THE ROLE OF CRM FOG COMPUTING ON INNOVATION AND CUSTOMER SERVICE QUALITY: AN EMPIRICAL STUDY

CRM fog computing and entrepreneurial, innovation and service quality has been identified as an important driving forces for job growth. The study aimed to identifying the involvement of CRM fog computing on entrepreneurial, innovation and service quality in the Jordanian telecom company. The authors employed a quantitative approach to identify the level of Appling of CRM fog computing in the company. The study contained the findings of questionnaire of 325 respondents (male and female employees). Multiple linear regression and One-Way ANOVA analyses were used to examine the data. The predictive model of CRM fog computing and entrepreneurial, innovation and service quality was significant impact. Implications for CRM fog computing and practice are entrepreneurial, innovation and service quality are discussed. The researchers recommend to build enthusiasm for creating fog CRM mist processing as a result of its job in client administrations improvement: to increase using the information provided by CRM system in decision making; to consider services quality more as it affects sales volume positively; to consider customer’s feedback, listen to their opinions about the services provided to enhance performance. Entrepreneurship and innovation are increasingly an indispensable portion of organizations nationally, regionally and globally, and considered as powerful tool for revenue streams. The authors state that entrepreneurship uses innovation to expand business scope and boost growth. Therefore, entrepreneurship and innovation are dynamic and holistic processes that are not confined to the initial stage of a new venture. The implementation of CRM Fog computing and entrepreneurial aids the organisation's productivity because it enhances the product and services offered by several organizations that adopts it concept. It enhances services to customers due to its easy to access nature and as well. The authors conclude that CRM Fog computing improves the ecommerce of any organization or community that adopts its concept and applies it in all areas.

competitive advantage in performance. The importance of the customer, taking care of him and meeting his requirements has led to the companies 'concentration and adoption of modern technological systems, which would motivate customers to increase the demand for goods and services. In the end, it would lead to profit and reach the goals that companies seek to achieve.
Moreover, changes in customer service requirements, intense competition in market share and rapid growth in technology necessitated that companies create an effective system. Such a system should facilitate procedures an workflow, controls multiple processes, exchanges of data and information between different activities, and assists management in creating new services and products which were not available in the market. It allows maintaining a competitive advantage and ensuring its continuity, reducing costs and increasing efficiency in meeting customer requirements. Among these systems that can change the nature of customer service is CRM fog computing. Accordingly, this study came to indicate the role that fog computing CRM plays to improve customer service, increase creativity, and lead in the businesses that companies perform.
Literature Review. CRM Fog Computing, Entrepreneurial, Innovation & Service Quality: CRM Fog account was a suggested idea to move IoT departments (i.e. portability support, mindfulness, geopublishing and deceleration) from the edge of the system. By extending cloud data centre assets (shape, storage, and system assets) in the closest area to end customers, Fog Logging is likewise proposed to improve implementation of several applications that require deep sleep from IoT tools to the nearest fog server, or applications that perform action information locally created (Mahafzah et al., 2020). CRM Fog computing is a mixture of technology and business procedures (Khlif & Jallouli, 2014) that supports companies concentrate on the customer. CRM Fog computing is a strategic customer choice process in which a company can earn money, access, and customer interaction to increase the present and future value of the company's customers (Kumar & Rents, 2012).
Quality of services is the difference among the level of real service performance and the level of expected return, that is, the quality of services is a measurement of the service suitability to customer requirements (Mahafaza et al., 2020;Malkawi et al., 2017). Services are progressively an irreplaceable bit of associations broadly, locally and all-inclusive, and considered a useful asset for income streams. In this way, the accomplishment of a service supplier frequently obviously depends on the elevated level of association with the customers which decides client steadfastness and fulfilment that QoS impacts the company's results, for example, expanding deals and benefit (Mori et al., 2013), improving client relations, execution predominance, piece of the overall industry (Poretla and Thanassoulis, 2005), enhances unwavering client ness and corporate picture (Newman, 2001). In which, consumer loyalty and QoS have identified with steadfastness the conduct of client using repurchase aims (Kheng, 2002), and along these lines' conveyance of higher calibre of service to patients/clients is unavoidable for endurance and achievement of the emergency clinics in the present dynamic and severe condition.
The term innovation refers to working to find something new, as achieving it is a unique resource for the company. In contrast, change is the integration of these new resources and their marketing well (Alcouffe, 2004). Projects can only develop in an environment where there are an entrepreneurial spirit and a love for creative work, which led to a group of businessmen with managerial talents such as preparing for risk, adopting new ideas, and understanding the mechanisms of competition in the market. Creativity is considered as all further or all small or significant improvement in products and production methods. It takes place through an individual or collective effort. It proves its success from a technical or technological point of view as well as its economic effect. It is the process that allows the organisation to achieve a high degree of coordination and cooperation between its activities. Various as production, marketing, research and development, to adopt unique ideas and methods and implement them in the field of work to add a new service or create a production process, as well as to make the organisation the best in the competition market (Al-Da'abseh et al., 2018).
Entrepreneurship is considered as a set of characteristics and types of behaviour related to choosing a business or work, planning it, organising it and taking its risks and creativity in managing it. It is also an initiative or movement process and with high risk, which includes a combination of capital, technology and human skill, and it is applicable in all businesses regardless of About its size and economic or service orientation. Therefore, entrepreneurship is one of the essential and promising fields in the economies of advanced industrial countries and developing countries. The entrepreneurship contributes an active contribution to economic development. It is considered a fundamental concept to focus on creativity and leadership as it has technological dimensions, a new product, or a new way to present the service. Accordingly, entrepreneurship depends on diversification, differentiation and the introduction of new methods, as the entrepreneur is the person who possesses institutional building skills as well as administrative and creative skills that help him in building organisation or management of the institution (Bygstad & Presthus, 2012).
CRM Fog, Computing & Entrepreneurial. Entrepreneurship can assume a significant job in the financial advancement of a nation (Coviello and Munro, 1995;Antoncic et al., 2000;Knight and Cavusgil, 1996;Busenitz et al., 2000;Bosma, 2010;Irtaimeh et al.,2016). The writing recognised two expansive kinds of entrepreneurship. Opportunity entrepreneurship alludes to beginning a business to misuse an apparent unexploited or under-abused business opportunity, i.e., the intentional idea of cooperation in entrepreneurship. Need entrepreneurship, then again, alludes to beginning a business as the best choice accessible for work yet not the favoured choice (Antoncic & Hisrich, 2000;Abualoush et a., 2018). Besides, new firm creation has been recognised as a fundamental factor in driving the financial development of a nation and producing work openings (Aljawarneh & Al-Omari). CRM Fog processing helps associations to separate client fragments dependent on productivity and business separated from distinguishing the related dangers with credit customers. Clients are generally similar to leave banks and reacting to other accessible ideas from contenders (Ahmad et al., 2019). As indicated by Aljawarneh & Al-Omari (2018) CRM Fog figuring assumes a considerable job in the financial business by supporting banks to catch the client's information and to upgrade the openness of client data, so it empowers bank offices to improve their corporate personality. Wang et al., 2019 in their examination, they inspected the viability of CRM Fog registering in the commercial segment, just as the relationship of CRM and innovation direction, dependability, process-driven methodology, client experience, and official duty. These last factors were viewed as the significant develops of CRM Fog figuring adequacy. From the discoveries, unwavering quality, process-driven methodologies, and authoritative responsibility were recognised as three develops of CRM Fog figuring viability with a positive impact on consumer loyalty; while dependability positively affected both client steadfastness and fulfilment. CRM Fog Computing & Innovation. CRM Fog processing is an idea received by associations through online to deal with the connections of an association with its clients, clients and all the issues identified with deals and budgetary exchanges. It is the innovation right now to oversee and encourage the association's business procedures and exercises regularly. Accordingly, CRM Fog figuring is viewed as a key business and procedure Al-Omari, et al., 2020;Al-Da'abseh, et al., 2018). Also, there is a need to perceive that CRM Fog registering has a long-haul point which is to improve the quality and to upgrade the interface with the clients which result in consumer loyalty (Tao et al., 2011). It's strongly suggested and required the top administration framework duty and vision for a fruitful CRM Fog figuring execution. Structure of the approaches system should be adaptable and straightforward, particularly the evaluating strategies. These angles are key issues to redesign the clients' fulfilment and the advantages of the firm (Khaligh et al., 2012). Assessment of the innovation writing affirms that there is a huge decent variety in perspectives and ways to deal with what establishes inventive movement. It features a portion of the disarray that exists inside the train itself. The disarray appears to come from the way that numerous definitions present fringe ideas, which may divert consideration from the centre parts of innovation and make its application troublesome. Numerous definitions have been proposed to clarify innovation, and therefore, the term has increased more noteworthy uncertainty (Garcia and Calantone, 2002).
CRM Fog, Computing & Service Quality. IT organisations must discover methods that can make them provide creative business services while cutting the organisation's expenses out of its activities to make their company reliable in today's complicated market environment (Alshare et al., 2020). It is not just a successful economic model correctly applied for operating expenses to be reduced and maintain IT infrastructure. Research has indicated that the cost of deploying 1000 traditional servers can be saved by 50 to 67% in cloud computing (Bibi et al. 2014). Many companies also use cloud computing because it is essential in performance growth and its effect on businesses' output (Mohammed, 2012). CRM Fog computing is an activity where a massive number of heterogeneous worldwide and decentralised devices communicate and potentially cooperate among themselves. The network carries out storage and processing tasks without the intension of third parties which enables and makes data processing quicker, better and more productive . There is a significant relationship among CRM Fog computing responding and time because it Consortium as; «a system-level horizontal architecture that distributes resources and services of computing, storage, control and networking anywhere along the continuum from Cloud to Things». (Atlam, Walters & Wills, 2018). Various sensors and another datasensation technology, an exponentially increasing amount of data are being captured in business workouts due to the evolution of the IoT. (Mahafzah et al., 2020).
The development of CRM Fog processing was because of critical technique to distinguish the banks' beneficial clients and possibilities. It too empowers associations to devote time and consideration regarding improving the associations with their customers through them redid administrations, reestimating, optional dynamic, and advertising (Vella et al., 2012;Awasthi and Sangle, 2013;Farquad et al., 2012;Aljawarneh & Atan, 2018;Alshare et al., 2020).
After the literature review, this study tested the following hypotheses: H01: There is a significant connection between CRM fog computing and entrepreneurial. H02: There is a significant connection between CRM fog computing and innovation. H03: There is a significant connection between CRM fog computing and service quality. Methodology and research methods. This study develops a series of questions concerning the role of CRM fog computing for enhancing entrepreneurial, innovation and service quality. The research follows a line of the deductive system to align these specific criteria in a pilot study, and a set of evaluation methods aimed at assessing the competitiveness of CRM fog computing on entrepreneurship, innovation and quality of service. This study has to do with quantitative analysis. Quantitative research defines what it is. Analytical research determines the way of how it becomes (Ethridge, 2004). In this paper, a quantitative approach is used to define the role of CRM fog computing in quality of service, entrepreneurship, and innovation. Furthermore, primary data were collected from the respondents using the questionnaire instrument. After data collection and analysis, the results were presented; Conclusions and recommendations were given. The number of study personnel reached 578 employees listed in the main branches of Jordan Telecom in Jordan. The study includes 325 employees from IT, HR, Marketing and Management divisions. The authors analysed collected data using the SPSSv19. This program fits with its quantitative approach (al-Bourne et al., 2020). Sekaran & Bougie, (2015) this is the process of discovering that the elements in the research instrument lead to collecting accumulated data. Emphasis is placed on ensuring that each dimension is accurately represented through its features suitably and that the details measure their sizes. The researcher used deputies above 30% at the level of importance (Al-Jawarneh & Al-Omari, 2018). Table 1 represents a statistically significant relationship among the elements of the variable that indicates the validity of the structure of the ingredients. With the chief remark on the reactions of the investigation test on the things the factor examination was applied, for every factor, the stacking and communalities estimations of each factor were determined.  Table 2 uncovered that all loadings and commonalities for all elements were high and called attention to that the vast majority of real asset acknowledged these outcomes on the off chance that they were higher than 0.35 (Sekaran and Bougie, 2014). The researcher used Cronbach alpha to assure the consistency of the survey items. According to (Sekaran & Bougie, 2014), the acceptable value is 70% and above. The result shows that correlation values were high and above 0.70. It leads to accepting the reliability of the instrument in the authors' investigation. Table 3 shows that percentage of males represented was 214 while the rate of female described was 111. And the highest percentage of the sample was 301 was for holders of a Bachelor degree and the second-ranked for a master's degree holders represented. However, the lowest rate of PhD, which was 8 of the total study sample. So, the results indicate that most respondents are mature enough to reduce Role of CRM fog computing on entrepreneurial, innovation & service quality at Jordanian Telecom Company in Jordan. Source: developed by the authors.
Results. 4th employee's M fog computing showed the means and standard of CRM fog computing as seen by employees.  Table 4 shows that the attitudes of the participants in the research sample were very high towards all the elements related to CRM fog computing that ranged between 3.91-4.25; A review of the order of the parts shows that the component was 12. Generally, the overall results indicated a high level of CRM fog computing, and the mean was 4.11, SD = 0.45, showing similarities in situations with no variation among respondents in the study regarding this variable. The company provides services as soon as possible to the customer. 4.33 0.76 2 The design of service operations fit with customer requirements 4.31 0.68 3 Conducting transactions quickly and adequately is very common in the company. 4.05 0.93 4 The company provides added value information on its services. 3.99 0.95 4.18 0.57 Source: developed by the authors. Table 5 shows that the respondents in the research has a very high attitude towards the sample and all the variables related to the customer services, and shows that the total results posit the presence of a high level of service quality which has an average mean of 4.18, SD=0.57. The level of entrepreneurial was high, which average mean was 4.17, SD=0.64, and high level of innovation which average expect Marketing and Management of Innovations, 2020, Issue 2 293 http://mmi.fem.sumdu.edu.ua/en was 4.08, SD=0.43. Testing the first hypothesis: to test the CRM fog computing on customer services for each variable in isolation, to test the first hypothesis, simple linear regression analysis was used and is illustrated in Table 6. Source: developed by the authors. Table 6 shows a positive effect of the statistical significance of CRM fog computing on entrepreneurial, and the effect level was 0.682, p>0.000. It means that the increase in the CRM fog computing by one degree will lead to increase responding time at 67.2%. It also ensures the t-statistic value 25.191 statistically significant. The adjusted R² reached 0.492, which indicated that CRM fog computing explains 49.2% of the changes that occur in the entrepreneurial, which implied that the variables are important in the entrepreneurial. Testing the second hypothesis, for the testing simple regression analysis was used, and Table 7 illustrates it. Source: developed by the authors. Table 7 shows a positive effect of statistically significance of CRM fog computing on the innovation, and the effect level was coefficient= 0.630, p>0.000, meaning that the increase in the CRM fog computing by one degree will lead to increase service diversity at 61.0%. It also ensures the t-statistic value 11.114 with statistically significant, which showed regression. Results also suggest that the adjusted R² reached 0.379, which indicated that CRM fog computing could explain 37.9% of the changes that occur in the innovation, which implied that the variables are essential in the innovation. Testing the third hypothesis, for the testing simple regression analysis was used, and table 8 illustrates it.  Table 8 shows a positive effect of CRM fog computing on such parameter as service quality. The impact level was 0.426, p> 0,000, which means that an increase in CRM fog computing by one degree would increase customer experience by 42.6%. It also included a statistically significant value of t of 13.991. The service coefficient R² was 0.366, indicating that CRM fog computing can account for 36.4% of service quality changes, which means that variables are essential in-service quality. The findings, based on the first question, revealed that there was a high level of CRM Fog computing. The conclusions of the second question posit that entrepreneurial, innovation and service quality levels from Jordanian telecom company employee's perspective were also high. The results of the third question showed that Jordanian telecom company and entrepreneurial, innovation and service quality were functional at α≤0.05. Iriqat and Abu Daqar (2017) proved the impact of CRM Fog computing on entrepreneurial, innovation and service quality. CRM Fog computing has a significant and positive impact on the area of entrepreneurial, innovation and service excellence because it makes this area and department's duty easier and aids better services to the customer. Investigated by the impact of CRM Fog computing on Long-term Customers' Loyalty, they found that there is a positive relationship between long-term customers' loyalty and CRM Fog computing. Therefore, this finding agrees with the study of Iriqat and Abu Daqar (2017).
The researchers found a positive correlation between CRM Fog computing and entrepreneurial. CRM Fog computing helps to design e-commerce website of a company which includes fast email button, using which customers have the opportunity to choose the variant of contacting a company to receive a response on their queries, or they may ask or complain about transactions over the internet (Wang, 2019). There is an impact of CRM Fog computing on innovation; CRM Fog computing aids innovation due to its effects on the various aspects of innovation dished by business organisations via the internet. The use or implementation of the CRM Fog computing aids an organisation to be able to offer innovation via the internet to its customers, and this service can as well be rendered in different forms and manners. They agreed with the studies by (Agariya, 2012). There is an impact of CRM Fog computing on service quality; the CRM Fog computing positively influences service quality due to its effect on the services offered by an organisation. Customer's perceptions about the service are essential in assessing the level of the service provided. Companies need to offer excellent facilities, so they need quality services that are flexible and adjustable to customers' changing needs (Ukens, 2007). Electronic business companies use automated services to serve customers. They offer customers a chance to order, thereby increasing their loyalty (Zheng, 2019). This examination has likewise assessed the impression of the clients about service quality in private medical clinics and the degree of their fulfilment. The exploration was directed through the impact of positivism theory. Entrepreneurship is feasible, fulfilling, fulfilling and esteemed profession alternative for graduates. In acknowledgement of the enormous commitments of businesspeople, they are now and then casually alluded to as the «movers» and «shakers» in the public arena. If entrepreneurship is viewed as a wellspring of innovation, work creation and commercial development for a nation, at that point, it is critical to draw in the youthful and the informed to become businesspeople. Considering the many open doors for new pursuit creation, college understudies ought to be prepared for circumstance entrepreneurship.
Conclusions. Based on the results found, the researchers recommend building enthusiasm for creating fog CRM mist processing as a result of its job in client administrations improvement. To increase using the information provided by CRM system in decision making. To consider services quality more as it affects sales volume positively; to view customer's feedback, listen to their opinions about the services provided to enhance performance. Entrepreneurship and innovation are increasingly becoming an indispensable part of organisations at the national, regional and global levels, and are considered a powerful tool for revenue streams. Therefore, the success of the service provider often depends strictly on the high level of the relationship with entrepreneurship and innovation that determines services that influence the company's results such as increased profit (Mori et al., 2013).
Entrepreneurship uses innovation to expand the business and promote growth. Therefore, entrepreneurship and innovation are dynamic and comprehensive processes that are not limited to the initial stage of a new project. The implementations of CRM Fog computing and entrepreneurial aids the organisation's productivity because it enhances the product and services offered by several organisations that adopt its concept. It also aids and increases services to customers due to its easy to access nature. As well, CRM Fog computing improves the e-commerce of any organisation or community that adopts its concept and applies it in all areas. CRM Fog computing also will aid learning and teaching in any society because of the age of internet and online business and communications system. Many companies also use cloud computing because it is essential in performance growth and its effect on businesses' output. Author