Business analytics use in CRM: A nomological net from IT competence to CRM performance

Abstract Business analytics (BA) becomes increasingly important under rapidly changing business environment. A research challenge is that BA use is not fully understood. We tackle this challenge from the perspective of dynamic capability by using an empirical model with the emphasis on BA use in customer relationship management (CRM). Based on 170 samples from firm-level survey, we analyze the nomological linkage from IT competence to CRM performance. The results show data management capability fully mediates between IT competence and BA use, while customer response capability partially mediates between BA use and CRM performance.

• Publication year

  2018

• Venue

  International Journal of Information Management

• Publication date

  2018-02-01

• Fields of study

  Business, Computer Science

• Identifiers
  DOI 10.1016/J.IJINFOMGT.2018.01.005
• External record

  Open on Semantic Scholar

• Source metadata

  Semantic Scholar

• No claims are published for this paper.

• No concepts are published for this paper.

• Business analytics-enabled decision-making effectiveness through knowledge absorptive capacity in health care

  2017cited by this paper
• Big data analytics and firm performance: Effects of dynamic capabilities

  2017cited by this paper
• Leveraging Frontline Employees’ Small Data and Firm-Level Big Data in Frontline Management

  2017cited by this paper
• Management challenges in creating value from business analytics

  2017cited by this paper
• A snail shell process model for knowledge discovery via data analytics

  2016cited by this paper
• How to improve firm performance using big data analytics capability and business strategy alignment

  2016cited by this paper
• Creating Value with Big Data Analytics: Making Smarter Marketing Decisions

  2016cited by this paper
• Effects of Information Technology Capabilities on Strategic Alliances: Implications for the Resource‐Based View

  2016cited by this paper
• Business Analytics and Data Science: Once Again?

  2016cited by this paper
• Big data in the public sector: Uncertainties and readiness

  2016cited by this paper
• The impact of big data analytics on firms’ high value business performance

  2016cited by this paper
• The reinforcing effect of a firm's customer orientation and supply-base orientation on performance

  2016cited by this paper
• Linking Business Analytics to Decision Making Effectiveness: A Path Model Analysis

  2015cited by this paper
• How the effects of IT and knowledge capability on organizational agility are contingent on environmental uncertainty and information intensity

  2015cited by this paper
• The analytics mandate

  2014cited by this paper
• Digital Business Strategy: Toward a Next Generation of Insights

  2013cited by this paper
• Business Analytics for Supply Chain: a Dynamic-Capabilities Framework

  2013cited by this paper
• Business intelligence success: The roles of BI capabilities and decision environments

  2013cited by this paper
• Research Note - The Impact of External Word-of-Mouth Sources on Retailer Sales of High-Involvement Products

  2012cited by this paper
• A Social Network-Based Inference Model for Validating Customer Profile Data

  2012cited by this paper
• Towards business intelligence systems success: Effects of maturity and culture on analytical decision making

  2012cited by this paper
• Achieving benefits with business analytics systems: an evolutionary process perspective

  2012cited by this paper
• Big data: the management revolution.

  2012cited by this paper
• Business Intelligence and Analytics: From Big Data to Big Impact

  2012cited by this paper
• Investigating firm's customer agility and firm performance: The importance of aligning sense and respond capabilities

  2012cited by this paper
• IT Capabilities, Process-Oriented Dynamic Capabilities, and Firm Financial Performance

  2011cited by this paper
• Competing with BI and Analytics at Monster Worldwide

  2011cited by this paper
• Understanding the Link Between Information Technology Capability and Organizational Agility: An Empirical Examination

  2011cited by this paper
• How Information Management Capability Influences Firm Performance

  2011cited by this paper
• How does CRM technology transform into organizational performance? A mediating role of marketing capability☆

  2010cited by this paper
• Competing on talent analytics.

  2010cited by this paper
• Research Commentary - Seeking the Configurations of Digital Ecodynamics: It Takes Three to Tango

  2010cited by this paper
• Using PLS path modeling for assessing hierarchial construct models: guidelines and impirical illustration

  2009cited by this paper
• What are Dynamic Capabilities and are They a Useful Construct in Strategic Management

  2009cited by this paper
• Dynamic capabilities: the missing link in CRM investments

  2009cited by this paper
• A CRM performance measurement framework: Its development process and application

  2009cited by this paper
• Customer relationship management and firm performance

  2009cited by this paper
• The New Age of Innovation: Driving Cocreated Value Through Global Networks

  2008cited by this paper
• Why build a customer relationship management capability?

  2007cited by this paper
• Assimilation of enterprise systems: the effect of institutional pressures and the mediating role of top management

  2007cited by this paper
• Competing on Analytics: The New Science of Winning

  2007cited by this paper
• Explicating Dynamic Capabilities: The Nature and Microfoundations of (Sustainable) Enterprise Performance

  2007cited by this paper
• Antecedents and Consequences of Internet Use in Procurement: An Empirical Investigation of U.S. Manufacturing Firms

  2007cited by this paper
• The Process of Innovation Assimilation by Firms in Different Countries: A Technology Diffusion Perspective on E-Business

  2006cited by this paper
• From IT Leveraging Competence to Competitive Advantage in Turbulent Environments: The Case of New Product Development

  2006cited by this paper
• Enterprise agility and the enabling role of information technology

  2006cited by this paper
• Modularity in Organizational Structure: The Reconfiguration of Internally Developed and Acquired Business Units

  2006cited by this paper
• MARKET ORIENTATION AND PERFORMANCE: AN INTEGRATION OF DISPARATE APPROACHES

  2005cited by this paper
• Post-Adoption Variations in Usage and Value of E-Business by Organizations: Cross-Country Evidence from the Retail Industry

  2005cited by this paper
• The Role of Relational Information Processes and Technology Use in Customer Relationship Management

  2005cited by this paper
• Types of Information Technology Capabilities and Their Role in Competitive Advantage: An Empirical Study

  2005cited by this paper
• A Theoretical Integration of User Satisfaction and Technology Acceptance

  2005cited by this paper
• The Customer Relationship Management Process: Its Measurement and Impact on Performance

  2004cited by this paper
• Review: Information Technology and Organizational Performance: An Integrative Model of IT Business Value

  2004cited by this paper
• Review: the resource-based view and information systems research: review, extension, and suggestions for future research

  2004cited by this paper
• Customer response capability in a sense-and-respond era: The role of customer knowledge process

  2004cited by this paper
• Performance Impacts of Information Technology: Is Actual Usage the Missing Link?

  2003cited by this paper
• Common method biases in behavioral research: a critical review of the literature and recommended remedies.

  2003cited by this paper
• Using e-CRM for a unified view of the customer

  2003cited by this paper
• IT competency and firm performance: is organizational learning a missing link?

  2003cited by this paper
• Data integration: a theoretical perspective

  2002cited by this paper
• Building IT Infrastructure for Strategic Agility

  2002cited by this paper
• Research Report: Empirical Test of an EDI Adoption Model

  2001cited by this paper
• Customer Relationship Management: An Analysis Framework and Implementation Strategies

  2001cited by this paper
• Does market orientation matter?: a test of the relationship between positional advantage and performance

  2001cited by this paper
• Integrating customer data into customer relationship management strategy: An empirical study

  2001cited by this paper
• A Resource-Based Perspective on Information Technology Capability and Firm Performance: An Empirical Investigation

  2000cited by this paper
• DYNAMIC CAPABILITIES, WHAT ARE THEY?

  2000cited by this paper
• Path-dependent and path-breaking change: reconfiguring business resources following acquisitions in the U.S. medical sector, 1978–1995

  2000cited by this paper
• Using Technology and Constituting Structures: A Practice Lens for Studying Technology in Organizations

  2000cited by this paper
• The partial least squares approach for structural equation modeling.

  1998cited by this paper
• DYNAMIC CAPABILITIES AND STRATEGIC MANAGEMENT

  1997cited by this paper
• Know-how and asset complementarity and dynamic capability accumulation : The case of R&D

  1997cited by this paper
• Beyond Accuracy: What Data Quality Means to Data Consumers

  1996cited by this paper
• Develop Long-Term Competitiveness through IT Assets

  1996cited by this paper
• Market Orientation and the Learning Organization

  1995cited by this paper
• Information technology and sustained competitive advantage: a resource-based analysis

  1995cited by this paper
• Software Processes and Project Performance

  1995cited by this paper
• The Capabilities of Market-Driven Organizations

  1994cited by this paper
• Behavioral and Psychological Consequences of Boundary Spanning Burnout for Customer Service Representatives

  1994cited by this paper
• Information Systems Success: The Quest for the Dependent Variable

  1992cited by this paper
• The Impact of Data Integration on the Costs and Benefits of Information Systems

  1992cited by this paper
• First-Mover Advantage: A Synthesis, Conceptual Framework, and Research Propositions

  1992cited by this paper
• Shaping the Future. Business Design Through Information Technology

  1991cited by this paper
• Shaping the Future: Business Design Through Information Technology

  1991cited by this paper
• Firm Resources and Sustained Competitive Advantage

  1991cited by this paper
• Information Technology at Rosenbluth Travel: Competitive Advantage in a Rapidly Growing Global Service Company

  1991cited by this paper
• Information technology implementation research: a technological diffusion approach

  1990cited by this paper
• Validating Instruments in MIS Research

  1989cited by this paper
• Innovative Applications of Artificial Intelligence 2

  1989cited by this paper
• Self-Reports in Organizational Research: Problems and Prospects

  1986cited by this paper
• Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

  1981cited by this paper
• Theories of organizations

  1980cited by this paper
• International Journal of Information Management Data Quality Management, Data Usage Experience and Acquisition Intention of Big Data Analytics

  year unknowncited by this paper
• International Journal of Information Management the Roles of Infrastructure Capability and Customer Orientation in Enhancing Customer-information Quality in Crm Systems: Empirical Evidence from Taiwan

  year unknowncited by this paper

• The impact of employees work-related social media engagement on customer-firm relationships

  2025cites this paper
• Leveraging digital transformation strategy and data-driven decision-making to improve organisational performance in a hostile environment

  2025cites this paper
• The digitalization of accounting firms: anticipating pre- and post-implementation technological risks

  2025cites this paper
• Competence in information technology and the relationship with innovation capacity: a study in Brazilian technology-based companies

  2025cites this paper
• Structural Model for Analyzing the Impact of Social CRM on Customer Relationship Performance in Automotive Manufacturing Company

  2024cites this paper
• The impact of organizational capabilities on business analytics use: the moderating role of environmental dynamism

  2024cites this paper
• From Data to Delight: Leveraging Social Customer Relationship Management to Elevate Customer Satisfaction and Market Effectiveness

  2024cites this paper
• Linking innovative work behavior with customer relationship management and marketing performance

  2024cites this paper
• Navigating Digital Transformation in the UAE: Benefits, Challenges, and Future Directions in the Public Sector

  2024cites this paper
• Navigating the platform economy: Crafting a customer analytics capability instrument

  2024cites this paper
• ปัจจัยที่มีอิทธิพลต่อประสิทธิภาพของธุรกิจขนาดกลางและขนาดย่อมเพื่อนำเข้าส่งออกสินค้าอุปโภคบริโภคในประเทศไทย

  2024cites this paper
• Technological Capabilities on Business Outcomes: Evidence from Meta-Analysis and FsQCA

  2024cites this paper
• Data-driven market effectiveness: The role of a sustained customer analytics capability in business operations

  2023cites this paper
• The Effect of Digital Transformation on Organizational Performance: A Dynamic Capability-Based Model

  2023cites this paper
• Big data analytics and market performance: the roles of customization and personalization strategies and competitive intensity

  2023cites this paper
• THE EFFECT OF USING INSTAGRAM'S SOCIAL MEDIA FEATURES ON INCREASING BUSINESS ORGANIZATIONS

  2023cites this paper
• Social media analytics for business-to-business marketing

  2023cites this paper
• Designing a Data Quality Management Framework for CRM Platform Delivery and Consultancy

  2023cites this paper
• Privacy enhancing technology adoption and its impact on SMEs’ performance

  2023cites this paper
• Innovating in data-driven production environments: simulation analysis of Net-CONWIP priority rule

  2023cites this paper
• Innovation Capabilities as a Mediator between Business Analytics and Firm Performance

  2023cites this paper
• Boosting Innovation Performance through Business Analytics Capabilities under Different Levels of Turbulence: The Crucial Role of Market Agility

  2023cites this paper
• A Review on Business Analytics: Definitions, Techniques, Applications and Challenges

  2023cites this paper
• How does quality-dominant logic ensure marketing analytics success and tackle business failure in industrial markets?

  2023cites this paper
• An Examination of Customer Relationship Management and Business Sustainability in Small and Medium Enterprises

  2022cites this paper
• Data mining usage in Italian SMEs: an integrated SEM-ANN approach

  2022cites this paper
• Exploring the relationship between IT competence and digital transformation within government projects in the UAE

  2022cites this paper
• Study of the Environmental Factors' Effects on Big Data Analytics Adoption in Supply Chain Management

  2022cites this paper
• Strategic business value from big data analytics: An empirical analysis of the mediating effects of value creation mechanisms

  2022cites this paper
• The role of the social and technical factors in creating business value from big data analytics: A meta-analysis

  2022cites this paper
• What translates big data into business value? A meta-analysis of the impacts of business analytics on firm performance

  2022cites this paper
• Exploring the role of relationship management and relationship quality in B2B: empirical insights and future research directions

  2022cites this paper
• Simulation-based analytics: A systematic literature review

  2022cites this paper
• The State of Artificial Intelligence: Procurement versus Sales and Marketing

  2022cites this paper
• Complementary effects of CRM and social media on customer co-creation and sales performance in B2B firms: The role of salesperson self-determination needs

  2022cites this paper
• Operationalizing Artificial Intelligence-Enabled Customer Analytics Capability in Retailing

  2022cites this paper
• Business Intelligence and Business Value in Organisations: A Systematic Literature Review

  2021influential citation
• The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

  2021cites this paper
• STRUCTURAL MODELLING OF CRM SYSTEM OF TOURISM ENTERPRISES

  2021cites this paper
• The role of attitude toward chatbots and privacy concern on the relationship between attitude toward mobile advertising and behavioral intent to use chatbots

  2021cites this paper
• Impact of knowledge-based HRM, business analytics and agility on innovative performance: linear and FsQCA findings from the hotel industry

  2021cites this paper
• Understanding business analytics continuance in agile information system development projects: an expectation-confirmation perspective

  2021cites this paper
• The competitive productivity (CP) of tourism destinations: an integrative conceptual framework and a reflection on big data and analytics

  2021cites this paper
• Social customer relationship management and organizational performance: testing a conceptual model in the North African context

  2021cites this paper
• Amalgamation of Customer Relationship Management and Data Analytics in Different Business Sectors—A Systematic Literature Review

  2021cites this paper
• Artificial Intelligence for Supply Chain Success in the Era of Data Analytics

  2021cites this paper
• Understanding dark side of artificial intelligence (AI) integrated business analytics: assessing firm’s operational inefficiency and competitiveness

  2021cites this paper
• Excellence and Customer Delight in Services Marketing

  2021cites this paper
• Big Data and Firm Performance: An Outside-in Approach

  2021influential citation
• Adoption of robust business analytics for product innovation and organizational performance: the mediating role of organizational data-driven culture

  2021influential citation
• A structured literature review on Big Data for customer relationship management (CRM): toward a future agenda in international marketing

  2021cites this paper
• Automation of the Business Process to Interacting with Clients of a Company Based on Bitrix24 (on the Example of a Software Development and Implementation Company)

  2020cites this paper
• Optimizing competitive performance of service firms in data-rich environment

  2020cites this paper
• Evaluating the effects of CRM practices on organizational learning, its antecedents and level of customer satisfaction

  2020cites this paper
• Business intelligence in academic libraries in Jordan: Opportunities and challenges

  2020cites this paper
• Revisiting customer analytics capability for data-driven retailing

  2020cites this paper
• Estimation of the knowledge management model for performance measurement in university libraries

  2020cites this paper
• Impact of Business Intelligence Adoption on performance of banks: a conceptual framework

  2020cites this paper
• Big data analytics-enabled sensing capability and organizational outcomes: assessing the mediating effects of business analytics culture

  2020cites this paper
• Exploring how consumer goods companies innovate in the digital age: The role of big data analytics companies

  2020cites this paper
• Developing the Concept of E-Customer Relationship Management Model to Improve Marketing Performance

  2020cites this paper
• Big data analytics adoption: Determinants and performances among small to medium-sized enterprises

  2020cites this paper
• The role of social media in the engagement and information processes of social CRM

  2020cites this paper
• E-Marketplace Printing Services Using Mobile-Based Application with Customer Relationship Management Approach

  2020cites this paper
• The Determinants of Business Analytics Adoption: Does One-Size Fit All

  2020influential citation
• Fostering B2B sales with customer big data analytics

  2020cites this paper
• Customer Analytics Capabilities in the Big Data Spectrum

  2020cites this paper
• An empirical study of the antecedents of data completeness in electronic medical records

  2020cites this paper
• The Value of Business Analytics in China’s Companies : A Statistical Research Based on Firm-Level Surveys

  2020cites this paper
• Communications of the Association for Information Systems Communications of the Association for Information Systems

  2020cites this paper
• Innovative CRM and Performance of SMEs: The Moderating Role of Relational Capital

  2020cites this paper
• Business Analytics for Sales Pipeline Management in the Software Industry: A Machine Learning Perspective

  2019cites this paper
• Business analytics adoption process: An innovation diffusion perspective

  2019cites this paper
• Songketshop: Mobile Application Penjualan Pengrajin Songket Palembang dengan Pendekatan Customer Relationship Management

  2019cites this paper
• A Framework for Analytical CRM Assessments Challenges and Recommendations

  2019cites this paper
• The role of business analytics capabilities in bolstering firms' agility and performance

  2019cites this paper
• Big Data Analytics and Organizational Performance: A Meta-Analysis Study

  2019influential citation
• A multi-dimension framework for value creation through big data

  2019cites this paper
• Cross-company customer churn prediction in telecommunication: A comparison of data transformation methods

  2019cites this paper
• Assessing the Influence Integration of Customer Relationship Management (CRM) on Financial Performance: An Empirical Study on Commercial Jordanian Banks in Amman

  2019cites this paper
• Sustainability in Marketing through Customer Relationship Management in a Telecommunication Company

  2019cites this paper
• How Big Data Can Transform Outcomes and Opportunities

  2019cites this paper
• FACTORS AFFECTING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM ADOPTION IN SMALL AND MEDIUM ENTERPRISE IN PALESTINE

  2018cites this paper
• The impact of B2B seller’s value appropriation upon customer relationship performance: Empirical evidence from China

  2018cites this paper
• Antecedents and outcomes of collaborative innovation capabilities on the platform collaboration environment

  2018cites this paper
• The role of compatibility in predicting business intelligence and analytics use intentions

  2018cites this paper
• Hybrid Models in Automobile Insurance: Technology Adoption and Customer Relations

  year unknowncites this paper