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People-driven processes in customer relationship management
16 references·0 citing·41 second hop
People-driven processes in customer relationship management (2009)People-driven processes in customer relat…Welcome to the experience economy (2019)Welcome to the experience eco…Building theories from case study research (2009)Building theories from case s…Customer relationship management research (1992‐2002) (2005)Customer relationship managem…Understanding customer relationship management (CRM) (2003)Understanding customer relati…The Role of Emotions in Service Encounters (2002)The Role of Emotions in Servi…The mismanagement of customer loyalty. (2002)The mismanagement of customer…Avoid the four perils of CRM. (2002)Avoid the four perils of CRM.Accelerating Customer Relationships: Using Crm and Relationship Technologies (2000)Accelerating Customer Relatio…Understanding Customer Delight and Outrage (1999)Understanding Customer Deligh…Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing (1999)Marketing, Business Processes…Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing (1999)Marketing, Business Processes…Relationship marketing: strategic and tactical implications (1996)Relationship marketing: strat…Applications of case study research (1993)Applications of case study re…Building Theories from Case Study Research (1989)Building Theories from Case S…Expression of Emotion as Part of the Work Role (1987)Expression of Emotion as Part…Information Richness. A New Approach to Managerial Behavior and Organization Design (1983)Information Richness. A New A…Reengineering the Corporation (1993)Reengineering the corporation: A manifesto for business revolution (1993)An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon (2004)Customer relationship management: Finding value drivers (2006)The New Industrial Engineering: Information Technology and Business Process Redesign (2011)Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM (2013)Exploration and Exploitation in Organizational Learning (1991)Process innovation: reengineering work through information technology (1993)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Benchmarking Marketing Capabilities for Sustainable Competitive Advantage (2004)A Strategic Framework for Customer Relationship Management (2005)Research in Organizational Behavior (1984)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Is “service with a smile” enough? Authenticity of positive displays during service encounters (2004)Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy (2009)Satisfaction: a behavioral perspective on the consumer (2010)Dynamic Capabilities and Performance: Strategy, Structure and Environment (2013)The Presentation of Self in Everyday Life. (1956)Handbook of Industrial and Organizational Psychology. (1977)The Social Psychology of Organizations. (1979)Emotion work and psychological well-being (2002)Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)On the costs and benefits of emotional labor: A meta-analysis of three decades of research. (2011)Introduction to Case Study (1997)Social Capital: A Missing Link to Disaster Recovery (2004)Using Numbers in Qualitative Research (2010)Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development (2003)Comfort your online customer: quality, trust and loyalty on the internet (2004)Customer engagement: the construct, antecedents, and consequences (2016)Perspective Making and Perspective Taking in Communities of Knowing (1995)Conceptualizing Employee Silence and Employee Voice as Multidimensional Constructs* (2003)Understanding and Mitigating Uncertainty in Online Exchange Relationships: A Principal–Agent Perspective1 (2007)Theory Building From Cases: Opportunities And Challenges (2007)The qualitative research interview (2011)Positioning and Presenting Design Science Research for Maximum Impact1 (2013)Exploring the essence of memorable tourism experiences (2011)Value co-creation: concept and measurement (2014)Customer experience management: toward implementing an evolving marketing concept (2015)Value creation in E‐business (2001)Knowing in Practice: Enacting a Collective Capability in Distributed Organizing (2002)Seeking Qualitative Rigor in Inductive Research (2012)
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References

  • 1989Building Theories from Case Study Research17,437 cited
  • 2009Building theories from case study research11,299 cited
  • 1993Applications of case study research7,853 cited
  • 2019Welcome to the experience economy2,562 cited
  • 1983Information Richness. A New Approach to Managerial Behavior and Organization Design2,262 cited
  • 1987Expression of Emotion as Part of the Work Role1,489 cited
  • 2003Understanding customer relationship management (CRM)1,228 cited
  • 1999Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing986 cited
  • 2002The Role of Emotions in Service Encounters810 cited
  • 2002The mismanagement of customer loyalty.769 cited
  • 2002Avoid the four perils of CRM.699 cited
  • 1996Relationship marketing: strategic and tactical implications581 cited
  • 1999Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing524 cited
  • 1999Understanding Customer Delight and Outrage514 cited
  • 2000Accelerating Customer Relationships: Using Crm and Relationship Technologies434 cited

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  • 2005Customer relationship management research (1992‐2002)387 cited
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