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Implementation effects in the relationship between CRM and its performance · Study

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ArticleImplementation effects in the relationship between CRM and its performance

Ilaria Dalla Pozza2018

Article2018

Implementation effects in the relationship between CRM and its performance

Ilaria Dalla Pozza · Oliver Goetz · Jean‐Michel Sahut

97 citations·0/0 files stored·Journal of Business Research

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Corporate Governance and Management Customer Service Quality and Loyalty ERP Systems Implementation and Impact

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.1977Estimating Nonresponse Bias in Mail Surveys 1977Estimating Nonresponse Bias in Mail Surveys 1990The Effect of a Market Orientation on Business Profitability 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications 1995Market Orientation and the Learning Organization 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications

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2020Innovative CRM and Performance of SMEs: The Moderating Role of Relational Capital 2021An empirical investigation of the factors affecting customer lifetime value 2021An examination of customer relationship management dimensions and employee-based brand equity: A study on ride-hailing industry in Saudi Arabia 2018The key role played by intermediaries in the retail insurance distribution 2022Effect of Digital Marketing on the Business Performance of MSMEs during the COVID-19 Pandemic: The Mediating Role of Customer Relationship Management

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Details

Year2018

Typearticle

Published2018-06-06

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations97

Files0 public / 0

ShelfCorporate Governance and Management

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doi10.1016/j.jbusres.2018.02.004

openalex_workW2807009629

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2019Formal modeling and verification of a service composition approach in the social customer relationship management system

2023Corporate entrepreneurship in banks: The role of technology self-efficacy and technology-based customer relationship management