The Role of Relational Information Processes and Technology Use in Customer Relationship Management
Abstract
Drawing on the relationship marketing and market information processing literature streams, the authors conceptualize and measure relational information processes, or organizational routines that are critical for customer relationship management (CRM). The authors examine the key drivers and outcome of relational information processes and the role of technology in implementing CRM using data collected from a diverse sample of firms. The results show that relational information processes play a vital role in enhancing an organization's customer relationship performance. By moderating the influence of relational information processes on customer relationship performance, technology used for CRM performs an important and supportive role. The study provides insights into why the use of CRM technology might not always deliver the expected customer relationship performance outcome.
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- Authors
- Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P.
- Affiliations
- University of South Carolina (US)
- Illinois State University (US)
- Texas Woman's University (US)
- Corresponding author
- Jayachandran, Satish
- Sharma, Subhash
- Kaufman, Peter
- Raman, Pushkala
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2005-10
- Volume
- 69
- Issue
- 4
- Pages
- 177-192
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2056564500
- Cited by
- 966
- References
- 13
- Citations by year
- 2026: 14 · 2025: 18 · 2024: 38 · 2023: 33 · 2022: 51 · 2021: 37 · 2020: 66 · 2019: 55 · 2018: 71 · 2017: 53 · 2016: 59 · 2015: 73 · 2014: 64 · 2013: 59 · 2012: 61
- FWCI
- 50.57
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Marketing (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Strategy and Management › Corporate Governance and Management
- Social Sciences › Business, Management and Accounting › Strategy and Management › Innovation and Knowledge Management
- Keywords
- customer relationship management, relationship marketing, customer relationship performance, organizational routines
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