crm studies article

References: Ahearne, M., Jelinek, R., & Rapp, A. (2005). Moving beyond the direct effect of SFA adoption on salesperson performance: training and support Anderson, P. F. (1982). Marketing, strategic planning and the theory of the firm. Bard, W., Harrington, J., Kinikin, E., & Ragsdale, J. (2005). Evaluation of top enterprise CRM software vendors across 177 criteria Berger, P. D., & Nasr, N. I. (1998, Winter). Customer lifetime value: Marketing models and applications Bickert, J. (1992, May). The database revolution. Target Marketing, 14−18. Blattberg, R., & Deighton, J. (1996, July–August). Manage marketing by the customer equity test Blattberg, R., Getz, G., & Thomas, J. S. (2001). Customer equity: Building and managing relationships as valuable assets Bolton, R., Lemon, K., & Verhoef, P. C. (2004). The theoretical underpinnings of customer asset management: A framework and propositions for future Chatham, B. (2002). CRM 's future: Humble growth through 2007. Cambridge, MA: Forrester Research, Inc. Chen, J., & Ching, R. K. H. (2004). An empirical study of the relationship of IT intensity and organizational absorptive capacity on CRM performance. Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM): People, process, and technology Crosby, L. A., Evans, K. R., & Cowles, D. (1990, July). Relationship quality in services selling: An interpersonal influence perspective Croteau, A., & Li, P. (2003). Critical success factors of CRM technological initiatives Dwyer, R. R., Schurr, P. H., & Oh, S. (1987, April). Developing buyer–seller relations Eggert, A., Ulaga, W., & Schultz, F. (2006). Value creation in the relationship lifecycle: A quasi-longitudinal analysis Gartner (2003, March 3). CRM success is in strategy and implementation, not software (1994). Putting the service-profit chain to work. Harvard Business Review, 72(2), 164−174. Jones, E., Brown, S. P., Zoltners, A. A., & Weitz, B. A. (2005). The changing environment of selling and sales management Jones, E., Stevens, C., & Chonko, L. (2005). Selling ASAP: Art, science, agility, performance Jones, E., Sundaram, S., & Chin, W. (2002). Factors leading to sales force automation use: a longitudinal analysis Kamakura, W. A., Mittal, V., de Rosa, F., & Mazzon, J. A. (2002). Assessing the service profit chain LaPlaca, P. J. (2004). Letter from the editor: Special issue on customer relationship management Leigh, T. W., & Tanner Jr., J. F. (2004). Introduction: JPSSM special issue on customer relationship management Lemon, K. N., Rust, R. T., & Zeithaml, V. A. (2001, Spring). What drives customer equity? Marketing Management, 10, 20−25. Morgan, R. M., & Hunt, S. D. (1994, July). The commitment–trust theory of relationship marketing Niraj, R., Gupta, M., & Narasimhan, C. (2001, July). Customer profitability in a supply chain Park, C., & Kim, Y. (2003). A framework of dynamic CRM: linking marketing with information strategy Parvatiyar, A., & Sheth, J. N. (2000). The domain and conceptual foundations of relationship marketing Parvatiyar, A., & Sheth, J. N. (2001). Customer relationship management: Emerging practice, process, and discipline Reinartz, W., Krafft, M., & Hoyer, W. D. (2004, August). The customer relationship management process: Its measurement and impact on Reinartz, W., & Kumar, V. (2000, October). On the profitability of long lifetime customers: An empirical investigation and implications for marketing. Rigby, D. K., & Ledingham, D. (2004). CRM done right. Harvard Business Review, 82(11), 118−129. Rigby, D. K., Reichheld, F. F., & Schefter, P. (2002). Avoid the four perils of CRM Rivers, M. L., & Dart, J. (1999). The acquisition and use of sales force automation by mid-sized manufacturers Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2001, September/October). Where should the next marketing dollar go? Marketing Management, 10, 25−28. Rust, R. T., Lemon, K. N., & Zeithaml, V. A. (2004, January). Return on