The impact of QM maturity upon the extent and effectiveness of customer relationship management systems

Abstract

Investigates the relationships between organizational adoption and extent of use of two kinds of programs. Specifically, contends that organizations may vary considerably in QM maturity. Argues that QM maturity organizations will be characterized by perceptions that the culture is different in ways which are supportive of QM, and that the organization is performing at higher levels. Moreover, such organizations will be more likely to have moved toward adopting customer relationship management systems to improve their customer services, and have done so in qualitatively better ways. In turn, such adoptions will lead to perceptions by those in the organizations that their customer relationship systems are, in fact, providing better services. Exploratory research provides support for these ideas.

Citation

Li, J., Fok, W., Fok, L. and Hartman, S. (2002), "The impact of QM maturity upon the extent and effectiveness of customer relationship management systems", Supply Chain Management, Vol. 7 No. 4, pp. 212-224. https://doi.org/10.1108/13598540210438953