THE CORRELATION BETWEEN BUSINESS STRATEGY, INFORMATION TECHNOLOGY, ORGANISATIONAL CULTURE, IMPLEMENTATION OF CRM, AND BUSINESS PERFORMANCE IN A HIGH-TECH INDUSTRY

Authors

  • Y.C. Chung Department of Industrial Engineering and Management, Ta-Hwa Institute of Technology, Taiwan
  • Y.W. Hsu Department of Industrial Engineering and Management, Ta-Hwa Institute of Technology, Taiwan
  • S.C. Tsai Department of Food and Beverage Management, Yuanpei University, Taiwan
  • H.L. Huang Department of Healthcare Management, Yuanpei University, Taiwan
  • C.H. Tsai Department of Information Management, Yuanpei University, Taiwan

DOI:

https://doi.org/10.7166/23-2-326

Abstract

ENGLISH ABSTRACT: This paper studies the high-tech industry, probing the correlation between type of business strategy, use of information technology, type of organisational culture, implementation level of customer relationship management (CRM) activities, and business performance. Results show that the better the implementation of CRM activities, the stronger and more positive is its influence on business performance. To enhance business performance, it is necessary to strengthen the differentiation strategy, the use of information technology, and the implementation of CRM activities; to integrate the characteristics of the four cultural types into the competing values framework; and to enhance the implementation under these four cultural types.

AFRIKAANSE OPSOMMING: In hierdie artikel word die korrelasie tussen die tipe ondernemingstrategie, die gebruik van inligtingtegnologie, die tipe organisasiekultuur, die implementeringsvlak van kli

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Published

2011-11-05

How to Cite

Chung, Y., Hsu, Y., Tsai, S., Huang, H., & Tsai, C. (2011). THE CORRELATION BETWEEN BUSINESS STRATEGY, INFORMATION TECHNOLOGY, ORGANISATIONAL CULTURE, IMPLEMENTATION OF CRM, AND BUSINESS PERFORMANCE IN A HIGH-TECH INDUSTRY. The South African Journal of Industrial Engineering, 23(2). https://doi.org/10.7166/23-2-326

Issue

Vol. 23 No. 2 (2012)

Section

Feature Articles

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