An Empirical Study of the Relationship of IT Intensity and Organizational Absorptive Capacity on CRM Performance

Journal of Global Information Management

Volumn 12, Issue 1, 2004, Pages 1-17

  Chen, Ja Shen ^a   Ching, Russell K H ^b  

^a YUAN ZE UNIVERSITY   (Taiwan)

^b CALIFORNIA STATE UNIVERSITY   (United States)

Author keywords

Absorptive capacity; Customer relationship management; Customer service; Information technology; Market orientation

Indexed keywords

CUSTOMER SATISFACTION; DATA ACQUISITION; ELECTRONIC COMMERCE; MARKETING; SOCIETIES AND INSTITUTIONS;

ABSORPTIVE CAPACITY; CUSTOMER RELATIONSHIP MANAGEMENT (CRM); CUSTOMER SERVICE; MARKET ORIENTATION;

INFORMATION TECHNOLOGY;

EID: 0344961780     PISSN: 10627375     EISSN: None     Source Type: Journal    
DOI: 10.4018/jgim.2004010101     Document Type: Conference Paper

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