Zorzini, Marta; Stevenson, Mark; Hendry, Linda C. - In: European Management Journal 30 (2012) 2, pp. 121-140
The Customer Enquiry Management (CEM) process is of strategic importance to non-Make-To-Stock companies but few … empirical studies have explored the CEM practices adopted by firms in practice. A study on the Italian capital goods sector by … managing CEM in the UK. The evidence suggests that both high levels of coordination and formalization of the CEM process are …