Customer focus, service process fit and customer relationship management profitability: the effect of knowledge sharing

Yi-Wen Fan and Edward Ku

The Service Industries Journal, 2008, vol. 30, issue 2, 203-223

Abstract: The research goal of this study is to determine how knowledge sharing among members of firms’ collaboration affects customer relationship management (CRM) profitability. Collaboration has to exhibit a good knowledge of the markets, customers, products and services, methods and processes, competitors, employee skills, and the regulatory environment of information systems. We formulated a CRM profitability model and used a mailed questionnaire survey to investigate travel agent managers and employees in Taiwan. And we randomly mailed 1200 questionnaires to wholesaler travel agents of which 337 were returned completed. The findings reveal the nature and practical complexities associated with knowledge sharing in travel industry collaborations, and suggest how collaboration can create an appropriate knowledge-sharing strategy and increase CRM profitability.

Date: 2008
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DOI: 10.1080/02642060802120141

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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