Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Re-engineering the customer relationship: leveraging knowledge assets at IBM

16 references·16 citing·47 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1984Case Study Research: Design and Methods81,948 cited
1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
1994A Dynamic Theory of Organizational Knowledge Creation17,793 cited
1998Working knowledge: how organizations manage what they know10,801 cited
1987Developing Buyer-Seller Relationships9,139 cited
1999Whence Consumer Loyalty?7,319 cited
1993Market Orientation: Antecedents and Consequences7,032 cited
1994The Capabilities of Market-Driven Organizations6,532 cited
1986Case study research: Design and methods5,885 cited
1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
1998SUCCESSFUL KNOWLEDGE MANAGEMENT PROJECTS2,840 cited
2000The Impact of Technology on the Quality-Value-Loyalty Chain: A Research Agenda1,795 cited
1999Buyer-Seller Relationships in Business Markets1,752 cited
1998The Role of Tacit Knowledge in Group Innovation1,711 cited
2000Technology Infusion in Service Encounters1,551 cited
1998If Only We Knew What We Know: Identification and Transfer of Internal Best Practices

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

1,543 cited

Cited by

2004The state of CRM adoption by the financial services in the UK: an empirical investigation200 cited
2010A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation186 cited
2009Evaluating firm’s sustainable production indicators in uncertainty172 cited
2005Rejuvenating Customer Management:172 cited
2006Towards a holistic perspective of customer relationship management (CRM) implementation: A case study of the Housing and Development Board, Singapore167 cited
2005Customer Knowledge Management Competence: Towards a Theoretical Framework150 cited
2005A knowledge-enabled procedure for customer relationship management149 cited
2010eCRM 2.0 applications and trends: The use and perceptions of Greek tourism firms of social networks and intelligence141 cited
2007Knowledge management in 21st century manufacturing140 cited
2007Reexamining the Link Between Customer Orientation and Business Performance: The Role of Information Systems123 cited
2006Mapping the re‐engagement of CRM with relationship marketing120 cited
2003The role of learning and technical capabilities in predicting adoption of B2B technologies96 cited
2005Developments in Practice XVIII-Customer Knowledge Management: Adding Value for Our Customers93 cited
2020Research model for measuring the impact of customer relationship management (CRM) on performance indicators85 cited
2005Knowledge Management Capabilities in CRM: Making Knowledge For, From, and About Customers Work72 cited
2012Impact of User Satisfaction with Mandated CRM Use on Employee Service Quality171 cited