عنوان انگلیسی مقاله:
Innovation capability: The impact of e-CRM and COVID-19 risk perception
ترجمه فارسی عنوان مقاله:
قابلیت نوآوری: تاثیر E-CRM و ادراک خطر Covid-19
ScienceDirect- Elsevier- Technology in Society, 67 (2021) 101725: doi:10:1016/j:techsoc:2021:101725
Nguyen Thi Khanh Chi
The e-CRM application has currently offered benefits for companies in different business sectors, especially in
hospitality industry. The objective of this paper is to investigate the impact of e-CRM components (i.e.
technology-based CRM, knowledge management and customer orientation) on firms’ innovation capabilities.
Data was collected through a structured questionnaire survey conducted in Vietnam. The dataset consists of 213
valid responses by managers. Correlation analysis and structural equation modeling (SEM) were employed to
examine the causal relationships among technology-based CRM, knowledge management, customer orientation,
long-term relationships and innovation capability. The results show that knowledge management, customer
orientation and technology-based CRM have positively influence on long-term relationships and innovation
capability. Covid-19 risk perception has the role in enhancing the link between long-term relationships and
innovation capability. From these findings, this study provides an improved understanding of how knowledge
management, customer orientation and technology affect on innovating activities. This study also provides
several implications for practice.
keywords: مشتری مداری | مدیریت دانش | درک ریسک | قابلیت نوآوری | CRM مبتنی بر فناوری | بخش هتل | Customer orientation | Knowledge management | Risk perception | Innovation capability | Technology-based CRM | Hotel sector