customer relationship management (crm) and knowledge management (km) have become especial and strategic keys in the current competitive environment for all companies.  the critical role of km as the main determinant of the success of crm has been the focal point of the previous researches; the present paper aimed at studying the impact of different km factors- such as customer knowledge (ck), s...

Purpose – This study seeks to extend the resource-based view to the context of customer relationship management. It is intended to develop a measurement model of customer relationship management (CRM) capabilities, and to explore the key antecedents and performance consequences of CRM capabilities. Design/methodology/approach – Questionnaire survey was used to collect data. In order to develop ...

Improvement in supply chain performance is one of the major issues in the current world. Lack of coordination in the supply chain is the main drawback of supply chain that many researchers have proposed different methodologies to overcome it. VMI (Vendor-managed inventory) is one of these methodologies that implementing it has some obstacles. This paper proposes new model that is agent-managed ...

In many firms, incentivized salespeople with private information about their customers are responsible for customer relationship management (CRM). Private information can help the firm by increasing sales efficiency, but it can also hurt the firm if salespeople use it to maximize own compensation at the expense of the firm. Specifically, we consider two negative outcomes due to private informat...

We consider the optimization of queueing systems with service rates depending on system states. The optimization criterion is the long-run customer-average performance, which is an important performance metric, different from the traditional time-average performance. We first establish, with perturbation analysis, a difference equation of the customer-average performance in closed networks with...