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The Dimensions of the chameleon organization An entrance to improve customer relationship management An exploratory study of the opinions of a sample of managers in Zain Iraq Company for communications | ||
| Journal of Kirkuk University For Administrative and Economic Sciences | ||
| Volume 12, Issue 2, December 2022, Pages 146-185 PDF (2.78 M) | ||
| Authors | ||
| Barzan Ali Hussein Al Sabawi; Alaa Abdel-Salam Yahya Al-Hamdani | ||
| journal of kirkuk University For Administrative and Economic Sciences | ||
| Abstract | ||
| The study aims to diagnose the relationship and the impact between the dimensions of the chameleon organization and the customer relationship management. Based on that the problem of the study was represented in the following main question (How can the dimensions of the chameleon organization be employed for enhancing customer relationship management?). In order to answer the question of the study, a hypothetical scheme was formulated to express the relationship between its main variables and the trends of their influences represented by (the chameleon organization as an “independent” variable, the customer relationship management “dependent” variable). To verify the relationship and the effect between the variables of study and their sub-dimensions, the Zain Iraq Telecom Company was chosen as a field of study, and the managers in the company were chosen as a sample for the study. The number of participants reached to (319).In order to collect the data and information required for the study, a questionnaire was designed as a main tool in data collection process. The sub-dimensions of the variables were included within (59) questions included in the questionnaire based on many scientific sources that discussed the contents of the study. The descriptive analytical approach was utilized in an attempt to answer the questions of the study and test its hypotheses using several statistical methods. Its results reinforce the hypotheses of the study, the positivity of its objectives, and the validity of its scheme. The field study have proved results that are consistent with the study's objectives and its main philosophy which also proved the existence of relationships between the investigated variables. The study reached a set of conclusions, the most important are: The results of the analysis reached by the study confirm that the dimensions of the chameleon organization contribute in enhancing the customer relationship management. In addition to the contribution of the sub-dimensions of the main variables in enhancing the customer relationship management in the organization. The study reached many conclusions, the most important one is the need to choose the appropriate time of moving to the chameleon organization and employ the organization to improve the patterns of its relations with customers in order to enhance customer relationship management within the industry in which the researched organization operates. | ||
| Keywords | ||
| dimensions of the chameleon organization; customer relationship management | ||
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