The impact of customer relationship management implementation on cost and profit efficiencies: evidence from the u.s. commercial banking industry

Journal of Marketing

Volumn 73, Issue 6, 2009, Pages 61-76

  Krasnikov, Alexander ^a   Jayachandran, Satish ^b   Kumar, V ^c  

^a GEORGE WASHINGTON UNIVERSITY   (United States)

^b UNIVERSITY OF SOUTH CAROLINA   (United States)

^c GEORGIA STATE UNIVERSITY   (United States)

Author keywords

Cost efficiency; Customer relationship management; Profit efficiency; Stochastic frontier analysis

Indexed keywords

EID: 70449381443     PISSN: 00222429     EISSN: None     Source Type: Journal    
DOI: 10.1509/jmkg.73.6.61     Document Type: Article

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