UPSI Digital Repository (UDRep)
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Abstract : Universiti Pendidikan Sultan Idris |
Continuous enhancement of organizational performances is indispensable, especially
in a challenging economic period and location like Dubai. Substantial studies have
been conducted to unravel and explain the drivers of enhanced performance. The
research contributes insights and empirical evidence considering the 2030 Dubai
industrial strategy. Nowadays, organizations face issues in designing and applying
customer success due to lack of knowledge, and this could adversely affect business
profitability. Therefore, this study investigated the relationship of customer success
management including integration of customer success management technologies,
personnel capabilities, organizational readiness and customer orientation on
organizational performances among selected international computer technology
companies in Dubai. Using cross-sectional research approach, the data were collected
from a sample of 147 employees from selected Dubai international computer
technology companies. The Partial Least Squares Method (PLS) algorithm and the
bootstrapping technique were used to test the hypotheses of the study. The results
supported six out of the eight hypotheses. The overall findings revealed that integration
of customer success technologies, organizational readiness and customer orientation
have positive effects on performances, indicating that customer success is the key and
essential to enhance the organizational performances of international computer
technology companies in Dubai. Furthermore, to earn greater financial and nonfinancial
performance level, international computer technologies companies should
put more focus on fulfilling their customers’ goals. Thus, this study has offered some
noteworthy contributions to the body of knowledge and some significant implications
for policymakers that could help achieving the 2030 Dubai Industrial Strategy that
aims to transform Dubai into a global platform for innovation and a destination for
international companies.
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References |
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