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Customer relationship management: digital transformation and sustainable business model innovation

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Customer relationship management: digital transformation and sustainable business model innovation

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dc.contributor.author Gil Gómez, Hermenegildo es_ES
dc.contributor.author Guerola-Navarro, Vicente es_ES
dc.contributor.author Oltra Badenes, Raúl Francisco es_ES
dc.contributor.author Lozano Quilis, José Antonio es_ES
dc.date.accessioned 2021-06-12T03:34:12Z
dc.date.available 2021-06-12T03:34:12Z
dc.date.issued 2020-01-01 es_ES
dc.identifier.issn 1331-677X es_ES
dc.identifier.uri http://hdl.handle.net/10251/167878
dc.description.abstract [EN] The point of departure for this study is the understanding of customer relationship management (CRM) as a set of technological solutions key for efficient business management, the benefits of which, highlighted by previous works, are presented and defined here as crucial for entrepreneurial success. Of particular interest for this purpose are the existing studies on sustainability, which provide a viable research model to assess and validate the potential effect of each CRM component (sales, marketing, and services) on the three dimensions of sustainability (economic, environmental, and social). Upon confirmation of our hypotheses, the subsequent validation of such model should bring a better understanding of the way in which CRM-related benefits may increase the positive impact of its components on each dimension of sustainability. CRM can hence be considered a sort of Green IT, oriented toward digital transformation and sustainable business model innovation. Indeed, this research model may be the basis for a more specific methodology to measure the impact and benefits of applying CRM, understood, as we will contend, both in terms of sustainable business models and innovation. es_ES
dc.language Inglés es_ES
dc.publisher Taylor & Francis es_ES
dc.relation.ispartof Economic Research-Ekonomska Istra ivanja es_ES
dc.rights Reconocimiento (by) es_ES
dc.subject Customer relationship management es_ES
dc.subject Sustainability es_ES
dc.subject Green IT es_ES
dc.subject Common goods es_ES
dc.subject Customer knowledge management es_ES
dc.subject Innovation es_ES
dc.subject.classification ORGANIZACION DE EMPRESAS es_ES
dc.subject.classification LENGUAJES Y SISTEMAS INFORMATICOS es_ES
dc.title Customer relationship management: digital transformation and sustainable business model innovation es_ES
dc.type Artículo es_ES
dc.identifier.doi 10.1080/1331677X.2019.1676283 es_ES
dc.rights.accessRights Abierto es_ES
dc.contributor.affiliation Universitat Politècnica de València. Departamento de Sistemas Informáticos y Computación - Departament de Sistemes Informàtics i Computació es_ES
dc.contributor.affiliation Universitat Politècnica de València. Departamento de Organización de Empresas - Departament d'Organització d'Empreses es_ES
dc.description.bibliographicCitation Gil Gómez, H.; Guerola-Navarro, V.; Oltra Badenes, RF.; Lozano Quilis, JA. (2020). Customer relationship management: digital transformation and sustainable business model innovation. Economic Research-Ekonomska Istra ivanja. 33(1):2733-2750. https://doi.org/10.1080/1331677X.2019.1676283 es_ES
dc.description.accrualMethod S es_ES
dc.relation.publisherversion https://doi.org/10.1080/1331677X.2019.1676283 es_ES
dc.description.upvformatpinicio 2733 es_ES
dc.description.upvformatpfin 2750 es_ES
dc.type.version info:eu-repo/semantics/publishedVersion es_ES
dc.description.volume 33 es_ES
dc.description.issue 1 es_ES
dc.relation.pasarela S\401098 es_ES


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