Welcome to the InfoSci Platform
Reference Hub10
The Impact of Customer Relationship Management Systems on Dynamic Capabilities at Firms: An Application to the Banking Industry

The Impact of Customer Relationship Management Systems on Dynamic Capabilities at Firms: An Application to the Banking Industry

Cristina Gallego-Gomez, Carmen De-Pablos-Heredero, José Luis Montes-Botella
Copyright: © 2021 |Volume: 29 |Issue: 1 |Pages: 20
ISSN: 1062-7375|EISSN: 1533-7995|EISBN13: 9781799859000|DOI: 10.4018/JGIM.2021010106
Cite Article Cite Article

MLA

Gallego-Gomez, Cristina, et al. "The Impact of Customer Relationship Management Systems on Dynamic Capabilities at Firms: An Application to the Banking Industry." JGIM vol.29, no.1 2021: pp.103-122. http://doi.org/10.4018/JGIM.2021010106

APA

Gallego-Gomez, C., De-Pablos-Heredero, C., & Montes-Botella, J. L. (2021). The Impact of Customer Relationship Management Systems on Dynamic Capabilities at Firms: An Application to the Banking Industry. Journal of Global Information Management (JGIM), 29(1), 103-122. http://doi.org/10.4018/JGIM.2021010106

Chicago

Gallego-Gomez, Cristina, Carmen De-Pablos-Heredero, and José Luis Montes-Botella. "The Impact of Customer Relationship Management Systems on Dynamic Capabilities at Firms: An Application to the Banking Industry," Journal of Global Information Management (JGIM) 29, no.1: 103-122. http://doi.org/10.4018/JGIM.2021010106

Export Reference

Mendeley
Favorite Full-Issue Download

Abstract

The banking industry has been forced to restructure its processes to get adapted to a more technological environment as a consequence of the changes experienced in the market. Academic literature has paid special attention to the most critical relationship at firms, customers. Customer relationship management (CRM) offers good opportunities to increase efficiencies in this relationship. For this reason, this research analyses to what extent the implementation of CRM systems in the banking industry has offered good results in terms of dynamic capabilities. For that, some dynamic capabilities have been identified after CRMs implementation process has taken place. A theoretical model has been built and empirically validated by means of a representative sample of banking firms applying structural equation model analysis (SEM). Results show how firms, by properly implementing CRM systems, can reach dynamic capabilities. As main practical implications for firms, it is interesting to orient CRMs implementation to reach dynamic capabilities.