This research has dealt with the gaps in the previous literature and the preponderant problems in the Ghana telecom industry. The main objective is to explore the roles of innovation capability and environmental turbulence on the relationship between customer relationship management and business performance in the Ghana telecommunication industry. Hierarchical linear regression and structural equation models through STATA and AMOS statistical software were employed to analyze the obtained data from a structured questionnaire. These models were used based on the type of analyses employed in our study and since they are robust in determining and validating the proposed causal relationships among variables. To summarize the findings, (1) the study found that customer relationship management constructs have a positive impact on innovation capability and business performance. (2) We discovered that innovation capability constructs have a positive effect on business performance. (3) Innovation capability mediates the relationship between customer relationship management and business performance. (4) Environmental turbulence moderates the relationship between customer relationship management and business performance. These findings contribute immensely to managerial and practical implications by entreating managers to intensify their commitment to CRM and innovation activities such as sharing indispensable information, involving customers, solving problems jointly, building long‐term relationships, and using modern technologies in building powerful partnerships with customers to meet their needs in order to accelerate performance.

中文翻译：

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强大的创新能力和环境动荡是否会影响 CRM 与业务绩效之间的关系？


这项研究解决了先前文献中的空白以及加纳电信行业的主要问题。主要目标是探讨创新能力和环境动荡对加纳电信行业客户关系管理和业务绩效之间关系的作用。采用STATA和AMOS统计软件的层次线性回归和结构方程模型来分析从结构化问卷中获得的数据。这些模型是根据我们研究中采用的分析类型使用的，因为它们在确定和验证变量之间所提出的因果关系方面具有稳健性。总结研究结果，（1）研究发现客户关系管理结构对创新能力和业务绩效具有积极影响。 (2)我们发现创新能力构建对企业绩效具有正向影响。 (3)创新能力在客户关系管理与经营绩效之间发挥中介作用。 (4)环境动荡调节客户关系管理与经营绩效之间的关系。这些发现对管理和实践意义重大，要求管理者加强对 CRM 和创新活动的承诺，例如共享不可或缺的信息、让客户参与、共同解决问题、建立长期关系以及使用现代技术与客户建立强大的合作伙伴关系以满足他们的需求，以加速绩效。