An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capacity on CRM Performance

Ja‐Shen Chen, Russell K.H. Ching · 2004 · Journal of Global Information Management

Summary. This study examines how IT investment and organizational absorptive capacity affect CRM performance in Taiwanese financial service companies. The research finds that CRM practices mediate the relationship between IT intensity and absorptive capacity on one hand, and CRM performance on the other. Organizations competing globally should invest in both IT infrastructure and absorptive capacity to build marketing intelligence and innovate products meeting customer needs.

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@article{chen-2004-empirical-study-relationship-it-intensity,
  title   = {An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capacity on CRM Performance},
  author  = {Ja‐Shen Chen and Russell K.H. Ching},
  journal = {Journal of Global Information Management},
  year    = {2004},
  doi     = {10.4018/jgim.2004010101},
  url     = {https://doi.org/10.4018/jgim.2004010101}
}

TY  - JOUR
TI  - An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capacity on CRM Performance
AU  - Ja‐Shen Chen
AU  - Russell K.H. Ching
JO  - Journal of Global Information Management
PY  - 2004
DO  - 10.4018/jgim.2004010101
UR  - https://doi.org/10.4018/jgim.2004010101
ER  - 

Details

DOI

10.4018/jgim.2004010101

Countries

Taiwan

Categories

broadband-and-digital, entrepreneurship, general-innovation

Added

2026-04-28