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Customer relationship management in electronic environment
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Customer relationship management in electronic environment (2013)Customer relationship management in elect…Measuring the service quality of internet banking: scale development and validation (2010)Measuring the service quality…Integrated customer relationship management for service activities (2008)Integrated customer relations…e‐CRM in SMEs: an exploratory study in Northern Ireland (2008)e‐CRM in SMEs: an exploratory…A review of enterprise agility: Concepts, frameworks, and attributes (2007)A review of enterprise agilit…CRM: conceptualization and scale development (2005)CRM: conceptualization and sc…An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon (2004)An evaluation of divergent pe…Relationship marketing in online business‐to‐business markets (2003)Relationship marketing in onl…CRM and customer‐centric knowledge management: an empirical research (2003)CRM and customer‐centric know…An exploratory study of Internet adoption by SMEs in an emerging market economy (2003)An exploratory study of Inter…Internet Integrated Customer Relationship Management a Key Success Factor for Companies in the E-Commerce Arena (2002)Internet Integrated Customer …The Internet in industrial channels: its use in (and effects on) exchange relationships (2001)The Internet in industrial ch…Managing customer relationships in the e‐business world: how to personalise computer relationships for increased profitability (2001)Managing customer relationshi…Developing competencies in the entrepreneurial small firm for use of the Internet in the management of customer relationships (2001)Developing competencies in th…Managing information technology (IT) for one-to-one customer interaction (1999)Managing information technolo…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)User Acceptance of Information Technology: Toward A Unified View1 (2003)Adoption of CRM technology in multichannel environment: a review (2006‐2010) (2012)Assessing the influence of customer relationship management (CRM) dimensions on organization performance (2013)Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry (2017)The Internet and international marketing (1997)Internet adoption barriers for small firms in The Netherlands (2000)Strategic use of the Internet by small- and medium-sized companies: an exploratory study (2002)How international entrepreneurship characteristics influence Internet capabilities for the international business processes of the firm (2013)Internet marketing capabilities and international market growth (2015)Impact of E-Commerce and Digital Marketing Adoption on the Financial and Sustainability Performance of MSMEs during the COVID-19 Pandemic: An Empirical Study (2023)Firm Resources and Sustained Competitive Advantage (1991)Dynamic capabilities and strategic management (1997)Firm resources and sustained competitive advantage (2004)Customer relationship management: Finding value drivers (2006)Customer Engagement as a New Perspective in Customer Management (2010)Review of Psychometric theory (2nd ed.). (1979)Online relationship quality: scale development and initial testing (2014)Impact of trust on the relationship of e-service quality and customer satisfaction (2015)E-commerce websites, consumer order fulfillment and after-sales service satisfaction: the customer is always right, even after the shopping cart check-out (2021)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Commitment-Trust Theory of Relationship Marketing (1994)How does CRM technology transform into organizational performance? A mediating role of marketing capability (2009)Customer relationship management and innovation capability: an empirical study (2010)Scale development: ten main limitations and recommendations to improve future research practices (2017)Design for a Brain (1952)Agile Competitors and Virtual Organizations: Strategies for Enriching the Customer (1994)Toward the Flexible Form: How to Remain Vital in Hypercompetitive Environments (1996)A multi-agent based framework for supply chain risk management (2010)The role of business analytics capabilities in bolstering firms’ agility and performance (2019)Exploring the influence of knowledge management process on corporate sustainable performance through green innovation (2020)Understanding Attitudes and Predicting Social Behavior (1980)The Knowledge-Creating Company (1998)Whence Consumer Loyalty? (1999)Customer Relationship Management: Its Dimensions and Effect on Customer Outcomes (2004)Integrating customer relationship management in hotel operations: managerial and operational implications (2004)Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors (2011)The information system as a competitive weapon (1984)Do you want to keep your customers forever? (1995)The One to One Future: Building Relationships One Customer at a Time (1995)Successful practices in customer relationship management (2004)A decision‐support system for business‐to‐business marketing (2005)Investigating the impact of ECRM success factors on business performance (2019)Classifying and selecting e‐CRM applications: an analysis‐based proposal (2003)Critical factors underpinning the e-CRM activities of SMEs (2010)eCRM 2.0 applications and trends: The use and perceptions of Greek tourism firms of social networks and intelligence (2010)Modelling CRM in a Social Media Age (2014)Linking social media to customer relationship management (CRM): a qualitative study on SMEs (2017)
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References

  • 2007A review of enterprise agility: Concepts, frameworks, and attributes779 cited
  • 2004An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon680 cited
  • 2005CRM: conceptualization and scale development633 cited
  • 2003CRM and customer‐centric knowledge management: an empirical research268 cited
  • 2001Managing customer relationships in the e‐business world: how to personalise computer relationships for increased profitability169 cited
  • 2003An exploratory study of Internet adoption by SMEs in an emerging market economy159 cited
  • 2010Measuring the service quality of internet banking: scale development and validation158 cited
  • 2002Internet Integrated Customer Relationship Management a Key Success Factor for Companies in the E-Commerce Arena122 cited
  • 1999Managing information technology (IT) for one-to-one customer interaction104 cited
  • 2008Integrated customer relationship management for service activities73 cited
  • 2001Developing competencies in the entrepreneurial small firm for use of the Internet in the management of customer relationships71 cited
  • 2003Relationship marketing in online business‐to‐business markets65 cited
  • 2008e‐CRM in SMEs: an exploratory study in Northern Ireland54 cited
  • 2001The Internet in industrial channels: its use in (and effects on) exchange relationships

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