The role of human, organization and technology in building competitive advantage with crm: The case of iranian internet service industry

IEEE International Conference on Industrial Informatics (INDIN)

Volumn , Issue , 2008, Pages 1279-1284

  Keramati, Abbas ^a   Mehrabi, Hamed ^b   Mousakhani, Mohammad ^b  

^a ISLAMIC AZAD UNIVERSITY   (Iran)

^b UNIVERSITY OF TEHRAN   (Iran)

Author keywords

[No Author keywords available]

Indexed keywords

COMPETITION; INTERNET; PLANNING; PRODUCTION ENGINEERING; PUBLIC RELATIONS; SALES; STRATEGIC PLANNING;

BUSINESS STRATEGIES; COMPETITIVE ADVANTAGES; CUSTOMER ORIENTATIONS; CUSTOMER RELATIONSHIP MANAGEMENTS; EMPIRICAL STUDIES; FINANCIAL PERFORMANCES; FIRM PERFORMANCES; IN-BUILDING; INTERNET SERVICE INDUSTRIES; PROCESS CAPABILITIES;

CUSTOMER SATISFACTION;

EID: 54849419097     PISSN: 19354576     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/INDIN.2008.4618300     Document Type: Conference Paper

References (41)

1. A. Albadvi, A. Keramati, J. Razmi, "Assessing the impact of information technology on firm performance considering the role of intervening variables: organizational infrastructures and business processes reengineering," InternationalJournal of Production Research, vol. 45, no. 12, pp. 2697-2734, 2007.
2. P. Greenberg, CRM at the speed of light: Essential customer strategies for the 21st century, third edition, McGraw Hill, 2004.
3. J. B. Barney, "Firm resources and sustained competitive advantage," Journal ofManagement, vol. 17, no. l, pp. 19-120, 1991.
4. D. Bell, J. Deighton, W. J. Reinartz, R. T. Rust, G. Swartz, "Seven Barriers to Customer Equity Management," Journal of Service Research, Vol. 5, No. 1, pp. 77-86, 2002.
5. A. S. Bharadwaj, "A resource-based perspective on information technologycapability and firm performance: an empirical investigation," MIS Quarterly, vol. 24, no. 1, pp. 169-196, 2000.
6. N. Carr, "IT doesn't matter," Harvard Business Review, vol. 81, no. 5, pp. 5-12, 2003.
7. I. J. Chen and K. Popovich, "Understanding customer relationship management (CRM): People, processes and technology," Business Process Management Journal, vol. 9, no. 5, pp. 672-688, 2003.
8. J. H. F. Chen and E. T. G. Wang, "Internalization in Technology Innovation: A Case of CRM Adoption," Proceedings of the 39th Hawaii International Conference on System Sciences, Hawaii, USA, 2006.
9. T. R. Coltman, "Where are the Benefits in CRM Technology Investment?" Proceedings of the 39th Hawaii International Conference on System Sciences, Hawaii, USA, 2006.
10. T. R. Coltman, "Why build a customer relationship management capability?" Journal of Strategic Information Systems, in press.
11. S. Dutta, O. Narasimhan, S. Rajiv, "Conceptualizing and measuring capabilities: methodology and empirical application," Strategic Management Journal, vol. 26, no. 3, pp. 277-285, 2005.
12. T. Y. Eng, "Does customer portfolio analysis relate to customer performance? An empirical analysis of alternative strategic perspective," Journal of Business & Industrial Marketing, vol. 19, no. 1, pp. 49.67, 2004.
13. S. Grabner, G. Moedritscher, M. Waiguny, W. Mussnig, "Performance Monitoring of CRM Initiatives," Proceedings of the 40th Hawaii International Conference on System Sciences, Hawaii, USA, 2007.
14. G. Greve and S. Albers, "Determinants of Performance in Customer Relationship Management - Assessing the Technology Usage - Performance Link," Proceedings of the 39th Hawaii International Conference on System Sciences, Hawaii, USA, 2006.
15. B. Heinrich, "Transforming strategic goals of CRM into process goals and activities," Business Process Management Journal, Vol. 11, no. 6, pp. 709-723, 2005.
16. C. C. Izquierdo and F. G. Cilia'n, "The impact of customer relationship marketing on the firm performance: a Spanish case," Journal of Services Marketing, vol. 19, no. 4, pp. 234-244, 2005.
17. R. Kaplan and D. Norton, "The balanced scorecard: Measures that drive performance," Harvard Business Review, vol. 70, no. 1, pp. 71-99, 1992.
18. B. Karakostas, D. Kardaras, E. Papathanassiou, "The state of CRM adoption by the financial services in the UK: an empirical investigation," Information & Management, vol. 42, pp. 853-863, 2005.
19. J. Kim, E. Suh, H. Hwang, "A model for evaluating the effectiveness of CRM using the balanced scorecard," Journal of Interactive Marketing, vol. 17, pp. 5-19, 2003.
20. P. J. LaPlaca, "Special issue on customer relationship management," Industrial Marketing Management, vol. 33, pp. 463- 464, 2004.
21. C. Lin and S. Tseng, "Bridging the implementation gaps in the knowledge management system for enhancing corporate performance," Expert Systems with Applications, vol. 29, pp. 163-173, 2005.
22. A. Lindgreen and M. Antioco, "Customer relationship management: the case European bank," Marketing Intelligence & Planning, Vol. 23, No.2, pp. 136-154, 2004.
23. J. L. Luneborg and J. F. Nielsen, "Customer-focused Technology and Performance in Small and Large Banks," European Management Journal, Vol. 21, No. 2, pp. 258-269, 2003.
24. A. P. Massey, M. M. Montoya Weiss, K. Holcom, "Re-engineering the customer relationship: Leveraging knowledge assets at IBM," Decision Support Systems, vol. 32, no. 2, pp. 155-170, 2001.
25. N. Melville, K. Kraemer, V. Gurbaxani, "Information technology and organizational performance: an integrative model of IT business value," MIS Quarterly, vol. 28, no. 2, pp. 283-322, 2004.
26. S. Mithas, M. S. Krishnan, C. Fornell, "Why Do Customer Relationship Management Applications Affect Customer Satisfaction?" Journal of Marketing, vol. 69, pp. 201-209, 2005.
27. J. G. Mooney, V. Gurbaxani, K. L. Kraemer, "A process oriented approach for assessing the business value of information technology," Database, vol. 27, no. 2, pp. 68-81, 1996.
28. E. W. T. Ngai, "Customer relationship management research (1992-2002) An academic literature review and classification," journalof Marketing Intelligence & Planning, Vol. 23, No. 6, pp. 582-605, 2005.
29. A. Payne and P. Frow, "A strategic framework for customer relationship management," Journal of Marketing, vol. 69, no. 10, pp. 167-176, 2005.
30. J. Peppard, "Customer Relationship Management (CRM) in Financial Services," European Management Journal, Vol.18, No.3, pp.312-327, 2000.
31. T. Powell and A. Dent-Medcalfe, "Information technology as competitive advantage: the role of human, business, and technology resources," Strategic Management Journal, vol. 18, no. 5, pp. 375-405, 1997.
32. A. Radhakrishnan, X. Zu, V. Grover, "A process-oriented perspective on differential business value creation by information technology: An empirical investigation," in press.
33. G. Ray, W. A. Muhanna, J. B. Barney, "Information technology and the performance of the customer service process: a resource-based analysis," MIS Quarterly, vol. 29, no. 4, pp. 625-653, 2005.
34. W. Reinartz, M. Krafft, W. D. Hoyer, "The CRM Process: Its Measurement and Impact on Performance," Journal of Marketing Research, vol. 41, no.3, pp.293-313, 2004.
35. K. A. Richards and E. Jones, "Customer relationship management: Finding value drivers," Industrial Marketing Management, in press.
36. D. K. Rigby, F. F. Reichheld, P. Schefter, "Avoid the four perils of CRM," Harvard Business Review, vol. 80, no. 2, pp. 101-109, 2002.
37. T. H. Roh, C. K. Ahn, I. Han, "The priority factor model for customer relationship management system success," Expert Systems with Applications, vol. 28, 641-654, 2005.
38. R. Santhanam and E. Hartono, "Issues in linking information technology capability to firm performance," MIS Quarterly, vol. 27, no. 1, pp. 125 - 53, 2003.
39. L. Y. M. Sin, A. C. B. Tse, F. H. K. Yim, "CRM: conceptualization and scale development," European Journal of Marketing, Vol.39, No.11/12, pp.1264 - 1290, 2005.
40. Y. Wang, H. P. Lo, R. Chi, Y. Yang, "An integrated framework for customer value and customer-relationship management performance: a customer-based perspective from China," Managing Service Quality, v.14, n. 2/3, pp. 169-182, 2004.
41. A. R. Zablah, D. N. Bellenger, W. J. Johnston, "An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon," Industrial Marketing Management, vol. 33, pp. 475-489, 2004.