IDEAS home Printed from https://ideas.repec.org/a/kap/mktlet/v21y2010i4p365-383.html
   My bibliography  Save this article

Putting market-facing technology to work: Organizational drivers of CRM performance

Author

Listed:
  • Amit Saini
  • Rajdeep Grewal
  • Jean Johnson

Abstract

No abstract is available for this item.

Suggested Citation

  • Amit Saini & Rajdeep Grewal & Jean Johnson, 2010. "Putting market-facing technology to work: Organizational drivers of CRM performance," Marketing Letters, Springer, vol. 21(4), pages 365-383, December.
    • Handle: RePEc:kap:mktlet:v:21:y:2010:i:4:p:365-383
    DOI: 10.1007/s11002-009-9096-z
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1007/s11002-009-9096-z
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s11002-009-9096-z?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Hausman, Jerry, 2015. "Specification tests in econometrics," Applied Econometrics, Russian Presidential Academy of National Economy and Public Administration (RANEPA), vol. 38(2), pages 112-134.
    2. Robert G. Fichman & Chris F. Kemerer, 1999. "The Illusory Diffusion of Innovation: An Examination of Assimilation Gaps," Information Systems Research, INFORMS, vol. 10(3), pages 255-275, September.
    3. Paul Attewell, 1992. "Technology Diffusion and Organizational Learning: The Case of Business Computing," Organization Science, INFORMS, vol. 3(1), pages 1-19, February.
    4. James Y. L. Thong & Chee-Sing Yap & K. S. Raman, 1996. "Top Management Support, External Expertise and Information Systems Implementation in Small Businesses," Information Systems Research, INFORMS, vol. 7(2), pages 248-267, June.
    5. Robert G. Fichman & Chris F. Kemerer, 1997. "The Assimilation of Software Process Innovations: An Organizational Learning Perspective," Management Science, INFORMS, vol. 43(10), pages 1345-1363, October.
    6. Robert Jacobson, 1990. "Unobservable Effects and Business Performance," Marketing Science, INFORMS, vol. 9(1), pages 74-85.
    7. Randolph B. Cooper & Robert W. Zmud, 1990. "Information Technology Implementation Research: A Technological Diffusion Approach," Management Science, INFORMS, vol. 36(2), pages 123-139, February.
    8. Russell L. Purvis & V. Sambamurthy & Robert W. Zmud, 2001. "The Assimilation of Knowledge Platforms in Organizations: An Empirical Investigation," Organization Science, INFORMS, vol. 12(2), pages 117-135, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Dubey, Vivek K. & Matthes, Joseph M. & Saini, Amit, 2023. "Impact of socioeconomic values collaboration on performance in franchising," Journal of Business Research, Elsevier, vol. 162(C).
    2. Óscar González-Benito & Wander Trindade Venturini & Javier González-Benito, 2017. "CRM Technology: Implementation Project and Consulting Services as Determinants of Success," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 16(02), pages 421-441, March.
    3. Dana E. Harrison & Haya Ajjan, 2019. "Customer relationship management technology: bridging the gap between marketing education and practice," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(4), pages 205-219, December.
    4. Jiwon Yang & Jay Hyuk Rhee, 2020. "CSR disclosure against boycotts: evidence from Korea," Asian Business & Management, Palgrave Macmillan, vol. 19(3), pages 311-343, July.
    5. Deszczyński, Bartosz & Beręsewicz, Maciej, 2021. "The maturity of relationship management and firm performance – A step toward relationship management middle-range theory," Journal of Business Research, Elsevier, vol. 135(C), pages 358-372.
    6. Robert M. Peterson & Avinash Malshe & Scott B. Friend & Howard Dover, 2021. "Sales enablement: conceptualizing and developing a dynamic capability," Journal of the Academy of Marketing Science, Springer, vol. 49(3), pages 542-565, May.
    7. Sheth, Jagdish N. & Parvatiyar, Atul & Sinha, Mona, 2012. "The conceptual foundations of relationship marketing: Review and synthesis," economic sociology. perspectives and conversations, Max Planck Institute for the Study of Societies, vol. 13(3), pages 4-26.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Robert G. Fichman, 2004. "Real Options and IT Platform Adoption: Implications for Theory and Practice," Information Systems Research, INFORMS, vol. 15(2), pages 132-154, June.
    2. Abhay Nath Mishra & Ritu Agarwal, 2010. "Technological Frames, Organizational Capabilities, and IT Use: An Empirical Investigation of Electronic Procurement," Information Systems Research, INFORMS, vol. 21(2), pages 249-270, June.
    3. Johnson, Devon S., 2008. "Beyond trial: Consumer assimilation of electronic channels," Journal of Interactive Marketing, Elsevier, vol. 22(2), pages 28-44.
    4. Sharath Sasidharan & Radhika Santhanam & Daniel J. Brass & Vallabh Sambamurthy, 2012. "The Effects of Social Network Structure on Enterprise Systems Success: A Longitudinal Multilevel Analysis," Information Systems Research, INFORMS, vol. 23(3-part-1), pages 658-678, September.
    5. Carol Hsu & Jae-Nam Lee & Detmar W. Straub, 2012. "Institutional Influences on Information Systems Security Innovations," Information Systems Research, INFORMS, vol. 23(3-part-2), pages 918-939, September.
    6. Ramnath K. Chellappa & V. Sambamurthy & Nilesh Saraf, 2010. "Competing in Crowded Markets: Multimarket Contact and the Nature of Competition in the Enterprise Systems Software Industry," Information Systems Research, INFORMS, vol. 21(3), pages 614-630, September.
    7. Jane Fedorowicz & Janis L. Gogan, 2010. "Reinvention of interorganizational systems: A case analysis of the diffusion of a bio-terror surveillance system," Information Systems Frontiers, Springer, vol. 12(1), pages 81-95, March.
    8. Haijing Hao & Rema Padman & Baohong Sun & Rahul Telang, 2018. "Quantifying the Impact of Social Influence on the Information Technology Implementation Process by Physicians: A Hierarchical Bayesian Learning Approach," Information Systems Research, INFORMS, vol. 29(1), pages 25-41, March.
    9. Hillol Bala & Viswanath Venkatesh, 2007. "Assimilation of Interorganizational Business Process Standards," Information Systems Research, INFORMS, vol. 18(3), pages 340-362, September.
    10. Dong, Shutao, 2012. "Decision execution mechanisms of IT governance: The CRM case," International Journal of Information Management, Elsevier, vol. 32(2), pages 147-157.
    11. Kevin Zhu & Kenneth L. Kraemer & Sean Xu, 2006. "The Process of Innovation Assimilation by Firms in Different Countries: A Technology Diffusion Perspective on E-Business," Management Science, INFORMS, vol. 52(10), pages 1557-1576, October.
    12. V. S. Prakash Attili & Saji K. Mathew & Vijayan Sugumaran, 2022. "Information Privacy Assimilation in IT Organizations," Information Systems Frontiers, Springer, vol. 24(5), pages 1497-1513, October.
    13. Nelson, Matthew L. & Shaw, Michael J., 2005. "Interorganizational System Standards Diffusion: The Role of Industry-Based Standards Development Organizations," Working Papers 05-0126, University of Illinois at Urbana-Champaign, College of Business.
    14. Abhay Nath Mishra & Prabhudev Konana & Anitesh Barua, 2007. "Antecedents and Consequences of Internet Use in Procurement: An Empirical Investigation of U.S. Manufacturing Firms," Information Systems Research, INFORMS, vol. 18(1), pages 103-120, March.
    15. Corey M. Angst & Ritu Agarwal & V. Sambamurthy & Ken Kelley, 2010. "Social Contagion and Information Technology Diffusion: The Adoption of Electronic Medical Records in U.S. Hospitals," Management Science, INFORMS, vol. 56(8), pages 1219-1241, August.
    16. Russell L. Purvis & V. Sambamurthy & Robert W. Zmud, 2001. "The Assimilation of Knowledge Platforms in Organizations: An Empirical Investigation," Organization Science, INFORMS, vol. 12(2), pages 117-135, April.
    17. Peng, Zeyu & Sun, Yongqiang & Guo, Xitong, 2018. "Antecedents of employees’ extended use of enterprise systems: An integrative view of person, environment, and technology," International Journal of Information Management, Elsevier, vol. 39(C), pages 104-120.
    18. Narasimhaiah Gorla & Ananth Chiravuri & Ravi Chinta, 0. "Business-to-business e-commerce adoption: An empirical investigation of business factors," Information Systems Frontiers, Springer, vol. 0, pages 1-23.
    19. Narasimhaiah Gorla & Ananth Chiravuri & Ravi Chinta, 2017. "Business-to-business e-commerce adoption: An empirical investigation of business factors," Information Systems Frontiers, Springer, vol. 19(3), pages 645-667, June.
    20. Kishor Vaidya & John Campbell, 2016. "Multidisciplinary approach to defining public e-procurement and evaluating its impact on procurement efficiency," Information Systems Frontiers, Springer, vol. 18(2), pages 333-348, April.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:kap:mktlet:v:21:y:2010:i:4:p:365-383. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.