Abstract
Increasing fragmentation of the construction industry makes it riskier and more competitive. Construction management researchers have become intrigued by the factors influencing performance differentials due to such fierce competition. This study examines the relationships between the business environment and customer relationship management and their effect on construction organisations sustainable performance. It develops a model to explain performance differential between construction organisations in New Zealand by using the linear regression technique. A questionnaire was administered to professionals within construction organisations. A total of 101 usable responses were analyzed for descriptive statistics and correlations. Following the balanced scorecard performance metric, the organisations’ sustainable performance was measured using customers, financials, internal processes, and growth and learning metrics. Results indicated that environmental dynamism had a significant regression with internal business processes and perspectives on learning and growth, with 0.259 and 0.607, respectively. CRM was significantly associated with financial (0.327), customer (0.373), and internal business process (0.451) perspectives. This study provides an integrative framework to construction enterprises, and determinants of organisational sustainable performance, which are substantial developments in the current literature on CRM practices. Given the significance of the construction sector to the global economy, ecology, and social well-being, its sustainable performance can lead to a sustainable future for communities
Highlights
Introduction published maps and institutional affilIn New Zealand, the construction industry is dynamic and often unpredictable
The analysis results show that customer relationship management is significantly associated with organisational performance
The results showed that the business environment and customers’ acquisition, regain, and referral activities are critical determinants of sustainable organisational performance
Summary
In New Zealand, the construction industry is dynamic and often unpredictable. Such dynamic marketplaces, according to [1], boost the level of competition in the market. This may be used to describe the construction industry in New Zealand, which has a highly competitive market due to its massive infrastructure development programmes. Residential, non-residential, and infrastructure building permits were all issued in greater numbers year after year, increasing the number of jobs in these industries.
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