Cloud platform to improve performance outcomes: role of customer relationship management and innovation capabilities

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Title:	Cloud platform to improve performance outcomes: role of customer relationship management and innovation capabilities
Authors:	Wang, Chu-Ching;Yang, Li-Ren;Chuang, Hsiu-Chen
Keywords:	cloud platform;customer relationship management;CRM;innovation capability;new product development;NPD
Date:	2020-05
Issue Date:	2021-08-25 12:13:22 (UTC+8)
Abstract:	Conceptualising implementation of cloud platform in the new product development (NPD) context is still rudimentary. The primary objective of this study was to investigate the relationships among implementation of cloud platform, customer relationship management (CRM), innovation capabilities, and NPD performance. This study empirically investigated a sample of NPD projects in the Taiwanese high-tech industry. The structural equation modelling (SEM) approach was used to validate the research model. The findings indicate that implementation of cloud platform is associated with level of customer relationship management. In addition, these analyses suggest that customer relationship management has a positive effect on innovation capabilities. Finally, innovation capabilities contribute significantly to NPD performance.
Relation:	International Journal of Services Technology and Management 26(6)
DOI:	10.1504/IJSTM.2020.110375
Appears in Collections:	[Office of Quality Assurance and Audit] Journal Article

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