Customer relationship management and firm performance: The mediating role of business strategy

Journal of the Academy of Marketing Science

Volumn 38, Issue 3, 2010, Pages 326-346

  Reimann, Martin ^a   Schilke, Oliver ^b   Thomas, Jacquelyn S ^c  

^a UNIVERSITY OF SOUTHERN CALIFORNIA   (United States)

^b STANFORD UNIVERSITY   (United States)

^c SOUTHERN METHODIST UNIVERSITY   (United States)

Author keywords

Business strategy; CRM; Customer relationship management; Industry commoditization; Mediation; Structural equation modeling

Indexed keywords

EID: 84893967065     PISSN: 00920703     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11747-009-0164-y     Document Type: Article

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