{"id":"https://openalex.org/W3124850600","doi":"https://doi.org/10.1016/j.jbusres.2021.01.007","title":"The impact of firm-level and project-level it capabilities on CRM system quality and organizational productivity","display_name":"The impact of firm-level and project-level it capabilities on CRM system quality and organizational productivity","publication_year":2021,"publication_date":"2021-01-27","ids":{"openalex":"https://openalex.org/W3124850600","doi":"https://doi.org/10.1016/j.jbusres.2021.01.007","mag":"3124850600"},"language":"en","primary_location":{"id":"doi:10.1016/j.jbusres.2021.01.007","doi":"https://doi.org/10.1016/j.jbusres.2021.01.007","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.jbusres.2021.01.007","pdf_url":"https://www.sciencedirect.com/science/article/pii/S0148296321000072/pdf","source":{"id":"https://openalex.org/S93284759","display_name":"Journal of Business Research","issn_l":"0148-2963","issn":["0148-2963","1873-7978"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","ki-jl-2","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Research","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://www.sciencedirect.com/science/article/pii/S0148296321000072/pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5062509192","display_name":"Samppa Suoniemi","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I155660961","display_name":"University of Turku","ror":"https://ror.org/05vghhr25","country_code":"FI","type":"education","lineage":["https://openalex.org/I155660961"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Samppa Suoniemi","raw_affiliation_strings":["Turku School of Economics, 20014 University of Turku, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Turku School of Economics, 20014 University of Turku, Finland","institution_ids":["https://openalex.org/I155660961"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5018492648","display_name":"Harri Terho","orcid":"https://orcid.org/0000-0001-9026-6512","observed_orcids":["https://orcid.org/0000-0001-9026-6512"]},"institutions":[{"id":"https://openalex.org/I155660961","display_name":"University of Turku","ror":"https://ror.org/05vghhr25","country_code":"FI","type":"education","lineage":["https://openalex.org/I155660961"]}],"countries":["FI"],"is_corresponding":true,"raw_author_name":"Harri Terho","raw_affiliation_strings":["Turku School of Economics, 20014 University of Turku, Finland"],"raw_orcid":"https://orcid.org/0000-0001-9026-6512","affiliations":[{"raw_affiliation_string":"Turku School of Economics, 20014 University of Turku, Finland","institution_ids":["https://openalex.org/I155660961"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5049578624","display_name":"Alex Ricardo Zablah","orcid":"https://orcid.org/0000-0003-2610-0045","observed_orcids":["https://orcid.org/0000-0003-2610-0045"]},"institutions":[{"id":"https://openalex.org/I75027704","display_name":"University of Tennessee at Knoxville","ror":"https://ror.org/020f3ap87","country_code":"US","type":"education","lineage":["https://openalex.org/I75027704"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Alex Zablah","raw_affiliation_strings":["Marketing Department, Haslam College of Business, University of Tennessee, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Marketing Department, Haslam College of Business, University of Tennessee, USA","institution_ids":["https://openalex.org/I75027704"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5061151005","display_name":"Rami Olkkonen","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I155660961","display_name":"University of Turku","ror":"https://ror.org/05vghhr25","country_code":"FI","type":"education","lineage":["https://openalex.org/I155660961"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Rami Olkkonen","raw_affiliation_strings":["Turku School of Economics, 20014 University of Turku, Finland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Turku School of Economics, 20014 University of Turku, Finland","institution_ids":["https://openalex.org/I155660961"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5084116084","display_name":"Detmar W. Straub","orcid":"https://orcid.org/0000-0001-7030-1034","observed_orcids":["https://orcid.org/0000-0001-7030-1034"]},"institutions":[{"id":"https://openalex.org/I84392919","display_name":"Temple University","ror":"https://ror.org/00kx1jb78","country_code":"US","type":"education","lineage":["https://openalex.org/I84392919"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Detmar W. Straub","raw_affiliation_strings":["Fox School of Business, Temple University, Philadelphia, PA, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Fox School of Business, Temple University, Philadelphia, PA, USA","institution_ids":["https://openalex.org/I84392919"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5018492648"],"corresponding_institution_ids":["https://openalex.org/I155660961"],"apc_list":{"value":2980,"currency":"USD","value_usd":2980},"apc_paid":{"value":2980,"currency":"USD","value_usd":2980},"fwci":10.624,"has_fulltext":true,"cited_by_count":56,"citation_normalized_percentile":{"value":0.98437386,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":100},"biblio":{"volume":"127","issue":null,"first_page":"108","last_page":"122"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11938","display_name":"ERP Systems Implementation and Impact","score":0.6898999810218811,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11938","display_name":"ERP Systems Implementation and Impact","score":0.6898999810218811,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.23160000145435333,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11572","display_name":"Information Technology Governance and Strategy","score":0.0551999993622303,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/crm-systems","display_name":"CRM systems","score":0.75},{"id":"https://openalex.org/keywords/it-capability","display_name":"IT capabilities","score":0.7699999809265137},{"id":"https://openalex.org/keywords/organizational-productivity","display_name":"organizational productivity","score":0.9789999723434448},{"id":"https://openalex.org/keywords/resource-based-view","display_name":"resource-based view","score":0.8259999752044678}],"concepts":[{"id":"https://openalex.org/C204983608","wikidata":"https://www.wikidata.org/wiki/Q2111958","display_name":"Productivity","level":2,"score":0.6665563583374023},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6659029722213745},{"id":"https://openalex.org/C178300618","wikidata":"https://www.wikidata.org/wiki/Q1898509","display_name":"Extant taxon","level":2,"score":0.629773736000061},{"id":"https://openalex.org/C90734943","wikidata":"https://www.wikidata.org/wiki/Q17008777","display_name":"Conceptualization","level":2,"score":0.5690106749534607},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5592105984687805},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.44404205679893494},{"id":"https://openalex.org/C165064840","wikidata":"https://www.wikidata.org/wiki/Q1321061","display_name":"Matching (statistics)","level":2,"score":0.4413285255432129},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.4388258159160614},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.41050031781196594},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.40306976437568665},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.21925848722457886},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.08623474836349487},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C139719470","wikidata":"https://www.wikidata.org/wiki/Q39680","display_name":"Macroeconomics","level":1,"score":0.0},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C78458016","wikidata":"https://www.wikidata.org/wiki/Q840400","display_name":"Evolutionary biology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1016/j.jbusres.2021.01.007","doi":"https://doi.org/10.1016/j.jbusres.2021.01.007","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.jbusres.2021.01.007","pdf_url":"https://www.sciencedirect.com/science/article/pii/S0148296321000072/pdf","source":{"id":"https://openalex.org/S93284759","display_name":"Journal of Business Research","issn_l":"0148-2963","issn":["0148-2963","1873-7978"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","ki-jl-2","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Research","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:eee:jbrese:v:127:y:2021:i:c:p:108-122","doi":null,"is_oa":false,"landing_page_url":"http://www.sciencedirect.com/science/article/pii/S0148296321000072","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":{"id":"doi:10.1016/j.jbusres.2021.01.007","doi":"https://doi.org/10.1016/j.jbusres.2021.01.007","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.jbusres.2021.01.007","pdf_url":"https://www.sciencedirect.com/science/article/pii/S0148296321000072/pdf","source":{"id":"https://openalex.org/S93284759","display_name":"Journal of Business Research","issn_l":"0148-2963","issn":["0148-2963","1873-7978"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-2","jufo-2","ki-jl-2","norway-2","poland-140","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Research","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.6773999929428101,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3124850600.pdf","grobid_xml":"https://content.openalex.org/works/W3124850600.grobid-xml"},"referenced_works_count":134,"referenced_works":["https://openalex.org/W91447311","https://openalex.org/W102854459","https://openalex.org/W837328413","https://openalex.org/W1038823107","https://openalex.org/W1487531252","https://openalex.org/W1494770844","https://openalex.org/W1494802451","https://openalex.org/W1526525204","https://openalex.org/W1529338693","https://openalex.org/W1533468165","https://openalex.org/W1545460766","https://openalex.org/W1550387702","https://openalex.org/W1567377583","https://openalex.org/W1578561991","https://openalex.org/W1587451402","https://openalex.org/W1612366852","https://openalex.org/W1672940449","https://openalex.org/W1771843501","https://openalex.org/W1919895648","https://openalex.org/W1970693217","https://openalex.org/W1973160246","https://openalex.org/W1976123198","https://openalex.org/W1986009841","https://openalex.org/W1986225750","https://openalex.org/W1988050849","https://openalex.org/W1988953666","https://openalex.org/W1991125964","https://openalex.org/W1993337202","https://openalex.org/W2001386495","https://openalex.org/W2001407885","https://openalex.org/W2012892181","https://openalex.org/W2013593749","https://openalex.org/W2014766201","https://openalex.org/W2017920343","https://openalex.org/W2021559938","https://openalex.org/W2024509488","https://openalex.org/W2038702827","https://openalex.org/W2040050865","https://openalex.org/W2040111550","https://openalex.org/W2040960429","https://openalex.org/W2044341647","https://openalex.org/W2052472753","https://openalex.org/W2053632069","https://openalex.org/W2056564500","https://openalex.org/W2061977616","https://openalex.org/W2068696202","https://openalex.org/W2073279551","https://openalex.org/W2085234939","https://openalex.org/W2085712690","https://openalex.org/W2086651574","https://openalex.org/W2087151252","https://openalex.org/W2088104143","https://openalex.org/W2089875662","https://openalex.org/W2093967502","https://openalex.org/W2096739160","https://openalex.org/W2096914080","https://openalex.org/W2096964374","https://openalex.org/W2097552874","https://openalex.org/W2097806848","https://openalex.org/W2099941344","https://openalex.org/W2101946146","https://openalex.org/W2102469678","https://openalex.org/W2104057213","https://openalex.org/W2104719746","https://openalex.org/W2105823940","https://openalex.org/W2106096361","https://openalex.org/W2107258608","https://openalex.org/W2108767715","https://openalex.org/W2108826260","https://openalex.org/W2110538486","https://openalex.org/W2111398406","https://openalex.org/W2111512635","https://openalex.org/W2113787654","https://openalex.org/W2117617013","https://openalex.org/W2119539644","https://openalex.org/W2119816321","https://openalex.org/W2122679534","https://openalex.org/W2123192905","https://openalex.org/W2123473732","https://openalex.org/W2129861901","https://openalex.org/W2131568786","https://openalex.org/W2134884007","https://openalex.org/W2135960374","https://openalex.org/W2136969986","https://openalex.org/W2138285147","https://openalex.org/W2139719701","https://openalex.org/W2140863794","https://openalex.org/W2140956556","https://openalex.org/W2143185131","https://openalex.org/W2146410840","https://openalex.org/W2146740775","https://openalex.org/W2146858779","https://openalex.org/W2147270415","https://openalex.org/W2151000531","https://openalex.org/W2156368517","https://openalex.org/W2159803430","https://openalex.org/W2160677296","https://openalex.org/W2163544552","https://openalex.org/W2165823521","https://openalex.org/W2165848253","https://openalex.org/W2168569455","https://openalex.org/W2169855821","https://openalex.org/W2171272451","https://openalex.org/W2172067939","https://openalex.org/W2177307695","https://openalex.org/W2179492332","https://openalex.org/W2198189408","https://openalex.org/W2207793777","https://openalex.org/W2216268457","https://openalex.org/W2266364443","https://openalex.org/W2312364390","https://openalex.org/W2394964827","https://openalex.org/W2616062454","https://openalex.org/W2621340340","https://openalex.org/W2622946908","https://openalex.org/W2769911796","https://openalex.org/W2791431990","https://openalex.org/W2803420429","https://openalex.org/W2807009629","https://openalex.org/W2900595267","https://openalex.org/W2947337027","https://openalex.org/W2967040760","https://openalex.org/W2991491450","https://openalex.org/W2996965705","https://openalex.org/W3013577653","https://openalex.org/W3022339544","https://openalex.org/W3124536214","https://openalex.org/W3126004593","https://openalex.org/W3126055879","https://openalex.org/W3143898318","https://openalex.org/W4205196463","https://openalex.org/W4235678817","https://openalex.org/W4299836884","https://openalex.org/W6987325004"],"related_works":["https://openalex.org/W3124962884","https://openalex.org/W4382007791","https://openalex.org/W7081647062","https://openalex.org/W2071627853","https://openalex.org/W1974004783","https://openalex.org/W2096914080","https://openalex.org/W2992009971","https://openalex.org/W2399873061","https://openalex.org/W1585906637","https://openalex.org/W7096647451"],"abstract_inverted_index":{"While":[0],"CRM":[1,26,44,52,140],"technology":[2],"implementation":[3,32],"initiatives":[4],"frequently":[5],"end":[6],"up":[7],"as":[8,86],"failures,":[9],"most":[10],"research":[11,27],"has":[12],"focused":[13],"on":[14,104,130],"user":[15],"related":[16],"reasons":[17],"for":[18],"understanding":[19,36,116],"low":[20],"success":[21],"rates.":[22],"This":[23],"study":[24,113],"extends":[25],"backwards":[28],"into":[29],"the":[30,38,82,98,118,131],"system":[31,53,95,141],"phase":[33],"to":[34,56,64,137],"improve":[35],"of":[37,43,51,84,100,133],"hitherto":[39],"unexplored":[40],"technical":[41],"antecedents":[42],"success.":[45],"We":[46],"advance":[47],"a":[48,71,87,139],"resource-based":[49],"theory":[50],"capability":[54,103],"(CRMSC)":[55],"explain":[57],"how":[58],"firm-":[59],"and":[60,77,90,94,108,122],"project-level":[61,88],"capabilities":[62,125],"act":[63],"influence":[65],"organizational":[66,105],"performance.":[67,144],"Empirical":[68],"findings":[69],"from":[70],"survey":[72],"matching":[73],"148":[74],"IT":[75,102,124],"manager":[76],"474":[78],"end-user":[79],"responses":[80],"support":[81],"conceptualization":[83],"CRMSC":[85,93],"capability,":[89],"suggest":[91],"that":[92,142],"quality":[96],"mediate":[97],"effects":[99],"firm-level":[101],"productivity":[106,109],"gains":[107],"gain":[110],"discrepancy.":[111],"The":[112],"complements":[114],"extant":[115],"about":[117],"link":[119],"between":[120],"strategic":[121],"operational":[123],"by":[126],"offering":[127],"actionable":[128],"insight":[129],"combination":[132],"resources":[134],"firms":[135],"need":[136],"deliver":[138],"enhances":[143]},"counts_by_year":[{"year":2026,"cited_by_count":5},{"year":2025,"cited_by_count":8},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":13},{"year":2022,"cited_by_count":20},{"year":2021,"cited_by_count":4}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2021-02-01T00:00:00"}