Studying the Relationship between Different Dimensions of CRM and Innovation Capabilities in Melli Bank of Iran
This paper investigates the relationship between different dimensions of customer relationship management and innovation capabilities in Melli Bank of Iran. Five dimensions of CRM include information sharing, customer involvement, long-term partnership, joint problem solving and technology-based CRM are selected to measure their relationship with innovation capabilities including innovation in product, innovation in process, innovation in administrative affairs, innovation in marketing, and finally innovation in services. Research findings indicate that there is significant relationship between CRM dimensions and innovation capabilities in Melli bank of Iran.
[1] Rigby, D. K., Reichheld, F. F., &Schefter, P. (2002) 'Avoid the four
perils of CRM', Harvard Business Review, 80(2), 101-109.
[2] Newell, F. (2000). Loyalty.com: customer relationship management in
the new era of Internet marketing. McGraw-Hill. ISBN 0-07-135775-0.
[3] Mentzer, J.T., Min, S. and Zacharia, Z.G. (2000), The nature of interfirm
partnering in supply chain management , Journal of Retailing,
Vol.76, No.4 , pp. 549-68.
[4] Sin, L.Y.M., Tse, A.C.B. and Yim, F.H.K. (2005), CRM:
conceptualization and scale development, European Journal of
Marketing, Vol.39, No.11/12, pp. 1264-90.
[5] Handfield, R.B. and Bechtel, C. (2002 ), The role of trust and
relationship structure in Improving supply chain responsiveness,
Industrial Marketing Management, Vol.31 , No.4,pp.367-82 .
[6] Huang, H.C. and Chang, C.W. (2008), embedded ties and the
acquisition of competitive advantage , Journal of Intellectual Capital,
Vol.9 No.1 , pp. 105-21.
[7] Schumpeter, J. (1934), The Theory of Economic Development, Harvard
University Press,Cambridge, Massachusetts.
[8] Drucker. P. (1985), Innovation and Entrepreneurship, New York, Harper
& Row Published.
[9] OECD (2005),Oslo Manual Guidelines for Collecting and
Interpreting Innovation Data, Third edition, A joint publication of
OECD and Eurostat.
[10] Lagrosen, S. (2005), Customer involvement in new product
development: a relationship marketing perspective , European Journal of
Innovation Management, Vol. 8 ,No.4 , pp. 424-36.
[11] Lin, X. And Germain, R. (2004), Antecedents to customer involvement
in product development, European Management Journal, Vol. 22, No.2,
pp. 244-55.
[12] Slater, S.F. and Narver, J.C. (2000), Market orientation and the learning
organization, Journal of Marketing, Vol.59, No. 3 , pp. 63-74.
[13] Jack, E.P. And Raturi, A. (2002), Sources of volume flexibility and
their impact on performance ,Journal of Operations Management,
Vol.20 No.5 , pp. 519-48.
[14] Dyche', J. (2001), The CRM Handbook: A Business Guide to
Customer Relationship management, Addison-Wesley, Upper Saddle
River, NJ.
[15] Wei, J., van der Ende, L. and Lin, B. (2009), Customer-focused ebusiness
model for the oil industry , The Journal of Computer
Information Systems, Vol.49, No.3 , pp. 11-12.
[16] Groznik, A., Kovacic, A. and Trkman, P. (2008), the role of business
renovation and information in e-government, The Journal of Computer
Information Systems, Vol.49, No.1, pp. 81-89.
[1] Rigby, D. K., Reichheld, F. F., &Schefter, P. (2002) 'Avoid the four
perils of CRM', Harvard Business Review, 80(2), 101-109.
[2] Newell, F. (2000). Loyalty.com: customer relationship management in
the new era of Internet marketing. McGraw-Hill. ISBN 0-07-135775-0.
[3] Mentzer, J.T., Min, S. and Zacharia, Z.G. (2000), The nature of interfirm
partnering in supply chain management , Journal of Retailing,
Vol.76, No.4 , pp. 549-68.
[4] Sin, L.Y.M., Tse, A.C.B. and Yim, F.H.K. (2005), CRM:
conceptualization and scale development, European Journal of
Marketing, Vol.39, No.11/12, pp. 1264-90.
[5] Handfield, R.B. and Bechtel, C. (2002 ), The role of trust and
relationship structure in Improving supply chain responsiveness,
Industrial Marketing Management, Vol.31 , No.4,pp.367-82 .
[6] Huang, H.C. and Chang, C.W. (2008), embedded ties and the
acquisition of competitive advantage , Journal of Intellectual Capital,
Vol.9 No.1 , pp. 105-21.
[7] Schumpeter, J. (1934), The Theory of Economic Development, Harvard
University Press,Cambridge, Massachusetts.
[8] Drucker. P. (1985), Innovation and Entrepreneurship, New York, Harper
& Row Published.
[9] OECD (2005),Oslo Manual Guidelines for Collecting and
Interpreting Innovation Data, Third edition, A joint publication of
OECD and Eurostat.
[10] Lagrosen, S. (2005), Customer involvement in new product
development: a relationship marketing perspective , European Journal of
Innovation Management, Vol. 8 ,No.4 , pp. 424-36.
[11] Lin, X. And Germain, R. (2004), Antecedents to customer involvement
in product development, European Management Journal, Vol. 22, No.2,
pp. 244-55.
[12] Slater, S.F. and Narver, J.C. (2000), Market orientation and the learning
organization, Journal of Marketing, Vol.59, No. 3 , pp. 63-74.
[13] Jack, E.P. And Raturi, A. (2002), Sources of volume flexibility and
their impact on performance ,Journal of Operations Management,
Vol.20 No.5 , pp. 519-48.
[14] Dyche', J. (2001), The CRM Handbook: A Business Guide to
Customer Relationship management, Addison-Wesley, Upper Saddle
River, NJ.
[15] Wei, J., van der Ende, L. and Lin, B. (2009), Customer-focused ebusiness
model for the oil industry , The Journal of Computer
Information Systems, Vol.49, No.3 , pp. 11-12.
[16] Groznik, A., Kovacic, A. and Trkman, P. (2008), the role of business
renovation and information in e-government, The Journal of Computer
Information Systems, Vol.49, No.1, pp. 81-89.
@article{"International Journal of Business, Human and Social Sciences:50341", author = "Peyman Ghafari and Reza Karjalian and Ali Mashayekhnia", title = "Studying the Relationship between Different Dimensions of CRM and Innovation Capabilities in Melli Bank of Iran", abstract = "This paper investigates the relationship between different dimensions of customer relationship management and innovation capabilities in Melli Bank of Iran. Five dimensions of CRM include information sharing, customer involvement, long-term partnership, joint problem solving and technology-based CRM are selected to measure their relationship with innovation capabilities including innovation in product, innovation in process, innovation in administrative affairs, innovation in marketing, and finally innovation in services. Research findings indicate that there is significant relationship between CRM dimensions and innovation capabilities in Melli bank of Iran.
", keywords = "Customer relationship management, innovation capabilities.", volume = "5", number = "12", pages = "1789-5", }
