The Dynamism of the Environment — The Impact on Service Company Competitive Advantage from a CRM Dynamic Capabilities Perspective

Abstract

To explore the dynamism of the environment and the impact on service company competitive advantage from a customer relationship management (CRM) dynamic capabilities (DCs) perspective. This work also aims to develop a multidimensional conceptualisation of the dynamic environment and propose a theoretical model for analysing the impact of the environment's dynamism on the relationship between dynamic CRM capabilities and competitive advantage.

Keywords

• environmental dynamism
• dynamic capabilities
• customer relationship management
• dynamizm otoczenia
• zdolności dynamiczne
• zarządzanie relacjami z klientem
• l8
• m20
• o10