A massive volume of research advance Industry 4.0 (Ind4) technologies, yet their impact on corporate financial performance (CFP) remains relatively unexplored. This study proposes a model to investigate how Ind4 Adoption level (Ind4AL) affects CFP through customer management performance (CMP). Using survey data from 91 manufacturing firms spanning 14 industries and analyzing it through bootstrap-based structural equation modeling (SEM) with 5,000 samples, we find that Ind4AL positively moderates the CMP–CFP relationship. However, the direct effects of Ind4AL on CMP and CFP are not significant. Our findings suggest that companies with higher Ind4 implementation realize stronger financial returns from effective customer management. Finally, we discuss implications for both management practice and future research directions.
Customer Management and Corporate Financial Performance: The Significance of Industry 4.0 Adoption
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