The customer relationship management process: its measurement and impact on performance

By Naser Azad, F. Ahmadi. 2015

611 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/cd6958feb08711890444ce23fdd1f3b7c9acc69b

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In Organizational Behavior and Human Resource Management

Citations in the corpus

Which Competitive Advantage(s)? Competitive Advantage–Market Performance Relationships in International Markets (2017, result): “…are broadly in line with the extant literature, which reports mixed results on the role of slack (here, available capacity) on performance (Tan and Peng 2003; Tseng et al. 2007) and overall positive effects of customer relationships on performance (Palmatier 2008; Reinartz, Krafft, and Hoyer 2004).”
Depth and breadth of external knowledge search and performance: The mediating role of absorptive capacity (2015, background): “Please state your firm performance compared to that of your competitors with regard to the following items Item Literature source Customer loyalty Jaworski and Kohli (1993), Reinartz et al. (2004) Sales growth Profitability Return on investment”
Value co-creation: concept and measurement (2014, background): “Such an approach is suggested only to identify formative models, which are underidentified, and need to be either placed in a bigger overall model, or be related with at least two reflective measures (e.g., Bollen 1989; Diamantopoulos and Winklhofer 2001; Jarvis et al. 2003; Reinartz et al. 2004).”
Marketing capability, organizational adaptation and new product development performance☆ (2015, background): “First, customer-based structure enables employees to be able to better identify trends, unique needs and common problems of customers (Reinartz et al., 2004), which then enable them to better interpret and predict customer behaviors and satisfy customer needs better by designing and developing…”
Assessing the Impact of Customer Concentration on Initial Public Offering and Balance Sheet–Based Outcomes (2017, background): “Customer acquisition and management has been a topic of significant research in marketing, yet this stream of research has largely focused on the strength of the individual supplier– customer relationship (Palmatier et al. 2006; Reinartz, Krafft, and Hoyer 2004; Reinartz and Kumar 2000; Ryals 2005).”
The Effect of a Data Breach Announcement on Customer Behavior: Evidence from a Multichannel Retailer (2018, background): “Finally, as many studies in the area of customer relationship management have extolled the benefits of deep customer relationships (Reinartz, Krafft, and Hoyer 2004; Reinartz and Kumar 2003), our study demonstrates that customers with a stronger retailer patronage are more forgiving and exhibit…”