The Intervention of Organizational Characteristics in the Relationship between CRM and Organizational Performance in the Nigerian Insurance Industry

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dc.contributor.authorOlowokudejo, F.F
dc.contributor.authorObalola, M.A
dc.contributor.authorAduloju, S.A
dc.date.accessioned2018-03-20T14:02:39Z
dc.date.available2018-03-20T14:02:39Z
dc.date.issued2013
dc.descriptionStaff Publicationen_US
dc.description.abstractThe main objective of this study is to find out if organizational characteristics intervene in the relationship between CRM and organizational performance in the Nigerian insurance industry. Relevant literature was reviewed and a model consisting of fourteen variables was conceptualized and tested by means of empirical data collected through a questionnaire. A total of one hundred and eighty (180) copies of questionnaires were administered, one hundred and forty nine (149) copies were duly completed and returned. This represents a response rate of 82.78%. Partial correlation was used to test the hypothesis. Findings show that organizational characteristics (companies’ image and branch network) intervene in the relationship between CRM and organizational performance in the Nigerian insurance industry. The study also shows that the strength of the intervention of companies’ image is stronger than that of branch network. The study recommended that insurance companies should pay attention to their companies’ image and branch network as these constitutes the ‘tangibles’ which customers can use to judge the likely performance of the organization.en_US
dc.identifier.citationOlowokudejo, F.F, Obalola, M.A, and Aduloju, S.A (2013) The Intervention of Organizational Characteristics in the Relationship between CRM and Organizational Performance in the Nigerian Insurance Industry. International Journal of Management and Business Research, Vol. 3(1) 21-30pp.en_US
dc.identifier.urihttp://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.837.8186&rep=rep1&type=pdf
dc.identifier.uriijmbr.srbiau.ac.ir/?_action=articleInfo&article=1781&vol=101
dc.identifier.urihttp://ir.unilag.edu.ng:8080/xmlui/handle/123456789/2902
dc.language.isoenen_US
dc.subjectOrganizational Characteristicsen_US
dc.subjectOrganizational Performanceen_US
dc.subjectInsurance Industryen_US
dc.subjectBranch Networken_US
dc.titleThe Intervention of Organizational Characteristics in the Relationship between CRM and Organizational Performance in the Nigerian Insurance Industryen_US
dc.typeArticleen_US
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