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Title: TheResource-BasedTheory(RBT)StudyinCapabilities-CRMPerformance:TheCaseStudyofVietnameseCommercialBanks
The Resource-Based Theory (RBT) Study in Capabilities-CRM Performance: The Case Study of Vietnamese Commercial Banks
Authors: 陳氏珠
Tran Thi Chau
Contributors: 楊一峰
Keywords: Resource-Based Theory (RBT);Capability-CRM performance;Human Resource Capability;Information;Technology Capability;Customer Relationship Management (CRM).
Resource-Based Theory (RBT);Capability-CRM performance;Human Resource Capability;Information Technology Capability;Customer Relationship Management (CRM).
Date: 2010
Issue Date: 2011-05-23 15:59:13 (UTC+8)
Publisher: 高雄市:[樹德科技大學經營管理研究所]
Abstract: The resource-based theory (RBT) has been used as a perspective in understanding the capability-customer relationship management (CRM) performance. In this study the effects of two capabilities (human resource and information technology capabilities) investigated on customer relationship management (CRM) performance. Among four commercial banks in Vietnam, this study surveyed 200 employees and 200 customers in the spring term of 2010. This stud use statistical tools such as Confirmatory Factor Analysis (CFA), Variance Inflation Factor (VIF) and Multiple Hierarchical Regression (MHR) to analyze data. The expectation of this study helped understand whether the positive effects of information technology and human resource capabilities and the complementarity of them on CRM performance. These results of new findings suggested us to realize by the followings: these two capabilities are important to business resources since they are expected significantly to improve CRM performance
Appears in Collections:[經營管理研究所] 博碩士論文

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