Abstract
The aim of this study is to explore the effect of digitized customer behavior on performance in the presence of digitized CRM as a mediating and a moderating variable. Research data was gathered using an online questionnaire completed by a convenience sample of marketing employees in service companies. The questionnaire was designed using a five-point Liker scale. The results showed that digitized customer behavior had a significant effect on performance, digitized CRM played a significant mediating role between digitized customer behavior and performance while had no significant moderating part in such an effect. Consequently, it was concluded that for companies to lift their performance, a digitized CRM program is a key prerequisite. This study contributes to the extant literature through highlighting the importance of digitized CRM for performance enhancement. Scholars and practitioners are required to consider the effects of digitized CRM on organizational outcomes.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
