Customer relationship management : a qualitative cross-case analysis in the UK and Saudi Arabia

[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..