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

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  1. Hossain, Md Afnan & Akter, Shahriar & Yanamandram, Venkata, 2021. "Why doesn't our value creation payoff: Unpacking customer analytics-driven value creation capability to sustain competitive advantage," Journal of Business Research, Elsevier, vol. 131(C), pages 287-296.
  2. Angulo-Ruiz, Fernando & Donthu, Naveen & Prior, Diego & Rialp, Josep, 2018. "How does marketing capability impact abnormal stock returns? The mediating role of growth," Journal of Business Research, Elsevier, vol. 82(C), pages 19-30.
  3. Bachrach, Daniel G. & Mullins, Ryan, 2019. "A dual-process contingency model of leadership, transactive memory systems and team performance," Journal of Business Research, Elsevier, vol. 96(C), pages 297-308.
  4. Thai, Mai Thi Thanh & Turkina, Ekaterina, 2014. "Macro-level determinants of formal entrepreneurship versus informal entrepreneurship," Journal of Business Venturing, Elsevier, vol. 29(4), pages 490-510.
  5. Kankam-Kwarteng, Collins & Sarpong, Appiah & Amofah, Ofosu & Acheampong, Stephen, 2021. "Marketing performance of service firms: Recognizing market sensing capability and customer interaction orientation," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 7, pages 8-48.
  6. Luo, Nuan & Zhang, Mingli & Hu, Mu & Wang, Yu, 2016. "How community interactions contribute to harmonious community relationships and customers’ identification in online brand community," International Journal of Information Management, Elsevier, vol. 36(5), pages 673-685.
  7. Xin Zhao, 2022. "Customer Orientation: A Literature Review Based on Bibliometric Analysis," SAGE Open, , vol. 12(1), pages 21582440221, February.
  8. Dentoni, Domenico & English, Francis & Schwarz, Daniela, 2014. "The Impact of Public R&D on Marketing and Supply Chains on Small Farms’ Market Sensing Capability: Evidence from the Australian Seafood Industry," International Food and Agribusiness Management Review, International Food and Agribusiness Management Association, vol. 17(1), pages 1-22, February.
  9. Neda Baniasadi & Davoud Samari & Seyyed Jamal Farajollah Hosseini & Maryam Omidi Najafabadi, 2021. "Strategic study of total innovation management and its relationship with marketing capabilities in palm conversion and complementary industries," Journal of Innovation and Entrepreneurship, Springer, vol. 10(1), pages 1-14, December.
  10. Perez-Vega, Rodrigo & Hopkinson, Paul & Singhal, Aishwarya & Mariani, Marcello M., 2022. "From CRM to social CRM: A bibliometric review and research agenda for consumer research," Journal of Business Research, Elsevier, vol. 151(C), pages 1-16.
  11. Hunter, Gary K., 2019. "On conceptualizing, measuring, and managing augmented technology use in business-to-business sales contexts," Journal of Business Research, Elsevier, vol. 105(C), pages 201-213.
  12. Collins Kankam-Kwarteng & Appiah Sarpong & Ofosu Amofah & Stephen Acheampong, 2021. "Marketing performance of service firms: Recognizing market sensing capability and customer interaction orientation," Post-Print hal-03376959, HAL.
  13. Wang, Zhan & Kim, Hyun Gon, 2017. "Can Social Media Marketing Improve Customer Relationship Capabilities and Firm Performance? Dynamic Capability Perspective," Journal of Interactive Marketing, Elsevier, vol. 39(C), pages 15-26.
  14. Dalla Pozza, Ilaria & Goetz, Oliver & Sahut, Jean Michel, 2018. "Implementation effects in the relationship between CRM and its performance," Journal of Business Research, Elsevier, vol. 89(C), pages 391-403.
  15. Ringle, Christian M. & Sarstedt, Marko & Schlittgen, Rainer & Taylor, Charles R., 2013. "PLS path modeling and evolutionary segmentation," Journal of Business Research, Elsevier, vol. 66(9), pages 1318-1324.
  16. Trainor, Kevin J. & Andzulis, James (Mick) & Rapp, Adam & Agnihotri, Raj, 2014. "Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM," Journal of Business Research, Elsevier, vol. 67(6), pages 1201-1208.
  17. Hussein A. Al-Homery & Azizah Ahmad & Hasbullah AsharaiS, 2019. "The Core Components and Types of CRM," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 7(1), pages :121-145, March.
  18. Anetta Pukas, 2022. "Zasoby technologiczne jako krytyczne czynniki sukcesu zarządzania relacjami z klientem (CRM) we współczesnym przedsiębiorstwie," Nowoczesne Systemy Zarządzania. Modern Management Systems, Military University of Technology, Faculty of Security, Logistics and Management, Institute of Organization and Management, issue 1, pages 25-36.
  19. Sander F. M. Beckers & Jenny Doorn & Peter C. Verhoef, 2018. "Good, better, engaged? The effect of company-initiated customer engagement behavior on shareholder value," Journal of the Academy of Marketing Science, Springer, vol. 46(3), pages 366-383, May.
  20. Hyun Gon Kim & Zhan Wang, 2019. "Defining and measuring social customer-relationship management (CRM) capabilities," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(1), pages 40-50, March.
  21. Rapp, Adam & Beitelspacher, Lauren Skinner & Schillewaert, Niels & Baker, Thomas L., 2012. "The differing effects of technology on inside vs. outside sales forces to facilitate enhanced customer orientation and interfunctional coordination," Journal of Business Research, Elsevier, vol. 65(7), pages 929-936.
  22. Carlos Lamela-Orcasitas & Jesús García-Madariaga, 2023. "How to really quantify the economic value of customer information in corporate databases," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-13, December.
  23. Paniagua, Jordi & Sapena, Juan, 2014. "Business performance and social media: Love or hate?," Business Horizons, Elsevier, vol. 57(6), pages 719-728.
  24. Ballestar, María Teresa & Grau-Carles, Pilar & Sainz, Jorge, 2018. "Customer segmentation in e-commerce: Applications to the cashback business model," Journal of Business Research, Elsevier, vol. 88(C), pages 407-414.
  25. Jordi Paniagua & Marta Peris-Ortiz & Pawel Korzynski, 2020. "Talent Goes Social: Online Corporate Networking and Business Performance," Sustainability, MDPI, vol. 12(20), pages 1-13, October.
  26. Basim Abbas Kraidy Jassmy & Zaki Muhammad Abbas Bhaya & Zaid Yaseen Saud Al-Dulaimi, 2016. "Customer Orientation and Organizational Performance in Iraqi Private Banks," International Conference on Marketing and Business Development Journal, The Bucharest University of Economic Studies, vol. 2(1), pages 219-225, July.
  27. Foltean, Florin Sabin & Trif, Simona Mihaela & Tuleu, Daniela Liliana, 2019. "Customer relationship management capabilities and social media technology use: Consequences on firm performance," Journal of Business Research, Elsevier, vol. 104(C), pages 563-575.
  28. Mirkó Gáti & Ariel Mitev & András Bauer, 2018. "Investigating the Impact of Salespersons’ Use of Technology and Social Media on Their Customer Relationship Performance in B2B Settings," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(2), pages 165-176.
  29. Trif Simona-Mihaela & Duțu Cristian & Tuleu Daniela-Liliana, 2019. "Linking CRM capabilities to business performance: a comparison within markets and between products," Management & Marketing, Sciendo, vol. 14(3), pages 292-303, September.
  30. Cristiane Drebes Pedron & Winnie Ng Picoto & Miguel Colaco & Cintia Cristina Araújo, 2018. "CRM System: the Role of Dynamic Capabilities in creating Innovation Capability," Brazilian Business Review, Fucape Business School, vol. 15(5), pages 494-511, September.
  31. Locander, Jennifer A. & White, Allyn & Newman, Christopher L., 2020. "Customer responses to frontline employee complaining in retail service environments: The role of perceived impropriety," Journal of Business Research, Elsevier, vol. 107(C), pages 315-323.
  32. Wu, Chih-Wen, 2015. "Antecedents of franchise strategy and performance," Journal of Business Research, Elsevier, vol. 68(7), pages 1581-1588.
  33. Ferrer-Lorenzo, Juan Ramón & Abella-Garcés, Silvia & Maza-Rubio, Teresa, 2018. "Competitive advantage differences between firms belonging to a business group and independent companies in the Spanish wine industry," Economia Agraria y Recursos Naturales, Spanish Association of Agricultural Economists, vol. 17(02), January.
  34. Smirnova, Maria M. & Rebiazina, Vera A. & Frösén, Johanna, 2018. "Customer orientation as a multidimensional construct: Evidence from the Russian markets," Journal of Business Research, Elsevier, vol. 86(C), pages 457-467.
  35. Takata, Hidesuke, 2016. "Effects of industry forces, market orientation, and marketing capabilities on business performance: An empirical analysis of Japanese manufacturers from 2009 to 2011," Journal of Business Research, Elsevier, vol. 69(12), pages 5611-5619.
  36. Ya-Jun Cai & Yingjia Wang & Juzhi Zhang, 2020. "Enhancing e-platform business by customer service systems: a multi-methodological case study on Ali Wangwang instant message’s impacts on TaoBao," Annals of Operations Research, Springer, vol. 291(1), pages 59-81, August.
  37. Jaffar Abbas & Shahid Mahmood & Hashim Ali & Muhammad Ali Raza & Ghaffar Ali & Jaffar Aman & Shaher Bano & Mohammad Nurunnabi, 2019. "The Effects of Corporate Social Responsibility Practices and Environmental Factors through a Moderating Role of Social Media Marketing on Sustainable Performance of Business Firms," Sustainability, MDPI, vol. 11(12), pages 1-33, June.
  38. Alice Mazzucchelli & Roberto Chierici & Barbara Del Bosco & Francesca Ceruti, 2019. "Does the use of social media affect customer relationship performance? Evidences from Italy," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2019(1), pages 55-74.
  39. Chuang, Shu-Hui & Lin, Hong-Nan, 2013. "The roles of infrastructure capability and customer orientation in enhancing customer-information quality in CRM systems: Empirical evidence from Taiwan," International Journal of Information Management, Elsevier, vol. 33(2), pages 271-281.
  40. Roberts, Nicholas & Grover, Varun, 2012. "Investigating firm's customer agility and firm performance: The importance of aligning sense and respond capabilities," Journal of Business Research, Elsevier, vol. 65(5), pages 579-585.
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