Identify the links that underlie between customer relationship capabilities and export performance

Min Li; Xinming He; Carlos M.P. Sousa

Identify the links that underlie between customer relationship capabilities and export performance

Min Li, Xinming He, Carlos M.P. Sousa

Research output: Contribution to conference › Paper › peer-review

Abstract

Customer relationships are important resources for export firms and customer relationship capabilities (CRC) enable firms to develop and maintain relationships with export customers as well as understand their requirements. However, current research does not figure out the underlying mechanism of how CRC contribute towards a better export performance. By using a sample from Chinese exporters, this research identifies the mediating role of product development capabilities on the link between CRC and export performance. In addition, this research finds that intermediate mode channel and external uncertainty respectively play a positive moderating role by influencing the impact of CRC on the development of PDC as well as on the link between CRC and export performance. This research contributes to the international marketing and customer relationship management research by adding knowledge about the different roles of capabilities in creating value from customer relationships.

Original language	English
Publication status	Published - 12 Dec 2021
Event	47th European International Business Academy (EIBA) Annual Conference - Complutense University of Madrid, Madrid, United Kingdom Duration: 10 Dec 2021 → 12 Dec 2021 https://www.eiba2021.eiba.org/

Conference

Conference	47th European International Business Academy (EIBA) Annual Conference
Country/Territory	United Kingdom
City	Madrid
Period	10/12/21 → 12/12/21
Internet address	https://www.eiba2021.eiba.org/

Cite this

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title = "Identify the links that underlie between customer relationship capabilities and export performance",

abstract = "Customer relationships are important resources for export firms and customer relationship capabilities (CRC) enable firms to develop and maintain relationships with export customers as well as understand their requirements. However, current research does not figure out the underlying mechanism of how CRC contribute towards a better export performance. By using a sample from Chinese exporters, this research identifies the mediating role of product development capabilities on the link between CRC and export performance. In addition, this research finds that intermediate mode channel and external uncertainty respectively play a positive moderating role by influencing the impact of CRC on the development of PDC as well as on the link between CRC and export performance. This research contributes to the international marketing and customer relationship management research by adding knowledge about the different roles of capabilities in creating value from customer relationships.",

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T1 - Identify the links that underlie between customer relationship capabilities and export performance

AU - Li, Min

AU - He, Xinming

AU - Sousa, Carlos M.P.

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Y1 - 2021/12/12

N2 - Customer relationships are important resources for export firms and customer relationship capabilities (CRC) enable firms to develop and maintain relationships with export customers as well as understand their requirements. However, current research does not figure out the underlying mechanism of how CRC contribute towards a better export performance. By using a sample from Chinese exporters, this research identifies the mediating role of product development capabilities on the link between CRC and export performance. In addition, this research finds that intermediate mode channel and external uncertainty respectively play a positive moderating role by influencing the impact of CRC on the development of PDC as well as on the link between CRC and export performance. This research contributes to the international marketing and customer relationship management research by adding knowledge about the different roles of capabilities in creating value from customer relationships.

AB - Customer relationships are important resources for export firms and customer relationship capabilities (CRC) enable firms to develop and maintain relationships with export customers as well as understand their requirements. However, current research does not figure out the underlying mechanism of how CRC contribute towards a better export performance. By using a sample from Chinese exporters, this research identifies the mediating role of product development capabilities on the link between CRC and export performance. In addition, this research finds that intermediate mode channel and external uncertainty respectively play a positive moderating role by influencing the impact of CRC on the development of PDC as well as on the link between CRC and export performance. This research contributes to the international marketing and customer relationship management research by adding knowledge about the different roles of capabilities in creating value from customer relationships.

UR - https://webicei.github.io/WEB_EIBA_47/programme/programme-overview/index.html

M3 - Paper

T2 - 47th European International Business Academy (EIBA) Annual Conference

Y2 - 10 December 2021 through 12 December 2021

ER -

Identify the links that underlie between customer relationship capabilities and export performance

Abstract

Conference

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Identify the links that underlie between customer relationship capabilities and export performance

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