 02-123.
- Dess, G. G., & Beard, D. W. (1984). Dimensions of organizational task environments. Administrative Science Quarterly, 52-73.
- Diffley, S., McCole, P., & Carvajal-Trujillo, E. (2018). Examining social customer relationship management among Irish hotels. International Journal of Contemporary Hospitality Management, 30(2), 1072-1091. doi: 10.1108/ijchm-08-2016-0415
- Ernst, H., D., W., Hoyer, Krafft, M., & Krieger, K. (2010). Customer relationship management and company performance—the mediating role of new product performance. Journal of the Academy of Marketing Science, 39(2), 290-306. doi: 10.1007/s11747-010-0194-5
- Farida, N., & Nuryakin (2021). Network capability, relational capability and Indonesian manufacturing SME performance an empirical analysis of the mediating role of product innovation. Engineering Management in Production and Services, 13(1), 41-52. doi: 10.2478/emj-2021-0003
- Fatma, S. (2012). Customer Relationship Management: The Study of Customer Perspectives on Retail Banks In India. International Journal Of Management Research And Review, 4(1), 27-38.
- Fatmawati, I., Nuryakin, & Siriyota, K. (2021). The mediating effect of marketing capability in the relationship between CRM on business performance in Indonesia and Thailand service industry International Journal Electronic Customer Relationship Management, 13(2).
- Gomes, C. F., Yasin, M. M., & Lisboa, J. o. V. (2009). Benchmarking competitive methods and strategic choices of Portuguese SMEs. Benchmarking: An International Journal of Agribusiness in Developing and Emerging Economies, 16(6), 729-740. doi: 10.1108/14635770911000079
- Harrigan, P., Ramsey, E., & Ibbotson, P. (2008). e-CRM in SMEs: an exploratory study in Northern Ireland. Marketing Intelligence & Planning, 26(4), 385-404. doi: 10.1108/02634500810879296
- Hassan, S. H., Mohamed Haniba, N. M., & Ahmad, N. H. (2019). Social customer relationship management (s-CRM) among small- and medium-sized enterprises (SMEs) in Malaysia. International Journal of Ethics and Systems, 35(2), 284-302. doi: 10.1108/ijoes-11-2017-0192
- Hindasah, L., & Nuryakin. (2020). The Relationship between Organizational Capability, Organizational Learning and Financial Performance. Journal of Asian Finance, Economics and Business, 7(8), 625-633.
- Hong-kit Yim, F., Anderson, R. E., & Swaminathan, S. (2004). Customer relationship management: Its dimensions and effect on customer outcomes. Journal of Personal Selling & Sales Management, 24(4), 263-278.
- Hormiga, E., Batista-Canino, R. M., & Sánchez-Medina, A. (2011). The Impact of Relational Capital on the Success of New Business Start-Ups. Journal of Small Business Management, 49(4), 617.
- Kafetzopoulos, D., Psomas, E., & Skalkos, D. (2019). Innovation dimensions and business performance under environmental uncertainty. European Journal of Innovation Management, 23(5), 856-876. doi: 10.1108/ejim-07-2019-0197
- Keats, B. W., & Hitt, M. A. (1988). A causal model of linkages among environmental dimensions, macro organizational characteristics, and performance. Academy of Management Journal, 31(3), 570-598.
- Kennedy, A., Kelleher, C., & Quigley, M. (2006). CRM Best Practice: Getting it Right First Time at ESB International (ESBI). Irish Journal of Management, 27(1), 225-273.
- Kim, M., Park, J. E., & Dubinsky, A. J. (2012). Frequency of CRM implementation activities: a customercentric view. Journal of Services Marketing, 26(2), 83-93. doi: 10.1108/08876041211215248
- Kohli, A. K., & Jaworski, B. J. (1990). Market-orientation: The construct, research propositions, and managerial implications. Journal of Marketing, 54(2), 1-18.
- Lamprinopoulou, C., & Tregear, A. (2011). Inter-firm relations in SME clusters and the link to marketing performance. Journal of Business & Industrial Marketing, 26(6), 421-429. doi: 10.1108/08858621111156412
- Lebdaoui, H., & Chetioui, Y. (2020). CRM, service quality and organizational performance in the banking industry: a comparative study of conventional and Islamic banks. International Journal of Bank Marketing, 38(5), 1081-1106. doi: 10.1108/ijbm-09-2019-0344
- Lestari, S. D., Leon, F. M., Widyastuti, S., Brabo, N. A., & Putra, A. H. P. K. (2020). Antecedents and Consequences of Innovation and Business Strategy on Performance and Competitive Advantage of SMEs. Journal of Asian Finance, Economics and Business, 7(6), 365-378.
- Lipiainen, H. S. M. (2015). CRM in the digital age: implementation of CRM in three contemporary B2B firms. Journal of Systems and Information Technology.
- Mohammad, A., Rashid, A. b., Tahir, B. b., & Shaharuddin. (2013). Assessing the influence of customer relationship management (CRM) dimensions on organization performance. Journal of Hospitality and Tourism Technology, 4(3), 228-247. doi: 10.1108/jhtt-01-2013-0002
- Mohammed, A. A., & Rashid, B. b. (2012). Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance. International Review of Management and Marketing, 2(4), 220-229.
- Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20.
- Nejatian, H., Sentosa, I., & Piaralal, S. K. (2011). The Influence of Customer Knowledge on CRM Performance of Malaysian ICT Companies: A Structural Equation Modeling Approach. International Journal of Business and Management, 6(7), 181-196. doi: 10.5539/ijbm.v6n7p181
- Nuryakin, & Ardyan, E. (2018). SMEs’ marketing performance: the mediating role of market entry capability. Journal of Research in Marketing and Entrepreneurship, 20(2), 122-146. doi: 10.1108/jrme-03-2016-0005
- Nuryakin, & Sugiyarti, G. (2018). Developing customer orientation to enhancing salesperson performance. Journal of Business and Retail Management Research, 12(2), 143-150.
- Nuryakin, Widowati, R., & Fatmawati, I. (2018). Network Advantage: Mediating Effect on Business Performance. Scientific Annals of Economics and Business, 65(4), 443-457.
- Parnell, J. A. (2018). Nonmarket and market strategies, strategic uncertainty and strategic capabilities. Management Research Review, 41(2), 252-274. doi: 10.1108/mrr-05-2017-0151
- Parnell, J. A., Lester, D. L., & Long, Z. (2012). How environmental uncertainty business performance. Management Decision, 50(4), 546-568. doi: 10.1108/00251741211220129
- Parnell, J. A., Long, Z., & Lester, D. (2015). Competitive strategy, capabilities and uncertainty in small and medium sized enterprises (SMEs) in China and the United States. Management Decision, 53(2), 402-431. doi: 10.1108/md-04-2014-0222
- Rafiki, A., Hidayat, S. E., & Al Abdul Razzaq, D. (2019). CRM and organizational performance. International Journal of Organizational Analysis, 27(1), 187-205. doi: 10.1108/ijoa-11-2017-1276
- Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The CRM Process: Its Measurement and Impact on Performance. Journal of Marketing Research.
- Rodriguez, M., Ajjan, H., & Peterson, R. M. (2014). CRM/Social Media Technology: Impact on Customer Orientation Process and Organizational Sales Performance Journal of Marketing Development and Competitiveness, 8(1), 85-97.
- Salojärvi, H., Ritala, P., Sainio, L.-M., & Saarenketo, S. (2015). Synergistic effect of technology and customer relationship orientations: consequences for market performance. Journal of Business & Industrial Marketing, 30(5), 511-520. doi: 10.1108/jbim-07-2012-0120
- Sampaio, C. A. F., Hernández-Mogollón, J. M., & Rodrigues, R. G. (2019). Assessing the relationship between market orientation and business performance in the hotel industry – the mediating role of service quality. Journal of Knowledge Management, 23(4), 644-663. doi: 10.1108/jkm-08-2017-0363
- Sin, L. Y. M., Tse, A. C. B., & Yim, F. H. K. (2005). CRM: conceptualization and scale development. European Journal of Marketing, 39(11/12), 1264-1290. doi: 10.1108/03090560510623253
- Sin, L. Y. M., Tse, A. C. B., Chan, H., Heung, V. C. S., & Yim, F. H. K. (2006). The Effects of Relationship Marketing Orientation on Business Performance in the Hotel Industry. Journal of Hospitality & Tourism Research, 30(4), 407-426. doi: 10.1177/1096348006287863
- Sofi, M. R., Bashir, I., Parry, M. A., & Dar, A. (2020). The effect of customer relationship management (CRM) dimensions on hotel customer’s satisfaction in Kashmir. International Journal of Tourism Cities, 6(3), 601-620. doi: 10.1108/ijtc-06-2019-0075
- Soliman, H. S. (2011). Customer Relationship Management and Its Relationship to the Marketing Performance. International Journal of Business and Social Science, 2(10).
- Theopilus, Y., Yogasara, T., Theresia, C., & Ardine, D. (2021). Customer experience analysis of cosmetics retail store on millennial women. Engineering Management in Production and Services, 13(2), 29-45. doi: 10.2478/emj-2021-0010
- Thoumrungroje, A. (2010). The Effects of Entrepreneurial and Customer Orientations on Performance: The Mediating Role of Radical Product Innovation. The Business Review, Cambridge, 15(2), 138-143.
- Ullah, A., Iqbal, S., & Shams, S. M. R. (2020). Impact of CRM adoption on organizational performance. Competitiveness Review: An International Business Journal, 30(1), 59-77. doi: 10.1108/cr-11-2019-0128
- Vicente, A. R. P., Ferasso, M., & May, M. R. (2018). Dynamic capabilities development and business model innovation: evidences from IT industry in an emerging country. International Journal of Business Innovation and Research, 17(2), 226-248.
- Wang, Y., & Feng, H. (2012). Customer relationship management capabilities Measurement, antecedents and conseque. Management Decision, 50(1), 115-129. doi: 10.1108/00251741211194903
- Xue, L., Ray, G., & Gu, B. (2011). Environmental Uncertainty and IT Infrastructure Governance: A Curvilinear Relationship Information Systems Research, 22(2), 389-399. doi: 10.1287/isre.l090.0269
- Yang, H.-T., & Yen, G.-F. (2018). Consumer responses to corporate cause-related marketing. European Journal of Marketing, 52(9/10), 2105-2127. doi: 10.1108/ejm-07-2017-0468
- Yu, K., Cadeaux, J., Luo, N., Qian, C., & Chen, Z. (2018). The role of the consistency between objective and perceived environmental uncertainty in supply chain risk management. Industrial Management & Data Systems, 118(7), 1365-1387. doi: 10.1108/imds-09-2017-0410
- Yu, W., Ramanathan, R., & Xingyu Wang, J. Y. (2018). Operations capability, productivity and business performance: The moderating effect of environmental dynamism. Industrial Management & Data Systems, 118(1), 126-143. doi: 10.1108/IMDS-02-2017-0064
- Zablah, A. R., Bellenger, D. N., & Johnston, W. J. (2004). An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon. Industrial Marketing Management, 33(6), 475-489. doi: 10.1016/j.indmarman.2004.01.006
- Zablah, A. R., Bellenger, D. N., Straub, D. W., & Johnston, W. J. (2012). Performance Implications of CRM Technology Use: A Multilevel Field Study of Business Customers and Their Providers in the Telecommunications Industry. Information Systems Research, 23(2), 418-435. doi: 10.1287/isre.1120.0419
- Zhang, D., Linderman, K., & Schroeder, R. G. (2012). The moderating role of contextual factors on quality management practices. Journal of Operations Management, 30(1-2), 12-23.
- Zhang, Q., & Ma, Y. (2021). The impact of environmental management on firm economic performance: The mediating effect of green innovation and the moderating effect of environmental leadership. Journal of Cleaner Production, 292. doi: 10.1016/j.jclepro.2021.126057
- Zhang, Y., Sun, J., Yang, Z., & Wang, Y. (2020). Critical success factors of green innovation: Technology, organization and environment readiness. Journal of Cleaner Production, 264. doi: 10.1016/j.jclepro.2020.121701
- Zhu, Z., & Nakata, C. (2007). Reexamining The Link Between Customer Orientation and Business Performance Journal of Marketing Theory and Practice, 15(3), 187.
- Zimmermann, R., Ferreira, L. M. D. F., & Moreira, A. C. (2020). An empirical analysis of the relationship between supply chain strategies, product characteristics, environmental uncertainty and performance. Supply Chain Management: An International Journal, 25(3), 375-391. doi: 10.1108/scm-02-2019-0049
Language: English
Page range: 57 - 67
Submitted on: May 21, 2022
Accepted on: Aug 30, 2022
Published on: Oct 20, 2022
Published by: Bialystok University of Technology
In partnership with: Paradigm Publishing Services
Publication frequency: 4 times per year
Related subjects:
© 2022 Nuryakin,, Indah Fatmawati, Kumpanat Siriyota, published by Bialystok University of Technology
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.