We found a match
Your institution may have access to this item. Find your institution then sign in to continue.
- Title
Measuring Organizational Capital in CRM context: An EFA Approach.
- Authors
John, Waseem
- Abstract
This paper attempts to develop a scale for Organizational Capital and test its factorial validity through Exploratory Factor Analysis. In order to test the proposed theoretical model, primary data was used which was generated through a survey of some selected pharmaceutical companies in India. The data was screened for removing the inadequacies and analyzed using Exploratory Factor Analysis (EFA). The results demonstrated that EFA for Organizational Capital as three-factor construct showed an acceptable fit to the data and this scale may be used in future research for measurement of this construct as a whole with contextual validity check. This study extends the conceptual underpinnings of Organizational Capital to the Indian context and provides insights into these three factors which organizations need to focus in order to engage their employees in successful CRM implementation. A validated scale has been formulated which can be used in future research.
- Subjects
CUSTOMER relationship management; EXPLORATORY factor analysis; CUSTOMER relations; CONSUMER expertise; CUSTOMER retention
- Publication
FIIB Business Review, 2017, Vol 6, Issue 4, p39
- ISSN
2319-7145
- Publication type
Article
- DOI
10.1177/2455265820170407