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Integration of customer relationship management: status quo and implications for research and practice
16 references·0 citing·38 second hop
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References

  • 1937The Nature of the Firm23,826 cited
  • 2006The Core Competence of the Corporation11,435 cited
  • 1991The Resource-Based Theory of Competitive Advantage: Implications for Strategy Formulation9,697 cited
  • 1996Production, Information Costs and Economic Organization9,565 cited
  • 1988The Theory of Industrial Organization8,578 cited
  • 1994The Capabilities of Market-Driven Organizations6,532 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1989Theory of Industrial Organization.5,142 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 2001Is the Resource-Based "View" a Useful Perspective for Strategic Management Research?4,459 cited
  • 1973The Economic Theory of Agency: The Principal's Problem.4,296 cited
  • 1997Formal and Real Authority in Organizations3,119 cited
  • 1991A Historical Comparison of Resource-Based Theory and Five Schools of Thought Within Industrial Organization Economics: Do We Have a New Theory of the Firm?3,088 cited
  • 2004Methods of Meta-Analysis3,023 cited
  • 2018Journal of Business Logistics2,522 cited

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Customer satisfaction, customer retention, and market share
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