Limitations and Future Research
Knowledge sharing and CRM are a complex construct that consider not only
technology system quality but also many other factors. Characteristics of
organizations and individuals have great impact on knowledge sharing behavior. And
factors that affects to CRM profitability is not only CRM strategy that
customer-centric factors such as customer orientation, customer interaction and
customer knowledge. Future studies may benefit from assessing other constructs and
variables to make better customer relationships and enhance intra-organizational
knowledge sharing.
The data collected is from banking industry of a single country. Future research
can use data from other industries and/or countries for comparison. Moreover, our
data is cross-sectional. Future research may use the longitudinal data to check
causality of relationships.