Abstract

CRM fog computing and entrepreneurial, innovation and service quality has been identified as an important driving forces for job growth. The study aimed to identifying the involvement of CRM fog computing on entrepreneurial, innovation and service quality in the Jordanian telecom company. The authors employed a quantitative approach to identify the level of Appling of CRM fog computing in the company. The study contained the findings of questionnaire of 325 respondents (male and female employees). Multiple linear regression and One-Way ANOVA analyses were used to examine the data. The predictive model of CRM fog computing and entrepreneurial, innovation and service quality was significant impact. Implications for CRM fog computing and practice are entrepreneurial, innovation and service quality are discussed. The researchers recommend to build enthusiasm for creating fog CRM mist processing as a result of its job in client administrations improvement: to increase using the information provided by CRM system in decision making; to consider services quality more as it affects sales volume positively; to consider customer’s feedback, listen to their opinions about the services provided to enhance performance. Entrepreneurship and innovation are increasingly an indispensable portion of organizations nationally, regionally and globally, and considered as powerful tool for revenue streams. The authors state that entrepreneurship uses innovation to expand business scope and boost growth. Therefore, entrepreneurship and innovation are dynamic and holistic processes that are not confined to the initial stage of a new venture. The implementation of CRM Fog computing and entrepreneurial aids the organisation’s productivity because it enhances the product and services offered by several organizations that adopts it concept. It enhances services to customers due to its easy to access nature and as well. The authors conclude that CRM Fog computing improves the e-commerce of any organization or community that adopts its concept and applies it in all areas. 

Keywords: CRM fog computing, entrepreneurial, innovation, service quality, customer experience.

JEL Classification: D2, Q33, M31.

Cite as: Aljawarneh, N. M., Sokiyna, M., Obeidat, A. M., Alomari, K. A. K., Alradaideh, A. T., & Alomari, Z. S. (2020). The role of CRM Fog computing on innovation and customer service quality: an empirical study. Marketing and Management of Innovations, 2, 286-297. https://doi.org/10.21272/mmi.2020.2-21

This work is licensed under a Creative Commons Attribution 4.0 International License

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