The Impact Of Im On Business Performance Essay

1015 Words Dec 16th, 2016 5 Pages
In all models ,employee attitude and satisfaction used as a key factor in service quality which has impact via customer orientation ,employee motivated and job satisfaction .Furthermore ,employee for deliver high service quality and interactive marketing need to empower through organization .Rafiq&Ahmed(1998) proposed that “the degree of empowerment is conditional on the variability of what customer needs and the degree of task complexity “.high level of service need trained and skillful employee which may be costly ,however this cost will recover by attracting more customer by providing high service quality to them through trained employees .
Reviewing literature shows that there is lack of empirical research in IM because limited number of IM models.
2.13. Impact of IM in Business Performance
Business performance consist of both financial performance (Return on Investment (ROI) and Return on Assets (ROA) and operational performance (Product efficiency, market share, customer loyalty, customer satisfaction, product or service development, etc.).Therefore to measure business performance have to consider both financial and operational performance. Panigyrakis &Theodoridis (2009) states that operational performance influence overall performance of organization. They proposed that IM is a main driver of financial and operational business performance and has a strong influence on business performance .it can be demonstrated that employee in organization play a very crucial role…

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