Linking supply chain management practices to customer relationship management objectives: a proposed framework
This research proposes a framework linking supply chain management (SCM) practices to customer relationship management (CRM) objectives through better organizational performance. First, critical review was conducted to identify the relationship between SCM practices and organizational performance....
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Vilnius Gediminas Technical University
2022-04-01
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| Series: | Business: Theory and Practice |
| Subjects: | |
| Online Access: | https://jau.vgtu.lt/index.php/BTP/article/view/15475 |
| _version_ | 1797332132115251200 |
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| author | Nourhan Ahmed Saad Sara Elgazzar Sonja Mlaker Kac |
| author_facet | Nourhan Ahmed Saad Sara Elgazzar Sonja Mlaker Kac |
| author_sort | Nourhan Ahmed Saad |
| collection | DOAJ |
| description |
This research proposes a framework linking supply chain management (SCM) practices to customer relationship management (CRM) objectives through better organizational performance. First, critical review was conducted to identify the relationship between SCM practices and organizational performance. Then, a systematic review of published research work on CRM objectives for last two decades was conducted with the purpose of identifying key variables for CRM objectives and their impact on SCM practices through managing organizational performance. The review revealed a set of main variables for CRM objectives (customer satisfaction and customer loyalty). Upon which, a theoretical framework has been developed linking SCM practices to CRM objectives through enhancing organizational performance. This work brings together the concepts of SCM practices and organizational performance. It also provides a comprehensive review on CRM objectives over a time span (2000–2019) in order to develop the framework between SCM practices and CRM objectives through better organizational performance. The proposed framework can help practitioners to understand SCM practices that can lead to better CRM and hence better organizational performance.
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| first_indexed | 2024-03-08T07:45:12Z |
| format | Article |
| id | doaj.art-b8f73ff1e59646daa037ce06f89f04f1 |
| institution | Directory Open Access Journal |
| issn | 1648-0627 1822-4202 |
| language | English |
| last_indexed | 2024-03-08T07:45:12Z |
| publishDate | 2022-04-01 |
| publisher | Vilnius Gediminas Technical University |
| record_format | Article |
| series | Business: Theory and Practice |
| spelling | doaj.art-b8f73ff1e59646daa037ce06f89f04f12024-02-02T16:27:47ZengVilnius Gediminas Technical UniversityBusiness: Theory and Practice1648-06271822-42022022-04-0123110.3846/btp.2022.15475Linking supply chain management practices to customer relationship management objectives: a proposed frameworkNourhan Ahmed Saad0Sara Elgazzar1Sonja Mlaker Kac2Faculty of Logistics, Maribor University, Celje, Slovenia; College of International Transport and Logistics, Arab Academy for Science, Technology and Maritime Transport, Alexandria, EgyptCollege of International Transport and Logistics, Arab Academy for Science, Technology and Maritime Transport, Alexandria, EgyptFaculty of Logistics, Maribor University, Celje, Slovenia This research proposes a framework linking supply chain management (SCM) practices to customer relationship management (CRM) objectives through better organizational performance. First, critical review was conducted to identify the relationship between SCM practices and organizational performance. Then, a systematic review of published research work on CRM objectives for last two decades was conducted with the purpose of identifying key variables for CRM objectives and their impact on SCM practices through managing organizational performance. The review revealed a set of main variables for CRM objectives (customer satisfaction and customer loyalty). Upon which, a theoretical framework has been developed linking SCM practices to CRM objectives through enhancing organizational performance. This work brings together the concepts of SCM practices and organizational performance. It also provides a comprehensive review on CRM objectives over a time span (2000–2019) in order to develop the framework between SCM practices and CRM objectives through better organizational performance. The proposed framework can help practitioners to understand SCM practices that can lead to better CRM and hence better organizational performance. https://jau.vgtu.lt/index.php/BTP/article/view/15475supply chain managementorganization performancecustomer relationship management objectivessupply chain management practices |
| spellingShingle | Nourhan Ahmed Saad Sara Elgazzar Sonja Mlaker Kac Linking supply chain management practices to customer relationship management objectives: a proposed framework Business: Theory and Practice supply chain management organization performance customer relationship management objectives supply chain management practices |
| title | Linking supply chain management practices to customer relationship management objectives: a proposed framework |
| title_full | Linking supply chain management practices to customer relationship management objectives: a proposed framework |
| title_fullStr | Linking supply chain management practices to customer relationship management objectives: a proposed framework |
| title_full_unstemmed | Linking supply chain management practices to customer relationship management objectives: a proposed framework |
| title_short | Linking supply chain management practices to customer relationship management objectives: a proposed framework |
| title_sort | linking supply chain management practices to customer relationship management objectives a proposed framework |
| topic | supply chain management organization performance customer relationship management objectives supply chain management practices |
| url | https://jau.vgtu.lt/index.php/BTP/article/view/15475 |
| work_keys_str_mv | AT nourhanahmedsaad linkingsupplychainmanagementpracticestocustomerrelationshipmanagementobjectivesaproposedframework AT saraelgazzar linkingsupplychainmanagementpracticestocustomerrelationshipmanagementobjectivesaproposedframework AT sonjamlakerkac linkingsupplychainmanagementpracticestocustomerrelationshipmanagementobjectivesaproposedframework |