Performance implications of customer-linking capabilities: Examining the complementary role of customer orientation and CRM technology

This study examines how technology and complementary resources are bundled to form capabilities that foster durable customer relationships. Drawing from the literature in marketing, strategic management, and information systems, the first outcome is a theoretically grounded conceptualization of CRM...

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Bibliographic Details
Published in:Journal of business research 2010-11, Vol.63 (11), p.1229-1236
Main Authors: Rapp, Adam, Trainor, Kevin J., Agnihotri, Raj
Format: Article
Language:English
Subjects:
Beziehungsmarketing
Concept formation
Cross-sectional studies
Customer orientation
Customer relationship management
Customer relationship management Customer orientation Information technology Marketing capabilities
Customer service
Human resources
Information systems
Information technology
Informationstechnik
Kundenzufriedenheit
Loyalty
Marketing
Marketing capabilities
Modelling
Performance-Management
Strategic management
Studies
Technology
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