领导效应对客户关系管理绩效的调节作用(UMN案例研究)

Arief H, Y. Susanto, P. Winarno
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引用次数: 0

摘要

. 通过研究领导力作为调节变量对CRM实施的影响,可以得出领导力作为调节变量对绩效CRM提供成功实施结果的影响。在UMN进行了一项关于客户关系管理的研究,其中包括UMN的人口和客户关系管理用户样本。结果表明:数据变量和信息变量对UMN的CRM绩效变量有正向影响,R2为0.532;工艺变量正向影响,R2为0.555;技术变量正向影响,R2为0.498;人力资源变量具有正影响,R2为0.570。同时,领导力变量作为调节变量增加了每个变量的R平方。结果表明:对CRM绩效影响最大的变量是人力资源变量;为此,在实施CRM时需要特别注意。
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Leadership Effect as a Moderating Variable to the Performance of CRM (UMN Case Study)
. By studying the influence of Leadership as a moderating variable in CRM implementation, can be concluded the Effect of Leadership as a Moderating Variable on Performance CRM providing successful implementation results. A study was conducted on CRM at UMN with a population and a sample of CRM users at UMN. The results showed that: Data and Information variables had a positive influence on the CRM performance variables at UMN, with R2 of 0.532; Process variables have a positive influence with R2 of 0.555; Technology variables have a positive influence with R2 of 0.498; The Human Resources variable has a positive influence with R2 of 0.570. Meanwhile, the Leadership variable as a Moderator Variable has increased the R Square for each variable.The results is the variable that has the most decisive influence on CRM performance is the Variable of Human Resources; for this, it needs special attention when implementing CRM.
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