Customer Relationship Management, Innovation Capability, Technological Environment, and Performance of Small and Medium  Scale Enterprises: A Research  Framework and Proposition

Rufina Betzoom Tuamyil; Silas Gontur; Makrop Davireng

doi:10.9734/jemt/2022/v28i1030450

Research Article Open access CC BY 4.0

Customer Relationship Management, Innovation Capability, Technological Environment, and Performance of Small and Medium Scale Enterprises: A Research Framework and Proposition

Rufina Betzoom Tuamyil, Silas Gontur, Makrop Davireng

Journal of Economics, Management and Trade · pp. 80–88 · Published 23 Sep 2022

10.9734/jemt/2022/v28i1030450

Abstract

This study looked into the consequences of customer relationship management by creating empirical evidence grounded in relationship marketing theory and dynamic capability theory. The study proposed a direct as well as an indirect relationship between customer relationship management and firm performance, recognizing technological environment as the interacting variables of customer relationship management that influences the performance of small and medium scale enterprises (SMEs), suggesting that technology environment as a moderator in the customer relationship management model. The study explained the theoretical and practical contributions of the model in our understanding of customer relationship management practices and the intervening role of innovation capability. Technological environment was also discussed especially from the perspective of SMEs.

Customer relationship management innovation capability technological turbulence firm performance SMEs

Cited by 5

How cloud knowledge management platforms enhance innovation in digital marketing strategies?

Mohammed Ahmed Al-Hamamy, Bashar Thaker Al-Qotaje, Manal Alsammak · Innovative Marketing · 2025

The role of innovation capability in mediating the effect of customer relationship management and market orientation on SME performance

Mei Indrawati, Indra Prasetyo, Rusdiyanto Rusdiyanto · Problems and Perspectives in Management · 2026

The mediating role of green business strategy for the relationship between environmental and marketing performance in SMEs

Woro Utari, Indra Prasetyo, Dwi Lesno Panglipursari · Problems and Perspectives in Management · 2025

Business network accessibility: Innovation capability as a connecting factor between Customer Relationship Management and market orientation on SMEs’ performance

Muhammad Fahmi, Muhammad Andi Prayogi, Muhammad Taufik Lesmana · Innovative Marketing · 2025

Role of Human Capital Development in Firm Performance: The Mediating Effect of Innovation. A Case of Manufacturing Firms in Plateau State, Nigeria

Rufina Betzoom Tuamyil, Nuhu Dogara Gado · Turk Turizm Arastirmalari Dergisi · 2024

The Impact of Information and Coordination Innovation on Relationship and Firm Performance: The Case of Small and Medium Enterprises in Indonesia — shares topic coverage
The Use of Information Technology (IT) among Small and Medium Enterprises (SMEs) In Financial Reporting: Evidence from Ghana — shares topic coverage
Product Innovation and SMEs Performance in the Manufacturing Sector of Ghana — shares topic coverage
Can University Connections of Independent Directors Improve Firm Performance? Evidence of Chinese Listed Manufacturing Companies over 2008-2013 — shares topic coverage
External R&D and Green Process Innovative Performance of Firms in Ghana: Moderating Role of Knowledge Transformation — shares topic coverage

Access this article

View at publisher

Cite this article

Rufina Betzoom Tuamyil, Silas Gontur, Makrop Davireng (2022). Customer Relationship Management, Innovation Capability, Technological Environment, and Performance of Small and Medium Scale Enterprises: A Research Framework and Proposition. Journal of Economics, Management and Trade , 80–88. https://doi.org/10.9734/jemt/2022/v28i1030450

Affiliations

Rufina Betzoom Tuamyil — Department of Business Education, School of Vocational and Technical Education, Federal College of Education, Pankshin, Nigeria.
Silas Gontur — Department of Business Education, School of Vocational and Technical Education, Federal College of Education, Pankshin, Nigeria.
Makrop Davireng — Department of Business Education, School of Vocational and Technical Education, Federal College of Education, Pankshin, Nigeria.

Metrics

0
Views: 0
Downloads: 5
Citations: 0
Outbound

Full metrics

Article metrics

Real usage data collected on this platform.

0

Page views

0

PDF downloads

0

Outbound clicks

5

Citations

Views by country

Approximate, from request IP at view time — not citizenship or institution. Countries with fewer than 5 views are grouped as "Other".

No views recorded yet.

Traffic sources

Referring site, by host.

No traffic recorded yet.

Views and downloads exclude known bots/crawlers. Citations combines this platform's own DOI-resolved index with each external source's own reported total — see Cited by above for individually listed citing works. Last refreshed 0 seconds ago.