Why build a customer relationship management capability?Tim R. Coltman2007-06-20articleThe Journal of Strategic Information Systems524 citationsclosedNo readable copy stored yet — this record is metadata only.Corporate Governance and ManagementCustomer Service Quality and LoyaltyInformation Technology Governance and StrategyAbstractNo abstract was published for this record.Citations in this libraryStored only when both papers are in the corpus — 524 citations exist upstream.References1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error1991Firm Resources and Sustained Competitive Advantage1951Coefficient Alpha and the Internal Structure of Tests2004Firm resources and sustained competitive advantage1997Dynamic capabilities and strategic management1984A resource‐based view of the firm1986Self-Reports in Organizational Research: Problems and Prospects1996Toward a knowledge‐based theory of the firmCited by2013Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM2006Service Quality in Multichannel Services Employing Virtual Channels2016The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image2015Depth and breadth of external knowledge search and performance: The mediating role of absorptive capacity2012Social Media in an Alternative Marketing Communication Model2014CRM to social CRM: the integration of new technologies into customer relationship management2011Impact of Customer Satisfaction on Customer Loyalty and Intentions to Switch: Evidence from Banking Sector of Pakistan2008Exit services marketing -enter service marketing