| dc.contributor.author | Fatmawati, Indah | |
| dc.contributor.author | Nuryakin | |
| dc.contributor.author | Siriyota, Kumpanat | |
| dc.date.accessioned | 2023-04-08T02:04:45Z | |
| dc.date.available | 2023-04-08T02:04:45Z | |
| dc.date.issued | 2021 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/36612 | |
| dc.description.abstract | This study empirically contributes to customer relationship
management (CRM) activities on marketing capability and business
performance. The authors also investigate the mediating role of marketing
capability in enhancing business performance. A quantitative approach was
employed by comparing service industry companies in Indonesia and Thailand.
The respondents were managers responsible for managing relationships with
customers. The sample size is 406 respondents consisting of 207 from Thailand
and 199 from Indonesia, who were selected using the purposive sampling
method. Results indicated that CRM activities positively affect marketing
capabilities and business performance. This study also found that marketing
capability played an essential role in mediating the relationship between CRM
activities and business performance. | en_US |
| dc.language.iso | en | en_US |
| dc.publisher | Int. J. Electronic Customer Relationship Management | en_US |
| dc.subject | customer relationship management | en_US |
| dc.subject | CRM | en_US |
| dc.subject | marketing capability | en_US |
| dc.subject | business performance | en_US |
| dc.subject | Indonesia | en_US |
| dc.subject | Thailand | en_US |
| dc.title | The mediating effect of marketing capability in the relationship between CRM on business performance in Indonesia and Thailand service industry | en_US |
| dc.type | Article | en_US |
