Please use this identifier to cite or link to this item: http://bura.brunel.ac.uk/handle/2438/24427
Full metadata record
DC FieldValueLanguage
dc.contributor.authorChen, J-
dc.contributor.authorForoudi, P-
dc.contributor.authorYu, X-
dc.contributor.authorChen, C-HS-
dc.contributor.authorYen, DA-
dc.date.accessioned2022-04-11T10:45:48Z-
dc.date.available2022-04-11T10:45:48Z-
dc.date.issued2020-08-24-
dc.identifierORCID iDs: Pantea Foroudi https://orcid.org/0000-0003-4000-7023; Dorothy Yen https://orcid.org/0000-0003-1129-9653.-
dc.identifier.citationNguyen, B. et al. (2020) 'Impact of CRM strategy on relationship commitment and new product development: mediating effects of learning from failure', Journal of Strategic Marketing, 30 (5), pp. 443 - 480. doi: 10.1080/0965254X.2020.1807590.en_US
dc.identifier.issn0965-254X-
dc.identifier.urihttps://bura.brunel.ac.uk/handle/2438/24427-
dc.description.abstractDespite all the benefits that customer relationship management (CRM) offers to companies, various studies show high rates of failure when implementing CRM schemes. This study aims to explain how CRM can capitalize on the notion of learning behavior from failures in order to improve the relationship building and innovation performance in high technology ventures.Questionnaire survey data were collected from 234 CEOs and General Managers from ICT firms based in Beijing, Shanghai and Hangzhou, China. Subsequently, both hierarchical linear regression and SEM was conducted to test the hypothesized relationships.Findings show that CRM positively affects both NPD and commitment to long-term relationships and confirm that learning behaviour from failure mediates the main effects of CRM, which consists of strategic and market orientation foci, in combination with internal marketing and knowledge management. Specifically, although all four aspects of CRM are important to NPD, knowledge management is of particular importance.-
dc.format.extent443 - 480-
dc.format.mediumPrint-Electronic-
dc.languageEnglish-
dc.language.isoen_USen_US
dc.publisherRoutledge (Taylor & Francis Group)en_US
dc.rightsThis is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Strategic Marketing on 24 Aug 2020, available online: https://www.tandfonline.com/doi/full/10.1080/0965254X.2020.1807590.-
dc.rights.urihttps://creativecommons.org/licenses/by-nc/4.0/-
dc.subjectCRMen_US
dc.subjectrelationship managementen_US
dc.subjectlearning behaviour from failureen_US
dc.subjectlong-term relationshipen_US
dc.subjectnew product developmenten_US
dc.titleImpact of CRM strategy on relationship commitment and new product development: mediating effects of learning from failureen_US
dc.typeArticleen_US
dc.identifier.doihttps://doi.org/10.1080/0965254X.2020.1807590-
dc.relation.isPartOfJournal of Strategic Marketing-
pubs.issue5-
pubs.publication-statusPublished-
pubs.volume30-
dc.identifier.eissn1466-4488-
Appears in Collections:Brunel Business School Research Papers

Files in This Item:
File Description SizeFormat 
FullText.pdfThis is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Strategic Marketing on 24 Aug 2020, available online: https://www.tandfonline.com/doi/full/10.1080/0965254X.2020.1807590.679.18 kBAdobe PDFView/Open


This item is licensed under a Creative Commons License Creative Commons