The Resource-Based Theory (RBT) Study in Capabilities-CRM Performance: The Case Study of Vietnamese Commercial Banks

• Main Authors: Tran Thi Chau, 陳氏珠
• Other Authors: 楊一峰
• Format: Others
• Language: en_US
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/93396657743458911811

碩士 === 樹德科技大學 === 經營管理研究所 === 98 === The resource-based theory (RBT) has been used as a perspective in understanding the capability-customer relationship management (CRM) performance. In this study the effects of two capabilities (human resource and information technology capabilities) investigated on customer relationship management (CRM) performance. Among four commercial banks in Vietnam, this study surveyed 200 employees and 200 customers in the spring term of 2010. This stud use statistical tools such as Confirmatory Factor Analysis (CFA), Variance Inflation Factor (VIF) and Multiple Hierarchical Regression (MHR) to analyze data. The expectation of this study helped understand whether the positive effects of information technology and human resource capabilities and the complementarity of them on CRM performance. These results of new findings suggested us to realize by the followings: these two capabilities are important to business resources since they are expected significantly to improve CRM performance