Kim, Molan; Eun Park, Jeong; Dubinsky, Alan J.; Chaiy, Seoil - In: Journal of Services Marketing 26 (2012) 2, pp. 83-93
Purpose – Customer relationship management (CRM) is considered a means to create competitive advantage for a company, as well as influence organizational performance. Much research has explored CRM users' point of view vis‐à‐vis successful CRM implementation, yet little concern has been...