디지털산업정보학회논문지 (Journal of Korea Society of Digital Industry and Information Management)

  • 제5권4호
  • /
  • Pages.273-293
  • /
  • 2009
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  • 1738-6667(pISSN)
  • /
  • 2713-9018(eISSN)
디지털산업정보학회 (Korea Society of Digital Industry and Information Management)
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기업의 규모와 CRM 성과의 관계에 관한 연구

A Study on the Relations of Firm's Size and CRM Performance

  • 양승권 (서일대학 산업시스템경영과) ;
  • 박태훈 (청강문화산업대학 물류유통정보과) ;
  • 이수욱 (광운대학교 정보과학교육원)
  • 투고 : 2009.09.14
  • 심사 : 2009.12.07
  • 발행 : 2009.12.30
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초록

The purpose of this study is to identify the organizational characteristics that enhance CRM performances of a company dipend on firm's size. Based on a review of diverse definitions of CRM performance, this study examines the relationships among CRM performance measures and organizational characteristics. A questionnaire survey of 140 CRM managers of Korean companies was conducted to test the proposed research model, and a series of structural equation modeling identified the strong effects of organizational characteristics on CRM performance. This study confirmed that firm's size is very important element of CRM performance. And organizational members' resistance to change was found to have no effects on CRM performance.

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과제정보

연구 과제 주관 기관 : 서일대학