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Measuring Organizationalin CRM context: An EFA Approach John Waseem Assistant Professor, Islamic University of Science and Technology, Avantipura, Jammu and Kashmir, India-192122, E-mail: johnwaseem@yahoo.in Online published on 23 March, 2018. Abstract This paper attempts to develop a scale for Organizational Capital and test its factorial validity through Exploratory FactorAnalysis. In order to test the proposed theoretical model, primary data was used which was generated through a survey ofsome selected pharmaceutical companies in India. The data was screened for removing the inadequacies and analyzed usingExploratory Factor Analysis (EFA). The results demonstrated that EFA for Organizational Capital as three-factor construct showed an acceptable fit to the data and this scale may be used in future research for measurement of this construct as a whole with contextual validity check. This study extends the conceptual underpinnings of Organizational Capital to the Indiancontext and provides insights into these three factors which organizations need to focus in order to engage their employees in successful CRM implementation. A validated scale has been formulated which can be used in future research. Top Keywords Organizational Capital, CRM, Top Management support, EFA. Top | |
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