Cloud platform to improve performance outcomes: role of customer relationship management and innovation capabilities
by Chu-Ching Wang; Li-Ren Yang; Hsiu-Chen Chuang
International Journal of Services Technology and Management (IJSTM), Vol. 26, No. 6, 2020

Abstract: Conceptualising implementation of cloud platform in the new product development (NPD) context is still rudimentary. The primary objective of this study was to investigate the relationships among implementation of cloud platform, customer relationship management (CRM), innovation capabilities, and NPD performance. This study empirically investigated a sample of NPD projects in the Taiwanese high-tech industry. The structural equation modelling (SEM) approach was used to validate the research model. The findings indicate that implementation of cloud platform is associated with level of customer relationship management. In addition, these analyses suggest that customer relationship management has a positive effect on innovation capabilities. Finally, innovation capabilities contribute significantly to NPD performance.

Online publication date: Fri, 16-Oct-2020

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