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Determinants of Mobile Customer Relationship Management Adoption and Its Impact on Firm Performance in Kenya
16 references·1 citing·51 second hopsampled
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References

  • 2005Post-Adoption Variations in Usage and Value of E-Business by Organizations: Cross-Country Evidence from the Retail Industry1,774 cited
  • 1999An Integrated Model of Information Systems Adoption in Small Businesses1,759 cited
  • 2011Literature Review of Information Technology Adoption Models at Firm Level1,341 cited
  • 2015Innovation and firm growth: Does firm age play a role?918 cited
  • 2013Towards a Better Measure of Customer Experience695 cited
  • 2018Customer engagement behaviours in social media: capturing innovation opportunities411 cited
  • 2019Impact of information technology innovation on firm performance in Kenya380 cited
  • 2017Can Mobile Money Help Firms Mitigate the Problem of Access to Finance in Eastern sub-Saharan Africa?254 cited
  • 2020Managing the sales force through the unexpected exogenous COVID-19 crisis254 cited
  • 2017A Cashless Society for All: Determining Consumers’ Readiness to Adopt Mobile Payment Services211 cited
  • 2011The Ultimate Question 2.0 : How Net Promoter Companies Thrive in a Customer-Driven World137 cited
  • 2013The adoption of customer relationship management (CRM) technology in SMEs122 cited
  • 2014Crm/Social Media Technology: Impact on Customer Orientation Process and Organizational Sales Performance121 cited
  • 2016Managing innovation under competitive pressure from informal producers

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107 cited
  • 2014Paving the way for CRM success: The mediating role of knowledge management and organizational commitment104 cited
  • 2005Mobile banking: A powerful new marketing and CRM tool for financial services companies all over Europe100 cited
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    • 2025The mediating role of green business strategy for the relationship between environmental and marketing performance in SMEs5 cited