Implementing and using CRM to handle business Relationships: intra- and inter-organizational effects in an Italian company

Implementing and using CRM to handle business Relationships: intra- and inter-organizational effects in an Italian company

[1]  C. Fornell,et al.  Why Do Customer Relationship Management Applications Affect Customer Satisfaction? , 2005 .

[2]  E. Penrose The theory of the growth of the firm twenty-five years after , 1960 .

[3]  A. Payne,et al.  A Strategic Framework for Customer Relationship Management , 2005 .

[4]  John A. Schibrowsky,et al.  Understanding the Antecedents to the Adoption of CRM Technology by Small Retailers , 2009 .

[5]  David Gefen,et al.  Implementation Team Responsiveness and User Evaluation of Customer Relationship Management: A Quasi-Experimental Design Study of Social Exchange Theory , 2002, J. Manag. Inf. Syst..

[6]  Alexandra Waluszewski,et al.  Knowledge and innovation in business and industry : the importance of using others , 2007 .

[7]  Tasadduq A. Shervani,et al.  Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing , 1999 .

[8]  Meryl Davids,et al.  HOW TO AVOID THE 10 BIGGEST MISTAKES IN CRM , 1999 .

[9]  D. Ford The Development of Buyer‐Seller Relationships in Industrial Markets , 1980 .

[10]  Gian Luca Gregori,et al.  Network evolution and the embedding of complex technical solutions: The case of the Leaf House network , 2011 .

[11]  H. Håkansson,et al.  Developing relationships in business networks , 1995 .

[12]  Alexandra Waluszewski,et al.  Information technology at IKEA: an "open sesame" solution or just another type of facility? , 2005 .

[13]  Enrico Baraldi,et al.  Resource interaction in inter-organizational networks: Foundations, comparison, and a research agenda , 2012 .

[14]  Christopher Bull,et al.  Strategic issues in customer relationship management (CRM) implementation , 2003, Bus. Process. Manag. J..

[15]  David C. Yen,et al.  Customer relationship management (CRM) in business-to-business (B2B) e-commerce , 2003, Inf. Manag. Comput. Secur..

[16]  Alexandra Waluszewski,et al.  Managing Technological Development , 2002 .

[17]  Sylwia Męcfal Recenzja książki. Robert K. yin, Case Study Research. Design and Methods (fourth Edition), thousand Oaks, CA: Sage Publications, 2009 , 2012 .

[18]  Todd J. Arnold,et al.  A Compendium of Sales-Related Literature in Customer Relationship Management: Processes and Technologies with Managerial Implications , 2005 .

[19]  Subhash Sharma,et al.  The Role of Relational Information Processes and Technology Use in Customer Relationship Management , 2005 .

[20]  D. Leonard-Barton,et al.  Implementation as mutual adaptation of technology and organization , 1988 .

[21]  S. Hunt,et al.  The Commitment-Trust Theory of Relationship Marketing , 1994 .

[22]  W. Orlikowski,et al.  Information Technology and Changes in Organizational Work , 1996, IFIP Advances in Information and Communication Technology.

[23]  L. Ryals Making Customer Relationship Management Work: The Measurement and Profitable Management of Customer Relationships , 2005 .

[24]  Rashi Glazer Strategy and Structure in Information-Intensive Markets: The Relationship Between Marketing and IT , 1997 .

[25]  Mary E. Shoemaker A Framework for Examining IT-Enabled Market Relationships , 2001 .

[26]  Reza Barkhi,et al.  The strategic management of information technology in UAE hotels: An exploratory study of TQM, SCM, and CRM implementations , 2009 .

[27]  B. J. Berkley,et al.  Improving service quality with information technology , 1994 .

[28]  Enrico Baraldi,et al.  The quantitative journey in a qualitative landscape: developing a data collection model and a quantitative methodology in business network studies , 2001 .

[29]  Injazz J. Chen,et al.  Understanding customer relationship management (CRM): People, process and technology , 2003, Bus. Process. Manag. J..

[30]  Enrico Baraldi,et al.  USER-RELATED COMPLEXITY DIMENSIONS OF COMPLEX PRODUCTS AND SYSTEMS (CoPS): A CASE OF IMPLEMENTING AN ERP SYSTEM , 2009 .

[31]  M. Saren,et al.  Integrating Information Technology into Marketing Practice – The IT Reality of Contemporary Marketing Practice , 2002 .

[32]  Peter C. Verhoef,et al.  AN APPLICATION IN THE INSURANCE INDUSTRY , 2001 .

[33]  Malena Ingemansson Success as Science but Burden for Business? : On the difficult relationship between scientific advancement and innovation , 2010 .

[34]  R. Yin Case Study Research: Design and Methods , 1984 .

[35]  Angela Lin,et al.  Mission Critical: Realizing the Promise of Enterprise Systems , 2001 .

[36]  Joost Wouters,et al.  A relationship-management assessment tool: questioning, identifying, and prioritizing critical aspects of customer relationships , 2006 .

[37]  J. Hedman,et al.  IT and Business Models: Concepts and Theories , 2002 .

[38]  E. Chaika,et al.  Review of Making Sense of It, Steven Zemelman , 1981 .

[39]  Enrico Baraldi,et al.  The challenges in digitalising business relationships. The construction of an IT infrastructure for a textile-related business network , 2006 .

[40]  Alexandra J. Campbell Creating customer knowledge competence: managing customer relationship management programs strategically , 2003 .

[41]  I. Snehota,et al.  Assembling resources when forming a new business , 2012 .

[42]  Ranjit Bose,et al.  Customer relationship management: key components for IT success , 2002, Ind. Manag. Data Syst..

[43]  Christian Homburg,et al.  Fundamental changes in marketing organization: The movement toward a customer-focused organizational structure , 2000 .

[44]  Darrell K. Rigby,et al.  Avoid the four perils of CRM. , 2002, Harvard business review.

[45]  David T. Wilson,et al.  Managing Business Relationships , 1998 .

[46]  Deborah Compeau,et al.  Intentions to Use Information Technologies: An Integrative Model , 2006, J. Organ. End User Comput..

[47]  N. Panagopoulos,et al.  Intraorganizational information and communication technology diffusion: Implications for industrial sellers and buyers , 2007 .

[48]  W. Johnston,et al.  An Evaluation of Divergent Perspectives on Customer Relationship Management: Towards a Common Understanding of an Emerging Phenomenon , 2004 .

[49]  Zahir Irani,et al.  Organisational, technical and data quality factors in CRM adoption — SMEs perspective , 2011 .