Customer relationship management : a qualitative cross-case analysis in the UK and Saudi Arabia
暂无分享,去创建一个
[1] A. Money,et al. Senior managers' views on quality: a strategic perspective , 1994 .
[2] Injazz J. Chen,et al. Understanding customer relationship management (CRM): People, process and technology , 2003, Bus. Process. Manag. J..
[3] W. Edwards Deming,et al. Out of the Crisis , 1982 .
[4] Kenneth L. Kraemer,et al. Information technology and economic performance , 2003, ACM Comput. Surv..
[5] Jerry Fjermestad,et al. Electronic Customer Relationship Management , 2006 .
[6] J. Gill,et al. Research Methods For Managers , 1991 .
[7] Euiho Suh,et al. A model for evaluating the effectiveness of CRM using the balanced scorecard , 2003 .
[8] M. Shutler,et al. Service with a smile -- The public face of public sector industries , 1990 .
[9] Binshan Lin,et al. Development of Web‐based knowledge management systems , 2002 .
[10] C. Chiu,et al. Toward a Paradigm Shift: From Cross-Cultural Differences in Social Cognition to Social-Cognitive Mediation of Cultural Differences , 2001 .
[11] M. J. Wolf,et al. Relationship marketing: positioning for the future. , 1990, The Journal of business strategy.
[12] Robert Folger,et al. Unfairness and resistance to change: hardship as mistreatment , 1999 .
[13] John W. Creswell,et al. Research Design: Qualitative, Quantitative, and Mixed Methods Approaches , 2010 .
[14] Injazz J. Chen,et al. Planning for ERP systems: analysis and future trend , 2001, Bus. Process. Manag. J..
[15] R. Bagozzi. Reflections on relationship marketing in consumer markets , 1995 .
[16] L. Giunipero,et al. Purchasing practices in Saudi Arabia – an exploratory analysis , 2001 .
[17] Majed A. Al-Mashari,et al. The effective application of SAP R/3: a proposed model of best practice , 2000 .
[18] Blake Ives,et al. Executive Involvement and Participation in the Management of Information Technology , 1991, MIS Q..
[19] Lutz Kolbe,et al. Knowledge-enabled customer relationship management: integrating customer relationship management and knowledge management concepts[1] , 2003, J. Knowl. Manag..
[20] Adrienne Curry,et al. Evaluating CRM to contribute to TQM improvement – a cross‐case comparison , 2004 .
[21] Lutz Kolbe,et al. Improving performance of customer-processes with knowledge management , 2005, Bus. Process. Manag. J..
[22] S. Simmons,et al. A case for Case Study , 1992 .
[23] A. Ghobadian,et al. Service Quality: Concepts and Models , 1994 .
[24] Frédéric Thiesse,et al. Knowledge Enabled Customer Relationship Management , 2001 .
[25] Meryl Davids,et al. HOW TO AVOID THE 10 BIGGEST MISTAKES IN CRM , 1999 .
[26] Leon Coetsee,et al. From Resistance to Commitment , 1999 .
[27] Joseph P. Cannon,et al. Buyer–Seller Relationships in Business Markets , 1999 .
[28] Karl M. Wiig,et al. Knowledge Management: An Introduction and Perspective , 1997, J. Knowl. Manag..
[29] L. Berry. Relationship marketing of services—growing interest, emerging perspectives , 1995 .
[30] Amrik S. Sohal,et al. Individual Involvement and Intervention in Quality Improvement Programmes: Using the Andon System , 1991 .
[31] R. B. Woodruff,et al. Exploring the Phenomenon of Customers' Desired Value Change in a Business-to-Business Context , 2002 .
[32] D. B. Bromley,et al. Academic contributions to psychological counselling. 1. A philosophy of science for the study of individual cases , 1990 .
[33] E. Gummesson. Practical value of adequate marketing management theory , 2002 .
[34] F. Dwyer,et al. Developing Buyer-Seller Relationships: , 1987 .
[35] Bonnie Kaplan,et al. Qualitative Research Methods for Evaluating Computer Information Systems , 2005 .
[36] Julian Johnson,et al. Making CRM Technology Work , 2004 .
[37] Emin Babakus,et al. An empirical assessment of the SERVQUAL scale , 1992 .
[38] Barbara D. Klein,et al. User evaluations of IS as surrogates for objective performance , 2000, Inf. Manag..