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Customer Relationship Management: Perspectives From The Marketplace
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Customer Relationship Management: Perspectives From The Marketplace (2002)Customer Relationship Management: Perspec…Perceived Service Quality and Customer Satisfaction: A Missing Link in Indian Banking Sector (2019)Perceived Service Quality and…Diffusion of innovation: customer relationship management adoption in supply chain organizations (2015)Diffusion of innovation: cust…Developing customised CRM projects: The role of industry norms, organisational context and customer expectations on CRM implementation (2013)Developing customised CRM pro…The Effect of Service Failure and Recovery on Airline-Passenger Relationships: A Comparison Between South African and United States Airline Passengers (2011)The Effect of Service Failure…Managing Stovepiped Organisations - A Comparison of Public and Private Organisations (2006)Managing Stovepiped Organisat…CRM software applications and business performance (2006)CRM software applications and…Using Real Options to Help Build the Business Case for CRM Investment (2005)Using Real Options to Help Bu…Building an internal marketing management calculus (2004)Building an internal marketin…Structural Equations with Latent Variables (1989)Principles and Practice of Structural Equation Modeling (1998)Diffusion of Innovations 1 (2019)Case Study Research: Design and Methods (1984)The Commitment-Trust Theory of Relationship Marketing (1994)Case Study Research (2004)Customer perception of CRM implementation in banking context (2018)An integrated framework of change management for social CRM implementation (2020)Leveraging consumer behavior research to forge new insights into B2B buyer behavior: Contextualizing extant research and developing a research agenda (2022)The loyalty effect: The hidden force behind growth, profits, and lasting value (1996)On the Profitability of Long-Life Customers in a Noncontractual Setting: An Empirical Investigation and Implications for Marketing (2000)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)When Does Retargeting Work? Information Specificity in Online Advertising (2013)Examining business value of customer relationship management systems: IT usage and two-stage model perspectives (2018)Exploring corporate strategy (1997)The balanced scorecard: Translating strategy into action (1997)Developing fully functional E-government: A four stage model (2001)Business research methods (1976)Zero defections: quality comes to services. (1990)Service Management and Marketing: A Customer Relationship Management Approach (2000)The Relationships among Involvement Level, Service Failure, Service Recovery Disconfirmation and Customer Lifetime Value (2014)Marketing Research (1970)The machine that changed the world (1992)Valuation: Measuring and managing the value of companies (1992)Serial Acquisition Options (2010)Show me the money (2015)CRM System: the Role of Dynamic Capabilities in creating Innovation Capability (2018)The scope of internal marketing: Defining the boundary between marketing and human resource management (1993)Selling the brand inside. (2002)Internal marketing issues and challenges (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Services Marketing: Integrating Customer Focus Across the Firm (1996)A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector (2022)The effect of mobile-wallet service dimensions on customer satisfaction and loyalty: An empirical study (2023)The impact of technology service quality on Bangladeshi banking consumers' satisfaction during the pandemic situation: Green development and innovation perspective in banking service (2023)
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  • 2006CRM software applications and business performance65 cited
  • 2019Perceived Service Quality and Customer Satisfaction: A Missing Link in Indian Banking Sector49 cited
  • 2013Developing customised CRM projects: The role of industry norms, organisational context and customer expectations on CRM implementation48 cited
  • 2005Using Real Options to Help Build the Business Case for CRM Investment31 cited
  • 2004Building an internal marketing management calculus28 cited
  • 2011The Effect of Service Failure and Recovery on Airline-Passenger Relationships: A Comparison Between South African and United States Airline Passengers23 cited
  • 2015Diffusion of innovation: customer relationship management adoption in supply chain organizations9 cited
  • 2006Managing Stovepiped Organisations - A Comparison of Public and Private Organisations5 cited

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