The role of vendor in eCRM tool development

Qualitative Market Research

Volumn 12, Issue 4, 2009, Pages 404-427

  O'Reilly, Kelley ^a   Paper, David ^a  

^a UTAH STATE UNIVERSITY   (United States)

Author keywords

Communication technologies; Customer relations; Customer service management; Organizational change

Indexed keywords

EID: 70349633187     PISSN: 13522752     EISSN: None     Source Type: Journal    
DOI: 10.1108/13522750910993329     Document Type: Article

References (68)

1. Adamson, G., Jones, W. and Tapp, A. (2005), From CRM to FRM: applying CRM in the football industry, Database Marketing & Customer Strategy Management, Vol. 13, pp. 156-72.
2. AMA (2008), American Marketing Association web site, available at: www.marketingpower.com/_layouts/Dictionary.aspx?dLetter=M (accessed October 23, 2008).
3. Barker, C. (2007), Gartner sees steady CRM growth, ZDnet, September, available at: http://news.zdnet.co.uk/software/0,10000000121,392891177,00.htm (accessed November 8, 2008).
4. Bartikowski, B. (2006), Critical events and next best activities in relationship marketing: best practices beyond advanced analytics, Global Business and Organizational Excellence, November/December, pp. 65-70.
5. Bartoli, A. and Hermel, P. (2004), Managing change and innovation in IT implementation process, Journal of Manufacturing Technology Management, Vol. 15, pp. 416-25.
6. Bentum, R.V. and Stone, M. (2005), Customer relationship management and the impact of corporate culture - a European study, Database Marketing & Customer Strategy Management, Vol. 13, pp. 28-54.
7. Berry, L.L. (1983), Relationship marketing, in Berry, L.L., Shostack, G.L. and Upah, G. (Eds), Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, IL, pp. 25-8.
8. Berry, L.L. (1995), Relationship marketing of services: growing interest, emerging perspectives, Journal of the Academy of Marketing Science, Vol. 23, pp. 236-45.
9. Berry, L.L. and Parasuraman, A. (1991), Marketing Services: Competing Through Quality, The Free Press, New York, NY.
10. Blery, E. and Michalakopoulos, M. (2006), Customer relationship management: a case study of a Greek bank, Journal of Financial Services Marketing, Vol. 11, pp. 116-24.
11. Bose, R. (2002), Customer relationship management: key components for IT success, Industrial Management & Data Systems, Vol. 102, pp. 89-97.
12. Boulding, W., Staelin, R., Ehret, M. and Johnston, W.J. (2005), A customer relationship management roadmap: what is known, potential pitfalls, and where to go, Journal of Marketing, Vol. 69, pp. 155-66.
13. Bull, C. (2003), Strategic issues in customer relationship management (CRM) implementation, Business Process Management Journal, Vol. 9, pp. 592-602.
14. Chen, H.M., Chen, Q. and Kazman, R. (2007), The affective and cognitive impacts of perceived touch on online customers' intention to return in the web-based eCRM environment, Journal of Electronic Commerce in Organizations, Vol. 5, pp. 69-91.
15. Chen, I.J. and Popovich, K. (2003), Understanding customer relationship management (CRM): people, process and technology, Business Process Management Journal, Vol. 9, pp. 672-88.
16. Chen, Q. and Chen, H.M. (2004), Exploring the success factors of eCRM strategies in practice, Database Marketing & Customer Strategy Management, Vol. 11, pp. 333-43.
17. Crosby, L.A. and Johnson, S.L. (2001), Technology: friend or foe to customer relationships?, Marketing Management, November/December, pp. 10-11.
18. Cuthbertson, R.W. and Bridson, K. (2006), Online retail loyalty strategies, International Journal of Information Technology and Management, Vol. 5, pp. 279-94.
19. Denzin, N.K. and Lincoln, Y.S. (2005), The Sage Handbook of Qualitative Research, 3rd ed., Sage, Thousand Oaks, CA.
20. Fink, L., Zeevi, A. and Te'eni, D. (2008), The effectiveness of online customer relations tools: comparing the perspectives of organizations and customers, Internet Research, Vol. 18, pp. 211-28.
21. Fjermestad, J. and Romano, N.C. Jr (2003), Electronic customer relationship management. Revisiting the general principles of usability and resistance - an integrative implementation framework, Business Process Management Journal, Vol. 9, pp. 572-91.
22. Flavián, C. and Guinalíu, M. (2006), How bricks-and-mortar attributes affect online banking adoption, International Journal of Bank Marketing, Vol. 24, pp. 406-23.
23. Forrester Research, Inc. (2008), Topic overview: customer relationship management 2008 (PDF document) available at: www.forrester.com (accessed November 11, 2008).
24. Foss, B., Stone, M. and Ekinci, Y. (2008), What makes for CRM system success - or failure?, Database Marketing & Customer Strategy Management, Vol. 15, pp. 68-78.
25. Frow, P. and Payne, A. (2007), Towards the 'perfect' customer experience, Brand Management, Vol. 15, pp. 89-101.
26. Gephart, R. (2004), Qualitative research and the Academy of Management Journal, Academy of Management Journal, Vol. 47, pp. 454-62.
27. Glaser, B.G. and Strauss, A.L. (1967), The Discovery of Grounded Theory: Strategies for Qualitative Research, Aldine Transaction, New Brunswick, NJ.
28. Glesne, C. (2006), Becoming Qualitative Researchers, 3rd ed., Pearson Education, Boston, MA.
29. Grönoos, C. (1994), From marketing mix to relationship marketing: towards a paradigm shift in marketing, Management Decision, Vol. 32, pp. 4-20.
30. Gummesson, E. (1994), Making relationship marketing operational, International Journal of Service Industry Management, Vol. 5, pp. 5-20.
31. Hansotia, B. (2002), Gearing up for CRM: antecedents to successful implementation, Journal of Database Marketing, Vol. 10, pp. 121-32.
32. Harker, M.J. and Egan, J. (2006), The past, present and future of relationship marketing, Journal of Marketing Management, Vol. 22, pp. 215-42.
33. Jain, R., Jain, S. and Dhar, U. (2003), Measuring customer relationship management, Journal of Services Research, Vol. 2, pp. 97-109.
34. Jang, S., Hu, C. and Bai, B. (2006), A canonical correlation analysis of e-relationship marketing and hotel financial performance, Tourism and Hospitality Research, Vol. 6, pp. 241-50.
35. Jenkinson, A. (2006), Do organizations now understand the importance of information in providing excellent customer experience?, Database Marketing & Customer Strategy, Vol. 13, pp. 248-60.
36. Kapoulas, A., Murphy, W. and Ellis, N. (2002), Say hello, wave goodbye: missed opportunities for electronic relationship marketing with the financial services sector?, International Journal of Bank Marketing, Vol. 20, pp. 302-10.
37. Kennedy, A. (2006), Electronic customer relationship management (eCRM): opportunities and challenges in a digital world, Irish Marketing Review, Vol. 18, pp. 58-68.
38. Kotorov, R. (2003), Customer relationship management: strategic lessons and future directions, Business Process Management Journal, Vol. 9, pp. 566-71.
39. Lashinsky, A. (2008), Is Skype on sale at eBay?, Fortune, October 27, pp. 48-53.
40. Lazarsfield, P.F. (1959), Problems in methodology, in Merton, R., Broom, L. and Cottrell, L. (Eds), Sociology Today, Basic Books, New York, NY.
41. Li, D., Browne, G.J. and Wetherbe, J.C. (2007), Online consumers switching behavior: a buyer-seller relationship perspective, Journal of Electronic Commerce in Organizations, Vol. 5, pp. 30-42.
42. Light, B. (2003), CRM packaged software: a study of organizational experiences, Business Process Management Journal, Vol. 9, pp. 603-16.
43. Lin, C. and Huang, Y. (2007), An integrated framework for managing eCRM evaluation process, International Journal of Electronic Business, Vol. 5, pp. 340-59.
44. McCarthy, E.J. (1960), Basic Marketing, Irwin, Homewood, IL.
45. Meyer, M. and Kolbe, L.M. (2005), Integration of customer relationship management: status quo and implications for research and practice, Journal of Strategic Management, Vol. 13, pp. 175-98.
46. Orlikowski, W. (1996), Improvising organizational transformation over time: a situated change perspective, Information Systems Research, Vol. 7, pp. 63-92.
47. Osarenkhoe, A. (2006), Customer-centric strategy: a longitudinal study of implementation of a customer relationship management solution, International Journal of Technology Marketing, Vol. 1, pp. 115-44.
48. Padmanabhan, B. and Tuzhilin, A. (2003), On the use of optimization for data mining: theoretical interactions and eCRM opportunities, Management Science, Vol. 49, pp. 1327-43.
49. Pan, S.L. and Lee, J.N. (2003), Using e-CRM for a unified view of the customer, Communications of the ACM, Vol. 46, pp. 95-9.
50. Payne, A. and Frow, P. (2006), Customer relationship management: from strategy to implementation, Journal of Marketing Management, Vol. 22, pp. 135-68.
51. Pitta, D., Franzak, F. and Fowler, D. (2006), A strategic approach to building online customer loyalty: integrating customer profitability tiers, Journal of Consumer Marketing, Vol. 23, pp. 421-9.
52. Porter, C.E. and Donthu, N. (2008), Cultivating trust and harvesting value in virtual communities, Management Science, Vol. 54, pp. 113-28.
53. Rapp, A., Rapp, T. and Schillewaert, N. (2008), An empirical analysis of e-service implementation: antecedents and the resulting value creation, Journal of Services Marketing, Vol. 22, pp. 24-36.
54. Reinartz, W., Krafft, M. and Hoyer, W.D. (2004), The customer relationship management process: its measurement and impact on performance, Journal of Marketing Research, Vol. XLI, pp. 293-305.
55. Sheth, J.N. and Parvatiyar, A. (1995), Relationship marketing in consumer markets: antecedents and consequences, Journal of the Academy of Marketing Science, Vol. 23, pp. 255-71.
56. Sigala, M. (2006), Culture: the software of e-customer relationship management, Journal of Marketing Communications, Vol. 12, pp. 203-23.
57. Smith, A.D. (2002), Loyalty and e-marketing issues, Quarterly Journal of Electronic Commerce, Vol. 3, pp. 149-61.
58. Starkey, M. and Woodcock, N. (2002), CRM systems: necessary, but not sufficient. REAP the benefits of customer management, Journal of Database Marketing, Vol. 9, pp. 267-75.
59. Strauss, A.L. (1987), Qualitative Analysis for Social Scientists, Cambridge University Press, Cambridge.
60. Strauss, A.L. and Corbin, J. (1990), Basics of Qualitative Research: Grounded Theory Procedures and Techniques, Sage, Newbury Park, CA.
61. Szmigin, I., Canning, L. and Reppel, A.E. (2005), Online community: enhancing the relationship marketing concept through customer bonding, International Journal of Service Industry Management, Vol. 16, pp. 180-96.
62. Verhoef, P.C. and Langerak, F. (2002), Eleven misconceptions about customer relationship management, Business Strategy Review, Vol. 13, pp. 70-6.
63. Vrechopoulos, A.P., Pramataris, K.C., Doukidis, G. and Lekakos, G. (2003), An internet retailing data framework for supporting consumers and business processes, Journal of Information Systems, Vol. 13, pp. 353-73.
64. Wright, L.T., Stone, M. and Abbott, J. (2002), The CRM imperative - practice vs. theory in the telecommunications industry, Journal of Database Marketing, Vol. 9, pp. 339-49.
65. Yim, C.K.B., Tse, D.K. and Chan, K.W. (2008), Strengthening customer loyalty through intimacy and passion: roles of customer-firm affection and customer-staff relationships in services, Journal of Marketing Research, Vol. XLV, pp. 741-56.
66. Yin, R. (2003), Case Study Research: Design and Methods, Sage, London.
67. Zablah, A.R., Bellenger, D.N. and Johnston, W.J. (2004), Customer relationship management implementation gaps, Journal of Personal Selling & Sales Management, Vol. XXIV, pp. 279-95.
68. Payne, A. and Frow, S. (2005), A strategic framework for customer relationship management, Journal of Marketing, Vol. 69, pp. 167-76.