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Examining business value of customer relationship management systems: IT usage and two-stage model perspectives
16 references·5 citing·58 second hop
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References

  • 2004Review: Information Technology and Organizational Performance: An Integrative Model of IT Business Value13,379 cited
  • 1996The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study1,862 cited
  • 2004The Customer Relationship Management Process: Its Measurement and Impact on Performance1,686 cited
  • 2003Are Selling, General, and Administrative Costs “Sticky”?1,361 cited
  • 2005Human Resource Management and Labor Productivity: Does Industry Matter?1,319 cited
  • 1999Information Technology Effects on Firm Performance as Measured by Tobin's q1,205 cited
  • 1995Information Technologies and Business Value: An Analytic and Empirical Investigation1,131 cited
  • 2004How Do Suppliers Benefit from Information Technology Use in Supply Chain Relationships?11,102 cited
  • 2006Reconceptualizing System Usage: An Approach and Empirical Test1,042 cited
  • 1998Accounting for Endogeneity When Assessing Strategy Performance: Does Entry Mode Choice Affect FDI Survival?1,014 cited
  • 2005The Role of Relational Information Processes and Technology Use in Customer Relationship Management967 cited
  • 2007IT Assets, Organizational Capabilities, and Firm Performance: How Resource Allocations and Organizational Differences Explain Performance Variation947 cited
  • 2011The Agency Problem, Corporate Governance, and the Asymmetrical Behavior of Selling, General, and Administrative Costs*826 cited

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  • 2006The impact of enterprise systems on corporate performance: A study of ERP, SCM, and CRM system implementations790 cited
  • 2005Why Do Customer Relationship Management Applications Affect Customer Satisfaction?776 cited
  • 2005Customer Satisfaction and Stock Prices: High Returns, Low Risk735 cited
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    • 2020Análisis de la relación entre el grado de introducción de CRM y los beneficios de la empresa a través del Desempeño Organizacional y la Innovación Empresarial14 cited
    • 2020The Factors Affecting Supplier Relationship Management in the Food Manufacturing Small and Medium Enterprises (SMEs) in Dar es Salaam Tanzania13 cited
    • 2022The Role of Different Types of Management Information System Applications in Business Development: Concepts, and Limitations5 cited