Performance Implications of CRM Technology Use: A Multilevel Field Study of Business Customers and Their Providers in the Telecommunications Industry

Material TypeArticleLanguageEnglish
TitlePerformance Implications of CRM Technology Use: A Multilevel Field Study of Business Customers and Their Providers in the Telecommunications Industry Author(S)Alex R Zablah (Author)
Abstract  Extant research is equivocal about the organizational performance effects of customer relationship management (CRM) technology use, with some studies reporting positive effects and other studies reporting no effects at all. The present research effort posits that these mixed findings may potentially be explained by two factors: (1) CRM technology use may have different effects on different customers ...Paginationp418 - 435
SubjectManagementDescriptorsComputers Information technology
Journal TitleInformation Systems Research  
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