Track: Doctoral Dissertation Competition

Abstract

Purpose—This paper aims to analyze how information technology is related to organizational performance, firm innovation, and customer relationship management. It also examines how firm innovation, customer relationship management, and environmental compliance influence organizational performance.

Design/methodology/approach - This study adopts a quantitative approach, with questionnaires distributed to 110 respondents collected from both large enterprises and Small and medium-sized enterprises (SMEs) in Vietnam applying convenience sampling approaches. The structural analysis for this study will be carried out utilizing PLS-SEM modeling.

Findings—Information technology has a positive effect on organizational performance, firm innovation, customer relationship management, and environmental compliance.

Originality/ value – While previous studies have delved into the impact of information technology on organizational performance, as well as the impact of firm innovation and customer relationship management on performance, this study makes an original contribution by examining these relationships concurrently in a Vietnamese context. Furthermore, this study offers valuable insights for Vietnamese businesses striving to improve their performance through the use of information technology, innovation, customer management, and environmental practices.

Keywords: Organizational performance, information technology, firm innovation, customer relationship management, environmental compliance.