The relationship of customer success management to organizational performance of selected international computer technology companies in Dubai

The relationship of customer success management to organizational performance of selected international computer technology companies in Dubai

<p>Continuous enhancement of organizational performances is indispensable, especially</p><p>in a challenging economic period and location like Dubai. Substantial studies have</p><p>been conducted to unravel and explain the drivers...

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Main Author: Radwan, Basel Qasem Saleh
Format: thesis
Language:eng
Published: 2022
Subjects:
HD Industries
Land use
Labor
Online Access:https://ir.upsi.edu.my/detailsg.php?det=9567
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institution Universiti Pendidikan Sultan Idris
collection UPSI Digital Repository
language eng
topic HD Industries
Land use
Labor
spellingShingle HD Industries
Land use
Labor
Radwan, Basel Qasem Saleh
The relationship of customer success management to organizational performance of selected international computer technology companies in Dubai
description <p>Continuous enhancement of organizational performances is indispensable, especially</p><p>in a challenging economic period and location like Dubai. Substantial studies have</p><p>been conducted to unravel and explain the drivers of enhanced performance. The</p><p>research contributes insights and empirical evidence considering the 2030 Dubai</p><p>industrial strategy. Nowadays, organizations face issues in designing and applying</p><p>customer success due to lack of knowledge, and this could adversely affect business</p><p>profitability. Therefore, this study investigated the relationship of customer success</p><p>management including integration of customer success management technologies,</p><p>personnel capabilities, organizational readiness and customer orientation on</p><p>organizational performances among selected international computer technology</p><p>companies in Dubai. Using cross-sectional research approach, the data were collected</p><p>from a sample of 147 employees from selected Dubai international computer</p><p>technology companies. The Partial Least Squares Method (PLS) algorithm and the</p><p>bootstrapping technique were used to test the hypotheses of the study. The results</p><p>supported six out of the eight hypotheses. The overall findings revealed that integration</p><p>of customer success technologies, organizational readiness and customer orientation</p><p>have positive effects on performances, indicating that customer success is the key and</p><p>essential to enhance the organizational performances of international computer</p><p>technology companies in Dubai. Furthermore, to earn greater financial and nonfinancial</p><p>performance level, international computer technologies companies should</p><p>put more focus on fulfilling their customers goals. Thus, this study has offered some</p><p>noteworthy contributions to the body of knowledge and some significant implications</p><p>for policymakers that could help achieving the 2030 Dubai Industrial Strategy that</p><p>aims to transform Dubai into a global platform for innovation and a destination for</p><p>international companies.</p><p></p>
format thesis
qualification_name
qualification_level Doctorate
author Radwan, Basel Qasem Saleh
author_facet Radwan, Basel Qasem Saleh
author_sort Radwan, Basel Qasem Saleh
title The relationship of customer success management to organizational performance of selected international computer technology companies in Dubai
title_short The relationship of customer success management to organizational performance of selected international computer technology companies in Dubai
title_full The relationship of customer success management to organizational performance of selected international computer technology companies in Dubai
title_fullStr The relationship of customer success management to organizational performance of selected international computer technology companies in Dubai
title_full_unstemmed The relationship of customer success management to organizational performance of selected international computer technology companies in Dubai
title_sort relationship of customer success management to organizational performance of selected international computer technology companies in dubai
granting_institution Universiti Pendidikan Sultan Idris
granting_department Fakulti Pengurusan dan Ekonomi
publishDate 2022
url https://ir.upsi.edu.my/detailsg.php?det=9567
_version_ 1783730281547563008
spelling oai:ir.upsi.edu.my:95672023-10-12 The relationship of customer success management to organizational performance of selected international computer technology companies in Dubai 2022 Radwan, Basel Qasem Saleh HD Industries. Land use. Labor <p>Continuous enhancement of organizational performances is indispensable, especially</p><p>in a challenging economic period and location like Dubai. Substantial studies have</p><p>been conducted to unravel and explain the drivers of enhanced performance. The</p><p>research contributes insights and empirical evidence considering the 2030 Dubai</p><p>industrial strategy. Nowadays, organizations face issues in designing and applying</p><p>customer success due to lack of knowledge, and this could adversely affect business</p><p>profitability. Therefore, this study investigated the relationship of customer success</p><p>management including integration of customer success management technologies,</p><p>personnel capabilities, organizational readiness and customer orientation on</p><p>organizational performances among selected international computer technology</p><p>companies in Dubai. Using cross-sectional research approach, the data were collected</p><p>from a sample of 147 employees from selected Dubai international computer</p><p>technology companies. The Partial Least Squares Method (PLS) algorithm and the</p><p>bootstrapping technique were used to test the hypotheses of the study. The results</p><p>supported six out of the eight hypotheses. The overall findings revealed that integration</p><p>of customer success technologies, organizational readiness and customer orientation</p><p>have positive effects on performances, indicating that customer success is the key and</p><p>essential to enhance the organizational performances of international computer</p><p>technology companies in Dubai. Furthermore, to earn greater financial and nonfinancial</p><p>performance level, international computer technologies companies should</p><p>put more focus on fulfilling their customers goals. Thus, this study has offered some</p><p>noteworthy contributions to the body of knowledge and some significant implications</p><p>for policymakers that could help achieving the 2030 Dubai Industrial Strategy that</p><p>aims to transform Dubai into a global platform for innovation and a destination for</p><p>international companies.</p><p></p> 2022 thesis https://ir.upsi.edu.my/detailsg.php?det=9567 https://ir.upsi.edu.my/detailsg.php?det=9567 text eng closedAccess Doctoral Universiti Pendidikan Sultan Idris Fakulti Pengurusan dan Ekonomi <p>Aarikka-Stenroos, L., & Jaakkola, E. (2012). Value co-creation in knowledge intensive business services: A dyadic perspective on the joint problem-solving process. Industrial Marketing Management, 41(1), 1526.</p><p>Abdul-Rashid, S.H., Sakundarini, N., Ghazilla, R.A.R. & Thurasamy, R. 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