Tubittumjournal
Abstract
This study investigates the interplay between electronic customer relationship management (e-CRM), smart market orientation capabilities, and innovation capability on a firm’s competitive performance. We explore the potential mediating role of innovation capability in the relationships between e-CRM and market orientation with competitive performance. Data were collected from 384 customers of electronic stores using a non-probability sampling method. Structural equation modeling (SEM) with SPSS24 and AMOS24 software was employed to analyze the data. The findings reveal that both e-CRM and smart market orientation capabilities have significant positive effects on innovation capability. Furthermore, innovation capability is found to have a significant positive impact on a firm’s competitive performance. Importantly, the results suggest that innovation capability plays a mediating role in the relationships between e-CRM/market orientation and competitive performance. These findings contribute to our understanding of how technology-driven customer management and strategic approaches can foster innovation and ultimately enhance a firm’s competitive advantage.
Abstract
This study explores the paradoxical role of Intellectual Property (IP) in economies dominated by Attrition Entrepreneurship (A.E.), where top-down, extractive practices stifle genuine innovation. Through the case of SOLIRANCE, a technologically superior driver behavior analysis technology, we demonstrate how a robust IP portfolio can function as a structural barrier that prevents an innovation from being co-opted by state-linked patronage networks, leading to its institutional marginalization. Our research integrates the Resource-Based View (RBV) and Dynamic Capabilities Theory (DCT) with A.E. theory to propose the concept of “Institutional Friction for Non-Extractive Assets.” We show how the IP protection of SOLIRANCE, which is typically a source of competitive advantage in open markets, becomes a liability in an extractive economy that rewards political rent-seeking over creative destruction. Our findings highlight the mechanisms by which A.E. ventures crowd out non-extractive technological assets, and how the “delay” in the real world is used as a tool to exhaust the capital of genuine entrepreneurs. This research has significant implications for policymakers seeking to promote sustainable innovation and prevent economic decay.