The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
The Customer Relationship Management Process: Its Measurement and Impact on Performance
Abstract
An understanding of how to manage relationships with customers effectively has become an important topic for both academicians and practitioners in recent years. However, the existing academic literature and the practical applications of customer relationship management (CRM) strategies do not provide a clear indication of what specifically constitutes CRM processes. In this study, the authors (1) conceptualize a construct of the CRM process and its dimensions, (2) operationalize and validate the construct, and (3) empirically investigate the organizational performance consequences of implementing CRM processes. Their research questions are addressed in two cross-sectional studies across four different industries and three countries. The first key outcome is a theoretically sound CRM process measure that outlines three key stages: initiation, maintenance, and termination. The second key result is that the implementation of CRM processes has a moderately positive association with both perceptual and objective company performance.
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Cites
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Self-citation
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Customer engagement behavior: Theoretical foundations and research directions
van Doorn, J., Lemon, K. N., Mittal, V., Nass, S., Pick, D., Pirner, P., & Verhoef, P. C. (2010) · Journal of Service Research · doi:10.1177/1094670510375599 · Cited by 3,536
An empirical comparison of the efficacy of covariance-based and variance-based SEM
Reinartz, W., Haenlein, M., & Henseler, J. (2009) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2009.08.001 · Cited by 2,906
Self-citationBusiness model design and the performance of entrepreneurial firms
Zott, C., & Amit, R. (2007) · Organization Science · doi:10.1287/orsc.1060.0232 · Cited by 1,707
Twitter power: Tweets as electronic word of mouth
Jansen, B. J., Zhang, M., Sobel, K., & Chowdury, A. (2009) · Journal of the American Society for Information Science and Technology · doi:10.1002/asi.21149 · Cited by 1,642
Metadata
- Authors
- Reinartz, W., Krafft, M., & Hoyer, W. D.
- Venue
- Journal of Marketing Research
- Publisher
- SAGE Publications
- Published
- 2004-08
- Volume
- 41
- Issue
- 3
- Pages
- 293-305
- ISSN
- 0022-2437 (ISSN-L)
- 1547-7193
- OpenAlex
- W2127396574
- Cited by
- 1,686
- References
- 7
- FWCI
- 91.82
- Type
- journal article
- Language
- en
- Open access
- closed
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