In this paper, we examine the impact of customer relationship management (CRM) on firm performance using a hierarchical construct model. Following the resource-based view of the firm, strategic CRM is conceptualized as an endogenously determined function of the organization’s ability to harness and orchestrate lower order capabilities that comprise physical assets, such as IT infrastructure, an...

Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company’s customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer-centric processes. Companies that successfu...

The present study explores the relationship between the e-business maturity and the perceived benefits from (Information and Communication Technologies) ICT at the firm level. We aim to debunk this relationship in terms of its strength and stability, and to explore the conditions which may influence it. Taking an economic approach, we hypothesise that the relation between e-business maturity an...

This paper explores how creative conflict is generated in an organization. Using data collected from sales departments of 206 firms in Japan, the antecedents and consequences of three types of conflict were examined. The findings suggest that (1) an innovative department tends to have more task conflict and less process conflict, (2) customer orientation has a positive effect on task conflict, ...

All companies need information in order to make decisions. There is usually too much data spread in the IT systems of the company, but transforming the data into information that can be analyzed in order to make decisions is a difficult process. Considering the demands imposed by the knowledge society, each organization strives to become an intelligent organization and, by the means of new and ...

AIMS Alcohol-related harm places a significant strain on victims, perpetrators and society. The present research reports on how licensed alcohol outlet business hours may influence the reported incidence of interpersonal violence and the associated burden of disease. METHODS We examined the relationship between alcohol outlet business hours and violent crime in 2009 in New York State (excludi...

The globalization of businesses and the germination of customer satisfaction importance induced a profound transfer from transitional to relational marketing, together with the introduction of relationship marketing concept. To surmount this transition, business process improvement is acknowledged as one of the prevailing methods to conduct changes in organizations. Concerning the achievement o...

In the “now” economy, knowledge, trust, technology, and the relationships among stakeholders are the keys to success. Although for almost eighty years, strategy literature stated that these concepts are important, we were not in a position to effectively leverage and/or effectively execute knowledge and relationship management in real time until the turn of the twenty first century. Many compan...