with these discuss ion, empirical studies of innovative performance among Chinese firms are also analysed. The results show … that in fact most Chinese firms still follow an imitative strategy, but there is a clear evidence of strategic cost …

In this paper, we examine the impact of customer relationship management (CRM) on firm performance using a hierarchical … function of the organization’s ability to harness and orchestrate lower order capabilities that comprise physical assets, such … as IT infrastructure, and organizational capabilities, such as human analytics and business architecture. Our results …