Keramati et al. (2010)KERAMATI, A.; MEHRABI, H.; MOJIR, N. A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation. Industrial Marketing Management, v. 39, n. 7, p. 1170-1185, 2010.
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To specify what resources are important for implementing CRM processes |
Case study |
Rapp et al. (2010)RAPP, A.; TRAINOR, K.J.; AGNIHOTRI, R. Performance implications of customer-linking capabilities: Examining the complementary role of customer orientation and CRM technology. Journal of Business Research, v. 63, n. 11, p. 1229-1236, 2010.
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To identify how technology and complementary resources are bundled to form capabilities that foster durable customer relationships |
Survey |
Beldi et al. (2010) |
To analyze how to manage CRM implementation projects successfully across the different phases of the implementation process |
Case study |
Johnson et al. (2012)JOHNSON, D.S.; CLARK, B.H.; BARCZAK, G. Customer relationship management processes: How faithful are business-to-business firms to customer profitability? Industrial Marketing Management, v. 41, n. 7, p. 1094-1105, 2012.
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To examine the motivational effect of market growth rate and customization requirements |
Survey |
Nasution et al. (2011)NASUTION, H.N.; MAVONDO, F.T.; MATANDA, M.J.; NDUBISI, N.O. Entrepreneurship: Its relationship with market orientation and learning orientation and as antecedents to innovation and customer value. Industrial Marketing Management, v. 40, n. 3, p. 336-345, 2011.
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To evaluate the direct effect of entrepreneurship and business orientation on innovation and customer value and the interaction effect of entrepreneurship and business orientation on innovation and customer value. |
Survey |
Garrido-Moreno and Padilla-Meléndez (2011)GARRIDO-MORENO, A.; PADILLA-MELÉNDEZ, A. Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors. International Journal of Information Management, v. 31, n. 5, p. 437-444, 2011.
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To study knowledge management as the main factor that determines the successful implementation of CRM |
Survey |
Trainor et al. (2014)TRAINOR, K. J.; ANDZULIS, J. M.; RAPP, A.; ANIHOTRI, R. Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM. Journal of Business Research, v. 67, n. 6, p. 1201-1208, 2014.
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To analyze how social media technology usage and customer-centric management systems contribute to a firm-level capability of social CRM |
Survey |
Ku (2010)KU, E.C.S. The impact of customer relationship management through implementation of information systems. Total Quality Management & Business Excellence, v. 21, n. 11, p. 1085-1102, 2010.
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To determine how customer-orientated firms use information systems to affect CRM profitability. |
Survey |
Toriani and Angeloni (2011)TORIANI, S.; ANGELONI, M.T. CRM as a Support for Knowledge Management and Customer Relationship. Journal of Information Systems and Technology Management, v. 8, n. 1, p. 87-108, 2011.
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To examine the role of CRM as a support for knowledge management and for the development of strategies for customer relationship |
Survey |
Coltman (2007)COLTMAN, T. Can superior CRM capabilities improve performance in banking. Journal of Financial Services Marketing, v. 12, n. 2, p. 102-114, 2007.
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Can superior capabilities improve performance in Banking? |
Survey |
Ritter and Andresen (2014)RITTER, T.; ANDERSEN, H. A relationship strategy perspective on relationship portfolios: Linking customer profitability, commitment, and growth potential to relationship strategy. Industrial Marketing Management, v. 43, n. 6, p. 1005-1011, 2014.
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To develop a three dimensional portfolio model for business relationships which distinguishes between six different categories. |
Case study |
Maklan et al. (2008)MAKLAN, S.; KNOX, S.; RYALS, L. New trends in innovation and customer relationship management: a challenge for market researchers. International Journal of Marketing Research, v. 50, n. 2, p. 221-240, 2008.
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To study how research can provide tools and methods to assist and improve the co-creation process |
Case study and action research |