Organizational Learning and CRM Success: A Model for Linking Organizational Practices, Customer Data Quality, and Performance

Journal of Interactive Marketing

Volumn 27, Issue 1, 2013, Pages 1-13

  Peltier, James W ^a   Zahay, Debra ^b   Lehmann, Donald R ^c  

^a UNIVERSITY OF WISCONSIN WHITEWATER   (United States)

^b NORTHERN ILLINOIS UNIVERSITY   (United States)

^c Och Spine at New York Presbyterian Hospitals   (United States)

Author keywords

CRM; Customer data quality; Learning organization; Organizational vision

Indexed keywords

EID: 84871618136     PISSN: 10949968     EISSN: 15206653     Source Type: Journal    
DOI: 10.1016/j.intmar.2012.05.001     Document Type: Article

References (80)

1. Bagozzi Richard P., Yi Youjae On the Evaluation of Structural Equation Models. Journal of the Academy of Marketing Science 1988, 16(1):74-94.
2. Baker William E., Sinkula James M. The Synergistic Effect of Market Orientation and Learning Orientation on Organizational Performance. Journal of the Academy of Marketing Science 1999, 27(4):411-427.
3. Ballou Donald P., Tayi Giri Kumar Enhancing Data Quality in Data Warehouse Environments. Communications of the ACM 1998, 42(1):54-57.
4. Baruch Yehuda Response Rate in Academic Studies-A Comparative Analysis. Human Relations 1999, 52(4):421-438.
5. Baumgartner Hans, Homberg Christian Applications of Structural Equation Modeling in Marketing and Consumer Research: A Review. International Journal of Research in Marketing 1996, 13:139-161.
6. Birkinshaw Julian, Nobel Robert, Ridderstråle Jonas Knowledge as a Contingency Variable: Do the Characteristics of Knowledge Predict Organizational Structure?. Organization Science 2002, 13(3):274-289.
7. Blattberg Robert C., Malthouse Edward C., Neslin Scott A. Customer Lifetime Value: Empirical Generalizations and Some Conceptual Questions. Journal of Interactive Marketing 2009, 23(2):157-168.
8. Borges Mauro, Hoppen Norberto, Luce Fernando Bins Information Technology Impact on Market Orientation in E-business. Journal of Business Research 2009, 62:883-890.
9. Boulding William, Staelin Richard, Ehret Michael, Johnson Wesley J. A Customer Relationship Management Roadmap: What Is Known, Potential Pitfalls, and Where to Go. Journal of Marketing 2005, 69:155-166. October.
10. Brockman Beverly K., Morgan Robert M. The Moderating Effect of Organizational Cohesiveness in Knowledge Use and New Product Development. Journal of the Academy of Marketing Science 2006, 34(3):295-307.
11. Churchill Gilbert A. A Paradigm for Developing Better Measures of Marketing Constructs. Journal of Marketing Research 1979, 16(1):64-73.
12. Cooper Marjorie J., Gwin Carol F., Wakefield Kirk L. Cross-functional Interface and Disruption in CRM Projects: Is Marketing from Venus and Information Systems from Mars?. Journal of Business Research 2008, 61(4):292-299.
13. Day George S. Continuous Learning About Markets. Strategy & Leadership 1993, 20(5):47-49.
14. Day George S. Continuous Learning About Markets. California Management Review 1994, 9-31. Summer.
15. Deshpande Rohit, Webster Frederick E. Organizational Culture and Marketing: Defining the Research Agenda. Journal of Marketing 1989, 53:3-15. January.
16. Eng Teck-Yong An Investigation of Internet Coordination Mechanisms in Network Organizations. Journal of Interactive Marketing 2007, 21(4):61-75.
17. Even Adir, Shankaranarayanan G., Berger Paul D. Managing the Quality of Marketing Data: Cost/benefit Tradeoffs and Optimal Configuration. Journal of Interactive Marketing 2010, 24(3):209-221.
18. Fornell Claes, Larcker D.F. Evaluation of Structural Equations Models with Unobservable Variables and Measurement Error. Journal of Marketing Research 1981, 18(1):39-50.
19. Gebhardt Gary, Carpenter Gregory, Sherry John Creating a Market Orientation: A Longitudinal, Multifirm, Grounded Analysis of Cultural Transformation. Journal of Marketing 2006, 70(4):37-55.
20. Gupta Ashok K., Raj S.P., Wilemon David The R&D-Marketing Interface in High-technology Firms. Journal of Product Innovation Management 1985, 2(1):12-24.
21. Hair Joseph F., Anderson Ronald E., Tathan Rolph L., Black William C. Multivariate Data Analysis, with Readings 1998, Prentice-Hall, Upper Saddle River, NJ. 5th edition.
22. Hair Joseph F. Multivariate Data Analysis 2010, Prentice-Hall, Upper Saddle River, NJ.
23. Homburg Christian, Jensen Ove The Thought Worlds of Marketing and Sales: Which Differences Make a Difference?. Journal of Marketing 2007, 71(July):124-142.
24. Homburg Christian, Grozdanovic Marko, Klarmann Martin Responsiveness to Customers and Competitors: The Role of Affective and Cognitive Organizational Systems. Journal of Marketing 2007, 71:18-38. July.
25. Homburg Christian, Droll Mathias, Totzek Dirk Customer Prioritization: Does it Pay Off, and How Should it Be Implemented?. Journal of Marketing 2008, 72:110-130. September.
26. Hult G., Thomas M., Hurley Robert F., Giunipero Larry C., Nichols Ernest L. Organizational Learning in Global Purchasing: A Model and Test of Internal Users and Corporate Buyers. Decision Sciences 2000, 31(2):293-325.
27. Hunter Gary K., Perreault William D. Making Sales Technology Effective. Journal of Marketing 2007, 71:16-34. January.
28. Hurley Robert F., Tomas G., Hult M. Innovation, Market Orientation, and Organizational Learning: An Integration and Empirical Examination. Journal of Marketing 1998, 62:42-54. July.
29. Jayachandran Satish, Sharma Subhash, Kaufman Peter, Raman Pushkala The Role of Relational Information Processes and Technology Use in Customer Relationship Management. Journal of Marketing 2005, 69:177-192. October.
30. Kim Hyung-Su, Kim Young-Gul A CRM Performance Measurement Framework: Its Development Process and Application. Industrial Marketing Management 2009, 38:477-489.
31. Kim Na Woon, Pae Jae H. Utilization of New Technologies: Organizational Adaptation to Business Environments. Journal of the Academy of Marketing Science 2007, 35(2):259-269.
32. Kinnear Thomas C. A Perspective on How Firms Relate to their Markets. Journal of Marketing 1999, 63:112-114. Special Issue.
33. Kohli Ajay K., Jaworski Bernard J. Market Orientation: The Construct, Research Propositions, and Managerial Implications. Journal of Marketing 1990, 54:1-18. April.
34. Krasnikov Alexander, Jayachandran Satish, Kumar V. The Impact of Customer Relationship Management Implementation on Cost and Profit Efficiencies: Evidence from the U.S. Commercial Banking Industry. Journal of Marketing 2009, 73:61-76. November.
35. Kumar V., Pozza Llari Dalla, George Morris Measuring and Maximizing Customer Equity: A Critical Analysis. Journal of the Academy of Marketing Science 2007, 35(2):157-171.
36. Kumar V., Pozza Llari Dalla, Andrew Petersen J., Shah Denish Reversing the Logic: The Path to Profitability through Relationship Marketing. Journal of Interactive Marketing 2009, 23(2):147-156.
37. Landry Timothy D., Arnold Todd J., Arndt Aaron A Compendium of Sales-related Literature in Customer Relationship Management: Processes and Technologies with Managerial Implications. Journal of Personal Selling & Sales Management 2005, 25:231-251. Summer.
38. Le Meunier-FitzHugh Ken, Piercy Nigel F. Does Collaboration between Sales and Marketing Affect Business Performance?. Journal of Personal Selling & Sales Management 2007, 27:207-220. Summer.
39. Leidner Dorthy E., Kayworth Timothy A Review of Culture in Information Systems Research: Toward a Theory of Information Technology Culture Conflict. MIS Quarterly 2006, 30(2):357-399.
40. Luo Xueming, Slotegraaf Rebecca J., Pan Xing Cross-functional Competition: The Simultaneous Role of Cooperation and Competition within Firms. Journal of Marketing 2006, 70:67-80. April.
41. Marchand Don A., Kettinger William J., Rollins John D. Information Orientation: People, Technology and the Bottom Line. Sloan Management Review 2000, 41(4):69-80.
42. Malthouse Edward, Hofacker Charles Looking Back and Looking Forward with Interactive Marketing. Journal of Interactive Marketing 2010, 24(3):181-184.
43. Mithas Sunil, Krishnan M.S., Fornell Claes Why Do Customer Relationship Management Applications Affect Customer Satisfaction?. Journal of Marketing 2005, 69:201-209. October.
44. Nunnally Jum C. Psychometric Theory 1978, McGraw-Hill, New York.
45. Olson Eric M., Walker Orville C., Ruekert Robert W. Organizing for Effective New Product Development: The Moderating Role of Product Innovativeness. Journal of Marketing 1995, 59:48-62. January.
46. Ostroff Frank The Horizontal Organization: What the Organization of the Future Actually Looks Like and How it Delivers Value to Customers 1999, Oxford University Press, New York, NY.
47. Pancras Joseph, Sudhir K. Optimal Marketing Strategies for a Customer Data Intermediary. Journal of Marketing Research 2007, 68:560-578. November.
48. Payne Adrian, Frow Pennie A Strategic Framework for Customer Relationship Management. Journal of Marketing 2005, 69:167-176. October.
49. Peltier James W., Schibrowsky John A., Shultz Donald E. Interactive Integrated Marketing Communication: Combining the Power of IMC, the New Media and Database Marketing. International Journal of Advertising 2003, 11(1):93-115.
50. Peltier James W., Schibrowsky John A., Zahay Debra, Schultz Don Interactive IMC: The Relational-transactional Continuum and the Synergistic Use of Customer Data. Journal of Advertising Research 2006, 46(2):46-159.
51. Pfeifer Phillip E., Ovchinnikov Anton A Note on the Willingness to Spend and Customer Lifetime Value for Firms with Limited Capacity. Journal of Interactive Marketing 2011, 25(3):178-189.
52. Prahalad C.K., Bettis Richard A. The Dominant Logic: A New Linkage between Diversity and Performance. Strategic Management Journal 1986, 7:485-502.
53. Preacher K.J., Hayes A.F. Asymptotic and Resampling Strategies for Assessing and Comparing Indirect Effects in Multiple Mediator Models. Behavior Research Methods 2008, 40:879-891.
54. Ramani Girish, Kumar V. Interaction Orientation and Firm Performance. Journal of Marketing 2008, 72:27-45. January.
55. Reagans Ray, McEvily Bill Network Structure and Knowledge Transfer: The Effects of Cohesion and Range. Administrative Science Quarterly 2003, 48(2):240-267.
56. Reimann Martin, Schilke Oliver, Thomas Jacqueline S. Customer Relationship Management and Firm Performance: The Mediating Role of Business Strategy. Journal of the Academy of Marketing Science 2010, 38(3):326-346.
57. Reinartz Werner Z., Krafft Manfred, Hoyer Wayne D. The Customer Relationship Management Process: Its Measurement and Impact on Performance. Journal of Marketing Research 2004, 42:293-305. August.
58. Rust Roland T., Moorman Christine, Bhalla Gaurav Rethinking Marketing. Harvard Business Review 2010, 94-101. January-February.
59. Seddon Peter B., Calvert Cheryl, Yang Song A Multi-project Model of Key Factors Affecting Organizational Benefits from Enterprise Systems. MIS Quarterly 2010, 34(2):305-328.
60. Segars Albert H., Grover Varun Strategic Information Systems Planning Success: An Investigation of the Construct and its Measurement. MIS Quarterly 1998, 22(2):139-163.
61. Sherif Karma, Zmud Robert W., Browne Glenn J. Managing Peer-to-peer Conflicts in Disruptive Information Technology Innovations: The Case of Software Reuse. MIS Quarterly 2006, 30(2):339-356.
62. Slater Stanley F., Narver John C. Market Orientation and the Learning Organization. Journal of Marketing 1995, 59:63-75. July.
63. Sykes Tracy A., Venkatesh Viswanath, Gosain Sanjay Model of Acceptance with Peer Support: A Social Network Perspective to Understand Employees' System Use. MIS Quarterly 2009, 33(2):371-393.
64. Tanriverdi Huseyin Information Technology Relatedness, Knowledge Management Capability, and Performance of Multibusiness Firms. Management Information Systems Quarterly 2005, 29(2):311-334.
65. Tanriverdi Huseyin Performance Effects of Information Technology Synergies in Multibusiness Firms. Management Information Systems Quarterly 2006, 30(1):57-77.
66. Tsai Wenpin Social Structure of "Coopetition" within a Multiunit Organization: Coordination, Competition, and Intraorganizational Knowledge Sharing. Organizations Science 2002, 13(2):179-190.
67. Verhoef Peter C., Leeflang Peter S.H. Understanding the Marketing Department's Influence within the Firm. Journal of Marketing 2009, 72:14-37.
68. Verhoef Peter C., Venkatesan Rajkumar, McAlister Leigh, Malthouse Edward C., Krafft Manfred, Ganesan Shankar CRM in Data-rich Multichannel Retailing Environments: A Review and Future Research Directions. Journal of Interactive Marketing 2010, 24(2):121-137.
69. Vesanen Jari, Raulas Mika Building Bridges for Personalization: A Process Model for Marketing. Journal of Interactive Marketing 2006, 20(1):5-20.
70. Voss Glenn B., Voss Zannie Giraud Competitive Density and the Customer Acquisition-Retention Trade-off. Journal of Marketing 2008, 72:3-18. November.
71. Wade Michael, Hulland John The Resource-based View and Information Systems Research: Review, Extension, and Suggestions for Future Research. MIS Quarterly 2004, 28(1):107-142.
72. Wang Richard W., Strong Diane M. Beyond Accuracy: What Data Quality Means to Customers. Journal of Management Information Systems 1996, 12(4):5-33.
73. White Robert E. Generic Business Strategies, Organizational Context and Performance: An Empirical Investigation. Strategic Management Journal 1986, 7:217-231.
74. Wixom Barbara H., Watson Hugh J. An Empirical Investigation of the Factors Affecting Data Warehousing Success. MIS Quarterly 2001, 25(1):17-41.
75. Xue Yajiong, Liang Huigang, Boulton William R. Information Technology Governance in Information Technology Investment Decision Processes: The Impact of Investment Characteristics, External Environment, and Internal Context. MIS Quarterly 2008, 32(1):67-96.
76. Zahay Debra, Griffin Abbie Customer Learning Processes, Strategy Selection, and Performance in Business-to-Business Service Firms. Decision Sciences 2004, 35(2):169-203.
77. Zahay Debra, Peltier James W., Schultz Don E., Griffin Abbie The Role of Transactional Versus Relational Data in Integrated Marketing Communication Programs: Bringing Customers Together. Journal of Advertising Research 2004, 44(1):3-18.
78. Zahay Debra, Peltier James W. Interactive Strategy Formation: Organizational and Entrepreneurial Factors Related to Effective Customer Information Systems Practices in B2B Firms. Industrial Marketing Management 2008, 37(2):191-205.
79. Zahay Debra, Peltier James W., Krishen Anjala S. Building the Foundation for Customer Data Quality in CRM Systems for Financial Services Firms. Journal of Database Marketing & Customer Strategy Management 2012, 19(1):5-16.
80. Zhao Xinshu, Lynch John G., Chen Qimei Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis. Journal of Consumer Research 2010, 37(2):197-206.