The Impact and Interaction Effect of HR and IT Applications on the Performance of Customer Relationship Management in the Banking Industry: An Empirical Study of Five Taiwanese Banks

摘要

This study investigates the impact of human resource (HR) capability and information technology (IT) application, and their potential interaction effect on the development of customer relationship management (CRM) performance in the banking industry. A total of 800 questionnaires were distributed in the summer of 2012 to five Taiwanese banks which have applied the e-CRM system to their customer service operations. The empirical analysis was carried out with two samples, the sales personnel and the customers, and the multiple hierarchical regression were performed to test for main effects and interaction effects on CRM performance. The findings showed that the positive performance of HR and IT capabilities. In addition to the direct influences of the resources, the main result is towards the interaction of these capabilities, which leads to the predictions of its CRM advantage.