Purpose – The bursting of the e-bubble affected expectations with regard to mobile initiatives and willingness to invest in them very negatively. Business managers request detailed and thorough analyses prior to engaging in mobile initiatives. The paper aims to present a method, with which mobile business can be introduced to the customer relationship management (CRM) field. Design/methodology/...

a r t i c l e i n f o This chronological in-depth case study describes that, although the integration of functional resources and capabilities including information resource, analytical capability, and operational capability might influence retention process, those are not sufficient to bring the desired performances of acquiring and expanding customer relationships. Find-Equity Bank (a pseudon...

For the last years the concept of mass customization has gained broad attention within various branches of industry. Mass customization has been identified as a competitive strategy by an increasing number of companies. Accordingly theoretical, technical as well as managerial aspects have been studied aiming at a better understanding of this new paradigm. However, especially in Europe there is ...

Supplier sourcing strategies are a crucial factor driving supply chain success. In this paper, we investigate the implications of uncertain supplier reliability on a firm’s sourcing decisions in an environment with stochastic demand. In particular, we characterize specific conditions under which a firm should choose a single versus multiple supplier sourcing strategy. In an environment with bot...

The new paradigm Social Customer Relationship Management (Social CRM) deals with the integration of Social Media into CRM. Social CRM is a business strategy supported by technology platforms to provide mutually beneficial value for companies and their customers. In this context, many companies evaluate the implementation of Social CRM tools in order to achieve and analyze customer’s content on ...

Aligning information technology (IT) strategy with business strategy has been one of the top concerns of practitioners and scholars for decades. Despite the documented positive effects of strategic alignment on organizational success, only a few organizations consider themselves in alignment. Although numerous studies exist about how to accomplish IT-business alignment, empirical studies based ...

Technological advancements in mobile communications enable new ways of doing business [Feld00, 26; StGi03], often referred to as “mobile business” or “mobile commerce”. While Turowski/Pousttchi do not distinguish between the two but rather use the term “mobile commerce” [TuPo03, 3], Lehner and Zobel define “mobile business” as the application of mobile technologies to improve or extend business...

Social Customer Relationship Management (SCRM) is a new paradigm to manage and engage customers via Social Media and should be treated as a holistic business strategy. Despite convincing reference cases by scholars and practitioners, there is still skepticism and reservation towards SCRM. Scholars are applying the resource-based view and the dynamic capabilities perspective for their explorator...

Supplier development involves the customer firm's support of a deficient supplier in a channel. This research examines the relationship between supplier development, improvements and the support of the customer firm's competitive strategy with the resource-based view and the relational view as theoretical explanatory perspectives. The results show that appropriate supplier development activitie...

This paper examines the importance of tactical and strategic information sharing between supply chain partners. Through a transaction cost economics theoretical lens, we hypothesize that greater tactical and strategic information sharing volumes are associated with greater survival of supply chain relationships. We also hypothesize that a greater ratio of strategic to tactical information shari...