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Outsourcing of customer relationship management: implications for customer satisfaction
16 references·0 citing·39 second hop
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References

  • 1991Firm Resources and Sustained Competitive Advantage48,209 cited
  • 2004Firm resources and sustained competitive advantage38,157 cited
  • 1996Toward a knowledge‐based theory of the firm16,143 cited
  • 1976Markets and Hierarchies: Analysis and Antitrust Implications.13,381 cited
  • 1993The cornerstones of competitive advantage: A resource‐based view10,742 cited
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  • 1994Interorganizational Governance in Marketing Channels2,210 cited
  • 1990Alliances in Industrial Purchasing: The Determinants of Joint Action in Buyer-Supplier Relationships2,111 cited
  • 1985Alternative Forms of Fit in Contingency Theory1,960 cited
  • 1997Transaction Cost Analysis: Past, Present, and Future Applications1,937 cited
  • 1995Relationship Marketing in Consumer Markets: Antecedents and Consequences1,757 cited
  • 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance1,686 cited
  • 2003Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development1,490 cited
  • 1996PUBLICATION RECORDS AND TENURE DECISIONS IN THE FIELD OF STRATEGIC MANAGEMENT1,326 cited
  • 1990

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Environment‐strategy coalignment: An empirical test of its performance implications
1,125 cited
  • 1984A Transaction Cost Approach to Make-or-Buy Decisions1,044 cited
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